FiveM Refund Policy Template: What to Include and Why
Clear rules prevent 90% of disputes
A written refund policy is your shield against endless arguments. When players know the rules upfront, they submit better requests and accept denials gracefully. Here's a template covering every section your policy needs, with explanations for each choice.
Section 1: Eligibility criteria
Define exactly what qualifies for a refund. Be specific about server-side issues versus player mistakes. Most servers cover database rollbacks, verified bugs, and staff errors—but not deaths in legitimate combat or scams by other players.
Template Text
Refunds are issued for: (1) Verified server bugs causing item/money loss, (2) Database issues or rollbacks affecting your character, (3) Staff errors during moderation. Refunds are NOT issued for: PvP deaths, in-game scams, rule violations resulting in confiscation, or losses more than 7 days old.
Section 2: Evidence requirements
Specify what proof players must provide. Screenshots are minimum; video is better for complex cases. Include guidance on what the evidence must show.
- Screenshot showing the item/money before the incident
- Screenshot or video of the incident occurring
- Your in-game ID visible in evidence
- Timestamp within 24 hours of the incident
Section 3: Cooldowns and limits
Prevent abuse with clear limits. Define how often players can request refunds, maximum values per request, and monthly caps. This protects your economy and flags suspicious patterns.
Refund Limits:
- Maximum 2 refund requests per 30 days
- Single request cap: $100,000 in-game value
- Monthly total cap: $200,000 in-game value
- Cooldown between requests: 7 daysSection 4: Processing times
Set realistic expectations. Players who know the timeline complain less. Be honest about peak times and staff availability.
Standard processing: 24-48 hours. High-value refunds (over $50k): 48-72 hours due to additional review. Weekend and holiday requests may take longer. You'll receive a Discord DM when your request is processed.
Section 5: Appeal process
Denied requests need an escape valve. Define how players can appeal, who reviews appeals, and what new evidence is required. Limit appeals to prevent endless re-litigation.
Template Text
Appeals: If your request was denied, you may appeal once within 7 days by opening a support ticket with new evidence not included in the original request. Appeals are reviewed by senior staff and their decision is final.
Publishing and enforcement
A policy only works if players see it. Pin it in your Discord, display it in the refund NUI, and reference it in denial messages. Update the policy monthly and announce changes in your server's news channel.
Copy this template, customize the values, and publish today. Clear policies prevent disputes before they start.
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