Refund Policy

Last Updated: April 2026

SHENGQU TECHNOLOGY HOLDINGS (HK) LIMITED is committed to providing a fair and consistent gaming environment. In accordance with our End User License Agreement (EULA) and platform regulations (including Google Play), the refund policy for all digital payment transactions—including top-ups, virtual items, memberships, and paid gift packs—is as follows:

1. General Refund Principles

All digital virtual goods, including but not limited to virtual currency, items, skins, gift packs, monthly cards, battle passes, and subscription benefits, are considered "delivered" once they have been credited to the account, issued, or used. Such transactions are deemed final and do not support "no-reason" refunds, partial refunds, or refunds based on subjective experiences or dissatisfaction.

2. Google Play 48-Hour Refund Window

Users may initiate a refund request through the official Google Play platform within 48 hours of a transaction, subject to platform-specific rules. However, if the items or benefits have already been credited, claimed, or consumed—even within the 48-hour window—our team reserves the right to reject the refund request or reclaim the corresponding in-game benefits.

3. Exceptional Refund Scenarios

Refund requests will only be considered and verified under the following specific circumstances:

• Technical Errors: Documented system anomalies leading to non-delivery of items, duplicate charges, or abnormal billing.
• Major Malfunctions: Severe technical failures that fundamentally prevent the user from accessing their purchased benefits.
• Statutory Requirements: Applications that comply with local laws and regulations (e.g., unauthorized purchases by minors, the EU "Right of Withdrawal," South Korea’s "Consumer Protection Act on Electronic Commerce," or other mandatory legal protections that cannot be waived by contract).

4. Non-Refundable Scenarios

Refunds will be strictly declined for:

• Virtual items and membership benefits that have been fully or partially credited, consumed, activated, or used.
• Standard purchase orders exceeding the Google Play 48-hour refund window.
• Subjective issues such as poor personal experience, accidental purchase, "change of mind," device compatibility issues, or operational errors.
• Accounts involved in bans, account sharing, theft, third-party top-ups, or transactions via non-official channels.
• Expired or fully consumed periodic subscriptions and gift pack benefits.

5. Processing Procedure

• Direct Support Requirement: All payment-related inquiries must be submitted directly to our official support team for initial review. Please do not bypass the developer to contact app stores or other platforms as a first step.
• Verification: Upon receiving a request with a valid Order ID, our team will verify the transaction and account data. A formal response will be provided within 3 business days.

6. Execution of Refunds

Approved refunds will be returned via the original payment method and account used at the time of purchase. Once a refund is approved, our team will reclaim all corresponding in-game benefits. Associated items, membership duration, and related rewards will not be retained.