Refund Policy

Every purchase goes through a person rather than a checkout page, so refunds are handled the same way: in a ticket, case by case. Here is what we say yes and no to.

Last updated: 2 September 2026

The short version

If we cannot get Essential running on your machine, you get your money back. If it is installed and working and you simply changed your mind, or a server banned you, we do not refund. Everything below is the detail behind those two sentences.

When we refund

• The install could not be completed on your system and staff could not fix it.
• The build was down or unusable for a long stretch of your paid period and we could not restore it.
• You were charged twice, or charged for a plan you did not agree to.
• We discontinue the product in the middle of a period you already paid for — in that case we return the unused part.

Come to the ticket before asking your bank. A chargeback opened without talking to us first ends the licence and blocks future purchases, whatever the merits of the case.

When we do not refund

• The menu is installed and working and you changed your mind.
• You were banned, kicked or wiped by a server, by FiveM or by Rockstar. That risk is stated plainly before you buy and it is yours.
• The licence was shared, resold or used on more machines than the plan allows.
• A specific feature does not work on one specific server, when the rest of the menu works.
• You did not use the plan during the period you paid for.
• Repeated buy-and-refund cycles on the same account, Discord ID or payment method.

Ask before you buy

If you only play on one particular server, or your machine is unusual, ask in a ticket before paying. Staff will tell you straight whether it is covered. A question costs nothing; a refund argument afterwards costs you time.

How to request one

• Open a ticket in our Discord, or email contact@essential.com from the address you used.
• Tell us the Discord account that bought it, roughly when, and what went wrong.
• We answer as quickly as we can, normally within a couple of days.
• Approved refunds go back the way the payment came in. Depending on the method, the money can take several more days to appear.

What happens to the licence

A refunded licence is deactivated on the day the refund is issued, and the build stops working on that machine. Continuing to use a refunded copy is a breach of the Terms of Service and blocks any future purchase.