Refund Policy

1. When you can get a refund

We will refund a purchase if you ask within 14 days of buying it and one of these applies:

• Eggs didn't arrive. You were charged but the eggs never reached your account, and we can't add them.
• You were charged twice or charged the wrong amount for the same purchase.
• You didn't make the purchase. Someone used your payment method or account without permission. Please also change your password straight away.
• You changed your mind, and the eggs are unspent. All the eggs from that pack, including its bonus eggs, are still on your balance. You can get this kind of refund once per account.

2. When we can't give a refund

• You have already spent some or all of the eggs from the purchase, unless a technical problem on our side caused the loss.
• The request is more than 14 days after the purchase, unless the law where you live gives you a longer period.
• Eggs you got for free, such as game rewards, daily gifts or bonus eggs by themselves.
• Your account was suspended or closed for breaking our Terms of Service.
• A game you spent eggs in was later changed or removed. Your remaining egg balance can still be used in the other games.

None of this affects rights you have under consumer law where you live.

3. How to ask for a refund

Email support@playeggarcade.com from the email address on your account, with:

• your Player ID (for example PEA-482913);
• the date and amount of the purchase, and the pack you bought;
• the transaction ID from your Xsolla receipt email, if you have it;
• the reason for the refund.

You can also contact Xsolla's support using the link in your receipt email.

4. What happens next

• We reply within 3 working days.
• If the refund is approved, it goes back to the payment method you used, through Xsolla. Depending on your bank or payment provider, it usually appears within 5 to 10 working days.
• The eggs from that purchase, including its bonus eggs, are removed from your balance.
• If eggs didn't arrive, we may add them to your account instead of refunding, if you prefer.

5. Chargebacks

Please contact us before disputing a payment with your bank. We can usually solve problems faster. If a payment is disputed or reversed, we remove the eggs from that purchase and may suspend the account while we look into it. If the chargeback was a mistake, contact us and we will help restore your account.

6. Contact us

[Business or owner legal name]
[Business address]
Email: support@playeggarcade.com