سياسة الاسترداد والإلغاء

Refund and Cancellation Policy

Version 2026-09-13.1 · Updated 2026-09-13

1. Rule and exception

Subject to mandatory consumer rights and the policies/decisions of Apple, Google or the relevant payment provider, consumed digital purchases are not eligible for discretionary Astknan refunds. A wholly unused package may be considered for a discretionary refund when every coin, bonus, gift, item and promotional entitlement granted by that transaction can be withdrawn. Eligibility is checked against the receipt, delivery, usage ledger and payment channel, not merely the aggregate wallet balance.

2. Consumption and package example

Consumption includes spending coins, sending a gift, transferring value through a permitted feature, purchasing an item or using a package entitlement. Buying replacement coins or receiving another person’s balance does not make the original transaction unused. Example: a 100,000-coin package with 20,000 bonus coins and a promotional gift requires all 120,000 coins and the gift from that transaction to remain unused and recoverable. Any consumption makes that package ineligible for a discretionary refund, without overriding law or store decisions. A free bonus has no separate refundable cash value.

3. Requesting and processing

Send the order identifier, date, account identifier and reason through in-app support or support@astknan.live, without passwords or full card details. Apple purchases use Apple’s refund channels; Google Play purchases use Google’s channels or our support as permitted by processing authority. Do not obtain duplicate compensation for one transaction. Approved refunds revoke the transaction’s entitlements and bonuses; the payment provider returns funds using its available method and determines the bank-processing time. Non-delivery, duplicate charges and unauthorised purchases are investigated under applicable rights and provider rules, not automatically dismissed as consumption.

4. Disputes, earnings and cancellation

Accurate consumption evidence may be provided to the payment provider when needed and with required consent. If the store refunds a consumed purchase, linked entitlements and settlement effects are reviewed using the ledger; the disputed portion of a linked unsettled payout may be held pending verification under the earnings agreement and applicable law. Another person’s balance or earnings are not automatically deducted merely because a report was filed, and legitimate refunds are not penalised. Fraud findings require evidence and can be appealed. Cancelling renewal prevents future renewals under store terms and does not itself refund the current period. Deleting the app or account does not automatically cancel a subscription.