Refund & Cancellation Policy
We stand by the quality of Citadel FPS. If the software encounters technical incompatibility on your system and our support desk cannot resolve it, you are eligible for a 100% full refund within 14 days of purchase.
1. Free 24-Hour Trial Period
Before purchasing any paid pass, Citadel FPS provides a 100% free, full-featured 24-hour trial with zero registration and no credit card required. We encourage all users to run the 24-hour trial to verify compatibility with their PC and games.
2. Eligibility for Refunds
You may request a refund within 14 calendar days of your initial purchase date under the following circumstances:
- The software repeatedly crashes, fails to launch, or experiences technical defects on supported Windows 10/11 operating systems that our engineering team cannot resolve.
- You were accidentally charged multiple times for the same order due to a payment gateway duplicate transaction.
3. Non-Refundable Scenarios
Refunds cannot be issued if:
- The request is made after 14 days from the original transaction timestamp.
- The license key has been revoked due to unauthorized resale, reverse-engineering, or violation of our Terms of Service.
- Failure to follow standard PC usage requirements clearly stated in documentation (e.g. running on unsupported Windows 7/8/XP).
4. Subscriptions & Cancellations
Citadel FPS access passes (7-Day Match Pass, 30-Day Pro Pass, Lifetime Access) are one-time purchases with no hidden recurring subscription rebills. You will never be charged automatically at the end of your pass period unless you choose to manually purchase a new pass.
5. How to Request a Refund
To request a refund, simply reach out to our support desk:
- Email (Direct): [email protected] (subject line: "Refund Request [Order ID]")
- Online Support Ticket: Submit a ticket via our Online Support Desk on our homepage.
Our team reviews refund inquiries within 24 hours. Once approved by our Merchant of Record, refunds typically appear on your original payment card within 3 to 7 business days.