Refund Policy
1. Full refund
- You paid but the Virtual Items were not delivered and we cannot deliver them.
- You were charged twice for one order.
- The Virtual Items are not as described and we cannot fix this (legal guarantee, Directive (EU) 2019/770).
- Your right of withdrawal applies (see Terms of Sale, section 5).
- A change to the Game or its shutdown entitles you to a refund under the Terms of Service, section 7.
2. Other cases
Once Virtual Items have been delivered after you waived the right of withdrawal, we do not usually refund. We consider requests individually, especially accidental purchases with items still unused within 14 days and purchases by minors without parental permission.
3. How to request
- Google Play lets you request a refund for recent purchases directly in Google Play (see Google Play's refund policy).
- Or contact us in the Game (Support, topic "Payments and purchases") or at {{CONTACT_EMAIL}} with your character UID, order number (from the purchase receipt in your in-game mail or the Google Play receipt), date and reason. We reply within 14 days.
- Refunds are paid through Google Play to the original payment method.
4. Effect on Virtual Items
When a payment is refunded (by us or Google), we remove from your character the Virtual Items delivered for it, the first-purchase bonus (if it was your only purchase of that offer) and the VIP experience — your VIP level may go down. If a hero you chose in a pack has already been received, its value in jade (according to the Game's value scale) is removed instead. If you no longer have enough of an item, its balance becomes negative and you can spend it again only once the balance is positive. Repeatedly buying, spending and charging back to obtain items for free breaches the Terms of Service.