IMPORTANT NOTICE: This Refund Policy ("Policy") forms an integral part of our Terms and Conditions and governs the circumstances under which CLICK SMART DIGITAL PRIVATE LIMITED ("Company," "we," "us," or "our") may issue refunds to users ("User," "Player," or "you") of our gaming platform and services ("Services"). This Policy is designed to ensure transparency, fairness, and compliance with applicable consumer protection laws while maintaining the integrity of our gaming ecosystem.

1. Policy Overview and Scope

• Policy Application: This Policy applies to all monetary transactions, deposits, and payments made on the AABB GAME platform.
• Legal Framework: Our refund procedures comply with applicable Indian consumer protection laws and regulations.
• Transaction Types: This Policy covers real money deposits, bonus purchases, tournament entries, and other paid services.
• Exclusions: Free-to-play games, promotional credits, and courtesy bonuses are not subject to this refund policy.

2. Fundamental Refund Principles

• General Rule: All deposits and payments made on AABB GAME are final and non-refundable, except as specifically outlined in this Policy.
• Used Funds: Once funds have been utilized to participate in games, tournaments, or other paid activities, they become non-refundable.
• Verification Requirement: All refund requests are subject to thorough verification and fraud prevention procedures.
• Processing Method: Approved refunds will be processed to the original payment method used for the transaction within 7-10 business days.
• Currency and Fees: Refunds will be issued in the original currency of transaction, less any applicable processing fees charged by payment providers.

3. Eligible Refund Scenarios

• Technical System Errors:
  • Duplicate charges due to system malfunction
  • Incorrect deposit amounts processed due to technical errors
  • Failed transactions that were incorrectly charged
  • System-wide service disruptions affecting game fairness
• Unauthorized Transactions:
  • Transactions made without user authorization (must be reported within 24 hours)
  • Account compromise resulting in unauthorized deposits
  • Fraudulent use of payment methods
• Service Delivery Failures:
  • Extended service outages preventing gameplay after deposit
  • Game malfunctions affecting fair play during paid tournaments
  • Platform maintenance disrupting paid services without prior notice
• Exceptional Circumstances:
  • Deposits made by individuals under 18 years of age
  • Transactions made by individuals with documented gambling addiction (subject to verification)
  • Medical emergencies preventing platform usage (subject to documentation)

4. Detailed Refund Request Procedure

1. Immediate Notification: Contact our customer support within 24 hours of the transaction or discovery of the issue.
2. Required Information:
   • Transaction reference number and date
   • Payment method and amount involved
   • Detailed description of the issue
   • Supporting documentation or evidence
   • Your account information and contact details
3. Initial Review: Our support team will acknowledge your request within 2 business hours and begin preliminary investigation.
4. Documentation Submission: Submit any requested additional documentation within 48 hours of the request.
5. Investigation Period: Allow 3-5 business days for thorough investigation and review of your request.
6. Decision Communication: You will receive a detailed written response regarding the approval or denial of your refund request.
7. Processing Time: Approved refunds will be processed within 7-10 business days from approval date.

5. Non-Refundable Items and Services

• Utilized Game Credits: Any funds used to participate in games, regardless of outcome, are non-refundable.
• Promotional and Bonus Credits:
  • Welcome bonuses and signup incentives
  • Loyalty program rewards and points
  • Tournament tickets and free entry credits
  • Referral bonuses and commission earnings
• Expired Services:
  • Unused promotional credits past their expiration date
  • Abandoned tournament entries after tournament completion
  • Inactive account balances exceeding our retention policy period
• Wagered Amounts: Any deposits that have been used for wagering, regardless of win or loss outcomes.
• Service Fees: Platform usage fees, payment processing charges, and administrative costs.

6. Chargeback and Dispute Resolution

• Primary Resolution: Users must contact our customer support before initiating chargebacks with their payment providers.
• Chargeback Consequences: Unauthorized chargebacks may result in account suspension and withholding of funds pending dispute resolution.
• Dispute Documentation: We will provide necessary documentation to payment providers and financial institutions for dispute resolution.
• Account Restoration: Accounts suspended due to chargebacks will be restored only after successful resolution of the dispute.

7. Special Circumstances and Management Discretion

• Case-by-Case Review: Situations not explicitly covered by this Policy may be reviewed at management discretion.
• Humanitarian Considerations: We may consider refunds for documented medical emergencies or family crises.
• Legal Compliance: Refunds may be issued to comply with court orders or regulatory requirements.
• Goodwill Gestures: In exceptional cases, we may offer partial refunds or service credits as goodwill gestures.

8. Fraud Prevention and Security Measures

• Identity Verification: All refund requests require verification of user identity and ownership of payment methods.
• Transaction Analysis: We employ advanced fraud detection systems to identify suspicious refund patterns.
• Documentation Requirements: Bank statements, ID verification, and other documents may be required for large refund requests.
• Cooling-off Period: A mandatory waiting period may apply to recent account registrations requesting refunds.

9. Appeals and Escalation Process

• Appeal Rights: Users may appeal refund decisions within 30 days of the original decision.
• Escalation Procedure: Appeals will be reviewed by our senior management team within 7 business days.
• Final Decision: Management decisions on appeals are final and binding.
• External Resolution: Unresolved disputes may be referred to appropriate consumer protection agencies or arbitration.

10. Policy Modifications and Updates

• Amendment Rights: We reserve the right to modify this Policy with 30 days' notice to users.
• Notification Method: Policy changes will be communicated via platform notifications and email.
• Grandfathering: Pending refund requests will be processed under the policy version in effect when the request was submitted.
• Legal Updates: Emergency updates may be implemented to comply with changing legal requirements.

11. Contact Information and Support

• Customer Support: Available 24/7 via live chat, email, and phone support.
• Dedicated Refund Team: Specialized team for handling refund requests and disputes.
• Documentation Submission: Secure upload portal for sensitive documentation.
• Status Tracking: Real-time tracking system for refund request status updates.