Refund, Cancellation & In-App Billing Policy
Governing virtual coins, match passes, cosmetic bundles, and Gold/Diamond VIP subscriptions across Google Play Store (Android/TV) and Apple App Store (iOS).
1 Store Offerings, Virtual Currencies & Consumables
CITAGAH offers various non-redeemable digital goods to enhance your multiplayer gaming experience:
Starter Pass (20 passes), Gamer Pass (90 passes), Tournament Vault (250 passes), Pouch of Coins (1,000), Chest of Coins (5,500), and Vault of Gold (25,000).
Starter Pack, Pro Gamer Bundle, Master VIP Vault, Daily/Weekly/Monthly discounted bundles with exclusive AI Bot personalities (Alice, Bob, Zane, Zero).
Exclusive avatar frames (Toxic, Quantum, Orbit, Overclocked, Millionaire) and animated chat reaction packs (Wholesome Vibes, Toxic Gamer, Hype Train).
Virtual currencies possess zero real-world monetary value, cannot be redeemed for fiat currency, and are deemed fully consumed upon immediate electronic delivery under Indian Consumer Protection (E-Commerce) Rules, 2020.
2 VIP Subscription Plans & Cancellation Mechanics
CITAGAH offers two premium VIP membership tiers available in monthly or annual billing cycles:
- • +5,000 monthly / +60,000 annual welcome coins
- • +50 monthly / +600 annual match passes
- • Unlimited free public room play across all games
- • 2x Daily reward multiplier and exclusive Gold Profile Badge
- • +20,000 monthly / +240,000 annual welcome coins
- • +100 monthly / +1,200 annual match passes
- • Unlimited free room play + Free private room hosting for friends
- • 4x Daily reward multiplier, boosted spin wheel drops, priority matchmaking & Diamond Badge
Auto-Renewal & How to Cancel:
VIP Subscriptions automatically renew at the beginning of each billing cycle (monthly or annually) unless cancelled at least 24 hours prior to the renewal date. Subscriptions must be cancelled directly through your app store account:
Open Google Play Store > Tap Profile > Payments & Subscriptions > Subscriptions > Select "CITAGAH VIP" > Tap Cancel Subscription (or visit play.google.com/store/account/subscriptions).
Open iOS Settings > Tap Apple ID Profile > Subscriptions > Select "CITAGAH VIP" > Tap Cancel Subscription (or visit apps.apple.com/account/subscriptions).
subscription_expires_at). No partial, pro-rated, or retroactive refunds are issued for unused days in an active billing cycle.
3 Platform Refund Policies (Google Play & Apple App Store)
Because all transactions are processed via platform in-app billing systems, platform-specific refund rules apply:
If an accidental purchase or unauthorized transaction was made on an Android or Google TV device, you can request an automated refund directly from Google within 48 hours of purchase by visiting Google Play Order History and selecting Request a Refund or Report a Problem.
For purchases on iOS, submit refund claims directly via Apple's official portal at reportaproblem.apple.com. Apple manages all payment dispute assessments for iOS transactions under standard StoreKit terms.
CITAGAH strictly enforces Section 9 of the DPDP Act 2023 and does not permit unapproved purchases by minors. If a child makes an unauthorized transaction on a family device, parents should request an immediate refund via Google Play / Apple Family Sharing settings and email our support desk.
4 Uncredited Purchases & Technical Reconciliation (48-72h SLA)
If your payment was debited but virtual items were not credited due to a sudden network drop:
- Restart the App: Close and reopen CITAGAH. The app's startup reconciliation engine will automatically detect unconfirmed Google Play / StoreKit purchase tokens and credit your inventory.
- Manual Escalation: If the items remain uncredited after 15 minutes, email our Billing Desk at [email protected] with:
- Your CITAGAH Username and Registered Email
- Google Play Order ID (e.g.,
GPA.3312-xxxx-xxxx-xxxxx) or Apple Receipt Screenshot - Product Name or Pack Purchased
- Resolution Timeline: Our billing team will verify the transaction token against our Convex cloud database logs and grant your items manually within 24 to 48 business hours.
5 Automated Clawback, Chargeback & Anti-Fraud Policy
To prevent payment fraud, double-spending, and marketplace abuse, CITAGAH enforces automated database-level clawbacks:
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• Automatic Revocation: Whenever a refund, bank chargeback, or payment cancellation is confirmed via Google Play or Apple, our Convex backend triggers an automated revocation routine (
processChargebackOrRefund), deducting the corresponding virtual coins and passes and removing unlocked cosmetics, bot personalities, and VIP subscriptions. - • Negative Balance Settlement: If granted coins or passes were already consumed prior to the refund, the account balance will reflect a negative amount until replenished.
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• Payment Restrictions on Repeated Chargebacks: Players with two or more uncoordinated chargebacks (
chargeback_count ≥ 2) are flagged with automated payment restrictions (is_payment_restricted: true) and may be permanently banned for commercial abuse.
6 Grievance Redressal & Billing Support
In compliance with Consumer Protection (E-Commerce) Rules, 2020 and Section 13 of the DPDP Act, 2023, you may contact our designated Grievance & Billing Officer directly: