FLUEVE DISTRIBUTION Game Refund Policy (U.S. Region)

Effective Date: [Insert Effective Date]

This Refund Policy (hereinafter referred to as the "Policy") governs all refund requests related to video games, in-game content, downloadable content ("DLC"), virtual assets, subscription plans, and other related digital products and services (collectively referred to as "Game Offerings") provided by FLUEVE DISTRIBUTION (hereinafter referred to as "FLUEVE," "we," "us," or "our") to users residing in the United States of America, including all U.S. territories and possessions. This Policy is subject to the laws of the United States of America, including the Federal Trade Commission (FTC) regulations on consumer protection, unfair or deceptive trade practices, and digital product refunds, as well as the specific consumer protection statutes of each U.S. state. By purchasing, accessing, or using any Game Offering from FLUEVE, you (hereinafter referred to as "User" or "you") confirm that you have read, understood, and voluntarily agreed to all the terms and conditions set forth in this Policy, as well as any applicable U.S. federal and state laws.

1. General Refund Principles

FLUEVE is committed to upholding the highest standards of consumer protection in compliance with U.S. law. All refund requests are evaluated on a case-by-case basis, taking into account the nature of the Game Offering, the circumstances of the purchase, and evidence provided by the User. We strive to process all refund requests fairly, transparently, and in a timely manner, while also protecting against fraudulent refund claims that could harm our business and the broader user community[1][2]. Our refund practices are designed to balance consumer rights with responsible business operations, avoiding the extremes of overly restrictive policies that disadvantage users or overly lenient policies that enable abuse[1].

2. Refund Eligibility and Conditions

Eligibility for a refund depends on the category of the Game Offering and the specific circumstances surrounding your request. Below is a detailed breakdown of refund criteria for each type of Game Offering, all of which align with FTC guidelines and applicable state laws.

2.1 Full Digital Game Purchases

Users may apply for a full refund for a digitally purchased full version of a game if all of the following conditions are met: (1) The refund request is submitted within 14 calendar days of the original purchase date; (2) The total playtime of the game does not exceed 2 hours; (3) The game is not defective (defective games are covered separately in Section 2.4); and (4) The User has not modified, tampered with, or violated the End User License Agreement (EULA) of the game. For users located in California, pursuant to California’s Unfair Competition Law and False Advertising Law, if this Policy was not prominently displayed at the time of purchase, you may be eligible for a refund within 30 days of purchase, regardless of playtime or usage. For users in other states, additional flexibility may be granted for good-faith requests related to unforeseen technical issues that prevent gameplay.

2.2 In-Game Content, DLC, and Virtual Assets

Unlike full game purchases, in-game content (including but not limited to character skins, virtual currency, gameplay enhancements, and DLC) is generally non-refundable once purchased. Refunds will only be considered in the following exceptional cases: (1) The purchased content fails to be delivered to your game account within 24 hours of successful payment, and the delay is not caused by your internet connection, device malfunction, or failure to meet the game’s system requirements; (2) The content is substantially different from its description on the purchase page (e.g., missing key features, incorrect functionality, or misleading representations); (3) The purchase was made without your explicit authorization (see Section 2.5 for unauthorized purchase procedures); or (4) The content is rendered unusable due to a permanent game shutdown or service termination by FLUEVE. Consistent with FTC guidance and industry best practices, we do not impose unreasonable barriers to refund requests for accidental or unintended purchases of virtual assets[1].

2.3 Subscription Plans

For recurring subscription plans for FLUEVE’s games or game-related services, the following refund rules apply: (1) You may cancel your subscription at any time through your FLUEVE account settings or by contacting our customer support team; cancellation will take effect at the end of the current billing cycle. (2) Partial refunds for unused portions of a billing cycle are not available, unless the subscription service is unavailable for more than 50% of the billing cycle due to our technical error (scheduled maintenance, force majeure events, or user error are excluded). (3) If you cancel your subscription within 48 hours of the initial purchase and have not used any of the subscription benefits during that period, you may request a full refund of the first billing cycle. (4) Prepaid annual or multi-month subscriptions are eligible for a pro-rated refund if canceled before the end of the subscription term, minus any fees for services already used.

