Refund Policy – ScrollQuest

At ScrollQuest, we are committed to delivering engaging, high-quality mobile gaming experiences that are accessible, exciting, and reliable. We strive to ensure that every user is satisfied with their purchases, whether they involve in-game items, premium game versions, subscriptions, or currency packs. However, we understand that in certain situations a refund may be necessary. This Refund Policy outlines the terms and conditions under which refunds are granted for mobile gaming purchases made through our platform.

By making a purchase from our mobile gaming platform, app, or store, you agree to the terms and guidelines listed in this policy.

1. General Conditions for Refunds

Refunds are handled on a case-by-case basis, and eligibility depends on the type of product or service, how it has been used, and the timing of the refund request. Refunds are generally issued to the original payment method and may take 7 to 14 business days to appear, depending on your financial institution.

Please note that not all purchases qualify for a refund. We reserve the right to deny refund requests that do not meet our criteria or that we suspect are submitted in bad faith.

2. In-App Purchases and Virtual Goods

In-app purchases, such as power-ups, skins, avatars, loot boxes, boosters, or other virtual content, are considered consumable goods and are generally non-refundable. However, a refund may be granted under the following conditions:

• The refund request is submitted within 3 calendar days of the purchase.
• The virtual item has not been used, redeemed, consumed, or transferred.
• There is a confirmed technical issue that prevented proper delivery or access to the item.

Requests submitted after the 3-day window or for items that have been partially or fully used are not eligible for a refund.

3. Premium Game Versions (Full Unlocks or No-Ads Versions)

Some games offer one-time unlocks for full access, additional features, or ad-free gameplay. Refunds for these purchases may be granted if:

• The request is made within 7 calendar days of the original purchase.
• The user has not progressed beyond the trial or introductory stages of the game.
• The unlock has not been associated with an account that has accessed premium content beyond minimal testing.

If significant gameplay or unlock features have been accessed, the refund request may be denied unless a serious technical fault is verified.

4. Mobile Game Subscriptions and Memberships

We offer subscription services that include perks such as daily rewards, bonus content, VIP status, or exclusive events. Refunds for these subscriptions are granted under these terms:

• First-time subscribers can request a refund within 7 calendar days if none of the subscription benefits have been accessed.
• Auto-renewing subscriptions can be refunded within 3 calendar days of renewal if the service has not been used in the new billing cycle.
• Subscriptions canceled after these periods will not be refunded, but access to benefits will remain active until the end of the current billing period.
• If a subscription was renewed by mistake or due to an error, contact our support team immediately to assess eligibility.

5. Game Currency and Wallet Credits

Purchases of mobile game currency, gems, coins, tokens, or other wallet credits are subject to strict guidelines due to their consumable and non-physical nature. Refunds may be issued only if:

• The request is submitted within 3 calendar days of purchase.
• None of the currency has been spent or converted into in-game resources.
• A technical failure occurred, and the currency is missing or inaccessible despite payment confirmation.

Once currency has been used, even in part, it becomes non-refundable under any circumstances.

6. Time-Limited Offers and Event Packages

Promotions such as seasonal bundles, time-limited events, or exclusive sale packs are typically non-refundable. However, you may request a refund if:

• The request is made within 2 calendar days of purchase.
• The event content has not been activated, downloaded, or participated in.
• The purchase was made by mistake and has not impacted gameplay.

Due to the limited nature of such content, refunds are rarely granted unless under special circumstances or technical malfunctions.

7. Technical Issues

We understand that technical difficulties can interfere with gameplay. In cases where purchased content or services are inaccessible due to a verified technical issue:

• You must report the issue within 5 calendar days of the transaction.
• You must provide relevant information including screenshots, device specs, and a clear description of the issue.
• If the problem cannot be resolved after troubleshooting, a refund may be offered.

Refunds are not granted for technical issues caused by user-modified devices, outdated software, or system incompatibility.

8. Duplicate or Unauthorized Charges

If you notice a duplicate charge or a purchase you did not authorize:

• Contact our support team within 7 calendar days of the transaction.
• Provide the transaction ID and payment confirmation for review.
• If verified as a duplicate or unauthorized, the charge will be reversed.

We recommend enabling purchase restrictions or biometric authentication to prevent accidental or unauthorized purchases.

9. Abuse and Fraud Prevention

We monitor all refund activity to protect our services from abuse. The following behaviors may result in refund denial or account restrictions:

• Excessive or repetitive refund requests without valid cause.
• Attempts to obtain a refund after extensive usage of purchased content.
• Use of multiple accounts to exploit refund policies.

Any suspicious activity may lead to temporary or permanent suspension of refund privileges or game account access.

10. How to Request a Refund

To request a refund, follow these steps:

• Contact our customer support team through the app or platform with your full name, user ID, order number, and the reason for your request.
• Clearly specify the item or service you are requesting a refund for.
• If physical items or third-party platforms are involved, you may be asked to provide additional documentation.

Once a request is submitted, we aim to respond within 5 business days. Approved refunds are processed promptly, and you will be notified once your request is complete.

11. Refund Processing Time

Refunds will be issued to the original payment method used during the transaction. Depending on your bank, card issuer, or mobile carrier, funds may take 7 to 14 business days to reflect in your account. If you do not see the refund after that period, please follow up with your financial institution before contacting support again.

12. Policy Updates

This Refund Policy may be revised occasionally to reflect changes in our services, technical systems, or legal obligations. All changes will be effective immediately once posted. The version of the policy in place at the time of your purchase will govern your rights regarding that transaction.

Final Words

We are committed to ensuring that our mobile gaming platform is a space of enjoyment, fairness, and value. While refunds are not always possible, our support team is here to review all legitimate cases and help resolve any issues that arise. Thank you for choosing ScrollQuest as your mobile gaming destination. We appreciate your trust and hope to continue delivering exciting digital adventures to your fingertips.