Last Updated: [Date]
1. Introduction
This Refund Policy (“Policy”) outlines the terms and conditions under which LAYLEE CO., LIMITED (“we,” “us,” “our”) may provide refunds for purchases made within our mobile games and services (the “Services”).
By making a purchase, you (“User” or “you”) acknowledge that you have read, understood, and agree to this Policy. This Policy is incorporated by reference into our [Terms of Service](link to your Terms of Service page).
2. General Policy: All Sales Are Final
All purchases of virtual items, currency, and other in-app purchases (“Virtual Items”) within our Services are final and non-refundable.
You acknowledge and agree that when you purchase a license to use Virtual Items, the performance of our service begins immediately upon your acquisition of the license. As these digital items cannot be returned, we generally do not provide refunds except in the following limited circumstances, at our sole and absolute discretion.
3. Exceptions Where a Refund MayBe Considered
Notwithstanding Section 2, we may, on a case-by-case basis, issue a refund for the following reasons:
Technical Failure: If a technical error or bug in our game prevents you from accessing or using a Virtual Item you purchased, and our support team is unable to resolve the issue.
Unauthorized Purchase: If you can provide compelling evidence that a purchase was made fraudulently or without your authorization (e.g., by a minor without parental consent). We may investigate such claims and require documentation.
Duplicate Purchase: If a technical error results in you being charged multiple times for a single item.
4. How to Request a Refund Review
If you believe your situation qualifies for a review under the exceptions listed in Section 3, you must:
Contact Support: Submit a detailed request to our customer support team at leifangwen@layleegames.com within 14 days of the original purchase.
Provide Information: In your request, you must include:
Your in-game username or Player ID.
The name of the Game.
The exact name of the Virtual Item(s) purchased.
The date and time of the purchase.
The order/receipt number (from Apple, Google, or other platform).
A detailed explanation of the issue and reason for your request.
We will review your request on a case-by-case basis. Submission of a request does not guarantee a refund.
5. Processing Approved Refunds
If we approve your refund request:
The refund will be credited back to the original payment method used for the purchase.
The time it takes for the refund to be processed and appear in your account will depend on the policies of your payment provider (e.g., your bank or credit card company).
Upon refund, the license for the related Virtual Items will be revoked and removed from your game account.
6. Third-Party Payment Processors
All transactions are processed by third-party payment gateways (such as the Apple App Store, Google Play Store, or Airwallex-integrated methods). In many cases, especially for purchases made through Apple or Google, refund requests must be directed to and are governed by the policies of those platforms.
For iOS (Apple App Store) purchases: Please contact Apple Support.
For Android (Google Play Store) purchases: Please contact Google Play Support.
We cannot process refunds for purchases made through these platforms directly, as we do not have access to the financial transaction.
7. Changes to This Policy
We may update this Refund Policy from time to time. We will notify you of any changes by updating the “Last Updated” date at the top of this Policy. Your continued use of our Services after any change means you accept the updated Policy.
8. Contact Us
For any questions regarding this Refund Policy or to submit a request for review, please contact us at:
Email: leifangwen@layleegames.com
LAYLEE CO., LIMITED
[FLAT 1602.16/F LUCKY CTRNO.165-171 WAN CHAI RD WANCHAI]