1. Who You Buy From
Purchases made through the Haven SMP store are processed by Tebex, which acts as the merchant of record — the entity legally responsible for selling the digital content to you.
Tebex's own terms state that you are purchasing from Tebex Limited — registered in England and Wales, company number 08129184, registered office Levy Cohen & Co, 5.2 Central House, 1 Ballards Lane, London, N3 1LQ, VAT numbers GB167189962 and EU372035465 — unless you both reside in the United States of America and pay by credit or debit card, in which case you are purchasing from Tebex Inc.
The entity acting as seller is identified at checkout. Tebex's current terms are published at https://checkout.tebex.io/terms.
Your purchase contract is with Tebex, not with Haven SMP. Tebex's terms state that no contract is formed between you and the platform in respect of the purchase, and that where Tebex's terms conflict with any other terms applying to the purchase, Tebex's terms take priority.
Accordingly:
- Tebex processes the purchase and payment;
- Tebex is responsible for the contractual sale of the relevant digital product;
- Tebex collects and remits any applicable VAT or sales tax;
- Tebex handles applicable payment, chargeback and refund processes; and
- Haven SMP is responsible for delivering the corresponding in-game entitlement within the Haven SMP Services.
You should therefore use Tebex's refund or support process for payment and refund requests.
For delivery problems relating to a Haven SMP entitlement, contacting Haven SMP support first will usually resolve the issue more quickly.
2. What You Are Purchasing
Haven SMP ranks, tags, permissions and similar packages are digital content or digital entitlements intended for use within the Haven SMP Services.
They are not physical goods and do not give you ownership of the Haven SMP server or its underlying infrastructure.
Unless expressly stated otherwise, a purchase grants you permission to use the relevant digital entitlement in accordance with the Haven SMP Terms of Service.
Prices are displayed on our website both exclusive and inclusive of VAT. The final price payable, including any tax applicable in your location, is confirmed by Tebex at checkout.
3. Statutory Consumer Rights
Nothing in this policy affects statutory consumer rights.
Where UK consumer law applies, paid digital content must comply with the requirements imposed by the Consumer Rights Act 2015, including requirements relating to quality, fitness for purpose and conformity with description.
Accordingly, a statement that a purchase is "non-refundable" does not prevent a consumer from exercising a statutory right to an appropriate remedy where one exists.
Depending on the circumstances, statutory remedies may include repair, replacement, a price reduction or a refund.
4. Cancellation of Digital Content Purchases
Certain online purchases ordinarily carry a 14-day cancellation period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
There is a specific exception for certain digital content supplied during the cancellation period.
Where digital content is supplied immediately, the cancellation right may cease once supply begins where the consumer has:
- expressly requested or consented to the supply beginning during the cancellation period; and
- acknowledged that they will lose the applicable cancellation right when supply begins.
These requirements are imposed by the Regulations and are reflected in the checkout process where applicable.
Nothing in this policy is intended to remove a cancellation right which remains legally available.
5. Subscriptions
The Haven and Haven+ ranks are supplied as monthly subscriptions. This section explains how they are billed and cancelled. Section 14 of the Terms of Service sets out the same position contractually.
5.1 How billing works
- Payment is taken on a recurring monthly basis until the subscription is cancelled.
- Each payment covers one month of access to the relevant rank.
- The subscription renews automatically at the end of each monthly period unless cancelled beforehand.
- The price and billing interval are those shown at checkout.
- Tebex confirms the amount and the billing frequency at checkout and in an email once the subscription is set up, and its published process also issues reminders in connection with renewal and failed payments.
- Not every payment method supports recurring billing. The methods available for subscriptions are those offered by Tebex at checkout, and currently include PayPal and credit or debit cards.
5.2 Cancelling
You may cancel a subscription at any time. Tebex's terms provide two routes: the cancel link in any subscription email Tebex sends you, or your payment history at https://checkout.tebex.io/payment-history. You may also contact Haven SMP support and we will assist you.
Cancelling stops any further payment being taken.
Cancellation takes effect at the end of the monthly period you have already paid for. You keep the rank and its features until that period ends, after which they are removed and no further payment is taken.
