Help & contact
Last updated: 6 September 2026
Contact details
Items in brackets are completed by the operator before live sales begin.
- Operator
- [Legal entity name — confirm]
- Support email
- [Support email]
- Support phone
- [Support phone], [Support hours, e.g. Monday–Friday 10:00–18:00 IST]
- Postal address
- [Registered address]
- Website
- https://holovate.online/
Response times
- Support requests (account, purchases, privacy): acknowledged within 2 business days; most are resolved within 7 business days.
- Payment and refund requests: acknowledged within 2 business days; approved refunds reach the original payment method within 5–7 business days (see the refund & cancellation policy).
- Grievances: acknowledged within 24 hours and resolved within 15 days of receipt.
Account support
For account access, virtual purchases or privacy requests, open the city, sign in and use the city directory to find the City Hall Helpdesk. Walk up to the desk and interact. Include a brief description and a transaction reference where relevant. Never include passwords, payment PINs, private keys or recovery phrases.
If you cannot sign in, retain your account details and contact your platform administrator through your existing trusted channel. Automated email recovery is not yet configured.
Payment and refund requests
For a Holovate Coin pack that was paid for but not credited, a duplicate charge or an unauthorised payment, send the Razorpay order id (order_…), payment id (pay_…), amount, date and your username through Profile → Support or to the support email above. See the delivery policy and the refund & cancellation policy for what is covered. INR checkout is offered only when the in-game INR purchases panel shows it enabled; nobody is authorised to collect money for HVC, CR or plots by any other means.
Grievance officer
Under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 you can escalate any complaint about content, accounts, data or payments to our grievance officer:
- Name
- [Grievance officer name]
- [Grievance officer email]
- Address
- [Registered address]
Grievances are acknowledged within 24 hours and resolved within 15 days of receipt.