REFUND AND CANCELLATION POLICY
LIFE LINE WELLNESS SRL STORE REFUND AND CANCELLATION POLICY
1. General terms
1.1. This Policy describes payment procedure for game.com and related on-line game projects operated by LIFE LINE WELLNESS SRL.
Fee-Based Services are provided by LIFE LINE WELLNESS SRL in exchange of payments made by the User.
All available payment methods are user-friendly, efficient, and completely secure. Once the User makes a payment through any payment method to his or her game account, he or she shall be able to get Fee-Based Services in LIFE LINE WELLNESS SRL’s game projects. There are no direct payments into inGame shops bypassing the User’s game account.
1.2. All Fee-Based Services, including inGame items, Premium Account Service etc., are the Game Services by their nature. They are not delivered on physical carriers or in any material form. The only way how they can be provided is their provision within Game Process.
General system and technical requirements applicable to the Services are relevant for the Fee-Based Services as well. System and technical requirements for the User’s PC are published in the separate document in “Legal information” on game.com. If the User’s PC doesn’t meet these requirements please do not order or “purchase” Fee-Based Services. The Fee-Based Services are not subject to refund in case of such inconformity.
LIFE LINE WELLNESS SRL reserves the rights to:
Change the Services, technical requirements for the User’s PC;
Change fees, prices, payment methods and procedures;
Change this Policy.
Change of prices of Fee-Based Services does not mean that the User that has already paid for the Fee-Based Service is obliged to pay any difference in case where the price increases and is not entitled to claim any refunds in case where the price decreases.
1.3. The User can find the information on Fee-Based Services in this document, on LIFE LINE WELLNESS SRL’s site eu.game.com and Game webpages on it, in inGames shops. The price is indicated in inGame shop or Game webpage on eu.game.com and available before purchase.
The indicated price for the same offer in inGame shops and on eu.game.com is the same for all Users. The User is responsible for all fees in respect of the Internet connection, his or her computer and related communication equipment
1.4. The contact details of LIFE LINE WELLNESS SRL are in Section 5 thereof. Should the User have any questions, he or she may contact LIFE LINE WELLNESS SRL’s support team.
2. How to top up game account and pay for fee-based services
2.1. In order to get Fee-Based Service the User need to top up his or her game account.
2.2. The list of payment methods (payment systems, payment agents) that may be used by the User for payments are described at: http://l2lionna.com/store.php
2.3. game account can be topped up in Euro only. All prices are defined and indicated in Euro. If the User pays in his or her local currency, then the currency exchange shall be carried out by the payment system (payment agent) under the payment system (payment agent’s) rates and the User’s game account is topped up in Euro. Additional currency exchange fees can be imposed on the User by the payment system. The User is strongly advised to check such exchange rates and fees before payment.
2.4. In course of game process and by means of game interface the User may pay for Fee-Based Services: inGame items, packs, features, Premium Account (this depends on a particular game project), pre-orders of game items and Game access. Usually Premium Account Services are available on game account when the User is logged-in.
If the User hasn’t enough money on his or her account he or she is not entitled to get the part of the Service he or she wishes to buy. Payment by installments or in arrears is not permitted.
2.5. The User shall be liable for monitoring his or her game account, availability of amounts for getting Fee-Based Services, fees and charges.
3. Fee-based services
3.1. The following types of Fee-Based Services may be available:
3.1.1. Premium Account Service (PA) which gives the User additional inGame features (such as higher rates). Premium Account Service activates automatically when the User clicks of the button ”Buy” while the User is logged in. If the User pays for two or more Premium Accounts they activate as well and their periods shall be added to each other automatically.
Premium Account Services are provided on a daily basis (1-day PA, 7-day PA etc. depends of particular game project), or monthly basis (1-month PA, 2 month PA etc.). 1 month is equal to 30 days regardless of calendar month duration.
3.1.2. Other Fee-Based Services such as particular inGame items, inGame packs (a set/package/box of inGame items). They are fully provided at the moment of purchase by clicking the button “Buy” (or similar button that depends on a particular game interface). LIFE LINE WELLNESS SRL uses the best efforts to keep components of the pack as they were described at the moment of purchase. However the items in the pack can be substituted by the similar items (in terms of the item purpose, game qualities, other criteria) because of the Game updates. Every particular item in the pack is always a component (part) of this pack and the User may not buy this particular inGame item from the pack separately (except the cases the same item is available in the inGame shop independently, not as a part of a pack).