Cancelling does not by itself entitle you to a refund of the current month. This does not affect any statutory right to a refund or other remedy where one arises — for example where the digital content was faulty, not as described, or did not conform to the contract.
5.3 If a renewal payment fails
A subscription is not cancelled the moment a payment fails. Tebex will:
- attempt the payment up to three times in total;
- email you reminders so that you can update your payment details; and
- keep the subscription active during a short grace period while it attempts to collect payment.
Your rank stays active throughout this period. You do not lose access because a single payment attempt failed.
If all attempts are unsuccessful, the subscription ends, no further payments are taken, and the rank and its features are removed. You can purchase again at any time, or contact Haven SMP support if you resolve the payment issue and would like the entitlement restored.
5.4 Changing rank
Purchasing a higher rank applies that rank in addition to any rank you already hold.
If you want to move from one rank subscription to another rather than hold both, contact Haven SMP support before purchasing. Depending on what Tebex's subscription management allows at the time, this may involve cancelling the existing subscription and starting the new one. We will help you arrange it so that you are not paying for two subscriptions at once, or left without a rank in between.
5.5 Refunds of subscription payments
Refund requests relating to a subscription payment are determined by Tebex as seller, in accordance with its terms and applicable law.
Where a renewal was taken after you had cancelled, or where the rank was not delivered or did not work as described, contact Haven SMP support as well — we can confirm the delivery position to Tebex, which usually speeds the matter up.
6. Delivery Problems
If you have paid for a digital entitlement but it has not been correctly delivered to your Haven SMP account, please contact Haven SMP support.
Where reasonably possible, we will investigate and correct legitimate delivery problems.
Examples may include:
- a purchased rank not being assigned;
- a purchased tag not being applied;
- a purchased entitlement being incorrectly configured; or
- a technical error preventing access to a purchased feature.
Correcting a delivery problem does not prevent you from exercising any other statutory right you may have.
7. Custom Ranks and Tags
Where a purchase includes a custom rank, custom tag or similar personalised digital entitlement, the requested content must comply with the Haven SMP Terms of Service and our reasonable community standards.
We may refuse a requested name, colour, symbol or design where it is, for example:
- discriminatory or hateful;
- sexually explicit;
- threatening or abusive;
- designed to impersonate Staff or another person;
- unlawful; or
- otherwise inappropriate for the Haven SMP community.
Where reasonably possible, we will offer an alternative specification at no additional charge rather than leaving the customer without the purchased entitlement.
8. "Lifetime" Purchases
Where a package is described as "lifetime", "permanent" or similar — including the Custom Rank — it is a one-off purchase and not a subscription. No recurring payment is taken.
"Lifetime" means the entitlement is intended to remain available for as long as the Haven SMP Services continue to operate and the relevant entitlement continues to be offered.
It does not constitute a guarantee that Haven SMP will operate indefinitely or for any specified minimum period.
If Haven SMP permanently ceases operation, server-specific entitlements will ordinarily cease to have practical use. This does not affect any statutory rights a consumer may have against the applicable seller.
9. Bans and Suspension
If an account is suspended or permanently banned for violating Haven SMP's Terms of Service, the account may lose access to Virtual Items and other Haven SMP entitlements.
9.1 Active subscriptions
Where you hold an active subscription at the time of a suspension or permanent ban:
- the subscription should be cancelled so that no further payments are taken. We will cancel it where we are able to; otherwise contact Tebex or Haven SMP support and we will help you do so;
- the remainder of the period you have already paid for is not automatically refunded where the suspension or ban results from your breach of the Terms of Service. The digital content was supplied to you as described, and the reason you can no longer use it is your own breach;
- if the decision is reversed on appeal, we will restore the entitlement and, where the subscription has lapsed in the meantime, help you reinstate it without loss of the period concerned.
9.2 Tebex's position
Tebex's terms state that where you are banned for breaking the rules of the platform after the purchase has been delivered, you will not be entitled to a refund, and that bans are at the platform's discretion. They also state that if the server is no longer operated, the virtual items are forfeit.
