Refund Policy

Last updated

This policy explains when you can get a refund for purchases in Battle Zebra, which are sold by [company legal name]. It is part of our Terms of Service and does not limit your rights under consumer law.

What you buy

Purchases in Battle Zebra are digital content: virtual currency, items and packs, delivered to your account immediately after payment.

Your right to cancel, and its exceptions

If you are a consumer in the EU, the EEA or the UK, you normally have 14 days to cancel a contract made online. For digital content, this right ends once delivery has started, if you asked us to deliver immediately and acknowledged that you would lose the right to cancel.

  • At checkout, we ask you to agree to immediate delivery and to confirm that you understand you lose the right to cancel once delivery starts.
  • Because we deliver straight away, the right to cancel ends when your purchase reaches your account.
  • If we did not get that agreement from you, or if your purchase has not been delivered, you can cancel within 14 days of buying and get a full refund.

When we refund

Even after the right to cancel has ended, we will fix the problem, replace your purchase or refund you if:

  • you were charged but did not receive what you bought;
  • you were charged twice, or charged the wrong amount;
  • what you bought is faulty or not as described, and we cannot fix it within a reasonable time;
  • the law gives you a right to a refund in any other case.

We may also refund in other cases at our discretion, for example an accidental purchase that you report quickly and have not used.

When we usually do not refund

  • virtual currency or items you have already used or spent in the game;
  • purchases that work as described, when you have simply changed your mind after delivery;
  • purchases on accounts closed or suspended for breaking our terms, unless the law says otherwise.

How to ask for a refund

Write to [support email] from the email address of your account, and include:

  1. your order or invoice number, which is in your receipt email;
  2. the date of the purchase and what you bought;
  3. what went wrong.

To cancel within the 14-day period, you can also send this text: "I hereby give notice that I cancel my contract for the following digital content: [order number], bought on [date]. [Your name], [your email address]."

What happens next

  • We reply within 5 working days.
  • If we agree to a refund, we pay it to your original payment method within 14 days of our decision, without any fee. Your bank may take a few more days to show it.
  • When we refund a purchase, we may remove the virtual currency or items it delivered from your account, and we issue a credit note for its invoice.

Chargebacks

Please contact us before you ask your bank to reverse a payment; it is usually faster. If a payment is reversed, we may remove what it bought and restrict the account until the matter is resolved.