Payment Policy
1. General terms
1.1. This Payment Policy (the “Policy”) describes payment procedure for Inn.games Service and on-line game projects published on Inn.games Service.
All payment methods used on Inn.games Service are user-friendly, efficient, and completely secure. Once the User makes a payment through any payment method to User’s Individual Account, such Users shall be able to get paid Fee-Based Services in game projects published on Inn.games Service. There are no direct payments into inGame shops bypassing the User’s Individual Account.
1.2. Fee-Based Services are provided in exchange of payments made by the User. All Fee-Based Services, including inGame items, Premium Account Service etc., are the Game Services by their nature. They are not delivered on physical carriers or in any material form. The only way how they can be provided is their provision within Game Process.
General system and technical requirements applicable to the Services are relevant for the Fee-Based Services as well. System and technical requirements for the User’s PC are published in the separate document in “Legal information” on Inn.games Service at eu.4game.com. If the User’s PC doesn’t meet these requirements please do not order or “purchase” Fee-Based Services. The Fee-Based Services are not subject to refund in case of such inconformity.
Innova reserves the rights to:
Change the Services, Fee-Based Services, technical requirements for the User’s PC;
Change fees, prices, payment methods and procedures;
Change this Policy.
Change of prices of Fee-Based Services does not mean that the User who has already paid for the Fee-Based Services is obliged to pay any difference in case when the price increases and is not entitled to claim any refunds in case when the price decreases.
1.3. The User can find the information about Fee-Based Services in this document, on Inn.games Service available at eu.4game.com and on correspondent Game webpages on Inn.games Service or into the inGames shops. All the prices are indicated into inGame shops or Game webpage on Inn.games Service and available before purchase.
The indicated price for the same offer into inGame shops and on Inn.games Service is the same for all Users. The User is responsible for all fees in respect of the Internet connection, User’s computer and related communication equipment.
1.4. The contact details of Innova are in Section 5 thereof. Should the User have any questions, please contact Innova’s support team as provided hereto below.
2. How to top up Individual Account and pay for Fee-based Services
2.1. In order to get Fee-Based Service the User need to top up User’s Individual Account.
2.2. The list of payment methods (payment systems, payment agents), which could be used for payments, are described on Inn.games Service at: http://eu.4game.com.
2.3. Individual Account can be topped up in Euro only. All prices are defined and indicated in Euro. If the User pays in User’s local currency, then the currency exchange shall be carried out by the payment system (payment agent) under the payment system (payment agent’s) rates and the User’s Individual Account is topped up in Euro. Additional currency exchange fees can be imposed on the User by the payment system. The User is strongly advised to check such exchange rates and fees before payment.
2.4. In course of Game Process and by means of Game interface the User may pay for Fee-Based Services as follows (depends on a particular game project): inGame items, packs, features, Premium Account Services, Pre-Orders Packs Game access and others if any.
Usually Premium Account Services are available on Individual Account when the User is logged-in.
If there are no enough money on User’s Individual Account, such User is not entitled to get the Service in part. Payment by installments or in arrears is not permitted.
2.5. The User shall be liable for monitoring User’s Individual Account, availability of amounts for getting Fee-Based Services, fees and charges.
3. Fee-based Services
3.1. The following types of Fee-Based Services may be available:
3.1.1. Premium Account Service (PA) which gives the User additional inGame features (such as higher rates). Premium Account Service activates automatically when the User clicks on the button “Buy” (or similar button that depends on a particular interface) while the User is logged in. If the User pays for two or more Premium Accounts they are activated on the same way, and their periods shall be added to each other automatically.
Premium Account Service are provided on a daily basis (1-day PA, 7-days PA etc. depends of particular Game), or monthly basis (1-month PA, 2 months PA etc.). 1 month is equal to 30 days regardless of calendar month duration.
