Any refunds are made only after verification of the circumstances that serve as the basis for the refund in conjunction with the developer of the game's representatives and after agreement with the developer. If it is decided that there is insufficient basis, the refund may be declined.
REFUNDS AFTER THEFT OF PAYMENT DETAILS
Requests for refunds on transactions that are disputed by banks or executive agencies will be considered. Along with the decision on refunding, access to the account from which the disputed payments were made will be restricted.
REFUSED REFUNDS
Requests for refunds of monies will not be fulfilled under the following circumstances:
- Payments were made via third-party platforms.
- There are no valid reasons for the refund.
- Description of transaction details is missing.
- Payment were made using street payment terminals, internet wallets or mobile phone accounts.
- Payments were made for the purpose of fraudulent activities or any other activities that contravene the Platform's Terms of Use and/or the effective legislation.
- Payments were made exploiting an error or weakness on the Platform or in a game for the purpose of obtaining unjustified benefit.
- The result of the transaction cannot be reversed for technical or other reasons.
ABUSE OF REFUND POLICY
If it is discovered that a user who contacts the support service is abusing their right to a refund, their request for the refunding of monies will be declined.
PAID GAMES
HOW DO I REQUEST A REFUND?
To request a refund of monies, it is necessary to:
- go to this section;
- fill out the form, giving a detailed description of the basis for the refund.
IN WHAT CASES WILL REFUNDS BE GRANTED?
A refund can be requested within two weeks after a paid game has been purchased, provided the user has spent less than two hours playing the game. The rule applies to all paid games available on the platform unless otherwise indicated in the description of a specific game. The rules indicated in this section are also applied to paid games that have been bought on pre-order.
REFUNDS IN THE CASE OF TECHNICAL ISSUES WITH MAKING PAYMENT FOR A GAME
Refunds of monies can be requested in the following circumstances:
- While payment was being made their was a technical failure on the platform.
- There was an error in processing the payment. For example, the game is not displayed in the user's account or is displayed incorrectly.
- The payment doubled in size during the payment process, i.e. the payment for one and the same purchase was debited twice.
- During the payment process, the wrong user account was accidentally used, i.e. at the time of payment the user was signed into the wrong account.
REFUNDS IN THE CASE OF TECHNICAL ISSUES IN THE GAME
Refunds of monies can be requested on the following bases:
- The game contains errors that make it impossible to use the game.
- The game description does not correspond to the contents.
- The stated system requirements are underestimated.
- A game purchased on the Plaftorm within the last month is closed down without due notification (less than two weeks).
IN-GAME ITEMS AND IN-GAME CURRENCY
HOW DO I REQUEST A REFUND?
To request a refund of monies it is necessary to:
- find the relevant project on the page;
- inside the project, choose the category of articles with questions about payment;
- fill out the form giving a detailed description of the basis for the refund.
IN WHAT CASES WILL REFUNDS BE GRANTED?
A refund can be granted if in-game items or currency were received by the user, but not used in any way stipulated by the licensing agreement of the game in question. The rules indicated in this section are also applied to in-game items that have been bought on pre-order.
REFUNDS IN THE CASE OF TECHNICAL ISSUES WITH MAKING PAYMENTS FOR IN-GAME ITEMS OR CURRENCY
Refunds of monies can be requested on the following bases:
- There was an error in processing the payment. For example, the in-game item or currency is not displayed in the user's account or is displayed incorrectly.
- The payment doubled in size during the payment process, i.e. the payment for one and the same purchase was debited twice.
- During the payment process, the wrong user account was accidentally used, i.e. at the time of the payment the user was signed into the wrong account.