![]() Refunds issued directly by us (if applicable) are processed much quicker. Please do not ask any payment companies or your financial institution for a refund, as they will either not be able to give you one without our company's assistance, or if you initiate a dispute/chargeback, it can take weeks or sometimes months to receive a refund.We have no way to look up a payment with any financial information such as a credit card number. If you do not know the buyer name, buyer email and/or transaction/receipt/order ID number used to make the payment, you may need to contact the payment company who processed your payment(s) for more information and then you can send us the information to investigate.We never receive any financial information such as a credit card number. We have no way to bill you or charge you and can only receive a payment.Only Xsolla (or PayPal), Google Play, Steam, Apple or any of the other payment companies we use receive your payment information, we never receive your payment information.All of our games are free to play and purchasing any game upgrades is completely optional. Please be aware that we cannot initiate transactions from our end we can only receive them.How Artix Entertainment processes and refunds payments If any unauthorized or fraudulent payments are refunded, all associated game accounts will be disabled as per our Refund Policy.We can refund purchases made via Xsolla (or PayPal), Steam and Google Play if eligible.We are sorry, there are certain payment methods we cannot refund on our end as we do not have access to their systems, for example, ioS/Apple purchases.Please make sure to indicate which payment is duplicate. True duplicate payments can be refunded based on our Refund Policy. If you see a duplicate payment, please let us know immediately so we can refund you.We will be happy to help you and are able to refund most unauthorized/fraudulent payments based on our Refund Policy and do make exceptions if it is a severe case, but it is to the sole discretion of Artix Support.If you see an unauthorized, fraudulent or duplicate payment, please let us know immediately so we can investigate.How to resolve an Unauthorized, Fraudulent or Duplicate Payment A duplicate payment is where the same character receives the same upgrade more than once on the same day and time.A fraudulent payment can mean a stranger stole your credit card or it is lost and someone made a payment. ![]() ![]() An unauthorized payment can mean that someone you know has made a payment with your financial information without permission.What is an Unauthorized, Fraudulent or Duplicate payment? ![]()
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