Refund & Delivery Policy - Bubble Shooter Puzzle Game

1. GENERAL POLICY

Generally, all sales of virtual currency, virtual items, and subscriptions within the game are final and non-refundable, except as required by law or the platform's specific policies.

2. DELIVERY POLICY

This section explains how purchased virtual items are delivered to your account.

2.1 How Products Are Credited to Your Account

• Virtual items (coins, boosters, power-ups, etc.) are automatically added to your game account upon successful payment confirmation.
• The system associates your purchase with your account using the Order ID and your account identifier.
• You can view your purchased items in the game's inventory, "My Items", or "Backpack" section.

2.2 Delivery Timeframe

• Normal Delivery: Items are typically credited to your account instantly, within 1-5 minutes of successful payment.
• Delayed Delivery: In cases of network congestion or system maintenance, delivery may take up to 24 hours.
• Delivery Failure: If items are not received within 24 hours of payment, this is considered a delivery failure and you are entitled to a full refund or redelivery.

2.3 Acceptable Reasons for Delivery Delays

• Network connectivity issues
• Scheduled or emergency system maintenance
• Payment processor verification delays
• High server load during peak times

2.4 If You Do Not Receive Your Items

If you have paid but have not received your items within 24 hours, please contact our customer support:

• Email: support@bubbleshooterpuzzle.com
• Response Time: We will respond within 24-48 hours
• Required Information: Please provide your Order ID, payment receipt/screenshot, account ID or username, and date/time of purchase
• Resolution: We will either redeliver the items to your account or issue a full refund
• Escalation: If your issue is not resolved within 48 hours, please reply to the support email with "ESCALATION" in the subject line for priority handling

3. REFUNDS VIA GOOGLE PLAY STORE

For purchases made on Android devices through Google Play, Google Play handles most refund requests.

• Within 48 Hours: If it has been less than 48 hours since your purchase, you may be eligible for a refund directly from Google Play. Please follow the instructions on the Google Play Help Center.
• After 48 Hours: Refund requests submitted after 48 hours will be reviewed on a case-by-case basis by our support team.
• Contact Us: You may also contact our support team at support@bubbleshooterpuzzle.com for assistance with Google Play purchases.

4. REFUNDS FOR WEBSITE PURCHASES

For purchases made directly through our website (processed by the entity company, HONGKONG LANYANG INFORMATION TECHNOLOGY CO., LIMITED):

• Refund Requests: All refund requests for website purchases are handled directly by our customer support team.
• Contact: Email support@bubbleshooterpuzzle.com with your Order ID, payment receipt, and reason for refund.
• Processing Time: Refund requests are reviewed within 3-5 business days.
• Refund Method: Approved refunds will be credited back to the original payment method used for the purchase.
• Refund Timeline: Once approved, refunds typically take 5-10 business days to appear in your account, depending on your payment provider.

5. ELIGIBILITY FOR REFUNDS

You are entitled to a refund in the following circumstances:

• The purchased item was not delivered to your account within 24 hours due to a technical error (you are entitled to redelivery or full refund).
• The purchase was unauthorized (e.g., made by a minor or without consent), provided you report it within 120 days.
• The service (e.g., "Remove Ads") is defective and cannot be resolved by our technical team.
• Duplicate charges occurred for the same item.

6. NON-REFUNDABLE ITEMS

Refunds will NOT be granted if:

• The virtual items (coins, boosters, power-ups) have been partially or fully consumed.
• You have been banned from the game for violating our Terms of Service.
• You simply changed your mind after the items have been delivered.
• The refund request is made more than 120 days after the purchase date.

7. CUSTOMER SUPPORT BY PURCHASE CHANNEL

We provide customer support for all purchase channels:

8. IMPACT OF REFUNDS

When a refund is processed, we reserve the right to revoke the corresponding virtual items or currency from your game account.

9. DISPUTE RESOLUTION

If you are not satisfied with our refund decision:

• You may request a review by emailing support@bubbleshooterpuzzle.com with "DISPUTE" in the subject line.
• We will review your case within 5 business days and provide a final decision.
• For Google Play purchases, you may also escalate to Google Play support.

10. LEGAL COMPLIANCE

This policy is governed by the following laws:

• General Operations and Google Play Purchases: Laws of Singapore, including the Personal Data Protection Act (PDPA).
• Website Purchases: Laws of Hong Kong Special Administrative Region, including the Personal Data (Privacy) Ordinance (PDPO) and applicable consumer protection laws.

Jurisdiction:

• Disputes arising from general service usage or Google Play purchases shall be subject to the exclusive jurisdiction of the courts of Singapore.
• Disputes arising specifically from website payment transactions shall be subject to the exclusive jurisdiction of the courts of Hong Kong Special Administrative Region.

11. CONTACT INFORMATION