Refund Policy
This policy explains when and how you can get a refund for Credits and other purchases made for RAN Pinas. It forms part of our Terms of Service.
1. Purchases through our top-up portals
Credits purchased through our official portals (strife.ranpinas.com, havoc.ranpinas.com, fury.ranpinas.com) are digital goods delivered immediately to your game account.
- Credits not received: If you paid but your Credits were not delivered within 24 hours, contact us with your transaction reference and we will either credit your account or issue a full refund.
- Duplicate or mistaken payment: If you were charged twice for the same order, or paid the wrong server or account, contact us within 7 days. We will transfer the Credits to the correct account or refund the duplicate amount.
- Unspent Credits: Credits that have been delivered but not yet spent may be refunded if you request within 14 days of purchase and the account has not violated our Terms.
- Spent Credits: Once Credits have been used to obtain Virtual Items, the purchase is final and non-refundable, except where required by law.
- Banned accounts: Credits and Virtual Items on accounts suspended or banned for violating the Terms are not refundable.
2. Purchases through the Apple App Store or Google Play
If you made an in-app purchase through an app store, the purchase was processed by that store and refunds are handled under its rules. We cannot issue refunds for those transactions directly.
- Apple: go to reportaproblem.apple.com, sign in, and request a refund.
- Google Play: go to Google Play refund help.
If you need help gathering the details for your request, our support team is happy to assist.
3. Virtual Items and game changes
Virtual Items are licensed, not sold, and may be rebalanced, changed, or removed as part of normal game operation. Such changes do not entitle you to a refund. If we permanently shut down a server, we will announce it in advance and, where feasible, provide transfer options or prorated compensation for recently purchased unspent Credits.
4. Your statutory rights
Nothing in this policy limits any rights you have under the Philippine Consumer Act or other consumer protection laws that apply to you, including rights that cannot be waived by contract.
5. How to request a refund
Email [email protected] with the subject "Refund request" and include:
- Your in-game account name and server (Strife, Havoc, or Fury)
- Date and amount of the payment
- Payment method and transaction reference number
- The reason for the request
We will acknowledge your request within 48 hours and resolve it within 10 business days. Approved refunds are returned to the original payment method; processing time depends on your payment provider (typically 3–10 business days).
6. Chargebacks
Please contact us before filing a chargeback or payment dispute. Chargebacks filed without contacting support may result in temporary suspension of the affected account until the dispute is resolved, and the associated Credits may be reversed.
7. Contact
Questions about this policy: [email protected] or via our Support page.