Billing & refunds

This page explains the purchase, refund and missing-access routes for Ascendle® and Ascendle Arena®.

Commercial model: paid DGS game offers are one-off purchases. They are not recurring subscriptions and they do not renew automatically. A completed purchase grants the permanent product entitlement shown at checkout.

Availability, the current selling price, currency and any applicable taxes are confirmed through the relevant game Store and checkout at the time of purchase.

Departure Gate Studios Ltd is the company behind Ascendle® and Ascendle Arena®. Company number: 17159156. Email: billing@departuregatestudios.com.

Purchase routes

The payment and refund route depends on where the purchase was made.

• Browser: browser purchases are processed by Paddle as Merchant of Record. Paddle is the seller for the payment transaction and may appear on the receipt or card statement. Departure Gate Studios continues to provide and support the game and the entitlement.
• Google Play: purchases made through the Android app are handled through Google Play where required and are subject to the applicable Google Play purchase and refund processes.
• Future app stores: purchases through any future Apple or other app-store version will follow the requirements and buyer-support routes of that store.

Refunds and consumer rights

Refund eligibility depends on the purchase route, the circumstances of the purchase, the buyer's location, the applicable payment-provider or app-store terms, and applicable consumer law.

For browser purchases processed by Paddle, buyers can use Paddle Order Support to request billing help or a refund and can review Paddle's Refund Policy.

For purchases made through Google Play, buyers should use the applicable Google Play purchase and refund process. DGS support can still help investigate a product-access or entitlement problem.

Nothing on this page limits any statutory rights that cannot lawfully be excluded or restricted.

If a transaction is refunded, reversed or successfully disputed, the related paid entitlement may be removed or adjusted to reflect the final payment state.

Permanent ownership

Permanent ownership means that the purchased DGS product entitlement does not expire on a timer and does not require a recurring payment to remain active.

The entitlement is linked to the applicable DGS account and purchase record. Permanent ownership refers to the purchased game entitlement; it does not transfer ownership of Departure Gate Studios intellectual property, trademarks, software or other protected material.

Missing access or entitlement problems

If you have paid but cannot access the expected Ascendle® or Ascendle Arena® entitlement, please contact Departure Gate Studios Support.

To help us investigate, include:

• the product involved: Ascendle® or Ascendle Arena®
• the platform or purchase route used
• the account email used for sign-in, where relevant
• any order, receipt or transaction reference available

Do not send full payment-card details, passwords or other sensitive payment information to DGS support.

Account deletion

Deleting a DGS game account is separate from requesting a refund. If you have made a purchase and are considering account deletion, contact DGS support first if you need help confirming the account or entitlement linked to that purchase.