We've made this Refund Policy available to you so that you can return certain games when you discover that a game you purchased is unplayable or when your computer does not support it. If you purchase a game through the Tencent WeGame Platform, you may request a refund in accordance with this policy. Please note that capitalized terms that aren't defined in this policy shall have the meanings associated with those terms in the Subscriber Agreement available at [link].

We want our users to be able to refund games when they honestly need to. However, out of respect for our game developers, we reserve the right to refuse refunds to those users who use the refund services maliciously, abusively, or dishonestly, in our sole discretion.

1. General Refund Rules

You may request a refund via the functionality of the Tencent WeGame Platform. Eligibility for a refund depends on the type of Game Content and how it was purchased:

(a) Standalone Game Content

When you buy a game that functions on its own with no downloadable content ("DLC"), such Game Content is only eligible for a refund if:

The game is clearly marked as refundable in the "Game Feature" column of the game's store page.

The game has been played for less than 2 hours

The game has been purchased within 2 weeks, or for pre-purchase games, it has been less than 2 weeks since the game's official launch for pre-purchase users.

(b) DLC

When you buy DLC for one of your games, such DLC is only eligible for a refund if the DLC:

is clearly marked as refundable in the "Game Feature" column of the DLC's store page;

has been played for less than 2 hours; and

has been purchased within 2 weeks, or for pre-purchase games, it has been less than 2 weeks since the game's official launch for pre-purchase users.

(c) Game Bundles

Game bundles (purchases comprising multiple Game Content) are only eligible for a refund if the bundle:

is refunded entirely (you cannot keep any part of it)

does not contain any non-refundable items

has the longest playtime on any individual Game Content within the bundle less than 2 hours; and

was purchased within 2 weeks, or for pre-purchase bundles, it has been less than 2 weeks since the bundle's official launch for pre-purchase users.

(d) Gifts

When you receive any Game Content as a gift, the gift is only eligible for a refund if the underlying Game Content of the gift:

is clearly marked as refundable in the "Game Feature" column of the underlying Game Content's store page;

has been played for less than 2 hours; and

was purchased by the gift-giver within 2 weeks, or for pre-purchase games, it has been less than 2 weeks since the underlying Game Content's official launch for pre-purchase users.

Any refund processed for a gift will be refunded back to the gift-giver, not the recipient.

2. Non-refundable Game Content

The following types of Game Content are explicitly not refundable:

Game Content where the company that provides the Game Content to us has decided not to offer a refund (Where such Game Content is non-refundable, it will be clearly indicated in the "Game Feature" column of the Game Content's store page);

Any consumable or upgrade-related DLC (such as power-ups and experience boosts);

Any bundles which include any of the above non-refundable Game Content;

Any items purchased in-game (whether using in-game currency or fiat currency);

Activation codes;

Free-access Game Content; and

Game Content you have been restricted from using, such as through a ban due to cheating or inappropriate access.

Please note that this list is not exhaustive. If Game Content is not clearly marked as refundable, it is non-refundable.

3. Refund Process

(a) Running Games. You cannot request a refund on running Game Content. To proceed with a refund, you must close the Game Content first.

(b) Refund Processing. While your refund is processing for approval, you will not be able to launch the Game Content. If you cancel your refund request you may resume access to your Game Content. If your refund is accepted we will revoke your access to the Game Content.

(c) Refund Status. You may check the status of your refund in "My Assets." The status of your refund may be one of the following:

"Reviewing" – Our customer service is still reviewing your refund request

"Refund Failed" – Your request has been determined to not meet our refund requirements. You may contact Tencent customer service for more details.

"Refunded" – Your request has been approved, your refund is being processed, and we will revoke access to your refunded Game Content. Refunds are estimated to take five working days to credit back to your original payment method's account, but may take more or less time depending on your method of payment.