2.4 Defective or Non-Functional Game Offerings

If a Game Offering is defective, non-functional, or fails to perform as advertised, and you have made reasonable efforts to resolve the issue through our customer support (including installing all available updates, patches, and following troubleshooting instructions), you may request a refund within 90 calendar days of purchase. A "defective" Game Offering includes, but is not limited to, persistent crashes, inability to launch, critical bugs that prevent normal gameplay, data loss, or compatibility issues that were not disclosed prior to purchase. To qualify for a refund under this section, you must provide evidence of the defect (such as screenshots, video recordings, or a detailed description of the issue) and confirm that you have exhausted all available technical support options. In cases of severe defects that cannot be resolved, FLUEVE may also offer alternative compensation (such as store credit or free in-game content) at the User’s discretion.

2.5 Unauthorized Purchases

FLUEVE will issue a full refund for any unauthorized purchase of a Game Offering, including purchases made by a minor without parental or guardian consent, or purchases made using your payment information without your knowledge or permission. This policy is in full compliance with FTC regulations governing unauthorized charges and minor-initiated purchases. To qualify for an unauthorized purchase refund: (1) You must notify us of the unauthorized transaction within 60 calendar days of the purchase date; (2) You must provide sufficient evidence to verify that the purchase was unauthorized (e.g., proof of minor ownership, a fraud report filed with your payment provider, or evidence of account compromise); (3) You must take reasonable steps to secure your FLUEVE account (such as changing your password, removing saved payment methods, or enabling two-factor authentication) after discovering the unauthorized purchase. We reserve the right to investigate unauthorized purchase claims but will not penalize you by suspending or terminating your account solely for reporting such an issue.

2.6 Non-Refundable Circumstances

The following circumstances are not eligible for any refund, regardless of other provisions in this Policy, and in compliance with U.S. federal and state law: (1) Game Offerings clearly marked as "Final Sale" or "Non-Refundable" at the time of purchase, provided such marking is prominently displayed and complies with FTC guidelines; (2) Game Offerings that have been modified, tampered with, or used in violation of FLUEVE’s EULA or Terms of Service; (3) Refund requests submitted after the applicable timeframes outlined in Sections 2.1 to 2.5; (4) Playtime or usage that exceeds the limits specified in Section 2.1 (for full games) or Section 2.3 (for subscriptions); (5) Purchases made through third-party platforms (e.g., Steam, Epic Games Store, Apple App Store, Google Play) – refunds for these purchases are governed by the third party’s own refund policy, and we will cooperate with third-party platforms to process requests where required by law; (6) Virtual assets or in-game currency that have been used, consumed, transferred, or traded; (7) Game Offerings purchased as part of a bundle, unless the entire bundle is returned (partial bundle refunds are not available); (8) Purchases made in error by the User (e.g., purchasing the wrong game, duplicate purchases, or device incompatibility that was clearly disclosed prior to purchase); (9) Fraudulent refund requests or requests made in bad faith (e.g., requesting a refund after fully using the Game Offering).

3. Refund Request Procedures

To ensure efficient processing of your refund request, please follow the procedures outlined below. Failure to provide the required information or comply with these steps may result in delays, additional verification, or denial of your request.

3.1 Submitting a Refund Request

All refund requests must be submitted exclusively through our official customer support channel via email: BranchesInc@gmail.com. Requests sent through any other渠道 (such as social media, forums, or third-party messaging platforms) will not be processed. When submitting your refund request, please include the following information to facilitate prompt review: (1) Your full legal name; (2) The email address associated with your FLUEVE account; (3) The exact date of purchase; (4) The order number or transaction ID (if available); (5) The name and type of the Game Offering for which you are requesting a refund; (6) A detailed explanation of the reason for your refund request, including any relevant evidence (e.g., proof of defect, unauthorized purchase documentation); and (7) Your preferred refund method (e.g., original payment method or FLUEVE store credit).

3.2 Review and Processing Timeline

Our customer support team will review your refund request within 7 business days of submission. After completing the review, we will send you a formal notification via email (to the address associated with your FLUEVE account) to inform you of our decision (approval or denial). If your refund is approved, the refund will be processed within 5-8 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your payment provider (e.g., credit card companies typically take 3-5 additional business days to post the refund).

