Refund Policy

1. General Refund Policy

RealmreelRush offers virtual goods and services for use within our social casino platform. All purchases made on RealmreelRush are for virtual items (such as virtual currency, power-ups, or other in-game enhancements) that have no real-world value and cannot be exchanged for cash or real items.

As stated in our Terms & Conditions, all purchases are considered final and non-refundable unless otherwise required by applicable law. However, we recognize that there may be exceptional circumstances where a refund might be appropriate, and we will consider such cases on an individual basis.

Please note that this Refund Policy applies only to purchases made directly through RealmreelRush. For purchases made through third-party platforms (such as Apple App Store, Google Play Store, or Facebook), the refund policies of those platforms will apply.

2. Eligible Refunds

We may, at our sole discretion, issue refunds in the following circumstances:

2.1 Technical Issues

If you have made a purchase and due to a technical error:

• The purchased virtual goods were not delivered to your account
• The purchase was processed multiple times resulting in duplicate charges
• You were charged an incorrect amount
• A critical platform malfunction prevented you from using the purchased items as intended

2.2 Unauthorized Purchases

If you believe that unauthorized purchases have been made from your account, please see section 6 (Unauthorized Purchases) of this policy for specific guidance.

2.3 Accidental Purchases

In limited circumstances, we may consider refund requests for accidental purchases. These will be evaluated on a case-by-case basis, taking into account factors such as:

• Your purchase history and account standing
• Whether the virtual goods have been used
• The time elapsed since the purchase
• The frequency of such requests

2.4 Legal Requirements

We will issue refunds in cases where we are required to do so by applicable law in your jurisdiction.

3. Ineligible Refunds

The following circumstances are generally not eligible for refunds:

3.1 Usage of Virtual Goods

Refunds will not be issued for virtual goods that have been consumed, used, or partially used, including but not limited to:

• Virtual currency that has been spent in games
• Power-ups or special items that have been activated
• Virtual goods that have been gifted to other users

3.2 Change of Mind

We do not offer refunds based solely on a change of mind or if you no longer wish to use our platform or the purchased virtual goods.

3.3 Dissatisfaction with Game Features

Refunds will not be provided due to:

• Dissatisfaction with game outcomes or mechanics
• Changes to platform features or game balance
• Disappointment with purchase value or gaming experience

3.4 Account Termination or Suspension

If your account has been terminated or suspended due to violations of our Terms & Conditions, you will not be eligible for refunds of any purchases made prior to the termination or suspension.

3.5 Expired or Inactive Accounts

Refunds will not be issued for purchases made on accounts that have become inactive or expired according to our Terms & Conditions.

4. Refund Request Process

If you believe you are eligible for a refund based on the criteria outlined above, please follow these steps:

4.1 Submission Requirements

To submit a refund request, please provide the following information to our Customer Support team:

• Your RealmreelRush username or account email
• Date of purchase
• Transaction ID or order number (if available)
• Amount of purchase
• Payment method used
• Detailed reason for requesting a refund
• Any supporting evidence (screenshots, error messages, etc.)

4.2 Submission Methods

You can submit your refund request through one of the following methods:

• Email: refunds@RealmreelRush.com
• Support Ticket: Submit through the "Help" or "Support" section within the platform
• Contact Form: Use the Contact Us page on our website

4.3 Time Limitations

Refund requests should be submitted within 14 days of the purchase date. Requests submitted after this period may still be considered but are less likely to be approved.

5. Processing Time and Method

5.1 Review Process

Upon receiving your refund request, our team will:

• Acknowledge receipt of your request within 2 business days
• Review your account history and the details of the purchase
• Verify the circumstances related to your refund request
• Make a determination based on this policy and applicable laws

5.2 Processing Timeline

We aim to process all refund requests within 10 business days from the date of acknowledgment. Complex cases may require additional time.

5.3 Refund Methods

If your refund request is approved, the refund will generally be processed using the same payment method that was used for the original purchase. In some cases, we may issue:

• Credit to your original payment method
• Equivalent value in virtual currency or other platform credits
• Alternative refund method as agreed upon with our support team

5.4 Partial Refunds

In some cases, we may offer partial refunds, particularly if some of the purchased virtual goods have been used or if other mitigating factors are present.

6. Unauthorized Purchases

6.1 Reporting Unauthorized Charges

If you discover unauthorized charges related to RealmreelRush on your payment method, you should:

• Contact us immediately at security@RealmreelRush.com
• Change your account password
• Review your account for any other suspicious activity
• Consider contacting your payment provider to report the unauthorized charge

6.2 Required Documentation

For unauthorized purchase claims, we may request additional documentation, such as:

• A copy of the payment statement showing the disputed charges
• A formal declaration that you did not authorize the purchase
• Police report or other documentation in cases of identity theft

6.3 Parental Requests

If you are a parent or legal guardian and your child has made purchases without your permission:

• Contact our support team with proof of your relationship to the child
• Provide details of the unauthorized purchases
• Consider enabling parental controls on your devices to prevent future unauthorized purchases

7. Platform-Specific Policies

7.1 Mobile App Store Purchases

If you made a purchase through a mobile app store (Apple App Store, Google Play Store, etc.), refund requests must be submitted directly to the app store, as they process these transactions:

• Apple App Store: Visit Apple Support or use the "Report a Problem" feature in your purchase history
• Google Play Store: Visit Google Play Help to request a refund

Please note that app stores have their own refund policies and timeframes which may differ from ours.

7.2 Facebook Purchases

For purchases made through Facebook's payment system:

• Visit your Facebook Payment History
• Find the transaction and select "Report a Problem"
• Follow Facebook's instructions to request a refund

8. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our platform. Your continued use of our services after such changes constitutes your acceptance of the new Refund Policy.

We will notify users of any significant changes to this policy by posting a notice on our platform or sending an email to the address associated with your account.

The date at the top of this policy indicates when it was last revised.

9. Contact Information

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us:

For urgent matters or technical support related to purchases, you can also use the live chat feature available on our platform during operating hours.