REFUND & BILLING POLICY

This Refund & Billing Policy (“Policy”) explains how ELOTACTIX LTD (“we”, “us”, “our”) handles payments, purchases, charges, refunds and billing disputes in connection with Undermawlers: Crystal War and our related online services (the “Services”).

This Policy forms an integral part of our Terms and Conditions (“Terms”). By using the Services, creating an account, or making any purchase, you agree to be bound by this Policy as well as the Terms and our other policies. If you do not agree, you must not make any purchases or continue to use the Services.

1. DEFINITIONS

In this Policy:

• “Virtual Currency” means any non-redeemable, in-Services unit of value (for example, “Crystals” or similar) that can be used to obtain in-game items, features or services but cannot be redeemed for real money.
• “Virtual Items” means digital items, content, subscriptions, cosmetics, boosts or other in-game benefits obtainable through the Services, whether purchased with real money or Virtual Currency.
• “Virtual Goods” collectively refers to Virtual Currency and Virtual Items.
• “Cash-Equivalent Prize Balances” (for example, “Diamonds”) means any in-Services balance that we expressly designate as redeemable for real-world currency, where permitted by applicable law, subject to separate conditions in our Terms and KYC & Prize Withdrawal Policy.
• “Account” means your user account registered with us to access the Services.

2. RELATIONSHIP TO OTHER DOCUMENTS

2.1 This Policy is incorporated by reference into, and forms part of, our Terms and any other policies referenced therein, including:

• the Terms and Conditions;
• the Privacy Policy;
• the Anti-Fraud & Fair Play Policy; and
• the KYC & Prize Withdrawal Policy (for cash-equivalent prize withdrawals).
  

2.2 If there is any inconsistency between this Policy and the Terms, the Terms will prevail, except where this Policy provides more specific rules regarding refunds and billing.

3. ELIGIBILITY, AUTHORITY AND AGE

3.1 By making a purchase through the Services, you confirm that:

• (a) you are at least 18 years old, or have reached the age of majority in your jurisdiction; or
• (b) if you are under that age, you have obtained prior consent from your parent or legal guardian to make purchases and to enter into this contract , excluding any features or balances that are expressly restricted to users aged 18 or over.

3.2 You further confirm that:

• (a) you are the authorised holder of the payment method used, or have the permission of the authorised holder; and
• (b) all payment information provided is true, accurate and complete.

3.3 You remain fully responsible for any purchases made from your Account and/or using your device or payment method, whether or not made by you personally, unless otherwise required by applicable law.

4. GENERAL BILLING TERMS

4.1 Nature of the Content

4.1.1 Virtual Goods are digital content or digital services provided within the Services. They are intangible and have no real-world monetary value, except where we explicitly designate balances as Cash-Equivalent Prize Balances (e.g. Diamonds), and only where permitted by applicable law.

4.1.2 Virtual Currency and Virtual Items:

• cannot be redeemed for cash or any real-world currency;
• cannot be exchanged for goods or services outside the Services;
• are part of a limited, revocable licence to use features of the Services.

4.2 Pricing, Taxes and Availability

4.2.1 Prices are displayed in the relevant currency for your region and may include or exclude applicable taxes, as indicated at the time of purchase.

4.2.2 We may:

• change prices and/or available packages at any time;
• offer different prices or bundles to different users or in different regions;
• restrict purchases in certain countries (e.g. due to sanctions or payment provider restrictions).

4.3 Payment Methods

4.3.1 We currently accept payment through third-party payment processors (such as Stripe).

In the future, if we offer mobile applications, payments may also be processed through app-store billing solutions (for example, Apple App Store or Google Play), or other payment providers available in your region. In such cases, those providers will also act as independent controllers of your payment data under their own terms and privacy policies.

4.3.2 Payments are often processed by third-party payment processors or platforms. We do not generally store your full payment card details; such details are handled by the relevant provider under their own terms and privacy policies.

4.4 Review and Confirmation

Before confirming a purchase, you must carefully review:

• the items or Virtual Goods selected;
• the total price, including any taxes or fees; and
• the chosen payment method.

By clicking “Buy”, “Purchase”, or a similar button, you:

• submit an offer to purchase; and
• authorise us and our payment partners to charge the selected payment method.

4.5 Processing Time

4.5.1 We aim to process purchases as quickly as possible. However, processing may take up to 72 hours or longer in exceptional circumstances (e.g. technical or network issues).

4.5.2 If Virtual Goods are not credited to your Account within a reasonable time (and in any case within 72 hours), you should contact our support team at payments@elotactix.co.uk or via in-Services support.