3.1.2. Other Fee-Based Services such as particular inGame items, inGame packs (a set/package/box of inGame items). They are fully provided at the moment of purchase by clicking the button “Buy” (or similar button that depends on a particular game interface). Innova uses the best efforts to keep components of the pack as they were described at the moment of purchase. However, the items in the packs can be substituted by the similar items (in terms of the item purpose, game qualities, other criteria) because of the Game updates. Every particular item in the pack is always a component (part) of this pack and the User may not buy this particular inGame item from the pack separately (except the cases the same item is available in the inGame shop independently, not as a part of a pack).
3.1.3. Pre-Orders Packs (Pre-Orders) with a set of rights and services related to the Game and available for a purchase before the Game public release. Pre-Orders are usually submitted in a form of packs with the mix of the following elements: Game test access, and/or early access; and/or Game items, and/or release access (applicable for the Game with a fee-based access). Every particular item in the pack is always a component (part) of this pack and the User may not buy this particular component from the pack separately (except the cases the same component is available in the inGame shop independently, not as a part of a pack). Please read Pre-Orders Terms and Conditions before the Pre-Orders purchase.
3.2. Under normal technical circumstances, the moment of Fee-Based Services provision to the User is the moment of the payment debiting from the User’s Individual Account. However, the Interment connection or some other technical difficulties may cause a lag in their provision. The User is advised to contact Innova’s support team when the lag lasts for more than 30 minutes.
3.3. Duration of usage of Fee-Based Services starts, continues and ends regardless the User’s presence in the Game or logging in, unless otherwise definitely indicated in the description. The reason for User’s absence in the Game may not be a ground for the prolongation of the duration or a refund.
3.3. The User acknowledges and consents with these terms for start of provision of Services and item substitution provisions.
4. Refunds
4.1. In case of withdrawal from a relevant Game User and License Agreement (the “agreement”) and termination of the agreement by the User within 14 days from enter into a relevant game agreement the User is entitled to get a refund for Premium Account Services according to the following provisions:
4.1.1. The full price of the Premium account(s) bought is subject to a refund, except the cases states in the Policy (Article 4.3. of the Policy).
4.1.2. No refund for the Premium account, if the term of Premium account is expired up to the moment of withdrawal / termination of the Agreement.
4.1.3. A User may claim for the refund of funds paid for the Pre-Orders in the following cases:
Innova calls of the Game release; or
within 14 calendar days after the Pre-Order purchase, or
within 14 calendar days after the first log-in any Game version first available to the User under the Pre-Order, provided that the User did not spend in the Game more than 2 hours per all this period in total.
The User hereby understand and agrees that no refunds for other Fee-Based Services (item, packs), except Premium Account Services and Pre-Orders as prescribed above, shall be made.
4.2. Under the relevant game agreement, the User is entitled to terminate the agreement at any time within or after 14 days from enter into the agreement. If the User terminates the agreement after 14 days from enter into the agreement the User is not entitled to get any refunds.
In exceptional cases Innova may refund the User upon the User’s well-grounded request.
4.3. Notwithstanding the other provisions of the Policy, there are no refunds:
for bonuses, gifts, awards, prizes, promotional adding to Individual Account, compensations, including bonuses as a result of gift codes activation if case the gift code was obtained from another User;
for inGame items; fully provided Fee-based Services;
in case where Innova terminates the relevant agreement on the grounds of a breach of such agreement by the User; if the Game account or Individual Account is banned at any stage of the Game testing due to the violation of the Game rules or relevant agreement, including when it is impossible to access the Game due to Game account ban on the previous stage of the Game testing;
for any services (items, keys, Pre-Orders, codes etc.) got from any third party not authorized as applicable payment methods (payment systems, payment agents) on Inn.games Service; for any services (items, keys, Pre-Orders, codes etc.) got from any third party as a gift or otherwise acquired free of charge;
for any services in case of its lost or deletion for any reason, including the components of the Pre-Orders;
for Pre-Orders, if the User does not log into the Game or does not redeem the Pre-Order and/or its separate components by available means;
for Pre-Orders, when the Pre-Order is already redeemed on other Individual Account or the key to Pre-Orders is already redeemed within its validity period;
for Pre-Orders, if Innova postpones the Game testing stage or Game release; because of the technical interruptions or downtime in Game testing stages; in case of technical maintenance after the Game releases provided in the relevant agreement or because if the reason outside of Innova control;
if the period for the refund claim is expired.
