Star Citizen refunds go through Cloud Imperium Games' support system, not through your payment processor

To request a refund for Star Citizen, you contact Cloud Imperium Games directly through their support portal at support.cloudimperiumgames.com. You do not file a chargeback with your credit card company or payment processor first — doing that can result in your account being permanently suspended. Cloud Imperium Games handles refund requests themselves, and the process depends on what you bought and how long ago you bought it.

The company's refund policy covers game packages and ships purchased through their official store. Refunds are processed as account credits first, which you can then withdraw to your original payment method. The timeline and what you're may be able to access for depends on when you made the purchase and what the purchase was for.

Key Takeaways

  • Contact Cloud Imperium Games through support.cloudimperiumgames.com — do not file a chargeback, which will lock your account.
  • Refunds are issued as account credits that you can then request to withdraw to your original payment method.
  • Purchases within 30 days of the request are typically refundable; older purchases may not be, depending on what you bought.
  • The company processes refund requests manually, so response times vary from a few days to several weeks.
  • If your account has been used to play the game or access services, the refund may be denied or reduced.

How to submit a refund request through the support portal

Go to support.cloudimperiumgames.com and log in with your Star Citizen account. Click "Submit a Request" and select the category that matches what you're refunding — usually "Billing & Payments" or "Account & Access". In the subject line, write "Refund Request" and include the order number or transaction ID in the message body.

Describe what you purchased, when you purchased it, and why you want a refund. Include your payment method (credit card, PayPal, etc.) so the support team knows where to send the credit if your request is approved. Attach a screenshot of the order confirmation if you have it. Submit the ticket and you'll receive a confirmation email with a ticket number.

Cloud Imperium Games does not have a published timeline for refund decisions. Most responses come within 3 to 10 business days, but some take longer depending on the complexity of the request and the volume of tickets in the queue. You can check the status of your ticket by logging back into the support portal and viewing your open requests.

What purchases are refundable and what are not

Game packages and ships bought directly from the Star Citizen store are generally refundable within 30 days of purchase if your account has not been used to play the game. Once you've logged into the game client or accessed any in-game services, the refund may be able to access changes — the company may deny the request or issue a partial refund instead of a full one.

Cosmetic items, character customization options, and in-game currency (aUEC) purchased with real money are typically non-refundable once purchased. Starter packages and limited-time sale items have the same 30-day window as other packages, but the company evaluates each request individually.

If you bought a package as a gift or through a third-party reseller (not directly from Cloud Imperium Games), you cannot request a refund through the official support system. You would need to contact the third party or the person who gifted it to you.

Account credits versus withdrawal to your payment method

When Cloud Imperium Games approves a refund, they issue it as account credit — a balance in your Star Citizen account that you can use to buy other packages, ships, or cosmetics. The credit appears in your account within a few days of approval. You do not automatically receive money back to your credit card or PayPal account.

To convert the credit to a withdrawal, you must submit a separate request through the support portal asking to withdraw the balance to your original payment method. Include the amount you want to withdraw and confirm the payment method. This second request also takes several business days to process. Some payment methods (certain international cards, for example) may not support withdrawals, in which case the company may offer alternatives like a check or bank transfer.

What happens if your account has been used to play

If you've logged into the Star Citizen game client, created a character, or accessed any in-game features, Cloud Imperium Games considers the service consumed. In these cases, the company may deny your refund request outright or offer a partial refund instead. The exact outcome depends on how much of the game you accessed and how long you played.

Even a short play session — logging in, creating a character, and logging out — can disqualify you from a full refund. If you want to preserve your refund may be able to access, do not log into the game client after purchase. If you've already played and still want to request a refund, submit the request anyway and explain your situation; the support team will review it and make a decision based on the circumstances.

Chargebacks and account suspension

Do not file a chargeback with your credit card company or payment processor if your refund request is denied. Cloud Imperium Games treats chargebacks as fraud and will permanently suspend your account, blocking access to any packages, ships, or progress associated with it. This suspension is not reversible.

If your refund request is denied and you disagree with the decision, reply to the support ticket explaining why you believe you should receive a refund. The support team may reconsider. If they decline again, your only option is to accept the decision — filing a chargeback will result in account termination, not a refund.

Frequently Asked Questions

How long does it take to get a refund decision?

Most refund decisions come within 3 to 10 business days, but some take longer. Cloud Imperium Games processes requests manually, so timing varies. You can check your ticket status in the support portal at any time.

Can I get a refund if I've already spent the money in-game?

No. Once you've used in-game currency or accessed game features, the purchase is considered consumed. You can still submit a request, but it will likely be denied. The company evaluates each case individually, so the outcome is not may provide.

What if I bought a package during a sale and the price dropped?

Price drops on packages do not automatically trigger refunds. If you want to request a refund so you can repurchase at the lower price, submit a request explaining the situation. The support team may approve it, but there is no may provide.

Can I transfer my refund credit to another account?

No. Account credits are tied to the account they were issued to and cannot be transferred or gifted to another player. If you want to give a package to someone else, you would need to purchase it directly for their account.

What payment methods can I withdraw to?

Withdrawals go back to your original payment method — the credit card, PayPal account, or other processor you used to buy the package. Some international payment methods may not support withdrawals; in those cases, Cloud Imperium Games may offer alternative options like a check or bank transfer.