Refund Policy

1. General

This Refund Policy explains how purchases and refunds work in the GemuZen mobile game (the "Game"), operated by GemuZen Studio, the trading name of Taleh Sadıqov, an individual developer based in the Republic of Azerbaijan ("we", "us", "our"). It forms part of our Terms of Use and should be read together with them and with our Privacy Policy.

The Game itself is free to download and play. Purchases are optional and are never required to progress.

2. What Can Be Purchased

The only items sold for real money are Coin packs (in-game virtual currency, also referred to as ZenCoins) and bundles that contain Coins together with a stated number of jokers (for example the Starter, Pro and Master packs). All other content, including collectible cards, avatars, themes and Mystic Packs, is obtained inside the Game with Coins or for free (for example through gameplay, daily rewards, collection rewards or optional rewarded advertisements). Jokers can also be earned for free during gameplay.

Mystic Packs cannot be bought with money or with Coins. A purchase of Coins or a bundle grants a limited, personal, non-transferable licence to use in-game features, as described in the Terms of Use. It does not transfer ownership of any content, and Coins have no monetary value outside the Game and cannot be exchanged for cash.

3. Who Processes Your Payment

All purchases are processed exclusively by the app store through which you bought them (for example Google Play Billing or Apple In-App Purchase). The app store handles billing, payment security and the receipt, and in many countries it is also responsible for collecting and remitting the applicable taxes. We do not process payments and we never receive or store your payment card details.

Because of this, the refund rules of your app store always apply to your purchase in addition to this Policy.

4. Refunds on Google Play

Within 48 hours of the purchase: you can request a refund directly from Google. Google's own help pages explain that a request made within 48 hours may be eligible, depending on the details of the purchase. This is usually the fastest route and does not involve us.

More than 48 hours after the purchase: Google directs users to the developer. Contact us at info@gemuzen.com and we will review your request in line with this Policy and applicable law. We can request a refund of an order through the Google Play Console where a refund is appropriate.

Charges you did not authorise: if you find a Google Play charge that was not made by you or by anyone you know, report it to Google as an unauthorised charge. Google asks that such reports are made within 120 days of the transaction.

5. Refunds on the Apple App Store

If the Game becomes available on the Apple App Store, refunds are handled by Apple through its "Report a Problem" process (reportaproblem.apple.com). Apple decides these requests under its own policies; we cannot approve or reject them. You may still contact us and we will help where we can, for example by confirming whether content was delivered.

6. When Purchases Are Final

Coins and jokers are digital content that is delivered to your Game immediately after the app store confirms the transaction, and they are consumed inside the Game. For this reason, and to the extent permitted by applicable law, purchases are final once the content has been delivered.

This means we do not normally refund purchases because you changed your mind, because you spent Coins on items you no longer want, because a feature was rebalanced, because you deleted your data, or because you stopped playing. Your statutory rights described in Sections 7 and 8 are not affected.

7. Consumers in the EU, the EEA and the United Kingdom

If you are a consumer in the European Union, the European Economic Area or the United Kingdom, you normally have a 14-day right of withdrawal for digital content. Before you confirm a purchase of Coins or a bundle, the Game asks you to expressly consent to immediate delivery and to acknowledge that you lose the right of withdrawal once delivery is complete. Once delivery is complete, the right of withdrawal no longer applies, to the extent permitted by law. The purchase confirmation (receipt) is sent to you by your app store.

This does not affect your statutory rights if the digital content is faulty, incomplete or not as described. In those cases, you are entitled to have the problem corrected and, where the law provides, to a price reduction or a refund. See Section 8.

8. Content Not Delivered or Faulty

If you paid for Coins or a bundle and the content was not added to your Game, or the purchase is otherwise faulty:

• first, restart the Game with an internet connection, as delivery can be delayed by a network problem;
• if the content still does not appear, contact info@gemuzen.com with your order number (receipt from Google or Apple), the date and time of the purchase, the product name and the nickname used in the Game.

We aim to reply within 14 days. Where we confirm that paid content was not delivered, we will either credit the content manually or arrange a refund, at your choice where reasonably possible. Where the problem is caused by a defect in the Game, your statutory remedies apply.

9. Purchases by Children and Unauthorised Purchases

You are responsible for the security of your device, your app store account and your payment methods. Please use the purchase-approval settings, password or biometric confirmation and parental controls offered by your app store and device.

If a purchase was made from your device without your permission, including by a child, report it to your app store as soon as possible; app stores have dedicated procedures for unauthorised and accidental purchases. We will cooperate with the app store where our input is required, and we will comply with the mandatory consumer and family protection rules that apply in your country.

10. Effect of a Refund

If a purchase is refunded by us, by Google or by Apple, the corresponding Coins, jokers and anything bought with them may be removed from your balance. If your balance would become negative, features that require Coins may be restricted until the balance is corrected. Where Coins have already been spent on in-game items, we may remove those items instead.

We do not remove more than corresponds to the refunded purchase, and we do not apply these measures where the refund was granted because of our error or because content was not delivered.

11. Refund Abuse and Chargebacks

Repeated refund requests that appear to be abusive, "buy-use-refund" patterns, payment manipulation, or chargebacks made without first contacting us or the app store may result in restriction of online features, refusal of future purchases and, in serious or repeated cases, permanent loss of access to the Game's online features. We take such measures proportionately and you may contest them by writing to us.

12. Prices, Taxes and Promotions

Prices are displayed in the Game and in your app store before you confirm a purchase, in the currency of your app store account, and include applicable taxes where required. Prices may differ between countries and may change over time due to taxes, exchange rates, app store pricing rules or our own pricing decisions.

Promotions, discounts and bonus Coin offers apply only while they are active. A later price reduction or a better offer does not entitle you to a refund or a top-up for an earlier purchase.

13. Deleting Your Data

Deleting your account and data (in Settings → Delete Account & Data or via gemuzen.com/delete-account) permanently removes your progress, Coins and items. This is your choice and, by itself, does not entitle you to a refund of previous purchases, except where applicable law provides otherwise.

14. If the Game Is Discontinued

If we discontinue the Game or its online services, we will act as described in our Terms of Use: wherever reasonably possible we will give at least 30 days' notice, stop selling Coins from the date of the notice and allow you to use your remaining Coins during that period. Except where applicable law requires otherwise, no compensation is due for unused Coins or items. Where the law of your country requires reimbursement of unused paid virtual currency, we will comply with that requirement.

15. Platform Policies and Mandatory Law

All purchases are additionally subject to the billing rules, refund policies and consumer procedures of Google Play, the Apple App Store or any other authorised store. If there is any conflict between this Policy and mandatory platform requirements or mandatory consumer protection law, those requirements and laws prevail. Nothing in this Policy limits or excludes any right you have under the law of your country of residence.

16. Changes to This Policy

We may update this Refund Policy, for example when app store rules or laws change. The updated version is published on this page with a new "Last updated" date, and material changes will be notified as described in our Terms of Use. The Policy in force at the time of your purchase applies to that purchase.

17. Contact

For questions or refund requests, please contact us and include your order number, the purchase date, the product name and your in-game nickname:

GemuZen Studio — the trading name of Taleh Sadıqov, an individual developer
Republic of Azerbaijan
Email: info@gemuzen.com
Website: gemuzen.com

If you need our full postal address for a formal legal request, please write to the email address above and we will provide it.

This Refund Policy is written in English. If it is translated into other languages and there is any conflict between versions, the English version prevails to the extent permitted by applicable law.