Complaints and Disputes
- What happens, and when
- What to include
- Payment complaints
- If we cannot resolve it
- Safety reports
- Our records
If something has gone wrong, we would rather hear it than not. This page sets out exactly what happens when you complain, and how long each step takes.
Complaints and billing disputes
Email: [email protected]Postal address: available on request — ask by email and we will provide it
1. What happens, and when
We acknowledge — within 48 hours
You get a written acknowledgement with a reference number. Quote it in anything you send us afterwards.
We investigate
Handled by someone who was not involved in what you are complaining about. We may come back to you for more detail; if we do, we tell you what we need and why.
We give you a decision — within 15 working days
In writing, with our reasons and what we will do about it. If a case is genuinely complex and we need longer, we tell you before the deadline, explain why, and give you a new date.
You can escalate
If you are not satisfied, reply and ask for escalation. A senior member of the team who has not seen your case reviews it and responds within a further 15 working days. That is our final response.
2. What to include
- Your ROR username or player ID.
- What happened, and when.
- For a billing complaint: the store order ID or receipt, the amount and the date.
- What you would like us to do about it.
3. Complaints about a payment
If your complaint is about a charge, you can also raise it directly with whoever took the payment. Purchases made in the app are processed by Google Play or the App Store, and both operate their own refund and dispute processes which are often faster than ours. Using them does not stop you also complaining to us.
At present all payments in ROR are taken by Google Play and the App Store, and their own refund and dispute processes apply alongside ours. If we add a payment provider that processes payments directly, this page will name that provider and publish its own complaint channel here before any such payment is taken.
4. If we cannot resolve it
Nothing on this page limits your legal rights. If our final response does not resolve matters, you may take the complaint to the relevant consumer protection forum for your province in Pakistan, or to the appropriate authority where you live. Where a complaint concerns a payment handled by a bank or payment institution regulated by the State Bank of Pakistan, that institution's own complaint process and the SBP's public complaint channel remain open to you.
5. This is not the route for safety reports
To report a user, a message or a post, use the report page or report inside the app — those go to the safety team and are reviewed within 24 hours. Child safety concerns go to [email protected] and are escalated immediately.
6. Our records
We keep a record of every complaint, what we decided and why. Those records are covered by the Privacy Policy.
JOYFUL GAMES (SMC-PRIVATE) LIMITED
Incorporated in Pakistan under the Companies Act 2017Email: [email protected]
Support hours: Monday to Saturday, 10:00–18:00 PKT
Registered office address available on request — email [email protected]