Refund & cancellation policy

Last updated: 6 September 2026

Scope

This policy covers real-money (INR) purchases of Holovate Coin (HVC) packs made through Razorpay checkout inside the city. HVC packs are digital goods delivered instantly to your game account. INR checkout is available only when the in-game INR purchases panel shows it enabled; if it is disabled, no real-money purchase is offered. Do not pay anyone claiming that HVC, CR or a plot requires a card, UPI transfer to an individual or cryptocurrency payment.

Digital goods delivered instantly

HVC is credited automatically as soon as the Holovate server verifies your payment with Razorpay, usually within seconds. Once the HVC has been credited the purchase is complete and, because the product has been delivered and can be used immediately, it is not refundable on the grounds of a change of mind, an unused balance, or dissatisfaction with in-game prices or items. HVC has no cash value and is never converted back into money.

When a refund is given

A payment is refunded in full to the original payment method in these cases, provided the request reaches us within 7 days of the transaction:

• Failed delivery: Razorpay captured your payment but the pack was not credited to your account and could not be credited after reconciliation (see the delivery policy).
• Duplicate charge: you were charged more than once for the same order. The duplicate payment is refunded; the pack is kept.
• Unauthorised transaction: a payment was made from your payment method without your authorisation. Report it to us and to your bank as soon as you discover it; we may suspend the account and reverse the credited HVC while it is investigated.

Where a pack has been credited and the HVC already spent inside the game, a refund can be given only for the unspent part in the duplicate-charge and unauthorised-transaction cases, and the corresponding entitlements may be reversed.

How to request a refund

1. Collect the Razorpay order id (order_…), payment id (pay_…), the amount and the date and time of the payment. They appear in the in-game INR purchases panel and in Razorpay's confirmation SMS or email.
2. Send them, with your account username and a short description, through Profile → Support inside the game or by email to [Support email] (details on the contact page). Never include card numbers, UPI PINs or passwords.
3. We confirm receipt within 2 business days, verify the payment with Razorpay and tell you the outcome.

Processing time

Approved refunds are issued through Razorpay to the original payment method within 5–7 business days of approval. Your bank or card issuer may take additional time to show the amount; Razorpay's refund reference is shared with you on request. Refunds are never paid in cash, to a different account, or as HVC or CR.

Cancellation

An order can be cancelled at any time before payment by closing the Razorpay checkout; unpaid orders expire automatically and nothing is charged. Because delivery is instant, an order cannot be cancelled after the payment is captured and the pack is credited. There are no subscriptions or recurring charges to cancel.

Purchases made with HVC or CR inside the game

The purchase review shows the item and its HVC or CR cost before confirmation. Completed purchases are recorded in your account. Plots and items bought with HVC or CR are not refundable and cannot be resold or transferred to other players; CR is never sold and has no cash value. Report mistaken or failed virtual transactions through Profile → Support with the transaction reference and we will correct genuine errors.

Chargebacks

If you raise a chargeback with your bank for a payment that was delivered as described, we will provide Razorpay and the bank with the order, verification and delivery records. Please contact us first: most issues are resolved faster through support.

Payment protection

The integration is designed to verify payment signatures and captured status on the server. A browser success screen alone must never grant an entitlement. CR has no cash value and is never cashed out.