Refund Policy

In short

Cash Points are a digital product delivered to your account instantly, so completed purchases are normally final. However, we always refund when something went wrong on our side — a payment that was taken but not delivered, a duplicate charge, or a transaction you did not authorise.

1. When you WILL get a refund

We refund, in full, in these situations:

• Payment taken, nothing delivered. Your payment succeeded but Cash Points were never credited, and we cannot deliver them.
• Duplicate charge. You were charged more than once for the same order.
• Incorrect amount. You were charged a different amount than the package you selected.
• Unauthorised transaction. Someone used your payment method without permission — confirmed with our payment provider.
• Technical fault on our side that made the purchase impossible to use, and that we cannot fix.

Where possible we will first offer to fix delivery (credit the Cash Points you paid for). If you prefer a refund instead of delivery in these cases, tell us and we will refund.

2. When you will NOT get a refund

Refunds are not available where:

• the Cash Points have already been spent or redeemed in-game;
• you simply changed your mind after successful delivery;
• you no longer wish to play, or stop playing;
• you are unhappy with how a cosmetic or convenience item looks or performs, having received what was described;
• the account was suspended or banned for breaching our Terms (for example cheating or payment fraud);
• the purchase was made on the wrong account due to your own selection — though we will usually help move it, see section 3;
• an in-game item is changed, rebalanced, or discontinued as part of normal game operation;
• the request is made more than 7 days after the transaction, unless the law gives you a longer period.

3. Paid on the wrong account?

Contact us with the transaction ID and both account names. If the Cash Points are still unspent, we will normally transfer them to the correct account rather than refund. This is a courtesy correction, not an entitlement, and we may decline it where we suspect abuse.

4. How to request a refund

1. Email [email protected] from the email address registered to your account.
2. Use the subject line Refund request — [your account name].
3. Include: your account name, the transaction / order ID, the date and amount, the payment method, and a short description of the problem.
4. Attach your payment receipt or bank/e-wallet confirmation if you have it.

We may ask for proof that you own the payment method or the account before processing a refund. This protects you against someone else claiming a refund on your purchase.

5. Processing time & method

• We acknowledge refund requests within 1–2 business days.
• Approved refunds are issued to the original payment method — we cannot refund to a different account, card, or wallet.
• Once approved, we submit the refund to our payment provider within 3 business days.
• The funds typically appear within 7–14 business days, depending on your bank, card issuer, or e-wallet provider. That final step is controlled by them, not by us.
• Refunds are made in IDR (Rp). We are not responsible for currency conversion differences or fees charged by your provider.
• When a refund is issued, the corresponding Cash Points are removed from the account.

6. Chargebacks

Please contact us before disputing a charge with your bank — most issues are resolved faster directly. If a chargeback is filed, we will supply our records to the payment provider, and the account may be suspended until the dispute closes. Accounts with fraudulent chargebacks may be permanently closed.

7. Contact

Star Realm Entertainment
Jl. Tomang Raya No. 25
Email: [email protected]
Support hours: Monday–Friday, 09:00–18:00 WIB

Payments are processed by iPaymu and other licensed providers. Nothing in this policy limits your statutory consumer rights under the laws of the Republic of Indonesia.