Refund Policy

1. The principle

What this means: Digital goods are delivered instantly, so purchases are generally final — but the real problems are listed below, and those we fix.

Everything sold in bugfu.io is a digital good delivered the moment the payment completes: amber lands in your wallet, an item lands in your collection. Because delivery is immediate and the goods cannot be returned, purchases are generally final. This page lists the cases where we refund anyway, because they are genuine problems and not buyer's remorse — and it tells you honestly what a refund does to your wallet.

2. What we will refund

What this means: Double charges, purchases that never arrived, unauthorized payments, and anything your local law entitles you to.

• Duplicate or erroneous charges — you were charged twice, or charged the wrong amount, for one purchase.
• Non-delivery — the payment completed and the amber or item never arrived, and we cannot make it arrive.
• Unauthorized purchases — a payment you did not make, reported promptly. We work with the payment provider on these; securing the account comes first.
• Anything your local consumer law entitles you to — statutory rights are not limited by this policy.

If you are in a jurisdiction with a withdrawal right for online purchases (such as the EU/UK 14-day right), be aware it lapses for digital content once delivery has begun with your consent — which is what happens the moment a purchase completes.

3. What we do not refund

What this means: Spent amber, remorse, balance changes, and moderation consequences.

• Amber you have already spent, and items already delivered, absent one of the cases above.
• Changed your mind, accidental purchases you nonetheless used, or dissatisfaction with how a fight went.
• Game balance changes: bugs, items, and matchups are tuned continuously (Terms §2).
• Consequences of enforcement: moderation prefers restrictions over confiscation precisely so your purchases survive it (Terms §9).

4. Subscriptions

What this means: Cancel any time in the app; it runs to the end of what you paid for. No partial-month refunds.

A subscription can be cancelled any time from your wallet page, in one click, with no one to talk to. Cancelling stops the next charge; the subscription keeps working until the end of the period you already paid for, and no partial-period refund is made. If a renewal charge was a genuine mistake and you tell us promptly before using the renewed period, we treat it as an erroneous charge under section 2.

5. What a refund actually does

What this means: The money goes back the way it came. The amber it bought is taken back in proportion — and if you already spent it, your balance can go negative.

Refunds always travel back on the payment method that paid, through the payment provider — we never refund to a different card or account. Our records update only when the provider confirms the money actually moved, so a refund can take a few days to show everywhere.

When money comes back to you, the amber that money bought is removed from your wallet in proportion to the amount refunded. If you already spent it, the removal can push your balance below zero — spent amber is a debt against the wallet, not a write-off — and the wallet earns or buys its way back to positive before anything else can be spent. Partial refunds claw back partially.

6. How to ask

What this means: Email us with the order. Orders live on your wallet page.

Write to support@bugfu.io from your account's email address, with the purchase date and what you bought — your order history is on your wallet page in the app. Tell us which case in section 2 applies. We answer within 14 days, and usually much faster.

7. Chargebacks

What this means: Ask us before your bank. A chargeback takes back what it paid for.

If you dispute a charge with your bank or payment provider instead of writing to us, the provider's process governs, and when the money is taken back the amber and items it paid for are revoked exactly as in section 5. Repeated chargebacks on genuine purchases may restrict the account's ability to buy. A real problem brought to us first is almost always faster than a dispute.