5. NO REFUNDS ON SPENT VIRTUAL CURRENCY OR VIRTUAL ITEMS

5.1 Except where required by applicable law, all sales of Virtual Goods are final and non-refundable , subject to the consumer rights set out in section 6 below. For clarity, this section applies to purchases of non-redeemable Virtual Currency and Virtual Items only, and does not affect any statutory rights relating to defective digital content or any separate processes for prize withdrawals of Diamonds (which are governed by the Terms and the KYC & Prize Withdrawal Policy).

5.2 In particular:

• once Virtual Currency has been spent within the Services, it cannot be refunded or reversed;
• once Virtual Items have been purchased (whether with money or Virtual Currency), they cannot be returned, exchanged or refunded;
• if your Account is suspended, terminated or otherwise restricted due to a breach of our Terms or policies, you are not entitled to any refund or compensation for unused or lost Virtual Goods, to the fullest extent permitted by law.

5.3 Virtual Currency and Virtual Items:

• are not redeemable for cash;
• may not be traded, sold or transferred outside official in-Services mechanisms;
• may be adjusted, modified or removed as part of game balancing or service changes.

6. EU / UK RIGHT OF WITHDRAWAL (DIGITAL CONTENT)

6.1 If you are a consumer in the European Union or the United Kingdom, you may have a statutory right to withdraw from a distance contract within 14 days. However, this right does not apply where digital content is supplied immediately and you have given your express consent and acknowledged the loss of the right of withdrawal.

6.2 By purchasing Virtual Goods, you:

• request that we begin performance immediately;
• acknowledge that Virtual Goods are delivered immediately when credited to your Account; and
• expressly consent to the immediate performance of the digital content contract and waive your statutory 14-day right of withdrawal once the Virtual Goods are delivered.

6.3 Accordingly, once Virtual Goods have been added to your Account, you no longer have a right to withdraw from that purchase under EU/UK consumer law, except where a refund is required by law due to defective or non-delivered digital content.

7. CONDITIONS WHERE REFUNDS MAY BE CONSIDERED

7.1 Without prejudice to section 5 (no refunds on spent Virtual Goods), we may, acting reasonably and proportionately, at our discretion or where required by law, consider issuing a refund or other remedy in the following limited situations:

7.1.1 Technical Errors / Non-Delivery

• You were charged, but you did not receive the purchased Virtual Goods due to a technical error or system failure and we are unable to correct it by crediting your Account.
• You must report this within 24 hours of the transaction or within 7 days of noticing the issue (whichever is earlier).

7.1.2 Duplicate Charges / Overcharging

• You were charged more than once for the same transaction, or
• you were charged an incorrect amount due to a system error.

7.1.3 Unauthorised Transactions (within limits)

• Your Account or payment method was compromised by a third party without your knowledge or consent, and purchases were made that you dispute as unauthorised.
• You must report suspected unauthorised purchases as soon as possible, and no later than 7 days after the transaction appears on your statement.
• We may take into account whether you:
  

• shared your device or account credentials,
• saved payment details on a shared device, or
• otherwise failed to take reasonable precautions.

7.1.4 Consumer Rights (Defective Digital Content)

• Where required by applicable consumer law (e.g. faulty digital content or failure to perform), we will provide the remedies required by law, which may include repair, replacement, re-performance, or a refund.
  

7.2 Where we can reasonably resolve an issue by crediting missing Virtual Goods, restoring progress, or providing equivalent in-Services value, we may do so instead of issuing a monetary refund, unless a monetary refund is required by law.

7.3 All refunds are subject to investigation and verification by our support team and may require you to provide evidence and/or identity verification.

8. CIRCUMSTANCES WHERE REFUNDS WILL NOT BE GIVEN

Except where required by law, you will not be entitled to a refund, reimbursement, compensation or return of Virtual Goods in cases including (but not limited to):

• your own network, hardware or software problems (connection drops, device failure, third-party software conflicts);
• in-game loss of Virtual Goods due to normal gameplay (e.g. spending, in-game defeats, risky actions);
• account suspension or ban for breach of our Terms, Anti-Fraud & Fair Play Policy, or other policies;
• use of bots, cheats, exploits, or other unfair methods;
• inactivity or timeouts due to long idle periods;
• voluntary account deletion or termination by you;
• loss of access due to not linking your Account to an email/platform (if we recommended doing so), where we cannot reasonably recover it;
• purchases made by persons to whom you gave access to your device, Account or payment method;
• refusal to migrate or accept alternatives where we discontinue a game version and offer a reasonable migration or replacement;
• any purely hypothetical or “missed” gains (e.g. rewards you could have earned but didn’t).