3.1.3. Pre-Orders Packs (Pre-Orders) with a set of rights and services related to the Game and available for a purchase before the Game public release. Pre-Orders are usually submitted in a form of packs with the mix of the following elements: Game test access, and/or early access; and/or Game items, and/or release access (applicable for the Game with a fee-based access). Every particular item in the pack is always a component (part) of this pack and the User may not buy this particular component from the pack separately (except the cases the same component is available in the inGame shop independently, not as a part of a pack). Please read Pre-Orders Terms and Conditions before the Pre-Orders purchase.
3.2. Under normal technical circumstances, the moment of Fee-Based Services provision to the User is the moment of the payment debiting from the game account. However, the Interment connection or some other technical difficulties may cause a lag in their provision. The User is advised to contact LIFE LINE WELLNESS SRL’s support team when the lag lasts for more than 30 minutes.
3.3. Duration of usage of Fee-Based Services starts, continues and ends regardless the User’s presence in the game or logging in, unless otherwise definitely indicated in the description. The reason for User’s absence in the game process may not be a ground for the prolongation of the duration or a refund.
3.3. The User acknowledges and consents with these Services start and item substitution provisions.
4.1. In case of withdrawal from a relevant game agreement and termination of the agreement by the User within 14 days from enter into a relevant game agreement the User is entitled to get a refund for Premium Account Services according to the following provisions:
4.1.1. The full price of the Premium account(s) bought is subject to a refund, except the cases states in the Policy (Article 4.3. of the Policy).
4.1.2. No refund for the Premium account, if the term of Premium account is expired up to the moment of withdrawal / termination of the Agreement.
4.1.3. A User may claim for the refund of funds paid for the Pre-Orders in the following cases:
LIFE LINE WELLNESS SRL calls of the Game release; or
within 14 calendar days after the Pre-Order purchase, or
within 14 calendar days after the first log-in any Game version first available to the User under the Pre-Order, provided that he/she did not spent on the Game more than 2 hours per all this period in total.
The User hereby understand and agrees that no refunds for other Fee-Based Services (item, packs), except Premium Account Services and Pre-Orders as prescribed above, shall be made.
4.2. Under the relevant game agreement the User is entitled to terminate the agreement at any time within or after 14 days from enter into the Agreement. If the User terminates the Agreement after 14 days from enter into the Agreement he or she is not entitled to get any refunds.
In exceptional cases LIFE LINE WELLNESS SRL may refund the User upon the User’s well-grounded request.
4.3. Notwithstanding the other provisions of the Policy, there are no refunds:
for bonuses, gifts, awards, prizes, promotional adding to game account, compensations, including bonuses as a result of gift certificates (gift codes) activation if case the gift certificate (gift code) was obtained from another User;
for inGame items; fully provided Fee-based Services;
in case where LIFE LINE WELLNESS SRL terminates the relevant agreement on the grounds of a breach of the Agreement by the User; if the Game account or game account is banned at any stage of the Game testing due to the violation of the Game rules or User and License Agreement, including when it is impossible to access the Game due to Game account ban on the previous stage of the Game testing;
for any services (items, keys, Pre-Orders, codes etc.) got from any third party as a gift or otherwise acquired free of charge;
for any services in case of their lost or deletion for any reason, including the components of the Pre-Orders;
for Pre-Orders, if the User do not log into the Game or do not redeem the Pre-Order and/or its separate components by available means;
for Pre-Orders, when the Pre-Order is already redeemed on other game account or the keys to Pre-Orders is already redeemed within its validity period;
