Refund Policy

1. Overview

This refund policy (the “Refund Policy”) is issued by Alpha World SMC Pvt Ltd(“we”, “us”, “our” or the “Company”) and sets out the terms and conditions under which refunds may be requested for purchases made through the Alpha World platform, the Parent App or any related Services (the “Services”). It forms part of, and must be read together with, our Terms and Conditions and Privacy Policy.

By making a purchase on or through the Services, you (and, for a child account, the parent or legal guardian approving the purchase) acknowledge that you have read, understood and agreed to this Refund Policy.

2. Scope and definitions

• “Energy” or “energy points” means the limited, revocable, non-transferable digital licence to access certain features of the Services described in clause 6 of our Terms and Conditions. Energy is not money, has no cash value and cannot be redeemed for cash.
• “Energy pack” means a paid bundle of additional energy purchased through our direct payment flow or through a third-party app store.
• “Direct purchase” means a purchase processed through our website or applications using a certified third-party payment gateway (e.g., bank cards, EasyPaisa, Raast or 1LINK rails).
• “App-store purchase” means a purchase you complete inside an app distributed via a third-party storefront (such as Google Play).

Some sections below apply only to direct purchases. For app-store purchases, please also see clause 6.

3. Energy-pack refunds (direct purchases)

3.1 14-day window for unused energy

You may request a refund of an energy-pack direct purchase within fourteen (14) calendar days of the purchase date, provided that none of the energy from that specific pack has been spent.

3.2 Partially-used packs

Once any energy from a pack has been spent (for example, on a pet feed, a game match or an AI prompt), the underlying digital service has been delivered. We therefore do not offer pro-rated or partial refunds for packs that have been used in whole or in part.

3.3 Promotional, referral and bonus energy

Energy obtained through promotions, referrals, daily resets, active-minute bonuses, gifts or other non-purchased means is not eligible for a refund and has no monetary value.

3.4 Expired energy

Where an energy pack carries an expiry date disclosed at the time of purchase, expired energy is not eligible for a refund.

3.5 Subscription products (if offered)

The current Services are not sold on a subscription basis. If we introduce subscription products in future, a separate subscription-refund section will be added to this Refund Policy and will apply to those products from the date of its publication.

4. Children, parental authority and refunds

• All direct purchases of energy packs on a child account must be explicitly approved by the linked parent or legal guardian via the Parent App or signed email-link flow described in our Privacy Policy.
• Where a parent or legal guardian believes a direct purchase on a child's account was made without their authority, they may request a refund within 30 days of the transaction by emailing us at admin.alphaworld@gmail.com with the transaction reference and account details.
• We will investigate such requests in good faith. Where our records indicate that consent was not validly given (or where consent has subsequently been withdrawn under the Privacy Policy), we will refund the unused portion of the relevant energy pack at our reasonable discretion.
• We strongly recommend that parents enable the purchase-approval flow on every child account and keep their Parent App PIN confidential.

5. Unauthorized or accidental purchases

If you believe an unauthorized purchase has been made on your account, please contact us immediately at admin.alphaworld@gmail.com and, where appropriate, also notify your bank or card issuer. We will investigate, request any reasonable verification we require and, if the claim is verified, process a refund of the affected transaction.

We reserve the right to refuse a refund where we reasonably believe the transaction was authorized, where the request is fraudulent, or where the energy from the transaction has already been substantially used.

6. App-store-billed purchases (Google Play and others)

Where you complete a purchase inside the Alpha World app distributed through a third-party app store (for example, Google Play), that purchase is billed and processed by the relevant app store and is governed by that store's own refund and consumer-protection terms in addition to this Refund Policy.

For app-store purchases, refund requests must generally be made through the store. As of the date of this policy, the typical routes are:

• Google Play — visit play.google.com, sign in with the Google account used for the purchase, find the relevant order in your purchase history and follow Google's refund-request flow. Google's own refund timelines and rules apply.
• Other stores— refer to that store's help centre for its current refund process.

