Refund Policy

Web2mil S.A. – ConectaGames

Effective date: January 1, 2026

This Refund Policy governs the relationship between Web2mil S.A. (“Web2mil,” “ConectaGames,” “we,” “us,” or “our”) and the person or entity accessing or using our games and related digital services (“user,” “you,” or “your”) regarding refund requests related to payments made in connection with the Services.

This Refund Policy applies together with our Software as a Service Terms of Service, Privacy Policy, platform terms, app store rules, payment provider rules, and any product-specific terms that may apply.

Our Services are provided on a software-as-a-service basis. We do not sell standalone software, game copies, downloadable products, physical goods, cash-value credits, stored value, prizes, or real-money gambling products. Any amounts paid by you are consideration for access to, continued use of, or additional enjoyment of the Services.

1. Our Services

1.1 The Services

For purposes of this Refund Policy, the “Services” means the opportunity to access and play ConectaGames’ online games and related hosted gameplay features on a software-as-a-service basis.

Depending on the applicable game or platform, you may access the Services through a website, application, software client, platform account, social network, app store, or other supported access method. Any application, client, or interface used to access the Services is solely a means of accessing the hosted Services and is not sold or licensed to you as a standalone product.

1.2 SaaS Model

The Services are provided remotely through servers, systems, software, and technology infrastructure operated or made available by Web2mil or its authorized service providers.

You do not purchase the game, software, application, website content, or any underlying technology as a standalone good or asset. You receive only a limited, revocable right to access and use the Services in accordance with our Terms of Service.

1.3 Access Credits

The Services may require or permit the use of credits, coins, chips, tokens, subscriptions, or similar digital balances or access rights, all of which are collectively referred to in this Refund Policy as “Access Credits.”

Access Credits are not standalone products. They are mechanisms used to pay for, unlock, measure, extend, or enable access to the Services.

Any reference in the Services, product interfaces, app stores, payment flows, customer support communications, or legacy materials to “credits,” “coins,” “chips,” “tokens,” “virtual items,” “in-game currency,” “subscriptions,” or similar terminology will be understood as referring to Access Credits under this Refund Policy.

1.4 Ways to Obtain Access Credits

Access Credits may be:

  1. purchased with real money;
  2. granted free of charge;
  3. earned through gameplay;
  4. awarded through promotions, bonuses, gifts, or events;
  5. granted through loyalty or retention programs;
  6. provided as compensation or goodwill; or
  7. granted after completion of rewarded advertisements.

Regardless of how they are obtained, Access Credits only permit access to or use of the Services within the applicable game, website, application, or platform.

1.5 No Real Monetary Value

Access Credits have no real-world monetary value, are not money, are not stored value, are not currency, are not prizes, are not winnings, and are not redeemable for money or anything with monetary value, except where mandatory law expressly requires otherwise.

Access Credits may not be sold, traded, transferred, pledged, assigned, exchanged, or otherwise made available outside the Services.

2. Ordering and Payment

2.1 Purchase Processing

When you make a payment in connection with the Services, the payment may be processed by an app store, payment processor, platform, social network, payment gateway, or other authorized third-party provider.

Your purchase may be subject to that provider’s billing terms, refund rules, authentication requirements, fraud review, chargeback procedures, and payment timelines.

For purchases processed by Paddle, Paddle acts as the merchant of record and authorized reseller, and ConectaGames provides the purchased Access Credits, subscription benefits, or other digital access after the transaction is completed.

Paddle purchases are also subject to Paddle’s Buyer Terms, Refund Policy, payment, tax, chargeback, subscription, and cancellation procedures, as well as any mandatory consumer rights that apply in your country or territory. For more information, see Paddle’s Buyer Terms and Refund Policy:

https://www.paddle.com/legal/buyer-terms
https://www.paddle.com/legal/refund-policy

2.2 Nature of Payment

When you purchase credits, coins, chips, tokens, subscriptions, or similar Access Credits, you are paying for the ability to access, continue using, unlock, extend, or enjoy the Services.

