For the Isle Craft website and related browser-based game services
| Operator | SAUNA PISCES LTD (Company No. 15568666) |
| Registered office | 20 Wenlock Road, London, England, N1 7GU, United Kingdom |
| Website | isle-craft.com and associated Isle Craft pages, account areas, support channels and play services |
| Effective date | 16 April 2026 |
| Primary contact | info@isle-craft.com |
| Product model | Consumer digital entertainment service with one-time purchases of virtual currency, virtual items or game-linked digital content |
| Purpose of this document | To explain how users may cancel accounts or services, what happens after cancellation, and how the Company treats purchased digital content and virtual currency after access ends |
Operational note. This Cancellation Policy is drafted as a full standalone website document for deployment by SAUNA PISCES LTD. It complements the Terms of Use and End User Licence Agreement, Refund Policy, Payment Policy, Privacy Policy and Digital Product Fulfilment Policy. It is intended to give players and payment partners a clear operational explanation of account closure, purchase finality, non-cash-out treatment, suspension scenarios and post-termination handling of virtual content.
| Important: Isle Craft is presented as a digital game service with one-time purchases and no cash-out. Cancellation of an account or service access does not create a right to redeem virtual currency, virtual items or other digital content for money, except where mandatory law requires a different outcome. Refund eligibility is governed separately by the Refund Policy and cannot be created merely by closing an account. |
1. Scope and Interpretation
This Cancellation Policy applies to the closure, termination, withdrawal, suspension, restriction or deactivation of user access to Isle Craft, including public website accounts, in-game profiles, purchase-linked player accounts, support-managed account closures and any related service access the Company provides in connection with Isle Craft.
For the purposes of this policy, cancellation may refer to a user request to close an account, a user decision to stop using the Service, a Company decision to terminate or suspend access under the Terms, or the technical retirement of a legacy account, feature or service environment. The legal and financial consequences may differ depending on the reason for cancellation.
This policy should be read together with the Terms of Use and End User Licence Agreement. If there is any conflict, the Terms govern the core contractual relationship and this document explains the operational consequences of cancellation and account closure.
2. Nature of the Service and Purchases
Isle Craft is a browser-based digital entertainment service. The Company states that the Service is built around one-time purchases of digital content such as virtual currency, virtual items, account-linked features or similar in-service entitlements. The Service is not presented as a subscription membership, savings product, wallet, gambling balance, stored-value account or redeemable financial instrument.
Virtual currency, virtual items and other digital entitlements are licence-based, personal to the user account and intended for use only within the Service. They do not represent money held for the user, do not accrue interest, cannot ordinarily be transferred outside the Service and do not create a right of withdrawal or redemption into fiat or crypto value.
Because the Service supplies digital content intended for immediate or near-immediate enjoyment, the closing of an account does not undo prior lawful delivery of digital content. Users should therefore consider carefully whether they wish to request account deletion or closure after making purchases.
3. Ways a User May Cancel or Close an Account
A user may request cancellation or closure of an Isle Craft account by contacting the Company through the published support channel and providing enough information to identify the account safely. The Company may ask for reasonable verification steps before acting on the request in order to prevent unauthorised account closure or social-engineering abuse.
Where self-service account deletion or closure tools are made available in the future, the Company may allow cancellation through the user interface. Until then, the support channel described on the website may remain the main route for cancellation requests.
A request to close an account should clearly state whether the user is asking only to stop future use, to deactivate access, to delete personal data where applicable, or to seek help with a billing matter. Different workflows may apply to each of those requests.
4. Effective Time of User Cancellation
Cancellation does not necessarily take effect immediately upon submission of a request. The Company may need reasonable time to verify the requester, complete internal checks, ensure that there are no unresolved fraud, security, chargeback or legal issues, and process the operational closure of the account.
During this processing period, the Company may temporarily restrict login, purchases, transfers of in-service entitlements where applicable, or support changes to the account while the request is reviewed.
The Company will ordinarily treat the cancellation as effective once it has confirmed closure, deactivated access or otherwise completed the relevant account workflow. Until then, prior terms and operational safeguards remain in force.
5. Consequences of Voluntary Account Closure by the User
Once a user account is closed, the user may lose access to gameplay progress, profile settings, purchase history visibility, stored preferences, support context, and any virtual content or account-linked entitlements associated with that account, except to the extent the Company keeps limited records for legal, tax, fraud-prevention, accounting, dispute or compliance reasons.
