Reimbursement Policy

EVE ONLINE REIMBURSEMENT POLICY

Players are encouraged to familiarize themselves with the following information and refer to this document before submitting any reimbursement requests. A loss of items, skill points or money within the game that may have been caused by unusual circumstances could be eligible for replacement if it falls within the scope of this policy.

Note that this policy is not all inclusive. Other situations outside this policy may be deemed eligible for reimbursement if circumstances warrant such a decision. No reimbursement requests are guaranteed to be fulfilled. The general rule is that we must be able to verify that your loss should not have occured during normal gameplay.

All reimbursement requests must be sent within a week from when the loss occurred. After that time we will not provide reimbursement.

1. LOST SHIPS

Please note that the insurance payout received when a ship is lost will be subtracted from a player’s wallet if the ship is reimbursed.

Ships may be lost during combat with non-player (NPC) pirates or police forces, player-vs-player (PVP) combat or by self-destruction.

Ships lost in NPC combat may be replaced in cases where a bug has been verified through GM investigation as the cause. Such reimbursement would only be done at the discretion of a GM.

Ships lost during PVP combat may be replaced only in cases where a bug has been verified as the cause of the loss. Such reimbursement would only be done after an investigation and at the discretion of a GM.

Losses caused due to disconnection as a direct result of a server node drop or an unannounced server downtime may be reimbursed pending investigation by, and at the discretion of, a GM. Ships lost due to lag or non-server related disconnection will not be reimbursed.

Ships destroyed by use of the "self destruct" feature, whether intentionally or accidentally, cannot be reimbursed.

NOTE: Items looted from a wreck following the destruction of a ship cannot be replaced. Should your ship be destroyed, we advise you to seek out and collect your belongings as quickly as possible.

2. MONEY

The currency in EVE is interstellar kredits (isk,) used for buying and selling items within the game world.

Lost isk may be reimbursed in some cases, after investigation and at the discretion of a GM, depending on the circumstance.

Ship insurance coverage is available to help pilots recoup some of the losses incurred when a ship is destroyed. This must be renewed periodically.

Upon the destruction of an insured ship, should the correct amount due the pilot not be paid by the NPC insurance provider, a GM may investigate and reimburse the player for the balance due. To learn about insurance please read our Knowledgebase article on ship insurance.

Players may become bounty hunters, seeking to collect financial rewards for destroying other players' characters who are "wanted" for pirate activity. NPC pirates may also be killed for bounty. Occasionally, these rewards may not be paid out correctly. A GM may investigate the case and reimburse the amount due.

3. SKILLS

Character advancement is done through the training of specialized skill packs purchased by the player.

Skill levels lost due to a bug may be reimbursed after an investigation and at the discretion of a GM.

If a character is unable to train a skill for an extended period time due to a skill-related bug verified by GM investigation, lost training time may be compensated at the discretion of the GM.

4. MISSIONS

Missions may be offered by either NPC agents or as courier missions created by other players.

Mission collateral may be required for some missions. This collateral may be refunded in cases where GM investigation shows the mission creation was incomplete or if the mission was impossible to complete within normal gameplay parameters available to the player. A GM must investigate all cases and reimbursements will be given at the GM's discretion.

Pending investigation by a GM, items in courier packages may be replaced in cases where the package is broken and the contents disappear.

Reimbursements will not be given in instances where a player who has accepted a mission decides not to complete it, a ship is lost during a mission or if someone other than the intended courier accepts a player-created mission.

Note: For more information about missions, please read the Guide to Creating Courier Missions. 

5. RECYCLED ITEMS

Recycling is a feature offered at many stations. Players may use the recycling facilities to “melt down” unwanted items into their component minerals.

Ships recycled either intentionally or accidentally may be reimbursed at the discretion of a GM, but only if the minerals received have not been moved from the original recycling station.

6. TRADE SESSIONS

A trade session is the in-station exchange of items or money between two players using a trade window.

In the event that a server node drops during a trade and items in the trade window have disappeared, reimbursement may be allowed following an investigation by a GM.

Unfortunately, we are unable to replace items that a player claims he should have received but didn't during a trade session.

Note: It is vital that items be carefully examined in the trade window before accepting a trade. This is particularly true in the case of blueprints. To ensure that you are getting the item you were promised, use the “Show Info” feature and verify the number of production runs and research levels meet your expectations. Any trades mutually accepted by both parties are considered final.

7. DELETED/CORRUPT CHARACTERS

Unwanted characters may be deleted at the character selection screen by clicking the skull and crossbones icon. A verification window will appear asking if you are certain you wish to permanently delete this character. Players are urged to exercise caution when deleting a character and verify that this is an action they wish to take. Corrupt characters may have a graphic flaw that was undetected during the creation process.

Characters deleted either accidentally or intentionally cannot be restored.

A corrupt character may be reconstructed or corrected after investigation. All items will be moved to the new character and it will have the same characteristics, skills and standings as the old one.

8. CONTAINERS

Cargo containers can be secure containers anchored in space or containers kept in stations or ship cargoholds.

Contents of lost cargo containers can only be reimbursed if the container was an anchored secure container. A reimbursement of this kind would only be done after an investigation and at the discretion of a GM, pending verification.

If a container located in a station is lost, it's contents may be reimbursed after an investigation and at the discretion of a GM, pending verification.

Lost non-secured containers or their contents can not be reimbursed.

9. SCAMMING

Items or isk lost to a scam may only be reimbursed if the scammer used a verified bug to hide his intentions to scam, and only after an investigation and at the discretion of a GM.

Players are cautioned to use their best judgement when entering into agreements with other players. In cases where lying or withholding information betrays a simple trust - unless a scam, bug or exploit is used - we cannot intervene. We advise all players to be cautious when conducting in-game business transactions with other players. To avoid getting scammed, please read our article on scamming.

10. HACKING & ACCOUNT TRANSFERS

Hacking is any unauthorized access to another person’s account, by illegal means or not.

If your account was hacked by another player and items were stolen or transferred to other players, we will investigate and items that we are able to track down will be moved back to the rightful owner.

Note: In some cases we are unable to track down all items that were stolen and we cannot refund those. Furthermore, we cannot refund any loss due to information the hacker may have acquired or given away, such as bookmarks or EVE-mail. If someone gained access to your account as a result of your use of a third party program, all requests for reimbursement will be null and void.

11. FACTORIES & BLUEPRINTS

Factories are facilities where in-game items are created. Blueprints are needed to manufacture items.

Blueprints that disappear from factories or research slots may be reimbursed after an investigation and at the discretion of a GM.

Minerals and items that are lost due to a verified bug in the factory system may be reimbursed after an investigation and at the discretion of a GM.

Reimbursement requests may be filed either through filing a petition or by filling out the “Ask a Question” form on the Customer Support webpage. No guarantee of replacement is given or implied through the policies outlined here. A GM must investigate each case and refunds are given at the GM’s discretion. These cases are handled by the EVE game masters and may only be addressed by them. Please do not ask a volunteer to assist you in obtaining a refund of any kind.

As a rule, reimbursements will not be given unless a GM is able to verify that the loss occurred due to unnatural reasons through a review of the server logs. Due to the fact that logs and screenshots are easily altered, we unfortunately cannot accept player statements, chat logs or screenshots as definitive evidence for these cases. This does not mean that we assume that players are not telling the truth. It is simply done to ensure fair play and game balance is maintained.

Spamming the GM queue with petitions or e-mails requesting reimbursements or giving false information in an attempt to have an item replaced is not permitted and may result in disciplinary action being taken against your account.