1. Introduction

This Refund Policy explains how ZELESTA GAMING handles refunds for purchases made directly through our website, mobile applications, and in-game purchases. We strive to ensure that all our customers are satisfied with their purchases, but we also recognize that there may be circumstances where a refund is appropriate.

Please note that purchases made through third-party platforms (such as Apple App Store, Google Play Store, or Steam) are subject to the refund policies of those platforms. While we may assist with the refund process, the final decision rests with the respective platform provider.

2. Refund Eligibility

You may be eligible for a refund under the following circumstances:

• Technical Issues: If you experience significant technical issues that prevent you from accessing or using our games or services properly, and our technical support team is unable to resolve these issues within a reasonable timeframe.
• Unauthorized Purchases: If unauthorized charges were made to your account (for example, by a minor without parental consent or due to fraudulent activity).
• Incorrect Purchase: If you accidentally purchased the wrong game or in-game item (subject to our verification).
• Recent Purchase: For standalone game purchases (not in-app purchases), if you request a refund within 14 days of purchase and have played less than 2 hours of the game.

3. Digital Products

For digital product purchases (such as downloadable games or digital content):

• Pre-download: Full refunds are available for pre-ordered digital content as long as the download has not begun.
• Post-download: Refunds may be available within 14 days of purchase if you have not significantly accessed or used the content (generally less than 2 hours of gameplay).
• Non-refundable: Digital content is generally non-refundable once it has been significantly accessed, downloaded, or streamed.

We reserve the right to deny refund requests if we detect abuse of the refund policy, such as repeated purchases and refunds of the same content.

4. In-App Purchases

For in-app purchases and virtual currency:

• Virtual Currency: Purchases of virtual currency are generally non-refundable once the currency has been added to your account.
• Virtual Items: Purchases of virtual items are generally non-refundable once the items have been delivered to your account.
• Exceptions: Refunds may be considered in cases of technical error where purchased items were not properly delivered to your account.

Please note that any virtual currency or items obtained through promotional offers, gifts, or as free bonuses are not eligible for refunds.

5. Subscription Services

For subscription-based services:

• Cancellation: You may cancel your subscription at any time, but no refunds will be provided for the current billing period.
• Automatic Renewals: If your subscription has renewed automatically and you request a refund within 7 days of the renewal date, we may provide a refund at our discretion.
• Promotional Periods: If you cancel during a free trial or promotional period, no refund will be issued as no payment has been made.

After cancellation, you will continue to have access to your subscription benefits until the end of your current billing period.

6. Refund Process

To request a refund:

1. Contact Customer Support: Email our customer support team at support@zelestagaming.com with the subject line "Refund Request" or use the contact form on our website.
2. Provide Information: Include your order number, purchase date, product name, and reason for the refund request.
3. Verification: We may ask for additional information to verify your purchase and the circumstances of your refund request.
4. Processing Time: Refund requests are typically processed within 7-10 business days after approval.

Refunds will be issued to the original payment method used for the purchase. In some cases, we may offer store credit instead of a cash refund.

7. Exceptions

Refunds will not be issued in the following circumstances:

• Account Bans: If your account has been suspended or terminated due to violations of our Terms of Service.
• Policy Violations: If you have attempted to circumvent or violate our policies or terms.
• Time Limitations: If the refund request is made outside of the specified time frames mentioned in this policy.
• Regional Restrictions: If the issue is related to regional restrictions that were clearly communicated at the time of purchase.

We reserve the right to deny refund requests if we detect patterns of abuse or if the request does not comply with this policy.

8. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements. The updated version will be indicated by an updated "Last Updated" date at the top of this policy. We encourage you to review this policy periodically to stay informed about our refund procedures.