Refund Policy

1. Overview

At Azerbaijan Game Studio, we strive to ensure customer satisfaction with all our products and services. This Refund Policy explains the circumstances under which refunds may be requested and granted for digital game purchases and in-game purchases.

Please read this policy carefully before making a purchase. By purchasing our products, you acknowledge that you have read, understood, and agree to this Refund Policy.

2. Eligibility for Refunds

2.1 Digital Game Purchases

Refund requests for full game purchases may be considered if:

• The request is made within 14 days of purchase
• The game has been played for less than 2 hours (cumulative playtime)
• The game has significant technical issues that prevent normal gameplay
• The game was purchased by mistake or without authorization
• The game differs significantly from its description

2.2 In-Game Purchases

Refund requests for in-game purchases (virtual currency, items, subscriptions) may be considered if:

• The purchase was made by mistake or without authorization
• The request is made within 48 hours of purchase
• The purchased items have not been used or consumed in-game
• There was a technical error that resulted in incorrect charges

2.3 Subscriptions

For subscription-based services:

• You may cancel your subscription at any time
• Refunds for the current billing period may be granted within 7 days of renewal
• No refund will be provided for unused portion of a subscription period unless required by law
• Cancellation takes effect at the end of the current billing period

3. Non-Refundable Items

The following are generally not eligible for refunds:

• Virtual items that have been consumed, used, or activated in-game
• Gifts purchased for other players (unless unauthorized)
• Promotional items or bonus content
• Purchases made more than 14 days ago (for games) or 48 hours ago (for in-game items)
• Games or items purchased during a sale or promotional period (unless defective)
• Downloadable content (DLC) after download has begun
• Season passes after any included content has been released

4. How to Request a Refund

Step 1: Gather Information

Before submitting a refund request, please have the following information ready:

• Order number or transaction ID
• Date of purchase
• Product name or item purchased
• Reason for refund request
• Email address associated with your account

Step 2: Submit Request

You can request a refund through the following methods:

• Online Form: Visit our Contact Page and select "Refund Request" as the subject
• Email: Send your request to [email protected]
• In-Game: Use the "Request Refund" option in your purchase history (if available)

Step 3: Review Process

Our team will review your request within 3-5 business days. We may contact you for additional information if needed.

Step 4: Decision and Processing

You will receive an email notification regarding the decision. If approved, refunds will be processed within 7-10 business days to your original payment method.

5. Refund Methods

Approved refunds will be issued using the following methods:

• Credit/Debit Card: Refund to the original card (5-10 business days)
• PayPal: Refund to PayPal account (2-5 business days)
• Mobile Payment: Refund through App Store/Google Play (varies by platform)
• Store Credit: May be offered as an alternative (immediate)

Note: Processing times may vary depending on your financial institution or payment provider.

6. Platform-Specific Policies

6.1 Mobile Platforms (iOS/Android)

For purchases made through Apple App Store or Google Play Store:

• Refunds must be requested through the respective platform (Apple or Google)
• Platform-specific refund policies apply
• We cannot process direct refunds for platform purchases
• Contact Apple or Google support for assistance

6.2 PC Platforms (Steam, Epic Games, etc.)

For purchases made through third-party PC gaming platforms:

• The platform's refund policy takes precedence
• Refund requests should be made through the platform
• We will cooperate with legitimate refund requests

6.3 Console Platforms (PlayStation, Xbox, Nintendo)

For purchases made through console platforms:

• Console manufacturer's policies apply
• Contact the platform support for refund requests
• Terms may vary by region

7. Special Circumstances

7.1 Unauthorized Purchases

If you believe a purchase was made without your authorization:

• Contact us immediately at [email protected]
• Provide details of the unauthorized transaction
• We will investigate and may request additional verification
• Account may be temporarily suspended during investigation

7.2 Technical Issues

If you experience technical issues preventing gameplay:

• Contact our technical support team first
• We will attempt to resolve the issue
• If unresolved, a refund may be granted
• Provide system specifications and error details

7.3 Duplicate Charges

If you were charged multiple times for a single purchase:

• Contact us with transaction details
• Duplicate charges will be refunded immediately upon verification
• Usually processed within 2-3 business days

8. Account Suspension or Ban

Important: If your account is suspended or banned due to violation of our Terms of Service:

• No refunds will be provided for any purchases
• This includes games, in-game items, and subscriptions
• Violations include cheating, harassment, fraud, or other prohibited conduct
• This policy is strictly enforced to maintain fair gameplay

9. Regional Variations

9.1 European Union

For customers in the EU:

• You have the right to withdraw from a purchase within 14 days
• This right is waived once download or streaming begins (with your consent)
• For digital content, you must expressly consent and acknowledge you lose withdrawal rights

9.2 United Kingdom

UK customers have similar rights to EU customers under the Consumer Rights Act 2015.

9.3 Azerbaijan

For customers in Azerbaijan, local consumer protection laws apply in addition to this policy.

9.4 Other Regions

Local consumer protection laws may provide additional rights. This policy does not limit any statutory rights you may have.

10. Abuse of Refund Policy

We reserve the right to refuse refunds if we detect abuse of this policy, including but not limited to:

• Repeated refund requests for the same type of product
• Completing a game before requesting a refund
• Making excessive refund requests
• Fraudulent refund claims

Accounts found to be abusing the refund system may be subject to restrictions or termination.

11. Exceptions and Modifications

We reserve the right to:

• Make exceptions to this policy on a case-by-case basis
• Modify this policy at any time
• Offer alternative remedies (store credit, replacement products, etc.)
• Deny refund requests that do not meet the stated criteria

12. Contact Information

For refund requests, questions, or concerns:

• Email: [email protected]
• Refund Requests: [email protected]
• Phone: +994 12 345 67 89 (Mon-Fri, 9AM-6PM GMT+4)
• Address: Azerbaijan Game Studio, 28 May Street, Nizami District, Baku AZ1000, Azerbaijan

Please allow 3-5 business days for a response to your inquiry.