Refund and Cancellation Policy

Introduction

At 89Prime, we strive to provide exceptional personalized game creation services that help you create unique, memorable experiences for your loved ones. This Refund and Cancellation Policy ("Policy") outlines the terms and conditions governing refunds, cancellations, and related processes for our Services. This Policy forms an integral part of our Terms of Service and should be read in conjunction with our Privacy Policy.

We believe in transparency and fairness in our billing practices. This Policy is designed to protect both your interests as a customer and our business operations, while ensuring compliance with Indian consumer protection laws and payment gateway requirements.

By purchasing credits or using our Services, you acknowledge that you have read, understood, and agree to be bound by the terms of this Policy.

1. Overview of Services and Billing

1.1 Our Services

89Prime offers personalized game creation services that allow you to:

• Create Personalized Jigsaw Puzzles: Transform your photos into interactive jigsaw puzzles that can be shared with loved ones.
• Create Runner Games: Turn photos into playable characters in exciting runner games with custom messages and occasions.
• Create Racer Games: Design personalized racing games featuring your photos as the main character.
• Share Games: Generate unique links to share your personalized games via email, text, or social media.

1.2 Credit-Based Billing System

We operate on a credit-based system where:

• Credit Packages: We offer flexible credit packages starting at INR 10 for 10 credits, INR 40 for 50 credits, and INR 75 for 100 credits.
• Game Creation Cost: Each game creation (puzzle, runner, or racer) uses 1 credit from your account.
• One-Time Purchases: Credits are purchased as one-time transactions with no recurring billing or subscriptions.
• Credit Validity: Credits do not expire and remain available in your account until used.

2. Refund Policy

2.1 Eligibility for Refunds

We offer refunds under the following circumstances:

• 7-Day Money-Back Guarantee: New customers are eligible for a full refund within 7 days of their credit purchase if they are not satisfied with our Services, provided no credits have been used.
• Service Unavailability: If our Services experience significant downtime (exceeding 24 consecutive hours) or critical features are unavailable for an extended period, affecting your ability to create or access games, you may be eligible for a prorated refund for the affected period.
• Billing Errors: If you have been incorrectly charged or overcharged due to a system error, you will receive a full refund for the incorrect amount.
• Failed Game Creation: If a game creation fails due to technical issues on our end and credits were deducted, we will refund the credits or provide a replacement game creation.

2.2 Non-Refundable Scenarios

Refunds will not be issued in the following cases:

• After the 7-day money-back guarantee period has expired.
• For credits that have already been used to create games, regardless of whether the games were played or shared.
• If the account has been suspended or terminated due to violations of our Terms of Service.
• For games that were successfully created but the recipient did not enjoy or use them.
• For issues related to photo quality, personal preferences, or recipient feedback about the games.

3. Account and Credit Management

3.1 Credit Usage and Management

Credits in your account are managed as follows:

• Credit Deduction: Credits are automatically deducted when you create a game (puzzle, runner, or racer).
• Credit Balance: You can view your current credit balance in your dashboard at any time.
• Credit Purchase: You can purchase additional credits at any time through our pricing page.
• No Expiration: Credits do not expire and remain available until used.

3.2 Account Deletion

You may request account deletion at any time by contacting our support team. Upon account deletion:

• All unused credits will be forfeited and are non-refundable.
• All created games and associated data will be permanently deleted.
• Your personal information will be removed in accordance with our Privacy Policy.

3.3 Data Retention

We retain your data in accordance with our Privacy Policy and data retention practices. You may request the deletion of your data by contacting our support team.

4. Refund Process

To request a refund:

1. Contact our customer support team at support@89prime.com with the subject line "Refund Request."
2. Provide your account details, the reason for requesting a refund, and any relevant information or documentation.
3. Our team will review your request within 3-5 business days and determine eligibility based on this Policy.
4. If approved, refunds will be processed to the original payment method used for the purchase.

Please note that refund processing times may vary depending on your payment provider and can take 5-10 business days to appear in your account.

5. Changes to This Policy

We reserve the right to modify this Policy at any time. Changes will be effective immediately upon posting on our website. For significant changes, we will provide notice through our website or via email. Your continued use of our Services after such modifications constitutes your acceptance of the updated Policy.

6. Contact Information

If you have any questions about this Refund and Cancellation Policy, please contact us at support@89prime.com.