Refund Policy

1. Introduction

This Refund Policy explains when and how you can request a refund on The Legend of Kawa. It applies to every payment processed through our storefront, whether the transaction was completed via Stripe or Lemon Squeezy. By completing a purchase you confirm that you have read and agree to the terms below. We aim to be fair and quick: the vast majority of legitimate refund cases are resolved within a few business days.

2. Digital nature of our products

The Legend of Kawa is a fully digital browser game. Every item we sell — currency bundles (Gems, Ember Fragments), the seasonal Battle Pass, cosmetic skins, and voluntary donations — is a digital, non-tangible good that is delivered instantly to your account upon successful payment. Because of this, our default position on digital purchases is that they are non-refundable once they have been consumed or credited to your account, in line with the standard practice across the industry and the guidance published by our payment processors.

3. Donations

Donations are voluntary contributions to keep The Legend of Kawa free for everyone. They do not entitle the donor to any in-game item, cosmetic, or account benefit. Because a donation is not a purchase of a good or service, donations are considered final and are non-refundable. If you believe your donation was made in error (for example, an incorrect amount, an unintended charge on a shared card, or an unrecognised transaction), contact us within seven (7) days of the transaction and we will review the case in good faith.

4. In-game store purchases (currency bundles)

Currency bundles — the Starter Pouch, Traveler Chest, Hero Hoard, Legend Vault, and Kavian Trove — credit Gems and Ember Fragments directly to your account balance the moment payment clears. Once any portion of that balance has been spent, the bundle is considered consumed and is not refundable. If the bundle has been credited but no Gems or Ember Fragments from it have been spent, and you contact us within forty-eight (48) hours of purchase, we may offer a full refund and reverse the credit at our discretion.

5. Battle Pass

The Battle Pass is a one-time seasonal unlock. Once your account has been marked as Premium for the current season — this happens automatically when the payment succeeds — the pass is considered delivered and is not refundable. Our checkout backend blocks duplicate purchases of the same season's Battle Pass by returning HTTP 409 (`Battle Pass already active on this account`), which means an accidental second purchase for the same user should never complete. In the rare event that a duplicate purchase does complete due to a technical error, the second payment will be refunded in full within seven (7) business days.

6. Cases where a refund IS available

• Duplicate charges for the same product on the same account.
• A completed payment where the corresponding product was never delivered because of a verified technical error on our side (unresolved after 24 hours of good-faith attempts to fix).
• Unauthorised transactions where you can demonstrate that the payment was made without your consent (contact us AND your card issuer immediately).
• A currency bundle credited to your account but never spent, refunded within 48 hours of purchase at our discretion.
• A regulatory refund right that applies to your jurisdiction (for example, a mandatory consumer cooling-off period that supersedes this policy).

7. Cases where a refund is NOT available

• Voluntary donations that were delivered successfully.
• Currency bundles where any portion has already been spent in-game.
• The Battle Pass once it has been activated on the account for the current season.
• Change of mind, buyer's remorse, or dissatisfaction with cosmetic content that was delivered as advertised.
• Requests submitted more than thirty (30) days after the original transaction, unless a longer window is required by applicable law.
• Accounts flagged for cheating, chargeback abuse, or fraudulent activity.

8. Duplicate purchases and accidental charges

If you see two identical charges for the same product on the same day, please contact us with both transaction IDs. We verify duplicates against our `payment_transactions` records and refund the second charge in full — usually within three (3) business days. Please do not file a chargeback before reaching out to us; a chargeback triggers additional fees on both sides and takes longer to resolve than a direct refund.

9. Technical errors

If a payment succeeded (you see the charge on your statement) but the product was not delivered to your account, contact support with the payment session ID or your card statement reference. Our backend records every checkout session in a dedicated collection with its Stripe or Lemon Squeezy identifier, so we can trace the transaction quickly. Once the missing delivery is confirmed, we will either credit the product to your account or refund the payment — your choice.

10. How to contact support

The fastest way to open a refund case is to email us with the following: (a) the transaction ID or Stripe session ID (starts with `cs_`), (b) the date of purchase, (c) the account email or in-game username, and (d) a short description of the issue. You can reach us via the Contact page or the community channels linked in the site footer. We reply to every message even when we cannot approve a refund.

11. Review time

Refund requests are reviewed within three (3) business days of receipt. When a refund is approved, the funds are released back to the original payment method within seven (7) business days for Stripe and up to fourteen (14) business days for Lemon Squeezy, depending on your bank's clearing time. We will always confirm the outcome in writing so you have a record of the decision.

12. Abuse, fraud, and chargebacks

We reserve the right to refuse refund requests that appear to be part of a pattern of abuse — for example, repeatedly claiming that a delivered Battle Pass was never received, or requesting refunds only after the season has ended. Accounts involved in chargeback abuse or fraudulent activity may be suspended pending investigation. Legitimate cases are always welcome; this clause exists to protect the many players who play fairly.

13. Updates to this policy

This Refund Policy may be updated to reflect changes in our payment processors, our product catalog, or regulatory requirements. The current version is always live at this URL, and the policy that applies to a specific transaction is the one that was published at the moment of purchase. For material changes, we will post a notice on the developer blog and in the Latest Updates section of the homepage.