Store Refund Policy

We recommend you read our Returns Policy before to making any purchase from our website, so you are familiar with our policy on refunds and your legal rights and remedies.

If you have any questions about this policy, please contact our Customer First Team

Please keep in mind that DearPlayers:

• Does not issue refunds or cancellations for successfully paid transactions.
• Does not have the authority to move game credits from one account to another (OR) withdraw game credits from an account.

The user is fully responsible for ensuring that the data entered when making a transaction is correct (e.g. User ID, top up selection, email address, payment details). All in-game items purchased or completed are final and we do not accept refund requests for incorrect purchase transactions (e.g., wrong User ID, etc.).

Exception:

1.Disputes handling. If you are dissatisfied with any Publisher Codes purchased using the Services, or if you believe that you have been charged in error, please directly contact the following in order to resolve the issue:

(a) DearPlayers Team, for purchases made on DearPlayers; or

(b) the Publisher, for all other transactions.

If you are unable to resolve the issue with the Publisher directly, you may file a dispute or complaint against the Publisher with us. You must not make any false or misleading statements when filing, or during the subsequent investigation of, a dispute. DearPlayers will investigate all disputes that are filed with it and will make reasonable efforts to resolve them. However, the ultimate resolution of such disputes shall be at DearPlayers’s sole discretion.

2.Error handling. As part of or separate from the dispute handling process, DearPlayers may determine that a mistake has been made that affects you. If DearPlayers determines that you have been incorrectly charged or overcharged, DearPlayers will credit your account or otherwise arrange for a refund to rectify the mistake. If DearPlayers concludes that you were not charged when you ought to have been, or that you have been undercharged, DearPlayers may debit or charge your account or otherwise collect a payment to rectify the mistake accordingly.

For successful refund requests

In case you are registered customer:

ALL refund will be credited to your Store Credit within 24 hours. You can use it for future purchases.

In case you are not Sign In customer:

The refund process will be initiated within 24 hours for all successful refund requests. The refund process and time frame will vary depending on the payment method used:

1. Credit Card/Debit Card/Credit Card Instalment

The refund will be credited to the card used within 7-14 working days, depending on the card-issuing bank.

2. Online Banking/ E-wallet

Your payment will be refunded directly to your bank account or e wallet within 1-3 working days (excluding weekends and public holidays).

Refund Policy: Verification of Suspicious Transactions

At DearPlayers, we are committed to ensuring the security of our transactions and maintaining a safe environment for our customers. In the event that a transaction is identified as suspicious or unusual, we may request additional verification through our Know Your Customer (KYC) process.

Verification Process:

1. If a transaction is flagged as suspicious, we may request the customer to provide KYC documents, including a scanned copy of a government-issued photo identification and proof of current address.
2. The customer is required to cooperate in providing the requested documents to verify the legitimacy of the transaction.

KYC Refusal:

1. In the event that a customer refuses to provide the necessary KYC documents, we reserve the right to withhold payment associated with the suspicious transaction.
2. The withheld payment will undergo a thorough investigation, including communication with the relevant financial institutions, to confirm the safety and legitimacy of the transaction.

Refund Process:

1. If, after the investigation, the transaction is confirmed as secure, we will proceed with the refund process.
2. Refunds will be issued to the customer's provided bank details.
3. The entire refund process may take up to one month from the date of the initial transaction.

Customer Cooperation: We appreciate our customers' understanding and cooperation in this matter as we strive to maintain a secure and trustworthy platform for all users.

Contact Us: If you have any questions or concerns regarding our refund policy or the verification process, please contact our customer support team at [email protected].

Note: DearPlayers reserves the right to modify this refund policy as deemed necessary, and any changes will be communicated through our official channels.