Last updated: August 4, 2026
Lone Survivors sells digital ranks and packages for our Rust community servers. Because these goods are delivered electronically to a Steam account, refunds are limited.
1. General rule
All sales are final once the package has been delivered or activated on your Steam account, except where required by law or where we approve a refund under this policy.
2. Eligible refund requests
You may request a refund within 24 hours of purchase if:
- the package was not delivered due to a store or server error on our side; or
- you were charged more than once for the same package by mistake; or
- you have not used / claimed the package benefits yet and staff can confirm that.
3. Non-refundable situations
- Change of mind after delivery or use of rank / package benefits.
- Bans or punishments resulting from rule breaks.
- Server wipes, map changes, wipe schedules, or balance updates.
- Buying the wrong rank (unless staff can still reverse an unused package).
- Issues caused by using the wrong Steam account at checkout.
4. How to request a refund
Open a ticket on our Discord and include:
- your Steam ID / profile link,
- Tebex transaction / payment email or receipt,
- package name and approximate purchase time,
- a short description of the issue.
We aim to respond within a few days. Approved refunds are processed through Tebex and may take additional time to appear on your payment method.
5. Chargebacks
Filing a chargeback or payment dispute without contacting us first may result in removal of packages and a permanent ban. Contact Discord support first so we can help.
6. Contact
Refund support: Discord.