REFUND & CANCELLATION POLICY

Gems Arcadia sells coin packs. A coin pack is a bundle of digital arcade play credits ("coins") that you insert into games on Gems Arcadia to play them. Coins are a digital service delivered to your Gems Arcadia wallet. Nothing is shipped, and there are no delivery charges.

Some packs include bonus coins on top of the coins you pay for. The Token Booth on your Wallet page shows how many coins each pack delivers, including any bonus, before you pay.

Coins, Prize Tickets and prizes from the daily wheel have no cash value. They can't be withdrawn, sold, transferred or exchanged for money, and Prize Tickets can't be exchanged for coins. Gems Arcadia is an arcade of games of skill for entertainment: you can't bet on outcomes and you can't win money.

Coin packs are one-off purchases. There are no subscriptions, recurring charges or automatic top-ups, so there is nothing to cancel after you've paid.

Payment is handled by Paystack on its secure checkout page. We never see or store your card details.

1. You pick a coin pack in the Token Booth on your Wallet page and choose to pay with Paystack.
2. You pay on Paystack's checkout page.
3. As soon as Paystack confirms the payment was successful, we add the pack's coins, including any bonus coins, to your wallet. This usually happens within seconds, either when you return to your Wallet page or when Paystack notifies us, whichever comes first.
4. We email you a receipt with your order number, the pack, the amount charged and your new coin balance. The purchase also appears in your wallet history.

Coins are only added once Paystack confirms the payment. If the payment fails, is cancelled or is declined, no coins are added and you are not charged.

If your coins don't arrive

• Reload your Wallet page. Paystack sometimes takes a few minutes to confirm a payment, for example with bank transfers.
• If your coins still haven't arrived an hour after you paid, contact us (see "How to ask for a refund or help") with the email address you sign in with, the date and amount of the payment, and the Paystack reference from your Paystack receipt or bank statement.
• We'll check the payment with Paystack. If it went through, we add the coins to your wallet. If we can't deliver them, we refund the payment in full.

You can ask for a full refund of a coin pack within 7 days of its coins being delivered to your wallet, as long as all of that pack's coins are still unspent. You don't need to give a reason.

• A pack's coins count as unspent if your wallet balance has stayed at or above the number of coins that pack delivered, including its bonus coins, at all times since it was delivered. We check this against your wallet history.
• When we refund a pack, we remove all the coins it delivered, including its bonus coins, from your wallet and refund the full price you paid for that pack.
• If you ask us to refund more than one pack, your balance must have stayed at or above the combined coins of those packs since the earliest of them was delivered.
• We can't refund part of a pack. If some of a pack's coins have been spent, that pack can't be refunded under this section, but your other rights below (and under the law) still apply.

After the 7-day window, we only refund coin packs where this policy or the law requires it, for example for duplicate or unauthorised charges, or where coins couldn't be delivered.

• Coins you've already spent. Inserting a coin starts a play, so the service has been delivered.
• Free coins: the starter coins for new players, coins won on the daily prize wheel, coins awarded for achievements or challenges, and any coins we grant as a promotion or goodwill gesture. These were never paid for, so there's nothing to refund.
• Bonus coins on their own. Bonus coins are part of the pack they came with. They're removed when that pack is refunded, but they're never refunded or exchanged separately.
• Prize Tickets and anything from the Prize Counter. Prize Tickets are earned through play, are never sold and have no cash value.
• XP, levels, achievements, cosmetics and other rewards.

If a game fails to start or breaks during a play because of a fault on our side, tell us. Where we can confirm the fault, we'll put the coins you inserted back into your wallet.

• Duplicate charges: if you were charged more than once for what you meant to be a single purchase, we refund every extra charge in full. We remove the coins those extra charges delivered. If some of them have already been spent, we refund the extra charges less the value of the spent coins. Each coin is valued at the pack price divided by all the coins the pack delivered, including bonus coins.
• Failed payments: if Paystack reports a payment as failed, no coins are added. If money still left your account, it is usually a temporary hold that your bank releases on its own. If it hasn't been released after 7 days, contact us and we'll check with Paystack and refund any amount that we actually received.
• Incorrect amounts: we only add coins when the amount Paystack confirms matches the price shown for the pack. If it doesn't match, no coins are added and we refund the payment in full.

These refunds aren't limited to the 7-day window, but please tell us as soon as you notice the problem.

Section 44 of the Electronic Communications and Transactions Act, 2002 gives consumers a right to cancel many online purchases within 7 days without a reason or penalty. Section 42(2) excludes some transactions, including services that begin, with your consent, before the cooling-off period ends.

Coins are delivered to your wallet the moment your payment is confirmed. Each coin you insert into a game starts a play straight away, so the service is supplied and used up immediately, at your request. Coins that you have spent can't be returned.

Whether or not the statutory exclusion applies, we honour a 7-day cooling-off period for every coin pack: you can cancel a purchase and get a full refund within 7 days of delivery, as long as the pack's coins are unspent (see "Refunds for unspent coins"). If you cancel, we refund you within 30 days of receiving your request, as section 44 requires, and usually much sooner.

Nothing in this policy limits any right you have under the Electronic Communications and Transactions Act or the Consumer Protection Act, 2008.

If your card or account was used to buy coins without your permission, contact us and your bank straight away. Where a payment was unauthorised, we refund it in full, as section 46 of the Electronic Communications and Transactions Act requires, and remove any coins it delivered that are still unspent.

Email us at the support email address on our Contact page, or use the details on our Contact page (https://gemsarcadia.com/contact). Please include:

• The email address you sign in to Gems Arcadia with.
• The date and amount of the payment, and the order number from your receipt email or the Paystack reference.
• What went wrong, or that you want to cancel the purchase.

We reply within 5 working days to confirm whether the refund is approved. We may ask you to confirm that you own the account. We don't remove any coins until the refund is approved, and we tell you before we do.

If you're unhappy with how we handled your request, reply to our email and ask for it to be reviewed. This doesn't affect your right to complain to the National Consumer Commission or an accredited ombud.

• We refund through Paystack to the card or account you paid with. We can't refund in cash, as coins, to a different card or account, or to anyone else.
• Once we've issued a refund, Paystack says it usually takes 3 to 10 working days to reach you. Your bank may take longer to show it.
• Card payments can only be refunded through Paystack within one year of the payment.
• We refund the full amount you paid for the refunded pack. We don't deduct payment processing fees.

Coin pack prices are set in US dollars and converted into the checkout currency, which is South African rand (ZAR). The Token Booth shows the price in the checkout currency before you pay, and that is exactly the amount Paystack charges.

Refunds are made in the same currency and for the same amount you were charged. If your bank converted the payment into another currency, it may convert the refund at a different rate and charge its own fees. We have no control over this.

If something is wrong with a payment, please contact us first. We can usually fix it faster than a chargeback through your bank.

• If you dispute a payment with your bank, Paystack tells us. We respond with the purchase record: the order, the payment confirmation from Paystack and your wallet history showing when the coins were delivered and spent.
• If the chargeback is decided in your favour, we remove the coins that purchase delivered from your wallet, up to your current balance.
• Raising a chargeback in good faith never limits your rights under this policy or the law.

We may update this policy, for example when we change how payments work. The date at the top shows when it last changed. The policy that applied when you paid is the one that applies to that purchase, unless a later version is better for you.