Refund Policy
At Fexlora Inc ("we", "us", or "our"), we strive to ensure our players are satisfied with their in-game purchases. This policy outlines the conditions under which refunds for in-game currency, items, and other virtual purchases may be granted.
By making a purchase on our platform, you acknowledge that you have read, understood, and agree to be bound by this Refund & Cancellation Policy.
1. General Policy
All purchases of virtual currency (e.g., coins, gems), virtual items, battle passes, and other digital content within our games are generally final and non-refundable. We provide a preview and description of all items before purchase, and upon completion, the digital content is immediately available to you in your account.
2. Eligibility for Refund Consideration
Refund requests will only be considered under the following specific conditions:
- Time Limit: The request must be submitted within seven (7) calendar days from the original date of purchase.
- Unused Content: The virtual currency or item must not have been consumed, used, modified, or transferred. For example:
- Virtual Currency: The currency must not have been spent.
- Virtual Items: The item must not have been used, equipped, or gifted.
- Technical Issues: The purchase was made due to a verifiable and critical technical fault within our game or platform that prevented the content from being delivered or functioning as advertised.
Refund requests are evaluated on a case-by-case basis at our sole discretion. Submission of a request does not guarantee a refund.
3. How to Request a Refund
To be considered, a refund request must be submitted by the original purchaser and include all the required information below. Incomplete requests will not be processed.
Please send an email to our support team at FexloraJessica@outlook.com with the subject line: "Refund Request - [Your Game Username]".
The email must include the following information:
Your Account Details:
- Fexlora Inc Game Username/ID
- Registered Email Address on the account
Payment/Order Information (CRITICAL):
- A clear, legible screenshot or copy of the payment receipt/order confirmation from the platform used (e.g., Apple App Store). This must show the Order ID, Date of Purchase, Item Name, and Amount Charged.
Details of the Request:
- Name of the purchased item/currency pack
- Reason for the refund request
- A statement confirming that the purchased content has not been used
4. Processing of Refunds
- Review: Once we receive your complete request, our support team will review it and investigate your account activity related to the purchase. This process may take up to 14 business days.
- Decision: You will be notified via email of our decision. If your refund is approved, the refund will be processed, and a credit will be applied to your original method of payment within a subsequent billing cycle (typically 5-10 business days, depending on your payment provider).
- Account Adjustment: Please note that if a refund is granted, the corresponding virtual currency or items will be deducted from your game account. If this deduction results in a negative balance, your account may be temporarily restricted until the balance is resolved.
5. Non-Refundable Situations
Refunds will typically not be granted in the following situations:
- Requests made after 7 days from the date of purchase.
- If you have already used, consumed, or gifted the purchased content.
- If you change your mind about a purchase.
- If you no longer have a need for the content.
- Bans or suspensions of your account due to violations of our Terms of Service.
- Purchases made on a platform (e.g., Apple App Store) must generally be refunded through that platform's own refund system. We cannot process refunds for purchases that were not made directly through our official payment channels.
6. Payment Platform Policies
Please be aware that purchases made through third-party platforms (like the Apple App Store) are subject to the terms and conditions of those platforms. For refund requests related to such purchases, you may need to contact the respective platform's support team directly.
7. Chargeback Policy
If you initiate a chargeback with your bank or payment provider without first contacting us to resolve the issue, we reserve the right to:
- Suspend or permanently disable your access to the Game (including all online features) until the chargeback is resolved.
- Block your email address and payment method from future purchases.
- Dispute the chargeback with supporting evidence.
We encourage you to contact us first before initiating a chargeback to resolve any issues directly.
8. Dispute Resolution
If you disagree with a transaction or our refund decision, you must contact us first before initiating any chargeback.
Internal Dispute Process:
- Contact Support – Email FexloraJessica@outlook.com with subject: Dispute – [Your Username]. Provide your transaction ID, date, amount, and a clear explanation. Our support team will respond within 48 hours.
- Escalation – If you are not satisfied, reply to the same email thread with subject: Formal Dispute – [Your Username]. A senior compliance officer will review the case and provide a final internal decision within 10 business days.
- External Resolution (Chargeback) – Only after exhausting the internal dispute steps may you initiate a chargeback through your bank or payment provider.