Refund policy

If you make any game-related purchase through Loffy Store (including in-game currency, items, season passes, character unlocks, etc.) and the transaction is completed successfully — meaning the purchased content is delivered and accessible in your game account — you will not be eligible for a refund.

Please ensure you have selected the correct game, amount, and game ID before completing your purchase. Successful delivery of digital goods finalizes the sale.

• Unsuccessful Top-ups: If your payment is deducted but the in-game currency (e.g., Diamonds, UC, Gold) is not credited to your account, or an error prevents the transaction from completing, you are eligible for a refund.
• Pending Top-ups (Over 5 Hours): If your top-up transaction remains in a "pending" state for more than 5 hours without being completed, you are eligible for a refund.
• Case-by-Case Assessment: Each refund request is reviewed individually. We will examine the specifics of your situation before making a final decision.

To request a refund, please follow these steps:

1. Contact our customer support via Facebook Page.
2. Provide your Order ID, Game ID, and a description of the issue.
3. Include screenshots or proof of the failed transaction if available.
4. Our support team will review your request and respond within 24 hours.

• Approved refunds will be processed within 3 business days (Monday to Friday, excluding public holidays).
• The time for the refund to appear in your account may vary depending on your bank or payment provider.

To protect our users and prevent fraud, we may require additional verification when processing refund requests:

• ID or Document Submission: You may be asked to provide identification (e.g., In-Game ID, bank transaction proof, email verification).
• Video Explanation: In some cases, you may be asked to record a short video confirming your identity and the legitimacy of the transaction.
• Fraud-related cases will be investigated and resolved within 48 hours.

This Refund Policy is a summary of the refund-related sections found in our full Terms & Conditions. Please read the complete Terms & Conditions for detailed information about payment agreements, fraud prevention, and your rights as a customer.