Refund Policy

All purchases of Virtual Currency and Virtual Goods are considered final and non-refundable, unless stated otherwise at our discretion.

No guarantee of reimbursement is given or implied through the policies outlined in this document. Solid Clouds will at no point provide cash refunds, though we may choose to compensate users with game currency or virtual products at our sole discretion.

Reimbursement for technical issues

We make every effort to create a stable, engaging and enjoyable gaming experience for all players, but occasionally the gaming experience may be interrupted by technical issues.

While we cannot predict or prevent all scenarios that may occur, it remains our top priority to assist players who have been affected by such issues.

If you experience a technical issue while you're playing and have sustained some game losses as a result, you may contact our Support Team at support@solidclouds.com, for assistance. Please provide any available screenshots along with a detailed description of your issue and your request. We will not process player claims without supporting documentation as definitive evidence for these cases. When we receive a request for reimbursement, a Support Team member will review your request, verify the details, and take the appropriate action at the sole discretion of the Support Team and Support Team Supervisor.

The Support Team will investigate each case on a case-by-case basis at its discretion. Any compensation or recompense granted is case-specific and implies no obligatory action in similar cases. No Solid Clouds employee outside of our designated Support Team is authorized to reimburse you or appeal the team’s decisions.

As a rule, reimbursements will not be given by Solid Clouds unless the Support Team is able to verify that the loss occurred due to a game irregularity outside of normal gameplay, primarily as the result of a documented bug or server error. All reimbursement requests must be sent within a week (7 days) from when the loss occurred to be considered for reimbursement. Any requests submitted after such time will not be considered.

Issues that are NOT considered valid for reimbursement include, but are not limited to, the following:

1. Potential or theoretical gain (e.g. items you may have earned from an event). Only assets lost when already in possession of the player are eligible for reimbursement.

2. Any losses attributable to problems with a player's system (i.e. device, Internet connection, etc.) or any system owned by a third party are not eligible for reimbursement.

3. Being banned from the game for violating the In-Game Policies.

4. Timing out as a result of inactivity on your device.

Repeated petitions or emails requesting reimbursements or giving false information in an attempt to receive compensation are not permitted and may result in disciplinary action being taken against your account.