Refunds & Cancellation Policy

1) Digital coin packs (virtual goods)

Coin packs are digital items delivered immediately to your account. Because delivery is instant, we generally can’t offer refunds for change of mind once coins have been added or used.

• Incorrect/failed delivery: If coins weren’t delivered, were duplicated/incorrect, or a technical error occurred, we’ll investigate and either fix the issue, replace the coins, or refund as appropriate.
• Accidental purchase: Contact us as soon as possible (ideally within 48 hours). If the coins are unused and the account shows no benefit gained, we may refund or reverse the transaction at our discretion.
• Fraud/unauthorised transactions: Tell us immediately. We may request information to verify account ownership and assist with securing your account.

2) Subscriptions

• You can cancel a subscription any time. Cancellation stops future renewals; access continues until the end of the current billing period unless stated otherwise at purchase.
• We don’t usually provide pro‑rata refunds for partially used subscription periods, except where required under New Zealand law or where we agree a goodwill refund.
• If you subscribed through a third party (e.g., Apple/Google), cancellation and refunds may need to be requested from that provider under their terms.

3) Chargebacks & payment disputes

If you believe a charge is incorrect, please contact us first so we can try to resolve it quickly. Unnecessary chargebacks can result in account restrictions, and we may provide evidence of delivery/usage to the bank or card scheme.

4) Your rights in New Zealand

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or Fair Trading Act 1986. If our digital content or services are not provided with reasonable care and skill, are not as described, or otherwise fail to meet applicable guarantees, you may be entitled to a remedy (such as repair, replacement, or refund). The CGA may not apply where products are acquired for business purposes.

5) How to request help (support process)

1. Email us with your account email, order reference, date/time, amount, and what happened (screenshots help).
2. We’ll acknowledge within 2 business days and aim to resolve most cases within 10 business days (complex payment investigations can take longer).
3. If approved, refunds are returned to the original payment method where possible. Bank processing times vary (often 3–10 business days).