Warhammer Online shut down on December 18th, 2013. On November 1st billing ceased for Warhammer Online customers and the game was opened up for free for all customers until the game is shutdown. Some customers may be eligible for a refund if they had outstanding Game Time on their account or unused Game Time Cards, Game Time Codes or unused Game Item Codes as of November 1st, 2013. Please read below to determine if you qualify for a refund and what to expect from the refund process.
Customers qualify for a refund if they are in one of these categories:
If a customer had an active recurring credit card subscription with remaining Game Time on November 1st, 2013 then the customer is entitled to a refund for the last Game Time purchase that was made.
If a customer had active Game Time on their Warhammer Online account as of November 1st, 2013, they are entitled to a refund. The refund amount will be determined by the manufacturer’s suggested retail price for the Game Time Cards or Game Time Codes used to fund the active Game Time.
If a customer had unused Game Time Cards or Game Time Codes then they are entitled to a refund of the manufacturer’s suggested retail price of the unused Game Time Card or Game Time Codes.
If a customer had unused Purchased Game Item Codes then they are entitled to a refund of the manufacturer’s suggested retail price of the unused Purchased Game Item Code.
Please note if a customer has activated a Game Item Code on their account then they are not entitled to a refund for that Game Item Code.
If a customer qualifies for a Game Time refund they will be refunded the full purchase price of the Game Time unit that is being refunded regardless of how many days of active Game Time were remaining on their account on November 1st, 2013. For example:
On October 31st, 2013 if a customer purchased and activated 60 days of Game Time then they will receive a refund for the full 60 days.
On September 15th, 2013 if a customer purchased and activated 60 days of Game Time then they will receive a refund for the full 60 days.
The amount refunded will depend on the unit of Game Time purchased, typically in these amounts:
$14.99 for 30 days of Game Time
$29.98 for 60 days of Game Time
$41.97 for 90 days of Game Time
$77.94 for 180 days of Game Time
If a customer purchased Game Items Codes but did not use the code then the Game Items Code purchase will be refunded for the manufacturer’s suggested retail price.
If a customer had an active recurring credit card subscription on November 1st, 2013 then Customer Support will automatically attempt to refund the last Game Time package purchased by the customer to the credit card associated with the subscription. No action by the customer is necessary unless an issue occurs during the refund process. If an issue occurs Customer Support will contact the customer using the email address associated with the customer’s Mythic Master Account.
Used Retail Box Game Time Code – If a customer purchased Warhammer Online and activated the included Game Time Code and there is remaining Game Time on the customer’s account as of November 1st, 2013 then the customer needs to contact support@warhammeronline.com to establish a method through which a refund can be issued for the outstanding Game Time.
Used Physical Game Time Cards – If a customer activated a Physical Game Time card and there is remaining Game Time on the customer’s account as of November 1st, 2013 then the customer needs to contact support@warhammeronline.com to establish a method through which a refund can be issued for the outstanding Game Time.
Used Origin™ Game Time Codes – If a customer activated an Origin Game Time Code and there is remaining Game Time on the customer’s account as of November 1st, 2013 then the customer needs to contact support@warhammeronline.com to establish a method through which a refund can be issued for the outstanding Game Time.
Used Russian Digital Game Time Codes – If a customer activated a Game Time Code purchased through Chronopay and there is remaining Game Time on the customer’s account as of November 1st, 2013 then the customer needs to contact support@warhammeronline.com to establish a method through which a refund can be issued for the outstanding Game Time.
Unused Physical Game Time Cards – If a customer purchased a physical Game Time Card from an authorized reseller but has not used it then the customer needs to contact support@warhammeronline.com to establish a method through which a refund can be issued for the unused Physical Game Time Card. Customers will be required to provide the serial number on the Game Time Card as well as the activation code to qualify for a refund.
Unused Origin Game Time Codes – If a customer purchased an Origin Game Time Code but did not use it Customer Support will attempt to automatically refund the purchase using the payment method the Game Time Code was purchased with. Customers will receive an email letting them know if the refund was successful or not at the email address associated with the Origin account that purchased the Game Time Code. If an issue occurs during the refund process the customer will need to contact support@warhammeronline.com to resolve the issue.
Unused Game Item Codes – If a customer purchased an Origin Game Item Code but did not use it Customer Support will attempt to automatically refund the purchase using the payment method the Game Item Code was purchased with. Customers will receive an email letting them know if the refund was successful or not at the email address associated with the Origin account that purchased the Game Item Code. If an issue occurs during the refund process the customer will need to contact support@warhammeronline.com to resolve the issue.
Refunds began on or about December 18th. Due to the number of refunds being issued it may take up to 90 days to process all refunds. Customers with outstanding Game Time or with Unused Game Time Codes or Game Item Codes purchased via Origin will receive emails throughout the process letting them know if they qualify for a refund, when the refund has been processed or if an issue has occurred with the refund. Likewise, customers with unused physical game time cards or used game time cards who contact support@warhammeronline.com will receive emails throughout the process letting them know if they qualify for a refund, if the refund has been processed or if an issue has occurred with the refund. If you have a question regarding the status of your refund please email support@warhammeronline.com and allow up to 48 hours for a response.
For refunds that require information from the customer, once that information is acquired the refund should take 7 to 14 days to process. Emails letting customers know if their refund was successful or not will be sent once the refund has been processed.
We strongly encourage all affected customers to contact customer support within 90 days to ensure timely refund processing. Refunds that can be processed without customer interaction will be handled automatically and need no initiation from the customer. The refund process is scheduled to begin on December 18th, 2013. Automated refunds that don’t require customer interaction will begin in late January. Updates, changes or delays to the refund process will be posted to www.warhammeronline.com.
