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, checkout journeys, account environments and play services |
| Effective date | 16 April 2026 |
| Primary contact | info@isle-craft.com |
| What this policy covers | How digital products are delivered, when fulfilment is treated as complete, what happens if delivery is delayed or fails, and how users should report product-access issues |
| Who should read this | Players, account holders, customer-support staff, payment partners and service providers reviewing fulfilment controls for digital goods |
Operational note. This Digital Product Fulfilment Policy is drafted as a full standalone website document for deployment by SAUNA PISCES LTD. It explains how the Company fulfils digital purchases made on Isle Craft, including virtual currency, virtual items, access-linked features and other gameplay-related digital content. It is intended to work alongside the Terms of Use and End User Licence Agreement, Payment Policy, Refund Policy, Cancellation Policy, Privacy Policy and Cookie Policy.
| Important: Isle Craft offers digital entertainment content rather than physical goods. Delivery usually takes place electronically by crediting the relevant user account, enabling the relevant feature, or otherwise making the digital content available within the Isle Craft environment. No physical shipment is required unless the Company expressly states otherwise in a separate offer. |
1. Scope and Relationship with Other Policies
This policy applies to all digital products, virtual currency, virtual items, game-linked entitlements, enhancement packs, access-linked features and other non-physical content made available for purchase or redemption through Isle Craft.
This policy supplements the Terms of Use and End User Licence Agreement, Payment Policy, Refund Policy and Cancellation Policy. The Terms govern the overall contractual relationship; this policy explains the operational mechanics of fulfilment and delivery for digital purchases.
Nothing in this policy limits any non-excludable statutory rights available to consumers under applicable law, including rights relating to faulty digital content or unfair commercial practices.
2. What the Company Means by “Digital Product” and “Fulfilment”
For the purpose of this policy, a digital product means non-physical content or functionality supplied electronically through Isle Craft. Examples may include virtual currency, virtual items, in-game consumables, cosmetic upgrades, entitlement unlocks, account-linked features or other licensed digital content made available within the Service.
Fulfilment means the point at which the Company has taken the technical steps reasonably necessary to make the purchased digital product available to the user in the intended Isle Craft environment. Fulfilment may occur by account credit, item posting, inventory update, feature unlock, access grant, server-side activation, confirmation message or another technically valid delivery method used by the Service.
Because the Service is digital, fulfilment may occur immediately, near-immediately or after a short processing period depending on the type of content purchased, the payment method used, the payment provider response, fraud checks, account state, gameplay server conditions and other operational factors.
3. General Fulfilment Model
Most Isle Craft purchases are intended to be fulfilled electronically to the specific user account or gameplay environment associated with the checkout flow used at the time of purchase.
A purchase may be treated as ready for fulfilment only after the Company or its payment provider receives a valid transaction confirmation, the transaction is not blocked by security or risk controls, and the destination account or environment can be identified with sufficient reliability.
Where the Company reasonably suspects fraud, payment-instrument misuse, account compromise, duplicate-purchase abuse or breach of the Terms, fulfilment may be paused, delayed, partially restricted or refused pending review.
4. When Fulfilment Is Normally Considered Complete
Fulfilment is usually considered complete when the relevant digital product is visibly or technically made available to the user in the intended Isle Craft account or gameplay environment, even if the user has not yet actively used, consumed or spent the content.
Examples of completed fulfilment include: virtual currency credited to the correct account wallet or balance; virtual items added to the correct inventory; an entitlement or game feature activated on the relevant account; or access made available through an account-linked service response or system message.
A completed fulfilment event may be evidenced by internal transaction logs, product-assignment records, processor references, account event history, inventory entries, server-side activation records, support logs or other system records maintained by the Company or its service providers.
5. Typical Fulfilment Timeframes
Many digital purchases are designed to be fulfilled immediately or within minutes of successful payment confirmation. However, exact fulfilment timing is not guaranteed unless the Company explicitly states otherwise on the relevant purchase page.
Processing may take longer where additional payment authentication is required, the payment processor returns a pending status, the user account is undergoing security review, maintenance affects delivery infrastructure, or manual intervention is necessary to prevent loss or abuse.
If fulfilment is materially delayed beyond the timeframe reasonably expected for the relevant product type, the user should contact support using the contact details published on the website and provide enough information to allow the Company to investigate efficiently.
6. Preconditions for Successful Delivery
To fulfil a purchase correctly, the Company may rely on account identifiers, purchase-session data, gameplay session mapping, destination-environment data, technical device compatibility, network integrity and the transaction outcome reported by the approved payment processor.
