Purchase & Refund Policy

1. Introduction

This policy explains what you buy in OvO.games, how billing works and when a refund is available. It is part of the Terms of Service.

2. What you can buy

The price in your local currency, including any tax, is shown before you confirm and is the price you pay. Prices vary by country and platform.

3. Billing and auto-renewal

• Payment is charged to your Apple Account, Google account or card when you confirm, or when a free trial ends.
• OvO Pass renews automatically at the then-current price unless you cancel at least 24 hours before the end of the current period. Renewal is charged within the 24 hours before the period ends.
• Free trials convert to a paid subscription unless cancelled at least 24 hours before the trial ends. One free trial per person.
• Web payments are processed by Stripe in the currency shown at checkout. Your bank may apply its own fees for foreign-currency payments.
• Price increases are notified at least 30 days in advance and apply from your next renewal.

4. Cancelling OvO Pass

Deleting the App or your OvO account does not cancel a store subscription. After cancelling, you keep OvO Pass until the end of the paid period; there are no partial refunds for unused time unless the law requires them. Upgrades and downgrades between plans are handled by the store or by Stripe (proration where supported).

5. Refunds

4.1 App Store and Google Play purchases

Apple and Google handle refunds for purchases made through them, under their own policies. Apple: reportaproblem.apple.com. Google Play: play.google.com → Order history → Request a refund (Google may refund automatically within 48 hours of purchase). We cannot issue or override store refunds.

4.2 Web purchases (Stripe)

• Token packs: refundable within 14 days if none of the purchased tokens have been spent.
• OvO Pass: refundable within 14 days of the first payment of a new subscription if you have not used Pass-only benefits (for example Pass levels or the Pass tournament). Renewals are not refunded, but you can cancel at any time.
• EU/UK customers: by confirming a purchase you ask us to deliver the digital content immediately and acknowledge that you then lose the 14-day withdrawal right to the extent the law allows.

4.3 When we will always help

• a duplicate charge or a charge for something you did not receive;
• a fault on our side that took tokens without delivering the feature or blocked your Pass for a sustained period (we usually restore tokens or extend your Pass);
• an unauthorised purchase you report promptly, which we can verify.

Write to support@gena.studio within 30 days with your account (username or friend code), the date and the receipt.

4.4 What we do not refund

• tokens already spent, or items bought with them;
• tokens or items lost because a guest account was not signed in before uninstalling;
• changes to games, levels or prices made with notice;
• purchases or subscriptions of accounts terminated for breaching the Terms, except where the law requires.

6. Restoring purchases

If you change device, sign in with the same Apple or Google account and tap Me → Restore purchases. OvO Pass bought on the web is linked to your OvO account and appears on every device where you sign in.

7. Chargebacks

Please contact us before disputing a charge with your bank; we can usually fix the problem faster. If a payment is reversed, the tokens or OvO Pass it paid for are removed, and repeated unjustified chargebacks may lead to account suspension.

8. Contact

GEN A LIMITED
Workshop 1104, Block C, Hong Kong Industrial Centre
489–491 Castle Peak Road, Lai Chi Kok
Kowloon, Hong Kong
support@gena.studio