REF-1 · Scope
REF-1.1 This Policy applies to purchases made with real money in the STRIKEHEART game ("the Game"), operated by Adem Özdamar, trading under the business name Garanti Web Tasarım, Türkiye ("we", "us"). It should be read together with the Purchases & Virtual Goods Policy.
REF-1.2 The Game has not yet been released and no real-money purchases are currently processed. This Policy applies once purchases become available in the released Game.
REF-2 · Refunds through Apple or Google
REF-2.1 All in-game purchases are processed by the Apple App Store or Google Play. They hold the payment and decide refund requests under their own refund policies.
REF-2.2 Apple: request a refund through Apple's "Report a Problem" service (reportaproblem.apple.com), using the Apple Account that made the purchase. Apple decides on refunds for App Store purchases; we cannot issue, approve or reject them.
REF-2.3 Google Play: shortly after a purchase – according to Google's current policy, within 48 hours – you can request a refund directly from Google Play, in your order history or through Google Play support. After that period, Google refers refund requests to the developer: contact support@strikeheart.com, and we will review your request individually in line with Google Play's rules and applicable consumer law.
REF-3 · What we can help with
REF-3.1 Purchase not delivered. If you were charged but the items did not arrive, first restart the Game while online or use Restore Purchases in the shop. If the items still do not appear, contact support@strikeheart.com with the store order or transaction ID. If our records confirm a valid payment that was not delivered, we will deliver the items.
REF-3.2 Duplicate or failed charges. Duplicate charges and charges for failed transactions are handled by the store; we can confirm what our servers recorded to help with your request.
REF-3.3 Technical problems that prevent you from using a purchased item: contact support@strikeheart.com; we will investigate and correct problems on our side.
REF-3.4 When you contact us, include your Player ID or username, the platform and the order or transaction ID. Never send your password or payment card details.
REF-4 · What happens when a payment is reversed
REF-4.1 When Apple or Google refunds, cancels or charges back a purchase, they notify our servers, and the items and currencies granted for that purchase are removed from your account.
REF-4.2 If you already spent the currency or used the items, your currency balance may become negative until it is offset by future earnings or purchases.
REF-4.3 A refund is not a breach of our rules. We do not apply penalties to an account because a purchase was refunded (see AR-7 of the Account Restrictions and Sanctions Policy).
REF-5 · Purchases by children and unauthorised purchases
REF-5.1 If a purchase was made without your permission – for example by a child – contact Apple or Google, which handle refunds for unauthorised purchases and offer parental controls to prevent them. For Google Play purchases outside Google's own refund period, you can also contact us (REF-2.3).
REF-6 · Your statutory rights
REF-6.1 Your mandatory consumer rights remain unaffected. Under Article 15(1)(ğ) of the Distance Contracts Regulation there is no 14-day right of withdrawal for virtual goods delivered instantly (see PUR-3.3). If digital content you bought is defective – for example it is not delivered or does not work as described – you have the rights provided for defective goods under the Consumer Protection Law No. 6502, whose definition of goods covers intangible goods such as software (Article 3): withdrawal from the contract with a refund, a price reduction, free correction or replacement of the item (Article 11).
REF-7 · Complaints and disputes
REF-7.1 If you are not satisfied with how we handled a purchase issue, see the Support & Complaints Policy. Consumers in Türkiye may apply to the Consumer Arbitration Committee below the monetary limit announced each year by the Ministry of Trade, or, above that limit, to the Consumer Court after first applying to a mediator (TOS-15.2).
REF-8 · Contact
REF-8.1 Purchase support: support@strikeheart.com.