3.3 Refund Methods

Refunds will be issued using the same payment method used for the original purchase, unless: (1) The original payment method is no longer valid (in which case we will issue a refund via FLUEVE store credit, unless you provide an alternative valid payment method); or (2) You explicitly request a refund via store credit. FLUEVE store credit is non-transferable, non-exchangeable for cash, and does not expire, in compliance with U.S. state laws that prohibit the expiration of consumer store credit. Store credit can be used to purchase any Game Offering from FLUEVE and will be applied automatically to your account upon issuance.

4. Additional Terms and Conditions

4.1 Account Security During Refund Investigations

In cases involving unauthorized purchases or suspected fraudulent refund requests, FLUEVE reserves the right to temporarily suspend access to your account to prevent further unauthorized activity or fraud. We will notify you via email of any account suspension related to a refund request, and we will lift the suspension immediately upon completion of the investigation if no fraud or misuse is confirmed.

4.2 Fraudulent Refund Claims

If FLUEVE determines that a refund request is fraudulent (e.g., false claims of unauthorized purchases, requesting a refund after fully using the Game Offering, submitting duplicate requests, or providing falsified evidence), we reserve the right to deny the request, suspend or terminate your FLUEVE account, and pursue legal action against you for any damages incurred (including but not limited to the cost of the Game Offering, investigation fees, and attorney’s fees). We may also report fraudulent activity to relevant authorities in compliance with U.S. law[2].

4.3 Policy Updates and Modifications

FLUEVE may update or modify this Policy from time to time to comply with changes in U.S. federal or state law, FTC regulations, or our business practices. Any changes will be posted on our official website and will take effect 30 calendar days after posting, unless a shorter timeframe is required by applicable law. Your continued use of FLUEVE’s Game Offerings after the effective date of the changes constitutes your acceptance of the updated Policy. We will notify you of material changes via email to the address associated with your FLUEVE account, if you have provided one.

4.4 Compliance with U.S. Law

This Policy is drafted to comply with all applicable U.S. federal and state laws, including but not limited to: (1) The Federal Trade Commission Act (15 U.S.C. § 41 et seq.), which prohibits unfair or deceptive trade practices; (2) California Civil Code § 17200 et seq. (Unfair Competition Law) and California Business and Professions Code § 17500 et seq. (False Advertising Law); (3) State-specific consumer protection statutes governing digital products and refunds; (4) Laws governing unauthorized charges and minor purchases; and (5) Regulations related to the prevention of fraudulent refund practices[2][3]. If any provision of this Policy is found to be invalid or unenforceable under applicable law, the remaining provisions will remain in full force and effect.

4.5 Parental Guidance for Minor Purchases

If you are a parent or guardian and believe your minor child has made an unauthorized purchase of a Game Offering from FLUEVE, you may request a refund in accordance with Section 2.5. We may require additional verification of your parental or guardian status (e.g., proof of guardianship, government-issued identification) to process such requests. We encourage parents and guardians to monitor their children’s online purchases, use parental control tools (where available) to restrict unauthorized purchases, and secure their payment information to prevent accidental charges. Consistent with FTC guidance, we strive to make refund processes for minor-initiated purchases simple and accessible[1][3].

4.6 Waiver and Severability

FLUEVE’s failure to enforce any provision of this Policy in any instance shall not constitute a waiver of that provision or any other provision of this Policy. No waiver of any term of this Policy shall be effective unless it is in writing and signed by an authorized representative of FLUEVE. If any provision of this Policy is deemed invalid or unenforceable by a court of competent jurisdiction, the remaining provisions shall remain in full force and effect, and the invalid provision shall be construed as nearly as possible to reflect FLUEVE’s original intent.

5. Contact Information

If you have any questions, concerns, or requests related to this Policy, or if you wish to submit a refund request, please contact FLUEVE DISTRIBUTION’s customer support team exclusively via email at BranchesInc@gmail.com. Our support team will respond to your inquiry within 3 business days and assist you with the refund process or any other related matters.

By purchasing, accessing, or using any Game Offering from FLUEVE DISTRIBUTION, you acknowledge and agree that you have read, understood, and accepted all the terms and conditions of this Policy, as well as all applicable U.S. federal and state laws governing refunds and consumer protections.

FLUEVE DISTRIBUTION

Customer Support Email: BranchesInc@gmail.com