Users are responsible for logging into the intended account before purchase where required, ensuring that the relevant gameplay environment is correctly selected, and reviewing checkout information before confirming payment.
The Company is not responsible for delivery problems caused by the user selecting the wrong account, using unauthorised third-party tools, entering inaccurate credentials, manipulating regional or technical settings, or attempting to route purchases to unsupported or compromised environments.
7. No Physical Shipping; No Stored-Value Service
Unless the Company expressly advertises a separate physical product, Isle Craft purchases are digital only and are not shipped by post, courier or freight service.
The crediting of virtual currency or similar digital entitlements is part of the licensed digital-content model of the Service and does not create a bank account, wallet service, stored-value product, redeemable balance, investment asset or other regulated financial instrument.
Digital content has value only within the Isle Craft environment and only as permitted under the Terms. It is not designed to be withdrawn, cashed out or transferred outside the Service unless the Company expressly states otherwise in writing.
8. Delayed, Pending or Failed Fulfilment
A purchase may be delayed or remain pending for reasons including processor latency, issuer authentication, fraud controls, sanctions screening, server congestion, maintenance, account-lock conditions, mapping failure between payment session and game account, or temporary technical interruption.
If the Company determines that delivery failed after a valid payment was taken, it may choose the remedy that is most operationally appropriate and fair in the circumstances, including re-crediting the product, manually completing fulfilment, reversing the transaction, or referring the matter for refund consideration under the Refund Policy.
The Company may ask the user to provide transaction details, screenshots, account identifiers, timestamps, device details or other reasonable evidence to help distinguish a true failed-delivery event from a pending state, duplicate authorisation hold, user-side display issue or account-selection error.
9. User-Side Display, Synchronisation and Access Issues
In some cases, the product may have been fulfilled on the server side but may not appear instantly on the user interface due to cached sessions, delayed synchronisation, local device issues, connectivity problems, outdated browser sessions or platform instability.
Before reporting failed delivery, users should take reasonable troubleshooting steps such as refreshing the session, logging out and back in, checking the correct account, reviewing in-game inventory or balance screens, ensuring a stable connection and confirming that the transaction has actually settled rather than remaining pending at the issuer or processor level.
A temporary display problem does not necessarily mean that fulfilment failed. The Company may rely on back-end records when assessing whether the purchased content was delivered.
10. Manual Review and Risk Controls
The Company may place a purchase into manual review before fulfilment or after provisional fulfilment where security, fraud or abuse signals justify additional checks. This may occur, for example, in cases of unusual transaction velocity, mismatched billing indicators, repeated failed authentication, suspected account takeover, device anomalies, payment-instrument abuse, chargeback history or other risk factors.
During manual review, the Company may temporarily withhold fulfilment, restrict use of the credited content, seek clarification from the user, or coordinate with payment processors and service providers to validate the transaction.
The Company may refuse fulfilment altogether where it reasonably concludes that the transaction is unauthorised, unlawful, inconsistent with the intended use of the Service, or otherwise prohibited under the Terms or applicable law.
11. Evidence and Fulfilment Records
To manage disputes and support requests, the Company may maintain logs and records showing when a purchase was initiated, authorised, processed, fulfilled, reversed, refunded, suspended or otherwise acted upon.
Relevant records may include product identifiers, timestamps, transaction references, account mappings, device or session data, server-side delivery logs, support communications, refund-case notes and processor responses.
These records may be used by the Company for customer support, fraud prevention, internal reconciliation, dispute defence, chargeback management, legal compliance and service-quality improvement, subject to the Privacy Policy and applicable law.
12. Incorrect Account, Duplicate Purchase and User Error Scenarios
If a user purchases content for the wrong account or repeats a purchase by mistake, the outcome will depend on whether the product has already been fulfilled, whether the content remains unused, whether reversal is technically possible and whether mandatory consumer law requires a remedy.
The Company is not obliged to reverse every user error, particularly where the content has already been delivered, consumed, spent, merged into gameplay state, or technically bound to the selected account. However, the Company may consider reasonable case-by-case remediation where this can be done without abuse risk or disproportionate operational burden.
Users should contact support as soon as possible after discovering an error. Delay may reduce the Company ability to investigate or offer any practical remedy.
13. Relationship to Refunds, Cancellations and Chargebacks
The fact that fulfilment has occurred is relevant to refund eligibility, particularly for digital content that is delivered immediately or consumed after purchase. Refund requests are assessed under the Refund Policy together with any applicable statutory rights.
