Refund Policy

1. Operator Information

Operator: Islet Tech Co., Limited
Registered address: Room 12, 15/F, Core45, 43-45 Tsun Yip Street, Kwun Tong, Hong Kong 999077
Email: help@catrio3.com
Telephone: +852 8024 1569

For refund requests, payment issues, failed purchases, duplicate charges, or billing complaints, please contact us at:

Refund contact: help@catrio3.com

2. What This Policy Covers

This Refund Policy applies to purchases of Coins, the virtual in-game currency used in the Game.

Coins may be purchased with real money through our web checkout or other purchase flows made available by us. Coins may then be used inside the Game to obtain Items, such as revives, extra moves, boosters, and similar gameplay features.

Items are not sold directly for money. Items are obtained only by spending Coins inside the Game.

This Refund Policy does not apply to:

• purchases made through app stores, if the app store’s refund process applies;
• third-party products or services not provided by us;
• payment provider fees, bank fees, exchange-rate differences, or taxes that we do not control, except where applicable law requires otherwise.

3. Nature of Coins and Items

Coins and Items are a limited, personal, non-transferable, revocable licence to use certain features of the Game.

Coins and Items:

• have no monetary value outside the Game;
• are not electronic money or stored value;
• cannot be exchanged for cash;
• cannot be transferred, sold, traded, gifted, or redeemed outside the Game;
• do not give you ownership of any part of the Game.

Refunds, where approved, are made for the original real-money purchase of Coins. We do not provide cash refunds, bank transfers, or other compensation for unused Items, gameplay progress, rewards, bonus Coins, promotional Coins, or free Coins, unless required by applicable law.

4. General Rule

All purchases of Coins are generally final once:

1. the payment provider confirms successful payment; and
2. Coins are credited to your Account.

However, you may be eligible for a refund, correction, re-credit, or other remedy in the circumstances described in this Refund Policy or where required by applicable law.

5. When You May Be Eligible for a Refund

You may request a refund if:

5.1 Coins Were Not Delivered

You paid for Coins, the payment was successfully completed, but the Coins were not credited to your Account within a reasonable time.

In this case, we may either:

• credit the missing Coins to your Account; or
• refund the purchase price.

5.2 Duplicate Charge

You were charged more than once for the same Coin purchase due to a technical error, payment provider error, or checkout error.

In this case, we may refund the duplicate charge or credit the corresponding Coins, depending on the circumstances and your mandatory consumer rights.

5.3 Incorrect Amount Charged

You were charged an amount different from the amount shown at checkout, and the difference was not caused by your bank, card issuer, payment provider, currency conversion, or taxes disclosed before purchase.

5.4 Unauthorised Payment

A purchase was made without your authorisation, and you are not legally responsible for that transaction.

We may require reasonable evidence to investigate the claim, such as the purchase receipt, payment reference, Account email, device details, and relevant correspondence from your bank or payment provider.

5.5 Technical Defect Preventing Use

Due to a technical issue caused by us, you cannot use the purchased Coins, and we are unable to fix the issue or provide a reasonable alternative within a reasonable time.

5.6 Mandatory Consumer Rights

You have a refund, cancellation, withdrawal, correction, price reduction, or other mandatory right under applicable consumer-protection law.

For users located in the Russian Federation, we will comply with mandatory consumer rights that apply to the purchase and use of the Game, Coins, and related services.

6. When Refunds Are Generally Not Available

Unless required by applicable law, refunds are generally not available where:

• Coins were successfully credited and used;
• Coins were spent on Items;
• Items were consumed, activated, or used in gameplay;
• you changed your mind after the Coins were delivered;
• you purchased the wrong Coin package by mistake and the Coins were credited;
• you did not like a level, event, booster, reward, or gameplay outcome;
• you lost a level after using Items;
• you violated the Terms of Service;
• your Account was suspended or terminated for cheating, fraud, payment abuse, or other breach;
• the purchase was made by someone who had access to your device, Account, email, password, or payment method, unless applicable law gives you a refund right;
• the issue was caused by your device, internet connection, operating system, payment method, bank, app store, payment provider, or third-party service outside our control.

We will still review all refund requests and will not deny any refund that is required by applicable law.

7. Used Coins and Consumed Items

If you request a refund for a Coin purchase and some or all of the Coins have already been used, we may:

• deny the refund to the extent permitted by applicable law;
• issue a partial refund;
• remove the corresponding Coins or Items from your Account;
• reverse or adjust gameplay benefits obtained through the refunded Coins;
• suspend purchases while the issue is investigated.

If a refund is issued after Coins have been used, your Account balance may become negative. We may require the negative balance to be corrected before further purchases or certain Game features are made available.

8. Free, Bonus, Promotional, or Event Coins

Free Coins, bonus Coins, promotional Coins, event rewards, compensation Coins, test Coins, or any Coins not purchased with real money are not refundable.

We may modify, expire, remove, or correct free, bonus, promotional, or event Coins according to the rules of the relevant promotion, event, or feature and the Terms of Service.

9. How to Request a Refund

To request a refund, contact us at:

Email: help@catrio3.com

Please include:

• Account email;
• Account ID, if available;
• purchase date;
• Coin package purchased;
• amount paid;
• currency;
• payment provider;
• transaction ID or receipt;
• screenshots of the receipt or error message;
• description of the issue;
• whether the Coins were credited;
• whether any Coins or Items were used.

We may ask for additional information reasonably necessary to verify the purchase and investigate the issue.

Please do not send full payment card numbers, CVV codes, passport data, or unnecessary sensitive personal data.

