The short version. If a payment went wrong, such as a failed charge, a double charge, or Coins that never arrived, we will put it right. If you simply change your mind about Coins or an item you've received, we can't refund it, because it is delivered to you instantly. Coins and Cowries are never refunded as cash.
1. What you can buy
- Coins, in coin packs or (on the web) for an amount you choose. You'll see how many Coins you get before you pay.
- With Coins: looks (skins and themes), chapters, whole seasons, sealed chapters, the premium Season Pass track, and similar items. Everything you buy has fixed contents shown before you pay.
- With Cowries (which can't be bought): store items, back-catalogue chapters, tournament entry and gifts.
Coins and Cowries are not money and can't be cashed out. See our Terms.
2. Why purchases are final
Coins and virtual items are digital content delivered to your account as soon as the payment is confirmed, and you can use them straight away. Because of that, completed purchases can't be cancelled or refunded for a change of mind, except in the situations in the next section, or where the law gives you a right to a remedy. Please check the price, the Coins you will get and what an item does before you confirm.
3. When we will put it right
| What happened | What we do |
|---|---|
| You were charged, but the Coins didn't arrive | Don't pay again. Payments can take a few minutes to confirm, and the app keeps checking a pending top-up. If the Coins still haven't arrived after an hour, contact us with your payment reference. We will trace it and either credit your Coins or refund the charge. |
| You were charged twice for the same top-up | We credit the Coins once and refund the duplicate charge to the method you paid with. |
| The payment failed, but you were still charged | We refund the charge. |
| You paid for a chapter, season or item and didn't get it | We unlock it. If we can't, we credit the Coins back to your wallet or refund the payment, whichever you prefer where both are possible. |
| Top up and buy: the unlock couldn't complete | The Coins stay in your wallet and we tell you why, for example if the price changed or the time to complete ran out. You can try again or use the Coins elsewhere. |
| You didn't make the payment | Tell us straight away, and tell your bank. We will investigate, and we may reverse the Coins and secure your account. |
| Something we sold you was not as described, or was withdrawn | We will correct it, or credit the Coins you spent, where we can't give you what you paid for. |
We can only help with charges made to us. If your bank charged a fee, or a payment provider's own fees apply, those are between you and them.
4. How to ask
Email [email protected] from your sign-in address. Include what happened, when, and the payment reference from your receipt or your bank or payment provider's message, plus the amount. Please contact us within 30 days where you can, since it is much easier to trace recent payments. We aim to reply within five working days. Where we agree to refund a payment, we send it back to the method you paid with, and it can take your bank some days to show it.
5. Paying through an app store
If you bought Coins through Google Play or the Apple App Store, that purchase is processed by the store, and the store decides refunds for it. Ask the store, using its own refund process: Google Play's help or Apple's “Report a Problem”. If the store refunds you, we will remove the Coins it credited. If you had a problem unlocking something after a store purchase, contact us and we will help.
6. Chapters, seasons and the Season Pass
- Chapters and seasons you unlock stay on your account while it is open. Once a chapter is unlocked, it can't be refunded because you didn't like it or have already read it.
- The premium Season Pass track is bought once for the Season. If you buy it part-way through, you receive the premium rewards for the tiers you have already reached straight away. It isn't refundable once any premium reward has been granted, except where something goes wrong as described above.
- Sealed chapters are one fixed chapter, the same for every reader, and the listing says so. They are treated like any other chapter.
- Cowries spent on chapters, items or tournament entry aren't refunded, except where something goes wrong or we cancel the tournament, in which case we return your entry.
7. Refunds, chargebacks and reversals
If a payment is refunded or reversed (including when you ask your bank to reverse the payment, which is called a chargeback), we remove the Coins it credited. If you've already spent them, your balance may go negative and we may restrict spending and other features until it is cleared. Please contact us before asking your bank to reverse a payment and we will try to sort it out directly, which is usually faster.
8. Closing your account
If you delete your account, or we close it for breaching our Terms, any Coins, Cowries and items on it are lost and are not refunded. If you want to use your Coins before you go, spend them first. If we close your account by mistake, tell us and we will reinstate it.
9. Your legal rights
This policy doesn't take away any right you have under Nigerian consumer law, including the Federal Competition and Consumer Protection Act 2018. If something we sold you is faulty or not as described, you may have a right to a remedy, and we will honour it. If you are not happy with how we've handled your request, you can contact the Federal Competition and Consumer Protection Commission (FCCPC).