Cancellation rights, account-closure effects and post-termination handling of unused digital content are addressed in the Cancellation Policy and the Terms of Use and End User Licence Agreement.
Users should contact the Company before initiating a chargeback where reasonably possible. Unnecessary or abusive chargebacks may result in account restrictions, evidential submissions by the Company to the payment provider and, where appropriate, suspension of future purchasing rights.
14. Support Process for Fulfilment Issues
Users reporting a fulfilment issue should contact support at the published contact address and provide sufficient information to identify the transaction and account. Helpful information typically includes account identifier, approximate transaction time, amount, currency, product purchased, device used and any screenshots that show the issue.
The Company aims to investigate fulfilment issues in a commercially reasonable timeframe. More complex cases may require coordination with payment providers or technical service partners and may therefore take longer than simple delivery checks.
Submission of a support request does not automatically mean that fulfilment failed or that a refund will be issued. The Company will first assess whether payment succeeded, whether delivery occurred, whether the issue is temporary, and what remedy is technically and legally appropriate.
15. Service Changes, Maintenance and Force Majeure-Type Events
The Company may from time to time carry out maintenance, patching, gameplay balancing, infrastructure migration, fraud-control updates or service changes that affect how digital products are delivered or displayed.
The Company is not liable for fulfilment delay or temporary inaccessibility caused by events beyond its reasonable control, including internet outages, cloud-service interruptions, processor downtime, malicious attacks, card-network incidents, sanctions blocks, governmental restrictions or third-party platform failure.
Where practicable, the Company may use notices, support communications or website messaging to explain material fulfilment disruption affecting a wider group of users.
16. Children, Age Controls and Authorised Purchases
Users must comply with the age and account-eligibility rules stated in the Terms. The Company may refuse fulfilment, restrict access or reverse transactions where it reasonably believes that purchases were made in breach of applicable age requirements or without proper authority.
Parents, guardians and authorised payers are responsible for supervising access to their devices, accounts and payment instruments. The Company may consider age- or authority-related complaints in good faith, but it may also rely on account records, device usage patterns and transaction history when assessing responsibility.
17. Policy Updates
The Company may amend this policy from time to time to reflect product changes, processor arrangements, legal developments, fraud risks, service redesigns or operational learning.
The version published on the website at the relevant time will govern unless mandatory law requires otherwise. The Company may indicate the updated effective date on the published document.
18. Contact Details
Questions about this policy or reports of fulfilment problems may be sent to info@isle-craft.com or by using the official contact details published on the Isle Craft website.
Users should provide accurate and complete information when reporting an issue so that the Company can investigate efficiently and reduce avoidable delays.
Operational Fulfilment Reference Table
The table below gives a practical overview of how common fulfilment scenarios are generally treated. It is illustrative and may vary depending on the exact product, technical architecture and legal requirements that apply to the case.
| Scenario | Typical treatment | Likely evidence checked | Possible next step |
| Successful payment and immediate account credit | Fulfilment treated as complete | Processor confirmation, account log, balance or inventory record | No further action unless user reports an issue |
| Successful payment but delayed product display | Case reviewed as possible synchronisation issue | Server logs, account mapping, browser or session state | Refresh, re-login, support check, manual confirmation |
| Successful payment but no product delivery visible or logged | Potential failed fulfilment case | Settlement status, delivery records, support evidence | Manual re-credit, reversal or refund assessment |
| Suspected fraud or unauthorised payment use | Fulfilment may be paused or reversed | Risk flags, processor messages, device and account activity | Manual review, contact with user, possible refusal or refund hold |
| Purchase to wrong account due to user error | Case-by-case review only | Checkout mapping, account identifier, fulfilment status | Possible discretionary help where technically feasible |
What users should do before reporting non-delivery
- Confirm that the payment has actually settled or been authorised rather than merely shown as a temporary pending hold.
- Check that you were logged into the intended Isle Craft account at the time of purchase.
- Refresh the browser session, sign out and sign back in, and review the correct inventory, balance or entitlement screen.
- Collect the transaction amount, currency, approximate time, payment reference if available, and screenshots showing the issue.
- Contact support promptly if the issue remains unresolved.
Website deployment note. This document is designed as a standalone website policy and may be published without internal cross-reference fields, dynamic links or auto-generated placeholders. It should therefore open cleanly and should not display “Error. File not found”.