Refunds and Cancellation

1. Scope of this policy

This policy covers Coins purchases, Coins game unlocks, and paid membership when those features are available. Sandbox transactions in the test release are not real money and cannot be refunded.

Consumer rights provided by law remain in effect and are not removed by this policy.

2. Issues we can review

We review duplicate charges, successful payments where Coins or access did not arrive, content that cannot open because of a service fault, unauthorized transactions, and other cases required by law.

• Include the transaction number, date, amount, account, and relevant evidence.
• Never include a password, OTP, or full card number in a form.
• If you suspect account takeover, change the account provider’s sign-in details and notify us immediately.

3. Digital content and change of mind

After Coins are used or digital content is accessed, a change-of-mind refund may not be available to the extent permitted by law. The confirmation page must show the price, what is received, and the effect of starting access before confirmation.

If a game is removed for a policy violation, we consider a remedy based on the cause, access period, and payment-provider rules.

4. Membership and cancellation

Cancelling membership stops the next renewal. Existing access remains until the period ends unless a refund or law says otherwise. Not playing during a period does not automatically create a refund right.

If price, package scope, or renewal terms materially change, we notify users before the change takes effect and provide a cancellation path.

5. Review process and timing

Submit a request through Contact and choose Coins and payments. We aim to acknowledge the request within three business days and provide a decision within fourteen business days after receiving complete information. Cases involving a bank, payment provider, or creator may take longer; we will provide status updates.

Approved refunds return through the original payment method when possible. The payment provider controls when the funds appear.

6. Coins, creator revenue, and fraud

A refund or chargeback may reverse related Coins, game access, and creator revenue. If we detect abuse of refunds, fraud, or attempts to bypass restrictions, we may suspend transactions or an account while investigating.

Questions, requests, and complaints

Send details through the Contact NANATALE page and choose the relevant topic. The team may request more information to verify an account, purchase, or rights before taking action.