Refund and Delivery Policy

How diamonds and items are delivered, when refunds are possible and how to request one — Arkhelm Online

Arkhelm Online Refund and Delivery Policy

Read together with the Terms of Service Section 3 (if they differ, the Terms of Service prevail) · Provider: Arkhelm Studio

Last updated: 1 November 2026

Diamonds (in-game currency for the Item Mall) at a fixed price of 1 THB = 10 diamonds · Top-up packs (diamonds + the items shown) · Monthly diamond card (diamonds right away + daily diamonds when you log in)
These are digital in-game goods with no physical shipping. Prices are in Thai baht with everything included and no extra fees
No automatic charges or monthly subscriptions Every purchase is a one-time payment made on the in-game "Top up Diamonds" page only

Once a Stripe payment (PromptPay or card/Link) succeeds, diamonds are added to your game account immediately and pack items are sent to your character’s mail
PromptPay may take a moment to be confirmed by the bank · your bank statement shows STRIPE PAYMENTS (THAILAND) LTD
If you paid but received nothing within 30 minutes, contact the team as in section 5 with the payment time, amount and character name

Duplicate payments, or wrong amounts caused by a system error
Payment succeeded but the diamonds/items were not received and the team cannot deliver them
Other cases required by law
As a rule there are no refunds once diamonds or items have been received (digital goods are delivered instantly) or for a change of mind after purchase, unless required by law

Refunds go back through Stripe to the original payment method and arrive on your bank’s/card issuer’s schedule (usually within a few business days)
The system takes back the diamonds, items, VIP and titles from that purchase. Items already taken out of mail are deducted as diamonds at shop price (details in Terms section 3)

In-game: the “Report a problem / Suggestion” button (Menu > System), choose "Lost item / wrong money"
Email: [email protected]
Can’t log in: the email above, or the game’s Discord group https://discord.gg/FFwXN7d8m
Include the payment time, amount, method (PromptPay/card/Link) and character name · never send your card number or password to anyone; the team never asks for them

Please contact the team first; most issues are solved faster that way
Payments reversed or refunded through a bank/card issuer: the account used to top up is suspended, and diamonds, items or in-game money from that payment may be recalled, including from players who received them later (per Terms section 3)

Diamonds, items and VIP obtained during CBT can only be used during CBT and are wiped when CBT ends · amounts topped up during CBT receive the early-player promotion when the game officially launches, per Terms section 3 · top-up history is never wiped