You are not purchasing ownership of the game, software, application, account, content, Access Credits, or any asset with real-world monetary value.

2.3 Confirmation and Availability

Purchases are generally made available digitally and may be credited to your account, player profile, platform account, or applicable Service after successful payment authorization and processing.

In most cases, Access Credits or paid access are made available immediately or shortly after payment confirmation. However, availability may be delayed due to payment processing, platform delays, technical issues, fraud review, network problems, or circumstances outside our reasonable control.

2.4 Non-Delivery

If you paid for access to the Services and the corresponding Access Credits, subscription benefits, or paid access were not made available to your account after successful payment, you may contact customer support.

If we verify that payment was completed and the corresponding access was not made available, we may, subject to applicable law and platform rules, either provide the missing access or issue a refund.

3. General Refund Rule

Except where required by applicable law, mandatory platform policy, or expressly stated in this Refund Policy, payments made to obtain Access Credits or other paid access to the Services constitute consideration for access to, continued use of, or additional enjoyment of the Services on a software-as-a-service basis, and are final and non-refundable once the corresponding access has been delivered, credited, made available, used, consumed, depleted, spent, redeemed, or otherwise applied to your account.

Because ConectaGames provides hosted digital services, access to the Services may begin immediately after purchase or grant. Once you receive, use, consume, spend, redeem, or otherwise benefit from Access Credits or paid access, the related payment is generally not refundable.

Free, promotional, bonus, gifted, gameplay-earned, goodwill, or rewarded-ad Access Credits are never refundable for cash because you did not pay money for them.

4. Refund Requests

4.1 How to Request a Refund

To request a refund, you must contact ConectaGames customer support at:

hello@conectagames.com

Your request should include, where available:

  1. your full name;
  2. your account ID, user ID, player ID, or platform account identifier;
  3. the game or Service involved;
  4. the date and amount of the purchase;
  5. the transaction ID, receipt, invoice, order number, or payment confirmation;
  6. the payment platform, app store, or payment provider used;
  7. a description of the issue; and
  8. any screenshots or supporting information relevant to the request.

We may request additional information to verify your identity, account ownership, payment, delivery status, use of Access Credits, or eligibility for a refund.

If your purchase was processed by Paddle, refund, cancellation, withdrawal, or payment correction requests may need to be handled through Paddle, Paddle’s customer portal, or Paddle support. ConectaGames may help verify delivery, usage, account status, technical issues, or entitlements, but Paddle may process the refund or cancellation. You can find more information here: https://paddle.net/

4.2 Platform Purchases

If your purchase was made through Apple, Google, Amazon, Facebook, Paddle, or another third-party platform, app store, or payment provider, refund requests may need to be submitted directly to that platform or provider.

In such cases, the platform’s refund rules and procedures may apply, and ConectaGames may not be able to issue the refund directly.

4.3 Review of Requests

Refund requests may be reviewed and approved or denied by ConectaGames or the applicable platform, payment provider, or merchant of record.

Submitting a refund request does not guarantee that a refund will be granted.

4.4 Time Limit for Refund Requests

Except where a longer period is required by applicable law, mandatory platform policy, or the rules of the applicable payment provider, refund requests must be submitted within 14 days from the date of purchase.

However, because the Services are digital services that may be made available immediately after purchase, your right to cancel or request a refund may be lost or limited once the corresponding Access Credits, subscription benefits, paid access, or other digital functionality has been delivered, credited, activated, used, consumed, spent, redeemed, or otherwise applied to your account, as described in Section 9 and to the extent permitted by applicable law.

Refund requests submitted after this 14-day period will generally not be eligible for a refund, except where required by applicable law, mandatory platform policy, payment provider rules, or where ConectaGames expressly determines otherwise.

For purchases made through Apple, Google, Amazon, Facebook, Paddle, or another third-party platform or payment provider, different refund deadlines or procedures may apply, and you may be required to submit your request directly through that platform or provider.

4.5 Tax Refunds for Paddle Transactions

Business buyers may request eligible sales tax, VAT, or GST refunds from Paddle within 60 days of the transaction by providing the required tax registration or exemption documentation.

