Last Updated: October 23, 2025
Thank you for using Claw Arcade. This policy aims to clearly explain the refund process related to your in-app purchases of virtual currency (hereinafter referred to as "Coins" or "Game Tokens"). Please read this policy carefully before making any purchase.
1. General Principle: Nature of Virtual Goods
Claw Arcade is an online game application providing entertainment experiences. The in-app items purchased by users with real currency, including but not limited to "Coins," "Game Tokens," or "Diamonds," are virtual digital goods. Once a purchase is successfully completed, these virtual goods are delivered immediately to your game account.
Given the immediate delivery, consumable nature, and digital attributes of virtual goods, and considering that you have already acquired ownership and usage rights of the goods at the time of purchase, all in-app purchases are therefore generally considered "final sale" and are generally non-refundable, in accordance with the Apple App Store, Google Play developer terms, and relevant laws and regulations.
2. Non-Refundable Situations
We are unable to process refund requests under the following circumstances:
Voluntary Consumption: You voluntarily and successfully purchased virtual currency and have already used it for gameplay such as the claw machine or coin pusher.
Change of Mind: You changed your mind after the purchase, or the purchase was accidental or mistaken, but the virtual currency has already been credited to your account.
Dissatisfaction with Game Outcome: You are disappointed that you did not successfully win a prize or receive the desired reward after using the virtual currency.
Device Compatibility Issues: You are responsible for ensuring your device is compatible with our application before making a purchase.
Failure to Contact Support First: You requested a refund directly from the app store without first seeking a resolution through our official customer support channels.
3. Potential Refund Exceptions
We understand that special circumstances may exist. If you believe your situation falls under the following extremely limited exceptions, we are willing to assist you in an investigation:
Unauthorized Transaction: There is clear evidence that the purchase was not made by you or someone authorized by you (e.g., account compromised).
Duplicate Charge Due to Technical Failure: A technical fault in the application or payment system caused you to be charged multiple times for the same order.
Goods Not Delivered: You completed the payment, but the corresponding virtual currency was not successfully credited to your game account, and this issue has been confirmed by our verification.
Please Note: Even if the above circumstances seem to apply, a refund request is not guaranteed to be approved. All requests will be reviewed on a case-by-case basis and are subject to verification by us and/or the app store platform.
4. Refund Request Process
If you believe your situation meets the exception criteria above, please follow these steps:
Contact Us First: Please prioritize contacting us via Your game username/ID.
The date and specific time (please include the timezone) of the transaction in question.
The involved app store (Apple App Store or Google Play).
The order receipt or transaction ID (this is crucial).
A detailed description of the issue.
Our customer support team will respond to you within 3-5 business days and guide you on the next steps.
Contact the App Store: Since all payment processes are handled by Apple or Google, we, as developers, cannot directly initiate refunds. If your issue remains unresolved after communicating with us, you can submit a refund request directly to the respective app store.
For Apple App Store Users: You can visit Apple's official refund request page: [https://reportaproblem.apple.com](https://reportaproblem.apple.com) and follow the instructions to submit your request. The final decision rests with Apple.
For Google Play Users: You can visit the Google Play Help Center: [https://support.google.com/googleplay/](https://support.google.com/googleplay/) and look for the option to "Request a refund" or similar. The final decision rests with Google.
5. Our Commitment & Your Responsibility
We are committed to providing a stable and fair gaming environment. All purchase and consumption records of virtual currency are documented on our servers.
As a user, you are responsible for safeguarding your account information and ensuring you fully understand the non-refundable nature of virtual goods before purchasing. Please monitor all purchase activities under your account, especially if minors have access to the device. We recommend enabling "Parental Controls" on the device to prevent accidental purchases.
6. Policy Changes
We reserve the right to update or modify this Refund Policy at any time. Any changes will become effective immediately upon posting the revised version on this page. We recommend that you periodically review this policy to stay informed of updates.
7. Contact Us
If you have any questions about this Refund Policy, please contact us via:
Customer Support Email: [email protected]
Official Website: https://www.clawarcade.online