Refund Policy

This Refund Policy explains the circumstances under which Rookie Gaming Inc. ("Rookie," "we," "us," or "our") may issue refunds for Gold Coin purchases made on the Rookie platform (the "Platform"). This Refund Policy is part of, and subject to, our Terms of Service.

1. General Policy

1.1 Gold Coins Are Virtual Entertainment Products

Gold Coins are virtual social gameplay tokens purchased for entertainment. The purchase of Gold Coins is not a deposit of funds and is not a wager. Gold Coins have no monetary value and cannot be redeemed for cash or prizes.

1.2 Purchases Are Generally Final

All purchases of Gold Coins are final and non-refundable, except in the limited circumstances described in Section 2.

1.3 Sweeps Coins Are Not Purchased

Sweeps Coins are provided free of charge. If a refund is issued for a Gold Coin purchase, any associated bonus Sweeps Coins that have not been used will be removed from your Account.

2. Eligible Refund Circumstances

2.1 Duplicate or Unauthorized Charges

If you are charged more than once for the same purchase, or your payment method is charged without authorization, contact Customer Support within thirty (30) days. We will investigate and issue a full refund for confirmed erroneous charges.

2.2 Technical Errors

If Gold Coins are not credited after successful payment due to our technical error, contact Customer Support. We will either credit the Gold Coins or issue a full refund at your preference.

2.3 Platform Malfunction

If a Platform-wide malfunction causes loss of properly credited Gold Coins, we will use commercially reasonable efforts to restore them. If restoration is not possible, a refund may be considered case by case.

2.4 Minor or Unauthorized User

If a purchase was made by a minor or unauthorized person using your payment method (verified through investigation), the Account will be closed and a refund may be issued less any Gold Coins already used. Associated Sweeps Coins and Prizes will be forfeited.

2.5 Legal Requirement

Where applicable law provides a mandatory refund right or cooling-off period, we will honor it. See Section 4 for jurisdiction-specific provisions.

3. Refund Process

3.1 How to Request

Contact Customer Support at support@rookie.gg or via Live Chat. Include: your full name and Account username/email; date and amount of purchase; transaction reference number; reason for the refund; and any supporting documentation.

3.2 Investigation

We will acknowledge receipt within two (2) business days and complete investigation within ten (10) business days.

3.3 Approved Refunds

Refunds are processed to the original payment method.

Payment Method	Processing Time
Credit/debit card	5–10 business days
Bank transfer	5–15 business days
Cryptocurrency	3–7 business days
E-wallet	3–5 business days

Gold Coins from the refunded purchase will be deducted. Bonus Sweeps Coins will be deducted. Prizes won using those Sweeps Coins may be voided.

3.4 Denied Refunds

If denied, we will provide a written explanation. You may escalate through our complaint process (Section 5).

4. Jurisdiction-Specific Provisions

4.1 Brazil

Under the Código de Defesa do Consumidor (Law No. 8,078/1990), consumers purchasing through electronic means have the right to cancel within seven (7) days from the purchase date ("direito de arrependimento"). Contact Customer Support within 7 days for a full refund. The refund may be adjusted proportionally if Gold Coins have been substantially used.

4.2 Colombia

Under the Estatuto del Consumidor (Law 1480 of 2011), consumers may retract from electronic purchases within five (5) calendar days, provided digital content has not been fully consumed. Contact Customer Support to exercise this right.

4.3 Mexico

Under the Ley Federal de Protección al Consumidor, consumers have the right to a refund for products not meeting advertised specifications. PROFECO provisions apply.

4.4 Peru

Under the Código de Protección y Defensa del Consumidor (Law 29571), consumers have the right to accurate product information. If Gold Coins were not delivered as described, you are entitled to a full refund. INDECOPI provides oversight.

4.5 India

Under the Consumer Protection Act, 2019, and E-Commerce Rules, 2020, consumers have the right to receive products as described. Indian consumers may seek redress through the National Consumer Disputes Redressal Commission or applicable state/district forums.

5. Complaints and Escalation

5.1 Internal Process

1. First escalation: Request review by a senior representative at support@rookie.gg with subject "Refund Escalation."
2. Second escalation: Request review by Compliance at legal@rookie.gg.

We respond to escalations within ten (10) business days.

5.2 External Dispute Resolution

• United States: Dispute resolution per Section 22 of the Terms of Service
• Canada: Provincial consumer protection office
• Brazil: PROCON or consumidor.gov.br
• Mexico: PROFECO
• Colombia: Superintendencia de Industria y Comercio (SIC)
• Peru: INDECOPI
• India: National Consumer Helpline (1800-11-4000) or E-Daakhil portal

6. Chargebacks

6.1 Policy

Filing a chargeback without first contacting us is a violation of our Terms of Service.

6.2 Consequences

If a chargeback is filed: your Account will be immediately suspended; the amount constitutes a debt owed; we will contest the chargeback; you are responsible for any assessed fees; repeated or fraudulent chargebacks may result in permanent Account closure and referral to law enforcement.

6.3 Resolution

We strongly encourage contacting us first. We can typically resolve billing issues faster and without chargeback-associated fees.

7. Contact Information