5. Refund Conditions

Refund eligibility depends on the type of payment and the circumstances of the request.

5.1 Paid Access Not Received

A refund or correction may be allowed if:

  1. you completed payment successfully;
  2. the corresponding Access Credits, subscription benefits, or paid access were not made available to your account; and
  3. we are able to verify the failed delivery or failed activation.

If we can provide or restore the missing access, we may choose to do so instead of issuing a refund, except where applicable law requires otherwise.

For purchases processed by Paddle, if ConectaGames fails or unreasonably delays in making the purchased Access Credits, subscription benefits, or paid access available due to technical issues, you may be entitled to replacement access or a refund of the relevant charges in accordance with Paddle’s Buyer Terms, Paddle’s Refund Policy, applicable law, and this Refund Policy.

5.2 Duplicate Purchase

A refund may be allowed for a duplicate purchase if:

  1. the duplicate transaction was made accidentally;
  2. the duplicate purchase was made within 5 minutes of the original purchase;
  3. the access corresponding to the duplicate purchase has not been used, consumed, spent, redeemed, depleted, or otherwise applied; and
  4. the duplicate payment can be verified.

For purposes of this Refund Policy, a “duplicate purchase” means a transaction for the same package, subscription, Access Credits, or paid access made from the same account or payment method within 5 minutes of the previous transaction.

Duplicate purchases may not be refundable if the Access Credits or paid access from the duplicate transaction were used, consumed, spent, redeemed, or otherwise benefited the account.

ConectaGames may, at its discretion, review duplicate-purchase claims made outside the 5-minute period where transaction records, platform records, payment provider records, or technical evidence clearly indicate that the purchase was duplicated due to a technical error.

For purchases processed by Paddle, Paddle’s refund rules and procedures may provide different eligibility requirements.

5.3 Purchase by Mistake

A refund may be allowed for an accidental purchase only if the corresponding Access Credits, subscription benefits, or paid access have not been delivered, credited, activated, consumed, spent, used, redeemed, or otherwise applied in the Services.

Once the paid access has been used, consumed, spent, redeemed, or exchanged for gameplay, participation, access, features, or other Service functionality, the purchase is generally final and non-refundable except where required by applicable law.

5.4 Technical Issues

A refund may be considered where a verified technical issue caused by ConectaGames prevents access to the Services paid for by the user, and where we are unable to provide a reasonable correction, restoration, redelivery, replacement access, or other remedy.

Technical issues must be reported to customer support with sufficient information for us to investigate.

General dissatisfaction, device incompatibility, user error, internet connectivity issues, third-party platform interruptions, temporary service interruptions, or failure to achieve expected gameplay results do not automatically entitle you to a refund.

5.5 Subscriptions

Some Services may offer subscriptions that provide recurring access rights, recurring grants of Access Credits, premium features, or other benefits related to the Services.

Subscription payments are non-refundable except where required by applicable law, mandatory platform policy, or the applicable app store or payment provider rules.

Canceling a subscription prevents future renewals but does not automatically refund amounts already paid. If you forgot to cancel a subscription before renewal, the renewal payment is generally not refundable unless applicable law or platform policy requires otherwise.

Subscriptions purchased through Paddle renew automatically unless canceled through Paddle’s customer portal or another method provided by Paddle. Cancellation generally takes effect at the end of the current billing period. Paddle may send renewal or price-change notices, retry failed payments, or cancel the subscription if payment cannot be collected.

5.6 Free, Rewarded, Promotional, Bonus, or Gifted Access

Access Credits obtained without payment, including through rewarded ads, promotions, gameplay rewards, bonuses, gifts, compensation grants, loyalty rewards, events, or similar mechanisms, are not refundable.

Such Access Credits have no cash value and cannot be exchanged for money, paid credits, refunds, or other compensation.

5.7 Rewarded Ads

If you completed a rewarded advertisement but did not receive the expected free Access Credits, you may contact customer support.

If we are able to verify the failed reward, we may credit the missing free Access Credits or provide another in-Service remedy.

