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 and play services |
| Effective date | 16 April 2026 |
| Primary contact | info@isle-craft.com |
| Supported billing currencies | Currencies may vary by checkout location and payment provider configuration. Currently referenced website billing currencies include USD, EUR and GBP, where made available at checkout. |
| Who should read this | Players, account holders and anyone making or attempting to make a purchase through Isle Craft |
Operational note. This Payment Policy is drafted as a full standalone website document for deployment by SAUNA PISCES LTD. It explains how the Company accepts and processes payments for digital products and related services on Isle Craft. It also sets expectations regarding payment methods, currencies, verification, authorisation, fraud controls, billing disputes, refunds, and transaction security.
| Important: purchases on Isle Craft are intended to be one-time purchases of digital content, virtual currency, virtual items or game features. The Company does not state that the service offers subscriptions, cash-out rights, gambling functionality, stored-value services or any regulated financial product. Payments may be accepted only through approved third-party payment processors and may be subject to security, fraud, sanctions, velocity or risk checks. |
1. Scope and Purpose
This Payment Policy applies to all payments, attempted payments, payment authorisations, settlements, reversals, declines, disputes and chargeback-related matters arising in connection with Isle Craft, including purchases made on the public website, within the browser-based game environment, through account-linked checkout flows, and through any official purchase page made available by the Company.
This policy supplements the Terms of Use and End User Licence Agreement, Privacy Policy, Cookie Policy, Refund Policy, Cancellation Policy and Digital Product Fulfilment Policy. In the event of inconsistency, the Terms of Use and End User Licence Agreement governs the general contractual relationship and this Payment Policy governs the specific operational treatment of payments and billing matters.
2. Nature of Transactions
The Service is designed around one-time purchases for digital entertainment content. Depending on the checkout flow, users may purchase virtual currency, virtual items, access-linked features, enhancement packs or other digital content made available for use only within Isle Craft.
All purchased digital content is licence-based unless stated otherwise. The purchase of virtual currency or virtual items does not create a deposit, e-money balance, investment product, redeemable cash balance or proprietary interest capable of withdrawal from the Service.
Except where mandatory law requires otherwise, digital content purchased through the Service is non-transferable, has no cash value outside the Service, and cannot be redeemed or exchanged for money.
3. Accepted Payment Methods
The Company may accept payments through selected third-party payment processors, acquirers, gateways, merchant service providers and alternative payment partners approved for the Service from time to time.
Available payment methods may include major payment cards and other provider-supported online payment instruments, but the exact methods available to a user may depend on the user location, device, payment provider availability, risk profile, technical availability and merchant configuration at the relevant time.
The Company may add, remove, suspend or restrict any payment method at any time for operational, contractual, fraud, sanctions, chargeback, compliance, legal or commercial reasons without prior notice.
4. Billing Currencies and Pricing Display
Prices may be displayed and billed in one or more supported billing currencies depending on the Service design and payment processor setup. Website materials currently reference USD, EUR and GBP as available billing currencies where supported at checkout.
The billing currency, gross amount and any tax-inclusive presentation should be shown to the user before final payment authorisation. Exchange rates used by card issuers, banks, wallets or payment providers are outside the Company control and may result in small differences between the checkout display and the amount appearing on the user statement in local currency.
Users are responsible for reviewing the final billing amount, selected currency and purchase details before submitting payment. The Company is not responsible for fees imposed by an issuing bank, card network, intermediary bank, foreign exchange provider or payment wallet provider.
5. Taxes and Charges
Where required by law, applicable taxes may be calculated and displayed at checkout or included in the displayed purchase price, depending on the billing flow and the user jurisdiction.
Users remain responsible for any taxes, duties, levies, withholding, bank fees, chargeback fees or foreign exchange fees arising from their own payment instrument, bank relationship or legal obligations unless non-excludable law states otherwise.
The Company may rely on billing data, payment-country indicators, IP-derived signals, self-declared address details or processor-provided tax logic when determining tax treatment or checkout eligibility.
6. Payment Authorisation and Transaction Completion
A payment is not considered accepted merely because a user clicks a purchase button. A transaction is completed only when the payment processor confirms authorisation or capture, the Company receives a positive transaction status, and the relevant digital content is either delivered or queued for delivery to the appropriate account or gameplay environment.
The Company may decline to complete a transaction where authorisation fails, fraud or abuse indicators are triggered, account restrictions apply, technical issues arise, duplicate purchase risks exist, or the transaction appears inconsistent with the intended use of the Service.
Where a transaction is authorised but delivery fails due to a temporary technical issue, the Company may complete delivery later, reverse the transaction, or refer the matter to support for manual review in accordance with the Refund Policy and Digital Product Fulfilment Policy.
7. Use of Third-Party Payment Providers
Payments are processed through third-party payment providers. Those providers may process payment credentials, run fraud screening, conduct identity or instrument verification, apply sanctions controls, perform 3-D Secure or equivalent authentication, and return limited transaction metadata to the Company for reconciliation, support and dispute management.