If a store declines your refund request and you believe the transaction was unauthorized or that we owe you a refund as a matter of consumer protection, please contact us so that we can review the matter and, where appropriate, work with the store on your behalf. To the extent there is any conflict between this Refund Policy and the app store's terms in relation to a store-billed purchase, the store's terms shall control as between you and that store.

7. Technical issues and service disruption

If you experience a technical issue that prevents you from spending or otherwise using energy you have purchased, please contact our support team. We will work in good faith to resolve the issue promptly. Where, in our reasonable opinion, the issue is attributable to us and cannot be resolved within a reasonable time, you may be eligible for a partial or full refund at our discretion.

Issues caused by your device, network, third-party services, force majeure events (clause 13 of our Terms and Conditions) or your breach of the Terms and Conditions do not, on their own, give rise to a refund entitlement.

8. How to request a refund

For direct purchases, please follow these steps:

1. Email us at admin.alphaworld@gmail.com with the subject line “Refund Request”.
2. Provide details— your account email, the child's account name (if applicable), transaction date, amount, transaction reference and a brief reason for the request.
3. Attach proof of the transaction (receipt, payment-gateway email, bank screenshot) where possible.
4. Wait for our response — our team will acknowledge your request within 3 business days and aim to issue a final decision within 7 to 14 business days from receipt of all information we reasonably require.

For app-store purchases, follow the store's own refund flow as described in clause 6.

9. Refund processing

9.1 Processing time

Approved refunds for direct purchases will be initiated within seven (7) to fourteen (14) business days of approval. The time for the refund to appear in your account depends on your payment provider and financial institution and is outside our control.

9.2 Refund method

Refunds will be credited to the original payment method used for the purchase. We do not provide refunds in cash, by cheque, by transfer to an unrelated account or in alternative payment methods.

9.3 Currency and exchange-rate fluctuations

Refunds are processed in Pakistani Rupees (PKR). If your original payment was made in a different currency, the refunded amount may differ from the amount you originally paid due to exchange-rate fluctuations or processor fees, and we shall not be liable for any such difference.

9.4 Effect on energy balance

On issuing a refund, we will deduct the corresponding energy from your account balance. If the unused energy balance is insufficient to cover the refund, the refund may be reduced pro rata or declined.

10. Non-refundable items

Without limiting the rest of this Refund Policy, the following are not eligible for a refund:

• Energy that has been used in whole or in part.
• Promotional, referral, bonus, gifted or expired energy.
• Purchases made more than 30 days before the refund request, unless required by applicable law.
• Accounts terminated for breach of the Terms and Conditions or applicable law.
• Requests that we determine, on reasonable grounds, to be abusive, fraudulent or repeatedly submitted without valid justification.
• Requests for purchases made by a person who falsely represented their age or identity at the time of the transaction.

11. Chargebacks

Please contact us directly before initiating a chargeback with your bank or card issuer. Chargebacks can attract processing fees and, where initiated without a good-faith attempt to resolve the matter with us first, may result in suspension or termination of the relevant account in accordance with clause 11 of our Terms and Conditions. Where a chargeback is later reversed in our favour, we may also withhold the disputed amount from any future refunds.

12. Fraud and abuse of this Refund Policy

We reserve the right to refuse, claw back or withhold a refund where we reasonably believe that the request is part of a fraudulent scheme, an abuse of this Refund Policy or a coordinated attempt to obtain digital services without payment. We may also report any suspected fraud to law enforcement and to the relevant financial institutions.

13. Statutory consumer rights

Nothing in this Refund Policy is intended to exclude, restrict or modify any consumer right or remedy you may have under applicable law (including any mandatory consumer-protection law in Pakistan or in your country of residence) which cannot lawfully be excluded, restricted or modified by agreement.

14. Changes to this Refund Policy

We may modify this Refund Policy at any time. Material changes will be posted on this page with an updated “Last Updated” date. Refund requests will be processed according to the version of this Refund Policy in force at the time the purchase was made.

15. Governing law and disputes

This Refund Policy is governed by the laws of the Islamic Republic of Pakistan. The dispute-resolution and jurisdiction provisions of clause 15 of our Terms and Conditions apply equally to any dispute arising out of or relating to this Refund Policy.

16. Contact us

For refund requests or questions about this policy, please contact us: