Refund Policy
This policy covers refunds, cancellations, returns and exchanges for everything you can buy in ROR. It applies to purchases from JOYFUL GAMES (SMC-PRIVATE) LIMITED.
The short version. ROR Token bundles are digital goods delivered instantly, so they are not generally refundable once the Tokens are in your account. We will refund them anyway where the purchase failed, where you were charged twice, where a fault on our side cost you the Tokens, or where the law where you live gives you a right to a refund. Ask within 7 days and we will decide within 15 working days.
1. What can be bought in ROR
ROR Token bundles, and nothing else. ROR sells no physical goods and no subscriptions, and sells no tournament entries — entry to every ROR tournament is free. Tokens are delivered immediately and automatically on a successful purchase — see the Delivery Policy.
Cosmetic items bought with Tokens are paid for in Tokens, not in money. Where a refund of a cosmetic item is due, it is made by returning the Tokens to your balance.
2. When we refund
We will refund you in full where:
- The purchase failed — you were charged and the Tokens never arrived.
- You were charged more than once for the same purchase.
- You were charged without authorisation, including a purchase made on your device by a child. Tell us promptly.
- A fault on our side lost or consumed your Tokens.
- The item did not work as described.
- The law where you live gives you a cancellation right that we have not already satisfied.
3. When we do not refund
- Tokens that have already been spent in the app.
- A purchase you regret, where the Tokens were delivered correctly and work as described.
- Accounts closed for breaking the Terms of Service — unused Tokens are forfeited.
- Items unlocked by playing rather than bought. Nothing was paid, so there is nothing to refund.
- Tournament entries, because entry is free and there is no charge to reverse.
- A prize. A cash prize already paid out cannot be returned or exchanged, and a cosmetic prize already awarded cannot be exchanged for Tokens or money.
4. How to ask for a refund
Try the store first — it is usually faster
Google Play and Apple run their own refund processes and can often act immediately. Google Play: Play Store → Profile → Payments & subscriptions → Budget & order history. Apple: reportaproblem.apple.com.
Or write to us
Email [email protected] with your ROR username, the store order ID or receipt, the date, and what went wrong.
We acknowledge within 48 hours
And tell you if we need anything else from you.
We decide within 15 working days
If we approve it, the refund is issued through the store that took the payment, back to your original payment method. Stores typically take a further 3–10 working days to show it, depending on your bank.
5. Time limit
Ask within 7 days of the charge. We will still look at later requests where the delay was not your fault — for example a charge you could not have known about.
6. If you disagree with our decision
Use the complaints process. It escalates to someone who was not involved in the original decision, and we tell you the outcome in writing. Raising a complaint does not affect any legal right you have.
7. Contact
Refunds and billing: [email protected]
Disputes: [email protected]
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]