Refund Policy

This Refund Policy governs the refund and withdrawal rights relating to EP/EM top-ups and in-game virtual product purchases made through Vnum Teknoloji (Regale Online).

1. Digital Content and the Right of Withdrawal

EP/EM balances and in-game virtual products qualify as "digital content that is performed instantly in an electronic environment and delivered to the consumer immediately". Under the Turkish Distance Contracts Regulation, the right of withdrawal cannot be exercised for digital content whose performance has begun with the consumer’s consent and which has been delivered. For this reason, EP/EM credited to your account and virtual products that have been delivered are, as a rule, not eligible for a refund.

2. Cases Eligible for a Refund

You may request a refund or a balance correction in the following exceptional cases:

• Your EP/EM balance has not been credited at all to your account despite payment having been received.
• A duplicate (double) charge has been made for the same transaction.
• The product could not be delivered due to a technical error and has not been used.
• Payments proven to have been made without authorisation or through fraud.

3. Cases Not Eligible for a Refund

• EP/EM or products that have been credited to your account and partially or fully used.
• Virtual products that have been spent in the game, traded or transferred to another character.
• Refund requests made after an account has been banned due to a rule violation.
• Subjective reasons such as "I didn’t like it / I changed my mind".

4. Refund Process

• You must submit your refund request within 14 days of the transaction date via the Support Center.
• Your request must state your username, the transaction date and the payment reference/transaction number.
• Approved refunds are issued using the original payment method (credit card, etc.) and to the same account.
• Depending on the payment institution’s procedures, approved refunds are usually reflected in your account within 7-14 business days.

5. Free Content and Promotions

EP/EM and products granted free of charge as part of a campaign, bonus or promotion are not eligible for a refund and have no cash value.