Refund Policy

Refund Policy

1 Eligibility for Refunds

Eligible Items:

• Un-downloaded Games: Users who have purchased but not yet downloaded a game from our website are eligible for a refund. For example, if a user buys a new-released game on our platform but decides not to play it before starting the download process, they can apply for a refund.
• Certain Unused In-game Purchases: Unused in-game items that are non-consumable and have not been activated can be refunded. This may include virtual costumes, weapons, or other items that have not been added to the user's in-game inventory and used. For instance, if a user buys a special in-game mount but has not summoned it in the game yet, they may be eligible for a refund.

Non-eligible Items:

• Downloaded Games: Once a game has been downloaded, it is generally non-refundable, unless there are significant defects in the game that prevent normal gameplay.
• Consumed In-game Items: In-game items that have been consumed, such as virtual currency used to purchase other in-game items, or consumable potions that have been used during gameplay, are not eligible for refunds.
• Time-limited Event-related Purchases: Purchases made specifically for time-limited in-game events, after the event has passed, are non-refundable. For example, if a user buys a special event-only skin after the event has ended, they cannot request a refund.

2 Refund Application Process

Application Channels:

• Customer Service Email: Users can send a refund request to our dedicated customer service email address: customer@stormmobilegame.com.

Required Information:

• Order Number: Users must provide the unique order number associated with the purchase. This number can be found in the order confirmation email or in the "My Orders" section of their accounts on our website.
• Refund Reason: A detailed explanation of why the user is requesting a refund. This could be due to a change of mind, a technical issue, or any other valid reason.
• Contact Information: The user's valid contact information, including their email address and phone number, to facilitate communication during the refund process.

Time Limit: Refund applications must be submitted within 14 days from the date of purchase. After this 14-day period, refunds will generally not be considered, except in cases of exceptional circumstances as determined by us.

3 Refund Review and Processing

Review Process: Once we receive a refund application, our review team will start the review process within 48 hours. The team will verify the information provided by the user, check the eligibility of the purchase for a refund according to our refund policy, and assess the condition of the game or in-game item (such as whether an in-game item has been used).

Notification of Results: We will notify the user of the review result via the email address provided in the refund application. If the refund is approved, the email will also include details about the expected refund amount and the estimated time for the refund to be processed. If the refund is rejected, the email will explain the reasons for the rejection.

Refund Processing Time and Method:

• Time Range: If the refund is approved, the refund amount will be processed and returned to the original payment method within 7-14 business days. For example, if the user paid with a credit card, the refund will be credited back to the same credit card account.
• Refund Method: The refund will be made using the same payment method as the original purchase. If the original payment was made through a third-party payment platform (such as PayPal), the refund will be processed back to the corresponding PayPal account.

4 Special Circumstances

Major Game Defects: If the game has significant defects that make it unplayable or severely affect the normal gaming experience, such as frequent crashes, freezes, or missing core gameplay elements, we will offer a full refund regardless of the download status or usage of the game. In such cases, users need to provide detailed descriptions and evidence of the defects, such as error logs or video recordings of the issues.

Fraudulent Sales: In the unlikely event of fraudulent sales practices on our part, such as misrepresentation of game features or false advertising, users are entitled to a full refund. We will investigate such claims promptly and take appropriate measures to rectify the situation.

Promotional Activities:

• Discount Bundles: For games or in-game items purchased as part of a discount bundle, if the user requests a refund for one item within the bundle, the refund amount will be calculated based on the proportionate value of the item within the bundle, rather than the full price of the item when purchased individually. For example, if a bundle of three games is sold at a discounted price of $30, and one game in the bundle is priced at $15 when sold separately, the refund for that game from the bundle will be proportionally calculated based on the discount rate applied to the bundle.
• Limited-time Offers: Refunds for purchases made during limited-time offers may be subject to additional terms. If the offer has specific refund restrictions stated at the time of purchase, those restrictions will apply. However, if the offer does not explicitly prohibit refunds, the general refund policy will be followed.

Pre-ordered Items:

• Cancellation before Release: Users can cancel a pre-order at any time before the game's release date. The full amount paid for the pre-order will be refunded within 7 business days.
• Cancellation after Release: If a user requests a refund for a pre-ordered game after its release, the normal refund policy will apply. That is, if the game has not been downloaded, a refund can be requested within 14 days of the release date. If the game has been downloaded, a refund may only be available in cases of significant defects or other valid reasons as per our refund policy.