9. REFUND REQUEST PROCESS

9.1 Contact Us First

If you believe you are entitled to a refund, you must contact us before initiating a chargeback with your bank or payment provider.

Contact details:

ELOTACTIX LTD – Billing & Support
Email: payments@elotactix.co.uk

9.2 Information Required

When contacting us, provide at least:

• your username and Account ID;
• the date and approximate time of the transaction;
• the payment method used;
• the transaction ID or receipt (if available);
• a clear description of the issue (e.g. “did not receive goods”, “duplicate charge”).

9.3 Time Limits

• For non-delivery or technical issues: report within 24 hours of the failed transaction or 7 days of the loss, whichever is earlier.
• For suspected unauthorised transactions: report within 7 days of the transaction appearing on your statement.
  

We may decline to investigate or process claims made after these time limits, except where mandatory consumer law requires otherwise.

9.4 Evidence and ID Verification

We may request additional information and documentation, such as:

• screenshots, receipts, or bank/processor statements;
• proof of identity;
• further explanation of the circumstances.

If you do not provide the requested information within a reasonable time (e.g. 5 days), we may close the case and decline the refund.

9.5 Decision and Remedies

Our support team will investigate and decide whether a refund or other remedy is warranted. We may:

• issue a refund via the original payment method,
• credit missing Virtual Goods or equivalent, or
• decline the request.

Except where prohibited by law, decisions of our support team regarding refunds are final, subject to your statutory rights and any rights to escalate complaints under applicable consumer law.

10. CHARGEBACKS AND PAYMENT DISPUTES

10.1 General

A “chargeback” occurs when you dispute a charge with your bank or payment provider and request that the transaction be reversed.

10.2 Our Rights on Chargeback

To protect against fraud and abuse, we may, to the fullest extent permitted by law and acting reasonably and proportionately:

• suspend or restrict your Account upon receipt of a chargeback;
• remove or adjust Virtual Goods associated with the disputed payment;
• require repayment of the disputed amount to restore your access;
• permanently ban your Account if there are multiple chargebacks or clear abuse.

10.3 Fraud Alerts / RFIs

Fraud alerts, verification requests or “requests for information” from banks or payment providers may be treated similarly to chargebacks and may result in temporary Account restrictions while we investigate.

10.4 Contacting Us

If your Account has been restricted due to a chargeback and you believe this is in error, contact us at payments@elotactix.co.uk. We may, at our discretion, restore access if the matter is resolved and all outstanding amounts are settled.

11. ANTI-ABUSE OF REFUND PROCESS

11.1 We reserve the right to take action against users who:

• repeatedly submit unfounded or abusive refund requests;
• provide false or misleading information to obtain refunds;
• use chargebacks as a way to circumvent this Policy.

11.2 Such actions may include:

• warnings;
• restriction or suspension of your Account;
• permanent bans;
• legal action where fraudulent activity is involved.

12. CORRECTION OF BILLING ERRORS

12.1 We may correct obvious errors in pricing, billing or crediting of Virtual Goods at any time, including after a transaction has been processed.

12.2 Where we accidentally over-credit your Account with Virtual Goods, we may remove the excess without compensation, acting reasonably and with notice where practicable.

12.3 Where we mistakenly under-credit or mis-charge, we will either adjust your Account or offer an appropriate remedy, in line with this Policy and applicable law.

13. LOCAL LAW & CONSUMER RIGHTS

13.1 Nothing in this Policy is intended to exclude or limit any rights you may have under mandatory consumer protection laws in your country of residence.

13.2 Where local law grants you stronger rights than those stated in this Policy (for example, specific remedies for defective digital content), those rights will prevail to the extent they cannot be contracted out of.

14. CHANGES TO THIS POLICY

14.1 We may update this Policy from time to time to reflect changes in:

• our Services or business practices;
• payment methods or providers; or
• legal and regulatory requirements.

14.2 The updated Policy will be posted with a new “Last updated” date. Material changes may also be communicated via in-Services notification or email.

14.3 Your continued use of the Services and/or making purchases after changes take effect, having had a reasonable opportunity to review the changes, constitutes your acceptance of the updated Policy.

15. CONTACT

If you have any questions about this Policy, billing, or refunds, please contact:

 ELOTACTIX LTD – Billing & Support
 Email: payments@elotactix.co.uk
 Postal address: 86-90 Paul Street, London, EC2A 4NE