Refund Policy
This policy covers refunds, cancellations, returns and exchanges for everything you can buy in ROR. It applies to purchases from JOYFUL GAMES (SMC-PRIVATE) LIMITED.
The short version. Coin packs are digital goods delivered instantly, so they are not generally refundable once the coins are in your account. We will refund them anyway where the purchase failed, where you were charged twice, where a fault on our side cost you the coins, or where the law where you live gives you a right to a refund. Ask within 7 days and we will decide within 15 working days.
1. What can be bought in ROR
Coin packs, and nothing else. ROR sells no physical goods and no subscriptions. Coins are delivered immediately and automatically on a successful purchase — see the Delivery Policy.
2. When we refund
We will refund you in full where:
- The purchase failed — you were charged and the coins never arrived.
- You were charged more than once for the same purchase.
- You were charged without authorisation, including a purchase made on your device by a child. Tell us promptly.
- A fault on our side lost or consumed your coins.
- The item did not work as described.
- The law where you live gives you a cancellation right that we have not already satisfied.
3. When we do not refund
- Coins that have already been spent in the app.
- A purchase you regret, where the coins were delivered correctly and work as described.
- Accounts closed for breaking the Terms of Service — unused coins are forfeited.
- Points and rewards. Points are earned, not bought, so there is nothing to refund. A reward already redeemed and delivered cannot be returned or exchanged.
4. How to ask for a refund
Try the store first — it is usually faster
Google Play and Apple run their own refund processes and can often act immediately. Google Play: Play Store → Profile → Payments & subscriptions → Budget & order history. Apple: reportaproblem.apple.com.
Or write to us
Email [email protected] with your ROR username, the store order ID or receipt, the date, and what went wrong.
We acknowledge within 48 hours
And tell you if we need anything else from you.
We decide within 15 working days
If we approve it, the refund is issued through the store that took the payment, back to your original payment method. Stores typically take a further 3–10 working days to show it, depending on your bank.
5. Time limit
Ask within 7 days of the charge. We will still look at later requests where the delay was not your fault — for example a charge you could not have known about.
6. If you disagree with our decision
Use the complaints process. It escalates to someone who was not involved in the original decision, and we tell you the outcome in writing. Raising a complaint does not affect any legal right you have.
7. Contact
Refunds and billing: [email protected]
Disputes: [email protected]
JOYFUL GAMES (SMC-PRIVATE) LIMITED
Incorporated in Pakistan under the Companies Act 2017Email: [email protected]
Support hours: Monday to Saturday, 10:00–18:00 PKT
Registered office address available on request — email [email protected]