Where permitted by law and by the Service design, virtual currency balances, virtual items, digital enhancements and other in-service content remaining in the account at the time of closure may be forfeited or become inaccessible. They are not ordinarily converted into cash, refunded, or transferred to another person merely because the user chose to close the account.
Users should therefore use reasonable care before requesting cancellation and should contact support in advance if they need clarification on the practical impact of account closure on their remaining account-linked content.
6. No Automatic Refund on Cancellation
Closing an account, deleting an account or choosing to stop using the Service does not by itself create a right to a refund. Refund eligibility is assessed separately under the Refund Policy and any mandatory rights under applicable consumer law.
Where digital content has already been delivered, credited, accessed, consumed or materially used, the Company may treat the purchase as final subject to legal requirements. A user cannot ordinarily obtain a refund solely because they no longer wish to maintain an account or continue playing the game.
If a user believes that a payment was unauthorised, duplicated, not delivered correctly or otherwise faulty, the user should use the support and refund channels rather than relying on account cancellation as a remedy.
7. Company-Initiated Suspension, Restriction and Termination
The Company may suspend, restrict or terminate access to the Service where it reasonably believes that the user breached the Terms, used an unauthorised payment instrument, engaged in fraud, exploited the game or checkout environment, abused support channels, attempted chargeback fraud, manipulated regional settings, used bots or automation, or otherwise created legal, security, operational or commercial risk.
The Company may also suspend or terminate access where required by law, sanctions obligations, payment-provider requirements, card-scheme rules, acquirer instructions, court orders, security incidents, infrastructure outages, product retirement or force majeure conditions affecting the Service.
A suspension may be temporary or permanent depending on the issue identified. During suspension, the Company may preserve logs, purchase records, device data, communications, gameplay records and other relevant evidence for investigation and dispute-handling purposes.
8. Effect of Fraud, Abuse or Payment Disputes on Cancellation Requests
If an account is subject to an open fraud review, security incident, unauthorised transaction investigation, chargeback, retrieval request, suspicious-payment review or similar dispute, the Company may delay completion of a cancellation request until the relevant issue has been reviewed and documented.
This is intended to protect users, payment partners and the Company from evidence loss, duplicate recovery attempts, abuse of support workflows or premature data destruction. A delay in processing cancellation under such circumstances is not a waiver of the user request but an operational safeguard.
Where a chargeback or fraudulent dispute is ultimately confirmed, the Company may close the account on adverse terms, refuse restoration of in-service content, or permanently block further access consistent with the Terms and applicable law.
9. Treatment of Virtual Currency, Virtual Items and Digital Entitlements
Virtual currency, virtual items and other digital entitlements are intended for use only within Isle Craft and only while the relevant account remains active and eligible for access. They are not equivalent to money, do not sit in a safeguarding or client-money arrangement, and are not redeemable on demand.
If an account is closed voluntarily, terminated for cause or left inactive after a service retirement event, remaining virtual balances or entitlements may expire, be deleted, become unusable or remain technically stored without future access, depending on the Service state and operational feasibility at the time.
Except where the Company expressly agrees otherwise or mandatory law requires otherwise, the Company is not obliged to transfer virtual assets between accounts, cash them out, compensate their notional value, or recreate them on a new account after cancellation.
10. Guest Access, Dormant Accounts and Inactivity
If the Service offers guest access, trial access or other limited-access formats, the Company may end those formats at any time without a formal cancellation workflow because they may not constitute a persistent registered account. Any purchases made through such flows remain subject to the Terms and related policies.
The Company may also archive, deactivate or retire dormant or long-unused accounts for security, technical, commercial or legal reasons. Where feasible and appropriate, the Company may provide notice through available contact details or in-product messaging before doing so.
Inactivity alone does not necessarily entitle the user to a refund or restoration of expired content. Users remain responsible for managing their accounts and purchases within the intended lifecycle of the Service.
11. Deletion of Personal Data Versus Closure of Service Access
A request to stop using the Service is not always the same as a request to erase personal data. The Company may close an account while still retaining certain information where needed for legal, tax, accounting, fraud-prevention, dispute-handling, network security or compliance purposes.
