Refund Policy Welcome, Cookie Hero! We’re thrilled you’ve joined the sweet and brave world of CookieRun: Kingdom! Whether you’re collecting Soulstones, building your kingdom, or unlocking powerful toppings, we understand that sometimes a purchase doesn’t go quite as planned. This Refund Policy outlines the rules and process for handling such situations, so every Cookie can feel safe and confident in their choices. 1. All Sales Are Final All purchases of digital content—such as Crystals, Rainbow Cubes, Cookie Gacha pulls, Packages, Bundles, and Kingdom Passes—are non-refundable once delivered to your account. By confirming your order, you agree to receive instant access to the content and waive any cancellation rights under digital commerce laws. 2. Eligible Cases for Refunds We may consider a refund in specific, rare cases: a. Duplicate purchases caused by system or connection errors. b. Missing content after successful payment (confirmed by transaction logs). c. Unauthorized transactions made without the account holder’s knowledge. d. Technical issues that prevent access to purchased content, if not resolved within a reasonable time. e. Purchase of the wrong product that was not accessed, consumed, or activated. All refund requests must be submitted within 7 days of the original transaction. 3. Ineligible Cases Refunds will not be granted in the following situations: a. Change of mind after purchase. b. Dissatisfaction with gacha results or item stats. c. Accidental purchases where the item was successfully delivered. d. Issues caused by device incompatibility or poor internet connection. e. Violations of our terms that led to suspension or restrictions. Like cookies in the oven, once your content is baked and delivered—it can’t be unbaked! 4. Gacha and Randomized Content All purchases involving random content (e.g., Cookie draws, Soulstones, or Treasures) are based on chance. Refunds are not available due to undesired results. The probability system is part of the core gameplay and clearly disclosed in advance. 5. Subscriptions and Passes If you subscribe to the Kingdom Pass, Daily Gifts, or other recurring rewards: a. You may cancel anytime to stop the next billing cycle. b. Your benefits will continue until the current period ends. c. No partial refunds are issued for time remaining after cancellation. 6. External Platform Purchases If you made your purchase through a third-party platform such as the App Store, Google Play, or Galaxy Store, their individual refund policies apply. You must contact their support directly, as we cannot override their decisions. 7. Fraud, Abuse & Chargebacks Chargebacks or payment disputes made without contacting our support team may lead to: a. Suspension of your account. b. Revocation of previously delivered items. c. Restriction from future purchases. d. Further action in cases of confirmed fraud or abuse. We always encourage players to reach out first—we’re here to help with a sprinkle of magic and fairness. 8. How to Request a Refund If you believe your case qualifies for a refund, please contact our support team and include: a. Your Player ID and account name. b. Purchase details (date, amount, platform). c. Transaction receipt or confirmation number. d. A description of the issue and any supporting screenshots. Our team will respond within 3–5 business days after receiving your request. 9. Regional Law Compliance We respect all applicable digital consumer rights in your country or region. If your local law (e.g., in the EU, UK, Canada, Australia) grants specific refund rights, those will be honored accordingly. 10. Final Cookie Crumble We want every Cookie in the Kingdom to feel happy and safe. Please read item descriptions carefully, verify your platform, and think twice before you click that sweet “Buy” button. Your journey is important—and we’re here to support you every step of the way!