Sofanovel may give refunds for some purchases, depending on the refund policies. This Refund Policy (as amended from time to time) is incorporated into the Terms of Use and other agreements (“Agreements”) as entered into between you and Sofanovel. Capitalized terms used herein without definition shall have the meanings assigned to them in the Agreements. For details regarding the refund policy, you can also contact us directly.

  • General policy

Generally, your purchase of Virtual Currency and Virtual Items is final and thus is not refundable, exchangeable or transferable. You will only be refunded in some exceptional cases as stated herein.

  • In what condition you will be refunded

You will be only refunded under the following circumstances:

A. in case of an unsuccessful in top-up due to technical failure of the Company, in which case you have made due payments yet cannot obtain the corresponding Virtual Currency or Virtual Items because there is some technical problem in our system;

B. other circumstances as deemed necessary by the Company’s sole discretion.

  • How to get refunded

You can initiate a refund application by sending your refund request to the contact details officially announced by us. The Company shall accept the application within 2 working days after receiving your application unless requires further proof or clarification.

  • Processing time

The refund shall be made within 7 working days upon receiving your application after your application is verified. We will notify you if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.

Please note that processing time may be affected by some factors including the efficiency of your card issuer, the amount of transactions you requested to be refunded, force majeure, etc.