Refund Policy

1. Overview

This refund policy (the “Refund Policy”) is issued by Alpha World(“we”, “us”, “our” or the “Studio”) 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” or “energy bucket” means the limited, non-revocable, non-transferable digital licence to access certain features of the Services described in our Terms and Conditions. Energy is not money, has no cash value and cannot be redeemed for cash.
• “Energy bucket” means a free or paid package of additional bucket that can hold additional energy gained through constructive use and consumed on entertaining use. The bucket can be 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 third-party payment gateway.
• “App-store purchase” means a purchase you complete inside an app distributed via a third-party storefront (such as Google Play).

3. Energy-bucket refunds (direct purchases)

3.1 Unused energy bucket

You may request a refund of an energy-bucket direct purchase within seven (7) calendar days of the purchase date, provided that none of the energy from that specific bucket has been spent.

3.2 Partially-used buckets

Once any energy change in a bucket has occured (for example, spent 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 buckets 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.

4. Children, parental authority and refunds

• All direct purchases of energy buckets 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 7 days of the transaction by emailing us contact us with the transaction reference and account details.
• We will investigate such requests in good faith and issue refunds for verified unauthorized purchases.

5. 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.

6. How to request a refund

For direct purchases, please follow these steps:

1. Contact us at genalphaportal.com/contact with the subject line “Refund Request”.
2. Provide details — your account email, transaction date, amount, transaction reference and reason for request.
3. Wait for our response — our team will acknowledge your request within 3 business days and process verified refunds to the original payment method.

7. Contact us

For questions about this policy, please contact us: