1. Eligibility for Refunds

We understand that circumstances may arise where you need to request a refund. Below are the general conditions under which refunds may be considered:

1.1. Digital Products and Services

For digital products and services, including in-app purchases, subscriptions, and downloadable content:

• Refund requests must be submitted within 14 days of the purchase date.
• The product or service must not have been substantially consumed or used.
• For subscriptions, refunds are generally limited to the most recent billing cycle if the service has been used.
• Technical issues that significantly impair the functionality of the product or service may qualify for a refund beyond the standard eligibility period.

1.2. Accidental Purchases

We recognize that accidental purchases may occur, particularly in applications used by children. In such cases:

• Refund requests for accidental purchases must be submitted within 48 hours of the purchase.
• You must provide details explaining how the purchase was made accidentally.
• We may limit the number of accidental purchase refunds per account to prevent abuse.

2. Refund Process

To request a refund, please follow these steps:

2.1. App Store or Platform Purchases

For purchases made through third-party platforms such as Apple App Store, Google Play Store, or other distribution platforms:

• Refund requests must be submitted directly to the platform where the purchase was made, as they process the payments and handle refunds according to their own policies.
• Apple App Store: Visit Apple Support and follow their refund request process.
• Google Play Store: Visit Google Play Help and follow their refund request process.
• For other platforms, please refer to their respective refund policies and procedures.

2.2. Direct Purchases

For purchases made directly through our website or services:

• Submit a refund request through our customer support portal or by emailing [email protected].
• Include your order number, the email address used for the purchase, the date of purchase, and a detailed explanation of why you are requesting a refund.
• Our support team will review your request and respond within 5 business days.
• If approved, refunds will be processed using the original payment method, and may take 5-10 business days to appear on your statement, depending on your financial institution.

3. Exceptions and Limitations

Certain purchases and circumstances are not eligible for refunds:

• Virtual currency, gems, coins, or similar in-game items that have been consumed, used, or redeemed.
• Purchases made more than 14 days prior to the refund request (except in cases of ongoing technical issues).
• Subscriptions that have been active for more than one billing cycle.
• Products or services where the terms of sale explicitly state they are non-refundable.
• Accounts that have been suspended or terminated for violations of our Terms of Service.
• Purchases where fraud or abuse is suspected.

4. Payment Processing

When a refund is approved:

• The refund will be issued to the original payment method used for the purchase.
• Processing times vary depending on your payment provider and may take 5-10 business days to appear on your statement.
• In some cases, we may offer store credit or alternative compensation instead of a monetary refund, particularly for older purchases or special circumstances.
• For purchases made in a currency different from your local currency, the refund amount may vary due to exchange rate fluctuations.

5. Subscription Cancellations

For subscription-based services:

• You may cancel your subscription at any time through your account settings or by contacting customer support.
• Cancellation will take effect at the end of the current billing cycle.
• No partial refunds are provided for the unused portion of the current billing cycle unless required by law.
• If you cancel within the first 14 days of a new subscription, you may be eligible for a full refund if the service has not been substantially used.

6. Changes to This Policy

We may update our Refund Policy from time to time to reflect changes in our practices, services, or applicable laws. Any changes will become effective when we post the revised policy on this page. We encourage you to review this policy periodically for any changes.

7. Contact Information

If you have any questions about our Refund Policy or need assistance with a refund request, please contact us using the information below:

• Company: Bingo Labs Private Limited
• Address: Pokhara 00 Kaski 33700 Gandaki, Nepal
• Refund Inquiries: [email protected]
• Phone: +977 9864432137