Where a user wants to exercise data protection rights in relation to personal data, the user should consult the Privacy Policy and clearly identify the specific right being exercised. The Company may distinguish between account deactivation, account deletion and selective data handling obligations.
Even after closure, the Company may retain minimum necessary records relating to purchases, refunds, disputes, security events or communications for a period reasonably required by applicable law or legitimate business necessity.
12. Service Retirement, Major Changes and Product Sunset
The Company may decide to retire a feature, close part of the Service, migrate to a new environment, or discontinue Isle Craft in whole or in part for business, legal, technical or strategic reasons. If this occurs, the Company may set a future end date for access and may publish notices or updated terms on the website.
Where a general service shutdown or material product sunset occurs, the Company may determine a fair operational treatment for then-current accounts, but it does not guarantee any particular compensation model unless required by law or expressly communicated by the Company at that time.
Nothing in this policy obliges the Company to keep the Service, any game mode, any server environment or any virtual content available indefinitely.
13. Cooling-Off and Mandatory Consumer Rights
Nothing in this policy is intended to exclude or restrict consumer rights that cannot lawfully be excluded under applicable law. Where a mandatory cooling-off right, conformity right, repair right, replacement right or refund right applies, the Company will seek to honour that right in accordance with law.
However, users should note that digital content supplied for immediate performance may be subject to legal exceptions or limitations once performance has begun, especially where the user requested immediate supply or used the content. The existence and scope of such rights depends on the governing law and the specific circumstances.
If a user considers that mandatory rights apply, the user should explain the basis of the request to support so the matter can be reviewed properly.
14. Reopening, Restoration and New Accounts After Cancellation
The Company is not obliged to reopen a closed account or restore previously available content after cancellation. Restoration may be technically impossible, commercially inappropriate, or unsafe from a fraud and security perspective.
If the Company nevertheless chooses to reopen or restore an account in a particular case, it may impose reasonable conditions such as successful identity verification, payment review, security checks, confirmation of ownership, or settlement of an outstanding dispute.
Users must not attempt to evade a lawful termination or suspension by creating replacement accounts, using alternative payment instruments, or providing false identity information.
15. Communications and Support Expectations
Users should submit cancellation-related requests through the official support contact provided on the website. Requests should include enough detail to locate the account accurately and to understand whether the user seeks closure only, help with a data rights request, support with a refund issue, or correction of a mistaken closure.
The Company may ask follow-up questions or request verification information before acting. It may also refuse to disclose account details until the requester identity and authority are reasonably confirmed.
Support response times may vary depending on workload, holidays, incident levels, fraud reviews and the complexity of the request. Urgent security concerns should be identified clearly in the initial message.
16. Changes to This Policy
The Company may amend this Cancellation Policy from time to time to reflect product changes, legal developments, risk controls, payment-partner expectations, support practices or operational experience. Updated versions may be published on the website with a revised effective date.
Material changes will ordinarily apply on a forward-looking basis, although clarificatory or compliance-driven updates may take effect when posted where lawful to do so.
17. Governing Law and Contact
This Cancellation Policy should be interpreted consistently with the Terms of Use and End User Licence Agreement, which provide for the governing law and dispute framework applicable to Isle Craft. Nothing in this document removes any non-excludable consumer forum rights that may apply under law.
Questions about this policy may be sent to SAUNA PISCES LTD through the published support contact: info@isle-craft.com. Postal correspondence may be addressed to the registered office published on the website and in this document.
Practical Outcomes Matrix
The table below is intended as an operational summary only. It does not override the Terms, the Refund Policy, or mandatory law.
| Scenario | Likely effect on access and content | Refund position | Notes |
| User closes account voluntarily | Access ends after processing; remaining virtual content may become inaccessible or be forfeited where lawful | No automatic refund | User should review remaining content before closure |
| User stops playing but keeps account open | Access may remain available subject to inactivity, security or product changes | No refund merely for non-use | Dormant accounts may later be archived or retired |
| Company suspends account for review | Temporary or permanent restriction may apply pending investigation | Refund depends on facts and Refund Policy | Evidence may be preserved during review |
| Chargeback or suspected payment abuse | Account may be frozen or terminated; content may be restricted | No refund where abuse or friendly fraud is confirmed | Company may contest payment disputes |
| General service shutdown or feature sunset | Access may end on a published end date | Treatment depends on Company notice and mandatory law | No promise of perpetual availability |
End of document.