Refund Policy

This policy covers items bought in the web version of Neonyx Idle through Stripe, and items bought in the Android app through Google Play. It is part of our Terms of Service, and the Purchases section there explains what you are buying.

What we will refund or fix

• A duplicate charge: you were charged more than once for the same order.
• An erroneous charge: you were charged an amount that is different from the total you were shown before you paid.
• A failed delivery: you paid but the item did not reach your account. We will deliver it, or, if we cannot, refund you.
• Anything the law requires: see Your legal rights.

If one of these applies to you, tell us as soon as you notice it. It makes it much quicker to fix.

What is final

Once an item has been delivered to your account, the sale is final. We do not refund a delivered item because you changed your mind, bought it by mistake, no longer want it, or used it, unless the law gives you a right to a refund (see below). This is because a digital item cannot be returned, and, as explained next, the items can be sold on to other players.

Right to withdraw (EU, UK, and similar countries)

In the European Union, the United Kingdom, and some other countries, consumer law normally lets you withdraw from an online purchase within 14 days without giving a reason. For digital content that is delivered straight away, the law lets the buyer give up that right if they:

• expressly agree to the content being delivered immediately, and
• acknowledge that they lose the right to withdraw once it is delivered, and
• receive a confirmation of this from the seller.

The rules are in the EU Consumer Rights Directive 2011/83/EU (article 16(m), as put into each country’s law) and, in the UK, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (regulation 37).

Our checkout asks for exactly this, and you confirm it before you pay:

“I want my purchase delivered to my account immediately. I understand that once it is delivered I lose my legal right to withdraw from this purchase (the 14-day cooling-off period that applies in some countries, including the EU and the UK).”

We deliver the item straight after your payment is confirmed, and we confirm your agreement to you by email. After that, your right to withdraw from that purchase has ended. If the law of your country says this waiver does not apply to your purchase, then your right to withdraw is unaffected and we will honour it.

Purchases in the Android app are paid through Google Play, which shows its own purchase terms before you pay. We deliver the item to your account straight after Google confirms your payment. Where the law says your right to withdraw is unaffected by that, we will honour it for Android purchases too.

When your account is banned or deleted

• If we ban or close your account because you broke the Terms of Service or the Community Guidelines, you give up any right to a refund for what you bought on that account, and any refund we have not yet paid.
• If you delete your own account, you lose the items you bought and are not refunded for them.

In both cases, any right the law gives you that cannot be waived stays in place (see Your legal rights). Think twice before deleting an account that holds items you paid for.

How to ask for a refund

Email ekchelp@easternkc.com with the subject “Refund request”, from the email address linked to your account. Include:

• your in-game display name;
• the order or receipt reference (from Stripe’s receipt, if you received one; for an Android purchase, the Google Play order number, which starts with GPA. and is in your Google Play receipt email and order history; or the charge on your bank statement), the date, and the amount;
• the item you bought, and why you are asking.

A person reads every request. We aim to reply within a few business days and may ask you for more detail. If we refund you, the money goes back to the payment method you used. How long it takes to show up depends on your bank or card issuer.

Android app purchases (Google Play)

Items bought in the Android app are paid through Google Play, so Google handles the payment and the receipt. The rules above apply to them too: all sales are final once the item is delivered, except for a duplicate or wrong charge, an item that was paid for but not delivered, and anything the law requires.

• Asking us: email us as described below with your Google Play order number. If we refund a Google Play purchase, the money goes back to the payment method used on Google Play.
• Asking Google: Google Play has its own refund options for purchases made through it. Google decides those requests under its own policies, not us.
• If Google refunds or reverses a purchase: Google tells us, and the item is taken back from your account automatically, the same as for any full refund (see below). Anything that cannot be taken back that way, such as a copy you already sold or gave to another player, is reviewed by a person.
• A purchase that did not arrive: the app finishes an unfinished purchase the next time you open it while signed in to the account you bought it on. If it is still missing after that, email us with the order number and we will correct it.

What a refund removes

A person reads every refund request; we do not decide them automatically. Once a purchase has been refunded in full, by us, by Stripe or by Google, or a chargeback has been opened for it, the item it bought is taken back from your account automatically:

• an unused copy is removed, including one you have listed on the in-game Exchange; or
• if you already used it, the effect it gave you is switched off.

A partial refund does not remove anything by itself; a person decides. This matters because players can buy several of the same item and sell the extras to other players on the in-game Exchange for credits. If the item has already been sold, traded or given to another player, a person reviews the account and we may remove the in-game value it produced, such as the credits it earned, so that a refund does not leave you with both the money and the value.

We may also restrict further purchases, or restrict or close accounts, that are involved in refund or chargeback abuse. See the Purchases section of the Terms.

Chargebacks

A chargeback is when you ask your bank or card issuer (or, for an Android purchase, Google) to reverse a payment. Please contact us first: most problems can be fixed faster by email, and a chargeback can freeze the money while it is decided. Opening a chargeback takes the item back automatically, as described above. If the chargeback is later decided in our favour, the item is not returned automatically; a person reviews it. If a chargeback is filed without you contacting support first, we may restrict your purchases or your account until it is resolved. We look at each case individually, using the order record, the delivery record, and what you confirmed at checkout.

If you think a charge was made without your permission, tell us straight away. You may also need to contact your bank at once, and you are free to do so.

Your legal rights

Nothing in this policy limits any right you have under the law that cannot be waived. For example, in the EU and the UK, digital content must be delivered, and must be as described and work properly. If an item is not delivered, or is faulty, consumer law gives you remedies, and this policy does not take them away. The main laws are the EU Digital Content Directive (EU) 2019/770, as put into each country’s law, and, in the UK, the Consumer Rights Act 2015. Similar protections exist in other countries.

Contact

EKC Studios
Eastern KCrew, LLC
ekchelp@easternkc.com
See also Support: billing and refunds.