Last updated 5 August 2026
Essolis is operated by The Monkey Co., registered in the Netherlands, KVK 82424357, VAT NL003680173B39, at Livingstonelaan 898, Utrecht. Contact: invites@essolis.com.
As a consumer in the EU you normally have 14 days to withdraw from a purchase without giving a reason.
Digital content is the exception. When you buy an Essolis account you are asked to tick a box confirming two things: that you want access immediately, and that you understand you lose the right of withdrawal once that access is given. That is a legal requirement, not a formality — without your explicit consent we could not give you the account straight away.
| Situation | Refund? |
|---|---|
| You bought but have not redeemed your code | Yes — full refund within 14 days, no reason needed. |
| You redeemed your code and have an account | The withdrawal right is waived. See "Beyond the 14 days" below — we are still reasonable. |
| You pre-ordered and access has not started yet | Yes — full refund at any time until access begins. |
| Essolis is never delivered | Yes — full refund, always. See below. |
A pre-order is a promise. Two commitments come with it:
The law sets a floor, not a ceiling. If something is genuinely broken, if the product is not what was described, or if you bought the wrong tier by mistake, email us. We would rather refund someone than have them feel cheated by a hobby project.
What we will not refund is a working account bought a long time ago and used heavily — at that point you have had the thing you paid for.
Upgrading from a Player to a Dungeon Master account is a separate purchase and is treated as its own transaction for refund purposes. Refunding an upgrade returns your account to the Player tier; it does not refund the original Player purchase.
A refund removes the Dungeon Master privileges from your account. It does not delete anything. Your campaigns, characters, maps and uploads remain, and become read-only where they require a tier you no longer hold. If you buy again, everything is exactly where you left it.
If you want your data actually deleted, that is a separate request — see the Privacy Policy.
Email invites@essolis.com from the address you paid with, and say what you bought and why you want to return it. You will get a reply within 5 working days. Approved refunds go back to the original payment method through Stripe and typically appear within 5–10 working days.
You may also use the EU's Online Dispute Resolution platform if we cannot resolve it between us.
