Política de reembolsos

Last updated: 5 September 2026 · Version: 2

1. Where a refund actually comes from

Almost every purchase on ELK GameVerse is made through Google Play or the Apple App Store. Those stores take the payment, hold the receipt and issue the refund — we cannot refund a payment we never received.

So the first thing to know is where to ask:

| You bought on | Ask here | | --- | --- | | Android | Google Play — play.google.com/store/account/orderhistory, or Play Store → Menu → Payments & subscriptions → Budget & order history | | iPhone or iPad | Apple — reportaproblem.apple.com | | The web, where we sell directly | Us: support@elkgameverse.com |

We will help you with a store refund even though the money is not ours to return: tell us what happened at support@elkgameverse.com and we will confirm what the account shows, which is usually what the store asks for.

2. Your statutory rights come first

If you are a consumer in the EU or the UK, you have 14 days to withdraw from a distance contract. Digital content is an exception only where you asked for it to be delivered immediately and acknowledged that you lose the withdrawal right by doing so — which is what tapping "buy" on an in-app item does.

That exception does not apply where the item was not delivered, was not what was described, or does not work. In those cases you keep the full right, and nothing in this policy limits it.

Consumers elsewhere keep whatever their own law gives them, and this policy does not reduce it.

3. When we will put it right ourselves

Independently of the stores, we will make good — with the item, its equivalent, or currency of the same value — when:

• You paid and did not receive it. The store confirms the charge and our

ledger shows nothing credited. Fixed as a matter of course.

• It arrived broken. An item that does not do what its description said.
• We removed it. If we retire something you bought and had not used, section

9 of the Terms applies: an equivalent, or the unconsumed part back.

• A fault on our side cost you it. A crash that consumed a booster without

playing it, a wallet error, an entitlement lost on a device change.

Write to support@elkgameverse.com with your handle, roughly when it happened and what you expected. We answer within two business days. You do not need the receipt — the wallet ledger records every movement with the balance before and after, so we can see it ourselves.

4. When we will not

• You changed your mind about something you used. Currency you spent, a

booster you played, a season pass whose season you played.

• You bought the wrong thing but received exactly what was described. We will

still ask the store to consider it; we cannot make them.

• Your account was closed for cheating or fraud. Section 6 of the

Terms: unspent currency is lost.

• You are asking repeatedly. A pattern of buy-play-refund is refund abuse,

and we will refuse and may restrict purchasing.

• The item was earned rather than bought. There is nothing to refund.

5. Subscriptions

A subscription renews until it is cancelled, and it is cancelled in the store — Google Play or the App Store — not with us. Cancelling stops the next renewal; it does not refund the period you are in, and you keep the benefits until it ends.

If a renewal charged you after you cancelled, that is a store matter and they resolve it quickly. Tell us as well and we will confirm what our records show.

6. Currency and taxes

Refunds are made in the currency you were charged in, by whoever charged you. Exchange-rate differences between the charge and the refund are your bank's, not ours. Taxes are handled by the store.

7. Chargebacks

If you dispute a charge with your bank instead of asking, the platform's usual response is to suspend the account until it is settled — not as a punishment, but because the store reverses the entitlement and the balance would otherwise be wrong.

Talking to us first is faster and does not put your account at risk. We have not refused a legitimate claim yet.

8. Asking

support@elkgameverse.com, with your handle, the approximate date, and what happened. If it is a store purchase, the store's order number helps but is not required.

We reply within two business days and resolve most things the same day.

This document is written in English and translated. If a translation and the English text disagree, the English text governs.