Critical errors in the software product in the form of in-game service (hereinafter Product) as well as in the game in general can be a cause for a purchase refund if they interfere with the functioning of the Product and the game. Testing of the Product and the game for these errors is conducted by the Black Sun Game Publishing company (hereinafter Company) support team at the user’s inquiry. The inquiry must be sent to [email protected] within a period of 5 days since the error is detected. Failing to send the inquiry within the stated period will constitute cause to deny the inquiry. The request must include proof to confirm that the error occurred: a screenshot, the error log file, actions which led to the error, dxdiag.txt, msinfo32.txt. Once the user’s inquiry has been received, support team specialists representing the Company will analyze the issue and arrive at a decision at their discretion, based on the results. Similar inquiries from different users can result in different decisions.
Users may not appeal the conclusions of an analysis by the support team specialists. The Company does not provide refunds in cases including the following:
a. The refund request includes a demand for loss compensation.
b. The error was caused by a third party out of the Company’s control.
c. The error was caused by hardware issues with the device the game was running on.
d. Other cases, at the Company’s discretion.
The Company has the right to implement changes in this policy by means of updating this message.