Billing / Purchasing F.A.Q.

What are my payment options?

We use Paypal as our merchant account. Per Paypal’s website: “PayPal allows you to make payments using a variety of methods including: PayPal balance, a bank account, PayPal Credit, debit or credit cards, and rewards balance.”. Other Paypal payment options may be available at checkout. Venmo is also an option for those who prefer a more mobile-centric option.

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Payment options in our shopping cart

Do you offer payment options other than Paypal?

No, not at the moment. We are reviewing other payment options for the future, but Paypal is our sole payment service at the moment.

Do I have to create a Paypal account in order to make a purchase?

No. You can simply use a credit or debit card without creating a Paypal account. When proceeding from your shopping cart to Paypal, if you do not already have a Paypal account, click the following option on the first screen:

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Select “Debit or Credit Card”

Fill in the necessary credit/debit card information and billing address info to complete the purchase process.

Do you offer a credit or pay-over-time service?

Paypal offers a service they call Pay Later which offers two options:

Pay in 4 is not available in some states, regions, territories, and other restrictions may apply. Read more at the Pay in 4 and Pay Monthly page at PayPal for more information.
Link: https://www.paypal.com/payin4

I need to change my credit card information. Can you do that for me?

No. All credit/debit card information (card numbers, expiration dates, etc.), banking information, and all things financial are handled exclusively through Paypal directly. While we can do things like cancel subscriptions and issue refunds on purchases, we do not have direct access to any financial information and cannot make changes of that nature for you.

If I pay with Venmo and want a refund, can you refund Venmo payments?

Yes. As Venmo is owned by Paypal, the refund process is the same as any other payment method used at Paypal.com. Funds will be refunded either back to the Venmo account from which they came, or will be refunded to the method of funding used at checkout (credit card, bank account, etc.).

What is your refund policy?

We offer a 30-day refund policy on everything purchased from our website Store. See notes about refunds through Steam below.

Is the refund policy the same on Steam as it is on the Store on the Fantasy Grounds website?

No. While we offer a 30-day refund policy on items purchases on our Store, Steam has it’s own refund policy. Per their website, “The Steam refund offer, within two weeks of purchase and with less than two hours of playtime, applies to games and software applications on the Steam store.”

For complete Steam refund information, please read more here:
Steam Refunds: https://store.steampowered.com/steam_refunds/

Can Smiteworks / Fantasy Grounds issue refunds for purchases made on Steam?

Unfortunately, we don't have any ability to issue refunds on Steam. All requests for refunds will need to be sent through the process described below. The automated response will grant a refund if it meets all the criteria. You may need to escalate this with Steam if that is denied for any reason and explain the reasoning in more detail.

Steam Refunds: https://store.steampowered.com/steam_refunds/

Instead of a monetary refund, can I just get Store credit?

We do not have a “store credit” system, but we are happy to facilitate all eligible refunds and allow you to purchase something else if you like.

Why am I still being charged for a subscription after purchasing a one-time license?

Subscriptions are purchases made independent of one-time licenses and will be charged monthly until manually cancelled. For more information, please see our License Keys F.A.Q. section.

I get a Paypal error when trying to check out. What happened?

If you received an error stating “Things don’t appear to be working at the moment. Please try again later.”, this most often occurs when trying to “purchase” a free item. Paypal cannot make a charge of $0.00. This can be rectified by combining a non-free item with the purchase, or with a $1.00 donation at checkout.

If you have no free items or other non-free items in your cart and still receive the Paypal error, please submit a support ticket.

For related articles, see our Account F.A.Q. and our License Keys F.A.Q. pages.