Refund Policy

This Refund Policy explains how refunds are handled for purchases made on Atsumura(“we,” “us,” “our”). Atsumurais operated as a sole proprietorship based in San Antonio, Texas. This policy applies to all purchases of in-game virtual items, including gems, packs, bundles, and cosmetic items (collectively, “Virtual Items”).

This policy should be read alongside our Terms of Use.

Purchases on Atsumuraare processed by our payment partner, Paddle.com, acting as the merchant of record. This means Paddle handles the checkout, billing, and payment processing, and Paddle’s name may appear on your card or bank statement. Approved refunds are issued by Paddle back to your original payment method.

All purchases of Virtual Items are final and non-refundable, except where required by applicable law or as expressly described in this policy.

Virtual Items are digital content delivered to your account immediately upon purchase. Once gems, packs, bundles, or other Virtual Items have been delivered or used, they generally cannot be refunded.

If you are a consumer located in the European Economic Area, the United Kingdom, or another jurisdiction with similar consumer protection laws, you may have a statutory right to withdraw from a purchase within 14 days.

However, by purchasing Virtual Items on Atsumura, you expressly consent to immediate delivery of digital content and acknowledge that this consent waives your right of withdrawal once the content has been delivered. This is permitted under Article 16(m) of the EU Consumer Rights Directive and equivalent UK regulations.

For purchases of Virtual Items that have not yet been delivered or used, your statutory rights remain unaffected.

If you were charged more than once for the same purchase, were charged an incorrect amount, or were charged for a purchase you never received, contact us and we will investigate. Verified billing errors and duplicate charges will be refunded in full.

If a technical problem on our side prevented Virtual Items from being delivered to your account after a successful payment, our first remedy is to deliver the purchased items. If we are unable to deliver them within a reasonable time, we will refund the purchase.

If you believe a purchase was made on your account without your authorization, contact us as soon as possible at support@atsumura.com. We will review the purchase together with our payment partner. You are responsible for keeping your account credentials secure and for purchases made by anyone you allow to use your account or device.

To request a refund, email support@atsumura.com within 14 days of the purchase and include:

(a) the email address on your Atsumura account; (b) the date and amount of the purchase; (c) the order or transaction ID from your Paddle receipt email; and (d) a brief description of the issue.

We aim to respond to refund requests within 5 business days. Approved refunds are processed by Paddle to your original payment method and may take several additional business days to appear, depending on your bank.

If you have a problem with a purchase, please contact us before initiating a chargeback or payment dispute with your bank — most issues can be resolved quickly and directly. If a chargeback is filed on a purchase whose Virtual Items were delivered and used, we may suspend or restrict the associated account while the dispute is investigated, and Virtual Items connected to the disputed purchase may be removed.

When a purchase is refunded, the Virtual Items from that purchase are removed from your account. If those items have already been spent or used, your balances may be reduced accordingly, which can result in a negative balance until it is restored through normal play or new purchases.

Except where required by law, unused Virtual Items are not refunded when you delete your account or when your account is terminated for a violation of our Terms of Use.

We may update this Refund Policy from time to time. When we make material changes, we will update the effective date at the top of this page and provide reasonable notice (for example, by posting a notice in the Service). Your continued use of the Service after changes take effect constitutes your acceptance of the updated Policy.

For questions about this Refund Policy, contact us at:

Atsumura
2186 Jackson Keller Rd, Suite 2363, San Antonio, TX 78213
Email: support@atsumura.com