Tebex's terms further state that, except where required by applicable consumer law, transactions are final and there are no refunds.
9.3 Statutory position
A breach of the Terms of Service does not, by itself, remove statutory consumer rights.
Where a refund request concerns properly supplied digital content which remains compliant with the contract, Tebex may determine the request in accordance with its terms and applicable law.
Where the underlying digital content was defective, misdescribed, not fit for purpose or otherwise failed to comply with statutory requirements, the applicable statutory rights remain unaffected.
10. Changes to Virtual Items
Haven SMP may make reasonable changes to ranks, tags, features and other digital entitlements for technical, security, balancing, legal or operational reasons.
We will seek to ensure that paid digital content continues to correspond with its description and applicable contractual obligations.
Where a change materially reduces the benefits of an active subscription, you may cancel that subscription under section 5.2.
Nothing in this section permits us to contract out of statutory consumer protections.
11. Accidental or Unauthorised Purchases
Where a purchase was made accidentally or by mistake, the customer should contact Tebex as soon as possible.
A refund is not guaranteed merely because a purchase was accidental, particularly where the digital content has already been supplied and the applicable cancellation right has lawfully ended.
However, nothing in this section affects rights arising from unauthorised transactions, fraudulent activity, defective digital content or other rights provided by law.
12. Chargebacks and Payment Disputes
Please contact Tebex or Haven SMP before initiating a chargeback where the issue can reasonably be resolved through support.
If a payment is reversed or charged back, Haven SMP may suspend or remove the associated digital entitlement, and any related subscription may be cancelled, because the corresponding payment has been reversed.
Where appropriate, Haven SMP may provide Tebex with information reasonably necessary to investigate the transaction and delivery of the relevant entitlement.
Nothing in this section prevents you from raising a genuine dispute with your bank, card issuer or payment provider.
13. Under-18 Users
Haven SMP is an 18+ community. Tebex's own terms set a minimum purchasing age of 16; Haven SMP's higher age requirement applies in addition, and governs access to the Services.
If we discover that a person under 18 has used Haven SMP in breach of this requirement, we may terminate their access in accordance with the Terms of Service, and any active subscription should be cancelled so that no further payments are taken.
Where a purchase was made through Tebex, any question concerning the refund or cancellation of that purchase will be considered by the relevant seller in accordance with applicable law.
The fact that Haven SMP restricts access to people aged 18 or over does not, by itself, remove any statutory consumer rights applicable to the purchase.
14. Events Outside Our Control
Where Haven SMP is unable to provide a purchased entitlement because of an event outside our reasonable control, section 19 of the Terms of Service applies.
Where such an event prevents us from providing a paid subscription for a substantial period, you may cancel that subscription under section 5.2, and any statutory right or remedy you may have is unaffected.
15. How to Request Support
For an in-game delivery problem, or a question about a subscription: Open a ticket in the Haven SMP Discord server — https://discord.gg/HQzQRNGcuD Or email matthewhaff3@gmail.com
For a purchase, payment or refund issue: Tebex Support — https://www.tebex.io/contact/checkout
When contacting support, please provide the order number or other transaction reference where available, together with your Minecraft username.
Do not send full payment-card numbers or other unnecessary sensitive financial information.
16. No Exclusion of Statutory Rights
Nothing in this policy:
- excludes or limits liability which cannot legally be excluded;
- excludes or restricts statutory consumer rights;
- prevents a consumer from seeking an available legal remedy; or
- makes a refund conditional upon giving up a right which cannot lawfully be waived.
Where this policy conflicts with a mandatory legal right, the mandatory legal right prevails.
17. Changes to this Policy
We may update this Refund and Cancellation Policy where necessary to reflect changes to the Services, payment arrangements, Tebex's terms or applicable law.
Each version carries a version number and effective date. The version in force at the time of the relevant purchase will normally apply to that purchase, subject to any mandatory legal requirements. Superseded versions are archived and available on request.
Related policies
- Haven SMP Terms of Service
- Haven SMP Privacy Policy
- Haven SMP Store Privacy Policy
- Haven SMP Community Rules