Star Citizen refunds are possible but depend on when you bought and what you bought

Cloud Imperium Games, the developer behind Star Citizen, does offer refunds under specific conditions. You can request money back if you bought the game within the last 30 days and have played for fewer than 2 hours, or if you purchased a ship or item package and request the refund within 30 days of purchase. The company does not automatically refund based on dissatisfaction alone—you have to meet one of their stated windows and submit a formal request through their support system.

Star Citizen operates differently from most games because it is still in development. The game has no official release date, and players are funding ongoing development through purchases of ships, cosmetics, and starter packages. This means refund policies are stricter than you might find on Steam or other platforms, and the company evaluates each request individually rather than processing them automatically.

Key Takeaways

  • You have 30 days from purchase to request a refund on ships, packages, or the base game if you have played fewer than 2 hours.
  • Refunds must be requested through Cloud Imperium Games' official support portal, not through a credit card chargeback or third-party payment processor.
  • The company reviews each refund request and may deny it if you fall outside the 30-day window or have exceeded the 2-hour play limit.
  • If your refund is denied, you can appeal through the same support ticket, but the outcome depends on the specific circumstances of your purchase.

The 30-day and 2-hour rule for base game refunds

If you purchased Star Citizen itself (the base game package), you can request a refund within 30 days of purchase as long as your account has logged fewer than 2 hours of playtime. This mirrors the Steam refund policy but is enforced by Cloud Imperium Games directly rather than through Steam's system, even if you bought through Steam.

The 2-hour threshold is measured from the moment you first log into the game. Launching the launcher, creating your account, or sitting in menus does not count toward playtime—only time spent in the actual game world counts. If you are close to the 2-hour limit, check your account playtime before submitting a refund request, because exceeding it will likely result in a denial.

Ship and item package refunds within 30 days

Star Citizen's most expensive purchases are ships and starter packages that bundle ships with in-game currency and cosmetics. These can cost anywhere from $45 to several hundred dollars. Cloud Imperium Games allows refunds on these purchases if you request them within 30 days of the transaction date, regardless of playtime.

The catch is that you cannot have used the ship or items in-game in a way that would make a refund unfair—for example, if you flew the ship in combat, completed missions, or traded the in-game currency you received. If you bought a package, received the items, and then decided the game was not for you, a refund is usually possible. If you have actively used what you purchased, the company may deny the request or ask you to explain why you believe a refund is warranted.

How to submit a refund request

Go to Cloud Imperium Games' support portal at support.cloudimperiumgames.com and log in with your Star Citizen account. Click "Submit a Request" and select the category "Account and Billing" or "Refund Request," depending on what the current menu offers. Describe your purchase, the date you made it, and why you are requesting a refund. Include your transaction ID if you have it—you can find this in your account's purchase history under "My Hangar."

Attach any relevant screenshots or documentation. If you are requesting a refund because of a technical issue, describe the problem and what you have already tried to fix it. If you are within the 30-day window and under the 2-hour playtime limit, state that clearly. Submit the ticket and wait for a response, which typically arrives within 3 to 7 business days.

Do not attempt to dispute the charge through your credit card company or payment processor before contacting Cloud Imperium Games directly. Chargebacks can result in your account being permanently banned from the game and the Star Citizen community, even if the chargeback is successful. The company treats chargebacks as a violation of their terms of service.

What happens if your refund is denied

If Cloud Imperium Games denies your refund request, you will receive an explanation in the support ticket. Common reasons for denial include exceeding the 30-day window, playing more than 2 hours, or having used the purchased items in-game. You can reply to the same ticket to appeal the decision, but you will need to provide additional context or evidence that supports your case.

For example, if you are just outside the 30-day window but have a legitimate reason—such as a billing error or a technical issue that prevented you from requesting sooner—explain that in your appeal. The company has discretion to approve refunds outside the standard policy in some cases, but there is no may provide. Appeals typically take another 3 to 7 business days to review.

Refunds for technical issues or account problems

If you cannot play the game due to a technical issue—such as crashes, login failures, or hardware incompatibility—you may have grounds for a refund even outside the standard 30-day window. Describe the problem in detail, including your system specifications, what error messages you see, and what troubleshooting steps you have already taken. Cloud Imperium Games' support team will investigate and may offer a refund if they determine the issue is on their end and cannot be resolved.

Similarly, if you were charged twice for the same purchase or if your account was compromised and unauthorized purchases were made, contact support immediately. These situations are handled separately from standard refund requests and may be resolved faster if you provide clear documentation of the error.

Refund timelines and payment methods

Once your refund is approved, the timeline for receiving the money depends on how you paid. Refunds to credit cards typically appear within 3 to 5 business days but can take up to 10 days depending on your bank. Refunds to PayPal accounts usually arrive within 2 to 3 business days. Refunds to other payment methods, such as wire transfers or regional payment processors, may take longer.

Cloud Imperium Games will send you a confirmation email once the refund has been processed, but the money may not appear in your account immediately. If you do not see the refund after the expected timeframe, check your email spam folder for the confirmation, then contact support again with the refund confirmation number.

Frequently Asked Questions

Can I get a refund if I bought Star Citizen more than 30 days ago?

Refunds outside the 30-day window are not may provide, but you can still request one if you have a specific reason—such as a technical issue that prevents you from playing, a billing error, or account compromise. Submit a support ticket explaining your situation, and the company will review it. Approval is not certain, but it is possible.

Does the 2-hour playtime limit include time in the launcher or character creation?

No. Only time spent in the actual game world counts toward the 2-hour limit. Time spent in the launcher, menus, or character creation does not count. You can check your exact playtime in your account settings under "Game Statistics" or in the launcher's playtime tracker.

What if I bought Star Citizen through Steam?

If you purchased through Steam, you can request a refund through Steam's refund system if you meet Steam's criteria (within 14 days and under 2 hours of playtime). You can also contact Cloud Imperium Games directly through their support portal. Steam refunds are usually faster, but both routes are valid.

Can I get a refund if I used the in-game currency that came with my package?

Using in-game currency typically disqualifies you from a refund, because it shows you have benefited from the purchase. However, if you spent the currency on something you did not intend to buy, or if there was a technical error, explain that in your request. The company may make an exception depending on the circumstances.

What happens to my account if I request a refund?

If your refund is approved, your account will be flagged and you will lose access to any ships, items, or currency that were part of the refunded purchase. Your account itself will not be deleted, but you will no longer own what you paid for. If you later want to play Star Citizen again, you can purchase a new package.