Refund & Purchase Policy
This policy describes how PUP Sanctuary handles completed digital purchases, deposits, duplicate charges, and platform errors.
Digital game purchases
Purchases of pets, habitats, packages, food, upgrades, and other digital game items are generally final once delivered or consumed, except where a refund is required by applicable law or a confirmed platform error occurred.
Duplicate or incorrect charges
If you believe a platform error caused a duplicate purchase, incorrect balance deduction, or missing item, open a support ticket with the relevant details. Confirmed errors may be corrected through balance restoration, item delivery, reversal, or another appropriate remedy.
Blockchain deposits
A blockchain deposit is a transfer to the account deposit address, not a refundable card purchase. Once confirmed on-chain, blockchain transactions normally cannot be reversed by PUP Sanctuary.
Reward withdrawals
Withdrawal requests may be rejected or cancelled under current platform rules before payout. Where the system provides for a rejected-request refund, the requested Reward PUP is returned to the account. Completed blockchain payouts cannot normally be reversed.
Abuse and mandatory rights
Refund requests involving fraud, exploitation, chargeback abuse, or manipulated transactions may be denied and investigated. Nothing in this policy removes consumer rights that cannot legally be waived in your jurisdiction.