Because rewarded-ad Access Credits are granted without monetary payment by the user, no cash refund will be available for rewarded-ad issues.

5.8 Chargebacks, Payment Reversals, and Failed Payments

If a payment is charged back, reversed, canceled, disputed, refunded by a payment provider, or later determined to be unauthorized, fraudulent, or failed, we may suspend or revoke the corresponding Access Credits, subscription benefits, paid access, account, or Services.

We may also deduct, remove, or cancel Access Credits associated with the disputed payment, and we may suspend or terminate accounts involved in chargeback abuse, fraud, payment manipulation, or unauthorized acquisition of access to the Services.

For Paddle purchases, Paddle may investigate and defend chargebacks or payment disputes. If fraud or abuse is suspected, ConectaGames may suspend access during the investigation and revoke or restrict access if the claim is confirmed.

5.9 Account Suspension or Termination

Users whose accounts are suspended, restricted, or terminated for breach of the Terms of Service, fraud, abuse, misuse of promotions, chargeback manipulation, unauthorized transfers, harassment, unlawful conduct, or other prohibited activity are not entitled to refunds for purchased or unused Access Credits, subscriptions, or paid access, except where required by applicable law.

5.10 Account Deletion or Closure

If you request deletion or closure of your account, you may permanently lose access to your account, gameplay history, Access Credits, subscriptions, entitlements, and associated data.

Account deletion or voluntary closure does not entitle you to a refund for unused Access Credits, subscriptions, or paid access except where required by applicable law.

5.11 Service Changes or Discontinuation

ConectaGames may modify, update, rebalance, suspend, discontinue, replace, or remove Services, features, rules, gameplay mechanics, Access Credits, pricing, access models, or related functionality from time to time.

Refunds are not automatically provided for Service changes, balancing changes, feature updates, changes to the way Access Credits operate, discontinued features, or changes to gameplay mechanics, except where required by applicable law or where ConectaGames expressly determines otherwise.

This does not limit any refund, replacement, cancellation, or mandatory consumer right available under Paddle’s Buyer Terms, Paddle’s Refund Policy, or applicable law.

6. Non-Refundable Circumstances

Except where required by applicable law, refunds are generally not available in the following circumstances:

  1. the paid access was delivered, credited, activated, used, consumed, spent, redeemed, depleted, or otherwise applied;
  2. the Access Credits were obtained for free, through rewarded ads, promotions, gifts, bonuses, events, gameplay, loyalty programs, or goodwill grants;
  3. you changed your mind after purchase, delivery, or use;
  4. you no longer want to use the Services;
  5. you expected different gameplay results, rankings, achievements, outcomes, benefits, entertainment value, or user experience;
  6. you lost gameplay progress, rankings, or Access Credits due to your conduct, account sharing, unauthorized access caused by your failure to secure credentials, or violation of the Terms of Service;
  7. your account was suspended, restricted, or terminated for breach of the Terms of Service;
  8. the purchase was made through a third-party platform that requires refunds to be handled directly through that platform;
  9. you forgot to cancel a subscription before renewal;
  10. the issue relates to temporary downtime, maintenance, third-party platform outages, internet problems, device limitations, or unsupported hardware or software;
  11. you received and used the digital service or paid functionality before requesting a refund;
  12. the refund request is fraudulent, abusive, excessive, unsupported, or inconsistent with transaction or usage records;
  13. the payment was subject to chargeback, reversal, dispute, fraud review, or payment failure; or
  14. you voluntarily deleted, closed, abandoned, or stopped using your account.

7. Effects of Refund

7.1 Refund Method

Where a refund is approved, it will generally be issued to the original payment method or through the original platform, app store, or payment provider used for the purchase, unless otherwise required by applicable law or supported by the relevant provider.

We cannot guarantee that refunds can be issued to a different card, account, wallet, payment method, or person.

7.2 Timing

Refund processing times vary depending on the payment provider, platform, bank, card issuer, app store, or payment method.

Even after we approve or initiate a refund, it may take additional time for the refunded amount to appear in your account.