for Pre-Orders, if LIFE LINE WELLNESS SRL postpones the Game testing stage or Game release; because of the technical interruptions or downtime in Game testing stages; in case of technical maintenance after the Game releases provided in the relevant Game User and License Agreement or because if the reason outside LIFE LINE WELLNESS SRL’s control;if the period for the refund claim is expired.4.4. The procedure of a refund: Refunds shall be made upon the User’s request after termination of a relevant Agreement. The most preferable way to send such request is a support ticket. If the User sends the request by other means (e-mail, post service) he or she shall identify himself or herself and provide Registration Data or other information upon LIFE LINE WELLNESS SRL inquiry. Refunds shall be made to the User’s game account within 14 days from the day of receiving the User’s request. If the relevant Agreement is not terminated or there are no grounds for refunds LIFE LINE WELLNESS SRL is entitled to deny a refund. The refund is made to the User game account, used for the disputed purchase. In no case, the amount of refund will exceed the funds actually spent by the User for the purchase. 4.5. Refunds from game account. Money that is not spent from game account is subject to refund at any time upon termination of all agreement made in respect of LIFE LINE WELLNESS SRL’s game projects. If the User has more than one effective agreement with LIFE LINE WELLNESS SRL the User shall terminate all such agreements as per provisions of the agreements. Refunds shall be made upon the User request as described above. Refunds shall be made within 14 days from the day of receiving User’s request and can be made by the same payment system (payment method) as the User used. If the payments system doesn’t provide refund option LIFE LINE WELLNESS SRL is entitled to refund by another payment method agreed with the User. If you made a purchase of the Pre-Order via the payment kiosk (if applicable), mobile phone or other means with Push-protocol, a refund shall be made only to your game account used for the Pre-Order Purchase. When claiming a refund the User is required to identify him/herself and take the following steps: • the application for termination of this Agreement and all agreement made in respect of game projects has to be sent from the e-mail address that was specified during registration; • in accordance with LIFE LINE WELLNESS SRL’s instructions the written application for termination mentioned in the previous paragraph has to be signed by the User and sent to LIFE LINE WELLNESS SRL (by mail); necessary documents (including a copy of the User’s ID) shall be attached to the application and the necessary data (including the User’s login and password) shall be specified in the application; • the fact of the payment has to be proved in documentary form: the document shall be attached to the application. Upon LIFE LINE WELLNESS SRL’s reasonable request the User has provide other documents necessary for the refund. Please be aware that the refund request may be postponed or refused in cases where some third party claims in respect of the amounts on the User’s game account (e.g. chargeback from payment system) are submitted to LIFE LINE WELLNESS SRL or necessary documents and data required for refunds are not provided by the User. 4.6. For avoidance of fraud in cases of payments, including but not limited to payments with bank cards or other payment means and foe investigation of these cases all payments may be verified by LIFE LINE WELLNESS SRL. In such case, the User at LIFE LINE WELLNESS SRL’s request shall provide a copy of his or her ID, payment documenting and a copy of his or her bank card on both sides (the card number shall be closed, except for the last 4 digits). In case of failure by the User to provide such documents (by fax or via e-mail as soft copies) within 3 days upon the request date or in case of any doubts as to their authenticity, LIFE LINE WELLNESS SRL shall be entitled to suspend the provision of Services to the User. 4.7. Upon receipt of the User’s application for termination of game Service Agreement the User’s account shall be blocked. Upon receipt of the User’s withdrawal/termination application (notice) regarding any game the User’s game account shall be blocked, unless the User has entered into any other agreements with LIFE LINE WELLNESS SRL. If the User has other agreements with LIFE LINE WELLNESS SRL the game account remains available for the User; however the User’s game account related to the Agreement to be terminated. 4.8. Refunds for the purchase without game account In case the Pre-Order purchase is made without creation of game account, the refund shall be made to the payment means used for the purchase. When the payment mean does not support the refund option (for example, when the bank card is expired), or the refund commission of the payment mean exceeds 20% of the refund amount, LIFE LINE WELLNESS SRL and a User will agree on a different refund means. 5. Contact details
If you have any questions regarding this Payment Policy or the processing of your data in connection with the use of the Game, please contact:
Contact e-mail: (firstname.lastname@example.org)
Company's registration name: LIFE LINE WELLNESS SRL
Company's place of registration: Romania
Company's registered office address: Oras Popesti Leordeni, Strada Soroiu Stroici Elena nr 15 judet Ilfov
Company's registered number: 35506893
Last updated 12/18/2019.
If Life Line Wellness SRL store revises this policy, any revisions will apply to subsequent purchases.