4.4. Refunds procedure:
Refunds shall be made upon the User’s request after termination of a relevant agreement. The most preferable way to send such request is by a support ticket.
If the User sends the request by other means (e-mail, post service) the User shall identify himself or herself and provide registration data or other information upon Innova inquiry.
Refunds shall be made to the User’s Individual Account within 14 days from the day of User’s request receiving. If the relevant agreement is not terminated or there are no grounds for refunds Innova is entitled to deny a refund.
The refund is made to the User Individual Account, used for the disputed purchase. In no case, the amount of refund will exceed the funds actually spent by the User for the purchase.
4.5. Refunds from Individual Account.
Unspent balance from Individual Account is subject to refund at any time upon termination of all agreement made in respect of Innova’s game projects and Inn.games Service, including Inn.games Terms of Use. If the User has more than one effective agreement with Innova, the User shall terminate all such agreements as per provisions of the agreements.
Refunds shall be made upon User’s request as described above.
Refunds shall be made within 14 days from the day of receiving of User’s request and can be made by the same payment system (payment method) as the User used. If the payments system doesn’t provide refund option, Innova is entitled to refund by another payment method agreed with the User. If the User made a purchase of the Pre-Order via the payment kiosk (if applicable), mobile phone or other means with Push-protocol, a refund shall be made only to User’s Individual Account used for the Pre-Order purchase.
When claiming a refund, the User is required to identify him/herself and take the following steps:
• the application for termination of Inn.games Terms of Use and all agreements made in respect of game projects has to be sent from the e-mail address that was specified during registration;
• in accordance with Innova’s instructions the written application for termination mentioned in the previous paragraph has to be signed by the User and sent to Innova (by mail); necessary documents (including a copy of the User’s ID) shall be attached to the application and the necessary data (including the User’s login and password) shall be specified in the application;
• the fact of the payment has to be proved in documentary form: the document shall be attached to the application.
Upon Innova’s reasonable request the User has provide other documents necessary for the refund.
Please be aware that the refund request may be postponed or refused in cases when some third party claims in respect of the amounts on the User’s Individual Account (e.g. chargeback from payment system) are submitted to Innova or necessary documents and data required for refunds are not provided by the User.
4.6. For avoidance of fraud in cases of payments, including but not limited to, payments with bank cards or other payment means and for investigation of these cases, all payments shall be verified by Innova. In such case, the User at Innova’s request shall provide a copy of User’s ID, payment documenting and a copy of User’s bank card on both sides (the card number shall be closed, except for the last 4 digits). In case of failure by the User to provide such documents (by fax or via e-mail as soft copies) within 3 days upon the request date or in case of any doubts as to their authenticity, Innova shall be entitled to suspend the provision of Services to the User.
4.7. Upon receipt of the User’s application for termination of Inn.games Terms of Use the User’s account shall be blocked.
Upon receipt of the User’s withdrawal/termination application (notice) regarding any game the User’s Individual Account shall be blocked, unless the User has entered into any other agreements with Innova. If the User has other agreements with Innova, the Individual Account remains available for the User; however, the User’s game account related to the agreement to be terminated shall be blocked.
4.8. Refunds for the purchase without Individual Account
In case the Pre-Order purchase is made without creation of Individual Account, the refund shall be made to the payment means used for the purchase. When the payment mean does not support the refund option (for example, when the bank card is expired), or the refund commission of the payment mean exceeds 20% of the refund amount, Innova and the User will agree on a different refund means.
5. Contact details
Address:
Innova Co. SARL. 16 RUE ERASME, L-1468 Luxembourg Email: innova@inn.eu
The User also may create a support ticket to get necessary information about Fee-Based Services as described in the relevant agreement or via support service at: support.eu.4game.com. Support ticket is the most sufficient way to get the information that the User needs.