7.3 Revocation of Access

If a refund is issued, we may remove, deduct, revoke, disable, or cancel the corresponding Access Credits, subscription benefits, paid access, digital features, or related account entitlements.

If refunded access has already been consumed or used, we may adjust the account balance, restrict access, create a negative balance, suspend the account, or take other reasonable steps to prevent unjust enrichment, fraud, abuse, or unpaid use of the Services.

8. Fraud Prevention and Abuse

We reserve the right to deny refund requests, suspend accounts, revoke Access Credits, restrict access, or take other appropriate action where we detect or reasonably suspect:

  1. fraud;
  2. unauthorized payment activity;
  3. chargeback abuse;
  4. refund abuse;
  5. exploitation of promotions or rewarded ads;
  6. manipulation of game systems;
  7. use of bots, scripts, automation, or unauthorized tools;
  8. resale, transfer, or attempted exchange of Access Credits;
  9. account sharing or unauthorized account access;
  10. false refund claims;
  11. use of stolen, unauthorized, or invalid payment credentials;
  12. circumvention of payment mechanisms or access controls; or
  13. any violation of the Terms of Service.

Refund decisions may take into account transaction history, account activity, gameplay logs, technical records, fraud indicators, platform reports, payment provider information, and other relevant evidence.

9. EU/UK and Other Consumer Rights

If you are a consumer in the European Union, European Economic Area, United Kingdom, or another jurisdiction that grants mandatory withdrawal, refund, or cancellation rights, those rights cannot be excluded or limited by this Refund Policy.

EU/EEA and UK consumers may have a 14-day right to withdraw from a purchase. For digital content or digital services supplied immediately, this right may be lost once performance begins, where permitted by applicable law, if you expressly consented during checkout to immediate performance and acknowledged that you would lose your withdrawal right.

Where a purchase is processed by a third-party reseller or payment provider, that provider’s applicable withdrawal and refund procedures may apply. For purchases processed by Paddle, these rights are administered in accordance with Paddle’s Buyer Terms and Refund Policy.

Nothing in this Refund Policy limits any non-waivable rights available under applicable consumer protection law.

10. Your Obligations After Refund or Withdrawal

If a refund, cancellation, or withdrawal is approved, you must stop using the refunded paid access, subscription benefits, Access Credits, or related Service functionality.

You must not attempt to retain, transfer, exploit, spend, redeem, or otherwise benefit from refunded access.

We may remove or disable refunded access and may take reasonable steps to prevent continued use after a refund has been approved.

11. Limitation of Liability

To the fullest extent permitted by applicable law, Web2mil’s total liability arising out of or relating to any purchase, refund request, payment, Access Credits, subscription, or paid access to the Services will be limited as set forth in our Terms of Service.

Nothing in this Refund Policy excludes or limits any liability that cannot be excluded or limited under applicable law.

12. Disputes

This Refund Policy is governed by the same governing law and dispute resolution provisions set forth in the ConectaGames Software as a Service Terms of Service, unless mandatory law requires otherwise.

Before initiating any formal dispute, you agree to contact customer support and provide a reasonable opportunity for the issue to be reviewed and resolved.

For purchases processed by Paddle, disputes concerning Paddle Checkout, Paddle Invoicing, payment processing, tax handling, refunds, chargebacks, cancellations, or Paddle’s merchant-of-record services are governed by Paddle’s Buyer Terms, subject to applicable mandatory law.

13. Changes to This Refund Policy

We may update this Refund Policy from time to time.

Any material changes will become effective when posted, made available through the Services, or otherwise communicated as required by applicable law.

Your continued access to or use of the Services after the effective date of the updated Refund Policy constitutes your acceptance of the updated Refund Policy.

For purchases processed by Paddle, Paddle may separately update its own Buyer Terms, Refund Policy, or related procedures in accordance with Paddle's terms and applicable law.

14. Contact Details

If you wish to submit a refund request, please contact:

Web2mil S.A. – ConectaGames
**Email:** hello@conectagames.com
If you have general questions about this Refund Policy, please contact:

**Email:** soporte@web2mil.com.uy