Refund Policy
I. GENERAL PROVISIONS
1. Scope of Application
This refund policy applies to all global users who make recharge operations on this game recharge website (hereinafter referred to as "this website").
By recharging on this website, users indicate their agreement to abide by this refund policy.
2. Purpose of the Policy
This refund policy aims to clarify under what circumstances users have the right to apply for a refund, as well as the procedures and relevant regulations for this website to process refunds, ensuring the reasonable protection of the rights and interests of both users and the website.
II. CIRCUMSTANCES FOR REFUND
1. Recharge Not Received
If a user has completed a recharge operation but has not received the corresponding virtual currency, game items, or the recharge amount has not been added to the account balance within a reasonable period of time (usually 3 hours, the specific duration may vary depending on the payment method and game platform), the user has the right to apply for a refund.
The user needs to provide recharge vouchers, such as payment screenshots, transaction records, etc., to prove that the recharge operation was successful but the amount was not received.
2. Duplicate Recharge
When a user is charged multiple times for the same recharge due to system failures or other reasons not attributable to the user, the user can apply for a refund of the over - charged amount.
The user needs to submit relevant evidence to this website that can prove the duplicate recharge, such as transaction records from the payment institution, bank statements, etc.
3. Unauthorized Recharge
If a user can prove that a recharge operation was made without their authorization, such as a recharge due to account theft, this website will process a refund after verifying the situation.
The user needs to report the unauthorized recharge to this website in a timely manner and cooperate with the website in relevant investigations, providing evidence such as abnormal login records of the account, relevant police reports (if any).
4. Termination of Games or Services
If the game recharged by the user or the relevant services provided by this website are terminated in advance, and the user has unused recharge amounts or virtual currency at the time of the termination of the game or service, this website will handle refunds or provide reasonable compensation for the user according to the following provisions:
For virtual currency that can be converted into cash, this website will refund according to the cash value corresponding to the remaining quantity of virtual currency in the user's account.
For virtual currency or items that cannot be converted into cash, this website will provide equivalent other game benefits, coupons, or compensation in other cooperative games based on the user's recharge amount, the value of the remaining virtual currency or items, and the operation status of the game or service.
III. CIRCUMSTANCES FOR NON - REFUND
1. Normal Consumption
After a user has normally consumed the virtual currency or items obtained through recharge in the game, they have no right to apply for a refund regardless of whether they regret the consumption behavior later. For example, if a user has used virtual currency to purchase equipment in the game and has used it, they cannot request a refund of the recharge amount due to personal reasons.
2. Change of Subjective Will
If a user wishes to request a refund merely because of a change in preference for the game, a change in personal financial situation, or other subjective reasons, this website will not accept the application. For example, if a user finds that the game does not meet their expectations after recharging, but there are no technical failures or other circumstances that meet the refund conditions during the recharge process, they cannot apply for a refund.
3. Recharge in Violation of Website Regulations
If a user makes a recharge through improper means, such as exploiting system loopholes, using cheating software, or violating other regulations of this website, they not only have no right to apply for a refund, but this website will also take corresponding punishment measures, including but not limited to confiscating illegal recharge proceeds, restricting account functions, and banning accounts.
IV. REFUND PROCEDURES
1. User Application
If a user believes that they meet the refund conditions, they need to submit a refund application through the official channels provided by this website within [the specified time] (usually 30 days, the specific duration can be set according to actual circumstances) after discovering the problem. Official channels include, but are not limited to, online customer service forms, customer service email addresses, customer service hotlines, etc.
When applying for a refund, the user needs to describe the reason for the refund in detail and provide relevant proof materials, such as payment vouchers, transaction records, explanations of abnormal account conditions, etc.
2. Website Review
After receiving the user's refund application, this website will review the application. The review process may include verifying transaction information with payment institutions, checking the user's account operation records, and evaluating the evidence provided by the user.
The review time generally does not exceed 3 working days (the specific duration is determined according to actual circumstances). In special circumstances, the review time may be extended, but this website will promptly notify the user and explain the reason.
3.Notification of the Processing Result
This website will notify the user of the processing result of the refund application through the contact method used by the user when applying for the refund (such as email, SMS, etc.) after the review is completed.
If the refund application is approved, the notification will include information such as the estimated refund time and refund method; if the refund application is rejected, the notification will explain the reason for the rejection.
4. Refund Execution
For approved refund applications, this website will refund according to the user's original payment method. If the original payment method cannot achieve the refund (such as the payment card has been cancelled), this website will negotiate with the user other feasible refund methods, such as bank transfer (the user may need to provide relevant bank account information) or other electronic payment methods.
The refund operation will generally be completed within 3-5 working days after the notification of the processing result is issued, but the actual arrival time may vary depending on the processing speed of the payment institution.
V. HANDLING OF SPECIAL CIRCUMSTANCES
1. Cross - Region Transactions
Since this website is for global users, when handling refunds involving different countries or regions, it may be affected by local laws and regulations, payment habits, and financial regulatory policies.
For refunds of cross - region transactions, this website will try to handle refunds for users according to this refund policy while complying with the legal requirements of the relevant regions. If there is a conflict between local laws and this policy, local legal requirements will be given priority, and the basis for handling will be fully explained to the user.
2. Exchange Rate Fluctuations
In recharge and refund operations involving different currencies, if there is a difference in currency conversion between the recharge amount and the refund amount due to exchange rate fluctuations, this website will calculate based on the exchange rate at the time of recharge.
If there is a significant change in the exchange rate during the refund processing (for example, the exchange rate fluctuation exceeds 2%), this website will negotiate a solution with the user to ensure the reasonable protection of the rights and interests of both parties.
VI. POLICY UPDATE AND NOTIFICATION
1. Policy Update
This website has the right to update the refund policy according to business development, changes in laws and regulations, or other reasonable reasons.
When updating the refund policy, this website will publish an announcement in a prominent position, indicating the update date and the effective date.
2. Notification to Users
For updates to the refund policy, this website will notify all users as much as possible through emails, in - site messages, push notifications, etc.
By continuing to use the recharge services of this website after the update of the refund policy, users are deemed to accept the updated refund policy.
VII. DISPUTE RESOLUTION
1. Negotiation Settlement
If there is a dispute between the user and this website regarding refunds, both parties should first attempt to resolve it through friendly negotiation. During the negotiation process, both parties should exchange opinions fully and seek solutions based on the principles of fairness, justice, and reasonableness.
2. Legal Approach
If the negotiation fails to resolve the dispute, both parties agree to submit the dispute to the court with jurisdiction in the location of the operator of this website for litigation resolution. During the dispute resolution period, except for the parts related to the dispute, both parties should continue to perform other obligations stipulated in this refund policy.