These refund rules come from the User Agreement ("Terms" page, section 6).
When we refund the money or credit the AZ Coins
- AZ Coins were not credited because of a technical error. Tell us within 14 days of the payment date and we will credit the AZ Coins manually or refund the payment.
- The payment was made by mistake or unintentionally, including by a minor without parental consent. We refund it at the request of the owner of the payment method, provided the AZ Coins from that payment have not been spent.
- Other cases where a refund is required by law.
When a refund is not possible
- The AZ Coins have already been spent on in-game items and services: their cost is not refunded, except where required by law.
- AZ Coins cannot be exchanged for money or moved to another account, including through a refund.
- Access to the account was restricted for breaking the rules: the cost of AZ Coins is not refunded.
Where the money goes
Only back to the payment method the payment was made with. When a payment is refunded, the AZ Coins from it are deducted from the account balance.
If your bank disputes the payment
The AZ Coins from that payment are deducted as well. Please contact us first: that is the faster way to resolve it.
How to request a refund is explained in the thread "How to request a refund".
When we refund the money or credit the AZ Coins
- AZ Coins were not credited because of a technical error. Tell us within 14 days of the payment date and we will credit the AZ Coins manually or refund the payment.
- The payment was made by mistake or unintentionally, including by a minor without parental consent. We refund it at the request of the owner of the payment method, provided the AZ Coins from that payment have not been spent.
- Other cases where a refund is required by law.
When a refund is not possible
- The AZ Coins have already been spent on in-game items and services: their cost is not refunded, except where required by law.
- AZ Coins cannot be exchanged for money or moved to another account, including through a refund.
- Access to the account was restricted for breaking the rules: the cost of AZ Coins is not refunded.
Where the money goes
Only back to the payment method the payment was made with. When a payment is refunded, the AZ Coins from it are deducted from the account balance.
If your bank disputes the payment
The AZ Coins from that payment are deducted as well. Please contact us first: that is the faster way to resolve it.
How to request a refund is explained in the thread "How to request a refund".