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A detailed explanation of www.empiregames.in's (the "App" or "Ludo Empire") Refund and Cancellations Policy is given below:
User Refund Request
In cases of accidental or erroneous cash credits to any party, user or company, we (the App) can independently or you can request a refund within two weeks of initiating the transaction. Ludo Empire will process the refund if it is a genuine case of accidental or erroneous cash credit, which is clear from your request or after our own independent investigation. The refund amount will be credited within two weeks to the financial instrument/ payment platform that was used to make the corresponding transaction.
Account Cancellation
In the event you would like to cancel your subscription with Ludo Empire, please write to us at [email protected] from your registered email ID. Your win wallet and main wallet balance (called 'account balance') will then be refunded to the payment method of your choice. Please be informed that certain payment methods may attract additional processing fees that will be deducted from your account balance. We'll also deduct all kinds of bonuses or incentives we ever offered you from your account balance. Because you're cancelling your account with us, we'll have to deactivate the same to prevent you from participating in any of our contests. If you however would like to become a member with us again in future, feel free to contact us first.
Technical Issues
We trust our product so much that we 100% guarantee to refund your money either due to an error or mistake in the transaction or in case you end up having to lose any of our contests solely because of technical problems in our App. We however will need sufficient evidence from you to investigate the issue, upon investigation, if it is proved that the error/issue is technical we'll refund you. Since we strive to make our product the best, we might ask questions to gather your feedback on the error and reproduce the same. Please make sure to provide a valid payment method with sufficient details for us to process your refund. The onus of providing accurate/valid bank/UPI/online wallet ID/credit/debit card details is with you. We'll provide you with the refund transaction and reference number thereof in an email sent to you shortly after the refund transaction is successfully submitted at our end. Please allow 48 hours to receive the refund, in case you still have not received the refund, please contact us immediately. Only the entry fee of the contest deducted from your wallet/account will be refunded but not the total estimated winning amount of the contest under the assumption that the requested user has the highest probability of winning the contest, therefore the maximum refund will be your entry fee deducted from your wallet.
Service Disruption
Ludo Empire is not responsible for any loss resulting from the cancellation of any games due to service outages caused by the failures of our service providers, computer viruses, natural disasters or any other reason that is beyond our control. You acknowledge that you will not be entitled to any refund due to the cancellation of games caused by factors that are beyond the reasonable control of Ludo Empire.
Failed Account Validation
Ludo Empire has the right to check or validate the personal information of the players from time to time. The process of validation can be done through a phone call or via email. If we are not able to get in touch with you at first, several attempts will be made to establish contact with you. In the event that the validation is unsuccessful, or we are unable to contact you after making all possible attempts, we reserve the right to suspend your account and refund the amount lying in your account to the financial instrument/payment platform that you used to make the payment online.
Cancellation of Promotions
Ludo Empire contests, offers, bonuses, tournaments and games may get cancelled or discontinued at any moment without any prior notice. Ludo Empire disclaims any liability, except the refund of the entry fee wherever applicable.
Voluntary Account Termination
You may cease to use our gaming services and terminate your account by emailing us at [email protected] with a clear explanation of your intention and duration from 48 hours to 6 months. After evaluating your case, at our discretion, www.empiregames.in will refund your account balance minus any bonuses, incentives or promotional offers credited to your account within 10 working days and terminate your account. Please note, that any account actions you take after emailing your request for terminating your account, including, but not limited to, playing cash games, tournaments, depositing and withdrawing money, will be deemed as actions taken solely by you and Ludo Empire shall not be responsible for your actions.
Forfeiting Inactive Account
If your account has been inactive for over 365 days and has an unused balance, Ludo Empire shall remind you two times to activate your account. To activate your account, you must log in and use your cash balance by playing a cash game. After the reminders, if you do not activate your account. your cash balance shall be forfeited to Ludo Empire. All reminders shall be sent to the email or phone number listed on your profile, as part of the account details and information you submitted to Ludo Empire. Any account found in breach of our Terms and Conditions shall receive no reminders, and the unused funds in such account shall be subject to the terms of our Breach and Consequences policy.
Contact Our Support
Ludo Empire support team is available to assist you, so please write to us at [email protected] from your registered email ID and share your concern or issue, our representative will reach out to you to resolve the matter.