10. Review Process

After receiving your refund request, we will review:

• whether payment was successfully completed;
• whether Coins were credited;
• whether Coins or Items were used;
• whether there was a technical error;
• whether the payment was duplicated;
• whether the purchase was unauthorised;
• whether applicable law requires a refund or other remedy.

We may consult the payment provider, fraud-prevention provider, hosting provider, or other relevant service provider where necessary to investigate the issue.

11. Response Time

We will acknowledge and process refund requests within a reasonable time.

Where applicable law requires a specific response or refund period, we will comply with that mandatory period. For Russian consumers, where a mandatory 10-day period applies to a valid refund or consumer claim, we will handle the claim within that period.

The time for the refunded amount to appear in your bank, card, wallet, or payment account may depend on your bank, card issuer, payment provider, or payment method and may be outside our control.

12. Refund Method

Approved refunds will normally be issued to the original payment method used for the purchase.

We may use another refund method only where:

• the original payment method is unavailable;
• the payment provider requires another method;
• you and we agree to another method;
• applicable law requires another method.

We are not responsible for delays, fees, exchange-rate differences, or restrictions imposed by your bank, card issuer, payment provider, wallet provider, or other third party, except where applicable law provides otherwise.

13. Currency, Taxes, and Fees

Prices are shown before you confirm a purchase.

Refunds are generally processed in the original transaction currency or as otherwise supported by the payment provider.

The refunded amount may differ from the amount received by you if there are:

• currency conversion differences;
• bank fees;
• card issuer fees;
• payment provider fees;
• taxes or charges not controlled by us.

Where applicable law requires us to refund taxes, fees, or other amounts, we will do so.

14. Chargebacks and Payment Disputes

You may have rights to dispute a payment through your bank, card issuer, payment provider, or applicable financial ombudsman process.

We encourage you to contact us first at help@catrio3.com so we can investigate and try to resolve the issue quickly.

If you initiate a chargeback or payment dispute:

• we may temporarily suspend the related Account or purchase functions while the dispute is investigated;
• we may remove Coins, Items, or benefits related to the disputed purchase;
• we may provide transaction records, Account records, and usage records to the payment provider, bank, or card network;
• if the chargeback is resolved in your favour, the corresponding Coins, Items, or benefits may be removed from your Account;
• if the chargeback is found to be fraudulent, abusive, or inconsistent with authorised use, we may take action under the Terms of Service.

Nothing in this section limits your mandatory legal rights to dispute unauthorised or defective transactions.

15. Minors and Accidental Purchases

If a minor uses the Game, the parent or legal guardian is responsible for supervising the minor’s use of the Game, including purchases, device-level purchase controls, passwords, and payment methods.

We may review refund requests for purchases made by minors or accidental purchases on a case-by-case basis. We may request evidence reasonably necessary to verify the claim.

Where applicable law provides a mandatory refund or cancellation right for a minor’s purchase, we will comply with that law.

16. Account Suspension, Termination, and Refunds

If your Account is suspended or terminated because you breached the Terms of Service, including cheating, exploiting bugs, payment fraud, chargeback abuse, account trading, or unlawful conduct, you may lose access to Coins and Items to the extent permitted by applicable law.

Refunds are generally not provided for Accounts suspended or terminated for cause, unless required by applicable law.

17. Game Changes and Discontinuation

We may update, balance, modify, suspend, or discontinue levels, events, rewards, Coins, Items, gameplay mechanics, or Game features as described in the Terms of Service.

A change to gameplay balance, level difficulty, event availability, or Item effect does not automatically entitle you to a refund, unless required by applicable law.

If we permanently discontinue the Game or a paid feature in a way that materially affects your unused paid Coins, we will handle unused paid Coins in accordance with applicable law and may provide one or more of the following remedies:

• continued access for a transition period;
• replacement value in another feature;
• refund of unused paid Coins;
• another remedy required or permitted by applicable law.

18. Fraud, Abuse, and Investigation

We may deny a refund request or take action under the Terms of Service if we reasonably believe that the request involves:

• fraud;
• false information;
• repeated abuse of refund procedures;
• chargeback abuse;
• use of stolen payment methods;
• account sharing or account trading;
• use of exploits, bots, scripts, or modified clients;
• attempts to obtain both Coins and a refund without legal basis.

We may retain records of refund requests, payment disputes, and fraud investigations as described in our Privacy Policy.

19. Relationship with the Terms of Service

This Refund Policy should be read together with our Terms of Service and Privacy Policy.

If there is a conflict between this Refund Policy and the Terms of Service, this Refund Policy will apply to refund-related issues unless the Terms of Service provide stronger consumer protection.

If there is a conflict between this Refund Policy and mandatory applicable law, the mandatory law will prevail.

20. Changes to This Refund Policy

We may update this Refund Policy from time to time.

If we make material changes, we will notify you by reasonable means, such as within the Game, on our website, at checkout, or by email.

The updated Refund Policy will take effect on the date stated in the updated version. Your continued use of the Game or purchase of Coins after that date means that you accept the updated Refund Policy, unless applicable law requires another form of acceptance.

21. Contact Us

For refund requests, failed purchases, duplicate charges, payment issues, or billing complaints, contact us at:

Operator: Islet Tech Co., Limited
Registered address: Room 12, 15/F, Core45, 43-45 Tsun Yip Street, Kwun Tong, Hong Kong 999077
Email: help@catrio3.com
Telephone: +852 8024 1569

Please include your Account email, transaction ID, purchase receipt, purchase date, amount paid, currency, and a clear description of the issue.