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User profile for user: 1990_Y
1990_Y Author
User level: Level 1
8 points

Refund request refusal

Refund request refused


So my refund request for £2.99 and £6.99 was refused after buying two in-game packs from a game called Idle: Mania. This happened last week as i logged in to see that they had announced closure of their game/servers in one days time out of nowhere. Both packs i purchased on the 25/26th of April require you to log in each day to collect rewards over a 30 day period. Clearly i had only accumulated 4-5 days worth of rewards. On the same day you could no longer find the game in the App store as they took it down immediately. They also took down their facebook page too.


I explained the situation in detail to an Apple employee my as i believe i paid for something i did not receive that was out of my control. We went through the steps and a refund request was made for me.

The following day my request was refused so i thought surely they may need more information? I requested a review of the request on reportaproblem making sure to include all possible information including what the company themselves had said in-game.


Despite my efforts my review regarding the refund decision was not changed and remained refused. Is this normal? Did i lose my money? How is this fair? I personally cant believe it as i thought it would be a simple refund as they closed their game down and removed it from the app store out of nowhere.

What would you do in my situation? Should i just give up and take the hit or should i try to get back my money which i have very little of. Thank you


PS. This is what they said. End of operation.


Dear players, Thank you for your support and love to Idle Mania. Sadly, the game will be closed due to the end of contract with the game developer.

Thanks again to all players for your support and love for Idle Mania.

Sincerely, Ace of Heroes Operation Team

Posted on May 9, 2021 3:19 PM

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User profile for user: Limnos
Limnos
User level: Level 10
418,777 points

Posted on May 9, 2021 8:31 PM

The people responding on this support forum are users like you and we only know what Apple says in its documentation and what our own and other users' experience tells us. Apple does not have much on its criteria for refusing refunds. Here are two sections from the September, 2020 Apple Media Services Terms and Conditions - https://www.apple.com/legal/internet-services/itunes/us/terms.html


- "All Transactions are final."

This means that Apple is starting from a point where any refund is considered an exception. They can simply say no without having to provide a reason. I understand this can be frustrating but they set the terms and you agree to them by using the service.


- "From time to time, Apple may refuse a refund request if we find evidence of fraud, refund abuse, or other manipulative behavior that entitles Apple to a corresponding counterclaim."


You can see if the terms are different for where you live by clicking on this link https://www.apple.com/legal/internet-services/itunes/ select your location and then your language.


If you feel you want to discuss a refund request, try to contact a live person using a telephone or chat request.


Click here --> https://support.apple.com/choose-country-region/media-services Select your country, then a product. If you don't see one that handles your issue then keep experimenting with selections until you reach one that gets you a chat session or a telephone call and get the representative to redirect you.


or:


Contact Apple for support and service --> "See a list of Apple phone numbers around the world." Click here --> https://support.apple.com/HT201232

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Question marked as Top-ranking reply
User profile for user: Limnos
Limnos
User level: Level 10
418,777 points

May 9, 2021 8:31 PM in response to 1990_Y

The people responding on this support forum are users like you and we only know what Apple says in its documentation and what our own and other users' experience tells us. Apple does not have much on its criteria for refusing refunds. Here are two sections from the September, 2020 Apple Media Services Terms and Conditions - https://www.apple.com/legal/internet-services/itunes/us/terms.html


- "All Transactions are final."

This means that Apple is starting from a point where any refund is considered an exception. They can simply say no without having to provide a reason. I understand this can be frustrating but they set the terms and you agree to them by using the service.


- "From time to time, Apple may refuse a refund request if we find evidence of fraud, refund abuse, or other manipulative behavior that entitles Apple to a corresponding counterclaim."


You can see if the terms are different for where you live by clicking on this link https://www.apple.com/legal/internet-services/itunes/ select your location and then your language.


If you feel you want to discuss a refund request, try to contact a live person using a telephone or chat request.


Click here --> https://support.apple.com/choose-country-region/media-services Select your country, then a product. If you don't see one that handles your issue then keep experimenting with selections until you reach one that gets you a chat session or a telephone call and get the representative to redirect you.


or:


Contact Apple for support and service --> "See a list of Apple phone numbers around the world." Click here --> https://support.apple.com/HT201232

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User profile for user: 1990_Y
1990_Y Author
User level: Level 1
8 points

May 10, 2021 9:45 AM in response to Limnos

Thanks for your reply. After being refused twice and including all possible information i didn't feel it was necessary to call them as you get through to people who don't want anything to do with you. The last thing they want to do is give you a refund which is why i posted here for advice. I hate talking to their customer service i just thought this situation was exceptional and didn't believe my eyes when i was refused again. Ive given up on any hope i am just sharing to be careful not to but anything on their store because if the thing you buy gets deleted the following day then you,ve lost that money so its like gambling… was curious what others thought about my experience and if this is common or anything can be done as i paid for nothing. Lesson learned? Avoid apple completely now? Sad if this is the outcome. What would you do if you paid $10 on a game from the app store and they day after it was removed? Would you expect your money back? WRONG! RIP App store i guess. RIP iPhone i guess. I really need to stop. I wont lets this go. Its beyond ridiculous. Ive learned my lesson.

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Refund request refusal

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