I got banned
What our policy says, what we can and cannot do, and a link to the refund policy.
The policy
From our Refund Policy:
You are not eligible if: You were banned in-game. Section 5 of the Terms of Service explains the risk. Banking on never being banned is a bet you placed at checkout. A ban is not a service failure.
That is the policy. It is the policy because:
- Refunding bans turns the service into a free trial for everyone who has nothing to lose.
- Every cheat is a non-zero ban risk. We patch within minutes of anti-cheat updates and default to plausibly-human values, but zero-risk is not a thing we can promise.
No refund on bans
To be plain: a ban is not refundable. Not a chargeback case either — chargebacks revoke your license and we dispute through the card network. See Refund Policy for the full text.
What we do offer
- Patch turnaround in minutes after a publisher anti-cheat update. We see the update at the same time you do (auto-updater on the customer dashboard).
- A throwaway-default tag on your customer profile so you don't have to remember to mark each session.
- Honest postmortems when there's a bigger detection wave. We publish a status note on /status.
What to send us
If your ban happened during a session you think might point to an issue on our end (not just bad luck), include in your ticket:
- The exact ban message screenshot.
- The session's loader version (visible in the dashboard).
- Whether you used any other third-party tools alongside Nimbus.
We won't refund. We will read the report carefully because patterns across reports help us patch faster.