The Company does not represent that it stores full payment card numbers. Sensitive card data is expected to be handled by the authorised payment processor or processor chain used in the relevant checkout flow, subject to its own security standards, card-scheme rules and legal obligations.
By submitting a payment, the user acknowledges that relevant payment data may be shared with the Company payment providers, acquiring partners, card schemes, fraud tools, banks and service providers to the extent necessary to process the transaction, prevent misuse, investigate disputes or comply with law.
8. Security, Verification and Fraud Controls
The Company and its payment partners may apply automated or manual checks before, during or after payment processing. These checks may consider device signals, IP data, velocity patterns, account behaviour, gameplay patterns, failed login history, prior payment history, billing consistency, country risk indicators, sanctions restrictions, fraud intelligence and other relevant signals.
The Company may request additional information, pause fulfilment, restrict further purchases, temporarily freeze access to purchased content, or decline the transaction where there is a reasonable suspicion of unauthorised use, payment abuse, card testing, synthetic activity, refund abuse, multi-account manipulation, suspicious account sharing, or breach of the Terms.
The Company reserves the right to void, reverse or refuse any transaction associated with fraud, abuse, theft of payment instruments, payment processor rule breaches, material terms violations or unlawful activity, subject always to mandatory consumer-law protections.
9. User Payment Responsibilities
Users must use only payment methods that they are legally authorised to use and for which they have full permission from the cardholder, account holder or payment instrument issuer.
Users must provide accurate billing, contact and account information and must not attempt to conceal identity, misrepresent location, evade risk controls, manipulate pricing, exploit regional settings, use emulators or automation for checkout abuse, or submit transactions on behalf of third parties without proper authority.
Users are responsible for maintaining the security of their own device, account credentials, email access and payment instruments. Prompt reporting of suspected unauthorised use is essential to reduce loss and improve investigation outcomes.
10. Declined, Failed and Reversed Payments
A payment may be declined for many reasons including insufficient funds, issuer rejection, authentication failure, country or merchant restrictions, security controls, processor downtime, duplicate detection, sanctions screening or internal risk controls.
If a payment fails or is reversed before completion, the user should not assume that digital content has been purchased successfully. The user should verify account balance changes, transaction status and any delivery confirmation before trying again.
The Company may cancel or reverse a transaction where the processor reports the payment as voided, expired, reversed, refunded, revoked or otherwise not valid for settlement.
11. Duplicate Charges and Technical Errors
If a user believes that the same purchase was charged more than once, the user should contact support promptly with relevant details such as account identifier, approximate time of purchase, billing amount, currency and any processor reference visible to the user.
The Company will investigate duplicate-charge allegations in good faith. If the Company confirms a genuine duplicate billing event not otherwise explained by separate user actions or issuer-side pending authorisations, the Company will take reasonable steps to reverse or refund the excess amount in line with the Refund Policy.
Temporary authorisation holds, pending duplicates created by issuer behaviour, card verification entries or timing differences between pending and settled entries may not necessarily indicate that multiple settled charges occurred.
12. Unauthorised Transactions and Security Reporting
If a user believes that a payment was unauthorised, the user should notify the Company without undue delay and should also contact the issuer or payment provider linked to the payment instrument to secure the instrument and follow the issuer own procedures.
The Company may request transaction details, account identifiers, screenshots, statement extracts, timestamps, device information or other evidence reasonably necessary to investigate the claim.
The Company may suspend account access, pause fulfilment, restrict further purchases or preserve technical logs while investigating a suspected unauthorised transaction. Such steps are intended to protect both the user and the Company and do not imply wrongdoing before the review is completed.
13. Refunds and Relationship to the Refund Policy
Eligibility for refunds is governed primarily by the Refund Policy and any mandatory consumer-law rights that cannot lawfully be excluded.
Because the Service supplies digital content intended for immediate or near-immediate use, change-of-mind refunds may be restricted once digital content has been delivered, consumed, credited to the account or materially used, subject to applicable law.
Payment disputes should first be raised with the Company support team where reasonably possible, because many delivery and billing issues can be resolved more quickly through support review than through issuer-level disputes.
14. Chargebacks, Retrievals and Payment Disputes
If a user initiates a chargeback, retrieval request or issuer dispute, the Company may share relevant evidence with its payment providers, acquirer, card scheme participants or dispute-handling partners in order to respond to the case. Such evidence may include account records, gameplay logs, delivery records, device data, purchase history, communications and technical evidence reasonably relevant to the transaction.
Where a chargeback is filed in bad faith, for example after valid delivery of digital content or after the user already received a direct resolution, the Company may contest the dispute and may restrict the associated account to prevent further misuse.
The Company reserves the right, where lawful and proportionate, to suspend or terminate accounts associated with abusive chargeback patterns, deliberate friendly fraud, manipulation of refund channels or repeated misuse of payment instruments.
15. Timing of Delivery and Account Crediting
Digital content is ordinarily intended to be delivered promptly after successful payment confirmation, but actual delivery timing may vary due to gameplay synchronisation, account state, anti-fraud review, processor response times, maintenance windows or temporary service interruptions.
A successful payment does not guarantee immediate crediting where the transaction has been flagged for review or where technical consistency checks are still running. The Company may hold fulfilment briefly where necessary to reduce fraud and support safe delivery.
Users should retain purchase confirmations and contact support before attempting repeated purchases if expected content does not appear within a reasonable period.
16. Payment Records and Audit Trail
The Company may retain payment-related metadata and transaction records for reconciliation, customer support, tax, fraud prevention, dispute handling, legal compliance, accounting and audit purposes for as long as reasonably necessary and in accordance with the Privacy Policy and applicable law.
Payment records may include transaction identifiers, account references, processor references, billing currency, gross amount, payment status, timestamp, item description, risk-review notes and dispute outcomes. The Company seeks to minimise the retention of unnecessary sensitive data.
17. Geographic and Legal Restrictions
The Company may restrict purchases from certain jurisdictions, card issuers, IP ranges, device profiles or payment instruments where required by law, sanctions, card-scheme rules, acquirer requirements, fraud experience, licensing constraints or internal risk appetite.
Users must not attempt to circumvent geographic, sanctions or payment eligibility controls. Any attempt to do so may result in transaction rejection, account restrictions, refund refusal where misuse is involved, or permanent closure of the relevant account, subject to mandatory law.
18. Minors and Payment Authority
The Service is not intended to encourage unauthorised spending by minors. Where the Terms require a minimum age or parental or guardian involvement, the user must comply with those conditions before making a purchase.
If a payment is made by or on behalf of a minor without valid authority, the matter should be reported promptly to support and the relevant issuer so that an appropriate review can be conducted in accordance with applicable law and card-scheme procedures.
19. Changes to Prices, Methods or Payment Rules
The Company may change prices, item bundles, currency availability, accepted payment methods, processor arrangements, anti-fraud settings, purchase limits or payment rules at any time for operational or commercial reasons.
Any material change will ordinarily apply prospectively. The Company is not obliged to preserve historical prices, promotional offers, currency displays or payment-method availability for future transactions.
20. Service Interruptions and Processor Downtime
The Company is not liable for payment delays, interruptions or failures caused by card networks, issuer systems, gateway outages, internet connectivity, force majeure, bank restrictions, cyber incidents, maintenance windows or processor-side unavailability outside the Company reasonable control, except where non-excludable law provides otherwise.
Where feasible, the Company will seek to restore payment functionality or offer alternative purchase paths, but it does not guarantee uninterrupted payment availability at all times.
21. Contact and Complaint Route
Users with payment questions, billing concerns, duplicate-charge queries, suspected unauthorised transactions, failed-delivery complaints or refund-related issues should contact the Company using the support details published on the website.
To support an efficient review, users should provide the account email or username, transaction date and time, amount, billing currency, payment method type, brief description of the issue and any supporting screenshots or references reasonably available.
22. Updates to this Policy
The Company may update this Payment Policy from time to time to reflect service changes, legal requirements, payment-provider requirements, fraud trends, operational improvements or dispute-handling experience.
The latest version should be made available on the website with an updated effective date. Continued use of the Service after the effective date of an updated version may constitute acceptance to the extent permitted by law.
Practical payment lifecycle overview
The table below summarises the main operational stages of a typical Isle Craft purchase. It is included for clarity and does not override the detailed rules set out above.
| Stage | What normally happens | Typical status | Key risk or control point |
| Checkout initiation | User selects digital content and proceeds to an approved payment flow. | Pending | Availability of method, item pricing, user account state |
| Authorisation | Issuer and processor assess the transaction and may apply authentication or risk checks. | Authorised or declined | 3-D Secure, issuer approval, sanctions and fraud filters |
| Merchant confirmation | Processor returns a transaction result and the Company validates whether purchase can proceed. | Accepted for fulfilment or held | Duplicate detection, account restrictions, technical consistency checks |
| Digital fulfilment | Virtual currency, item or feature is credited or otherwise delivered to the relevant account or game state. | Delivered, delayed or failed | Fraud hold, technical sync issue, account mismatch |
| Post-transaction support | Support, refund review or dispute management occurs if the user reports an issue. | Resolved, refunded or contested | Duplicate charges, friendly fraud, chargeback evidence, abuse review |
Good practice for users before submitting payment
• Confirm that the account receiving the content is the intended account.
• Review the item, quantity, billing currency and final purchase amount carefully.
• Use only a payment method that the user is legally entitled to use.
• Avoid repeated clicks or duplicate purchase attempts if the page is slow.
• Retain confirmation screens or emails until the content is visible in the account.
• Contact support before escalating to a bank dispute where the issue appears to be a delivery or account-crediting problem.