Seller: Sole proprietor Koziy Andrey Anatolyevich, INN 472600391500, OGRNIP 325774600178529. Tax regime — the simplified taxation system ("Income").
Support: support@misteriavale.com (first response within 3 working days).
Permanent address of the document: https://misteriavale.com/legal/refund/
1.1. This Policy sets out the procedure for payment, for crediting the in-game resource "Mana", the actions to be taken in the event of technical failures, and the refund procedure in the browser game Misteria Vale (hereinafter the Game), available at misteriavale.com.
1.1.1. This Policy applies to purchases made on the Website. If Mana was acquired through a third-party platform whose facilities were used for the settlement, the refund of money is carried out under that platform's rules and by its means; the Seller does not make such a refund and does not issue a cash receipt for it. The consequences of a refund for the Mana itself are nevertheless the same across all channels: the returned quantity of Mana is withdrawn from the account, and if it has already been spent, the balance becomes negative and the paid functionality is unavailable until it is topped up (section 10).
1.2. By buying a Package, the User obtains a non-exclusive limited right to use the additional functionality of the Game in the amount expressed in units of the in-game resource "Mana". The right is deemed granted from the moment the corresponding quantity of Mana is credited to the User's account. Detailed terms are in the Public Offer (https://misteriavale.com/legal/offer/).
1.3. Mana is an in-game resource. Mana is not money or electronic currency, has no independent value outside the Game and is used only for the Game's functions; the full list of Mana's properties is set out in the Public Offer.
1.4. This Policy is an integral part of the Game's set of documents. By placing an order the User confirms agreement with the edition of the Policy in force; the edition version, the date and the time of acceptance are recorded in the order.
1.5. The terms of each order (the contents of the Package, the price, the versions of the documents) are fixed at the moment the order is placed and do not change afterwards. Subsequent changes to the catalogue of Packages or to the editions of the documents do not extend to orders already placed.
2.1. Payment is accepted by the following methods:
2.2. Payment is made on the bank's secure payment page. When paying by bank card, 3-D Secure payment authentication is applied (where it is supported by the card-issuing bank).
2.3. The Seller does not collect or store bank card details. Payment details are entered exclusively on the bank's side.
3.1. All settlements are made in Russian roubles (RUB).
3.2. The list of Packages, their face values in units of Mana and their prices are published in the catalogue of Packages on the Game's website. Prices and face values may change; changes apply only to orders placed after the changes are published (see clause 1.5).
3.3. The price in force at the moment the order was placed is reflected in the order and in the fiscal receipt.
4.1. Money is debited by the bank at the moment the User performs the payment operation on the bank's payment page (confirmation of payment through SBP or by card).
4.2. The Seller does not control the moment of debiting on the side of the User's bank; the actual moment at which the operation is reflected in the User's account is determined by the rules of that bank.
5.1. Mana is credited to the User's account only after the bank confirms the payment — on the basis of the bank's signed notification or the result of a payment status request through the bank's official interface.
5.2. The User's return to the Game's website after the payment page is not a ground for crediting Mana: the "payment successful" page is informational, and it is the bank's confirmation that is legally significant.
5.3. Under normal conditions crediting takes place within a few minutes of payment. If Mana is not credited, the procedure in section 8 applies.
6.1. A fiscal receipt is issued for every payment in accordance with the legislation of the Russian Federation on the use of cash register equipment.
6.2. The receipt is sent to the email address given by the User in the purchase form. That address is used to send fiscal receipts (including the refund receipt) and is not used for advertising messages unless the User has given separate voluntary consent to receive news about the Game.
6.3. The receipt states the name of the item (the right to use the additional functionality of the Game, specifying the Package), the quantity, the price, the Seller's details and the order number.
6.4. When money is refunded, a refund receipt is issued and sent to the same email address.
The procedure for crediting and accounting for Mana is secured by the following technical measures:
8.1.1. If money has been debited but Mana has not been credited within a reasonable time, the status of the order is requested from the bank automatically (see clause 7.3); once payment is confirmed, Mana is credited automatically.
8.1.2. Such orders are additionally identified during regular reconciliation with the bank. The User is entitled at any time to contact support, quoting the order number.
8.2.1. If money has been debited more than once for a single order, the duplicate payment is refunded to the User to the original payment instrument.
8.2.2. If Mana was credited in excess in respect of the duplicate payment, the excess Mana is cancelled.
8.3.1. If payment has been confirmed by the bank but Mana has not been credited and automatic crediting did not work, following reconciliation one of two things is done — at the User's choice:
9.1. If the paid additional functionality of the Game was not provided or was provided with a technical defect (for example, an in-game action was not performed while Mana was charged), the Seller, following a check of the operations log:
9.2. The method of remedy is chosen having regard to the nature of the defect and the User's wishes; where a defect is confirmed, a refund of money may not be replaced by another method against the User's will.
10.1.1. This Policy does not limit the User's rights established by the legislation of the Russian Federation on the protection of consumer rights. A refund of money is always possible where the paid functionality was not provided, where there is a technical defect, or where a charge was made in error.
10.1.2. Money is refunded to the original payment instrument — the one by which payment was made. If a refund to the original payment instrument is impossible (it is closed or unavailable), the refund is made by another lawful method as agreed with the User.
10.1.3. When money is refunded, the corresponding Mana is cancelled (in full or in the corresponding part — see below). The cancellation of Mana is reflected in the operations log.
10.1.4. Free (bonus) Mana is accounted for separately from Mana obtained under paid Packages and is spent first. Refunds do not concern free Mana and have no effect on it.
10.1.5. If at the moment of cancellation the Mana has already been spent in part or in full, the Mana balance may become technically negative; in that case the paid functions of the Game are unavailable until a non-negative Mana balance is restored.
10.2.1. If the Mana from a paid Package has not been used, the User is entitled to apply for a refund. After the actual expenditure of Mana has been reconciled against the operations log, the refund is made: all the Mana of the Package is cancelled and the money is refunded in full to the original payment instrument.
10.2.2. On a full refund, access to the paid functionality of the Game opened by that purchase is also withdrawn.
10.2.3. A refund for a wholly unused Package is granted on the User's application without any need to give reasons. Making an application is the way in which the User exercises the right to withdraw from the contract provided for by Article 32 of the Law of the Russian Federation "On the Protection of Consumer Rights"; the Seller's actually incurred expenses correspond to the value of the Mana spent, and therefore where the Package is wholly unused the entire sum paid is subject to refund.
10.3.1. The actual expenditure of Mana is evidenced by the operations log.
10.3.2. After the actual expenditure of Mana has been reconciled against the operations log, a partial refund is made by the following method: Mana is cancelled in proportion to the share of the sum refunded in the price of the Package; fractional values are rounded in the User's favour (the smaller whole quantity of Mana is cancelled).
10.3.3. On a partial refund, access to the paid functionality of the Game opened by that purchase is retained.
10.3.4. Example of the calculation. A Package with a face value of 100 units of Mana was bought for 400 ₽; by the time of the application 30 units had been spent. The value of the part actually used is 400 ₽ × 30/100 = 120 ₽; the sum subject to refund is 280 ₽. The Mana to be cancelled is 100 × 280/400 = 70 units. If the calculated quantity of Mana to be cancelled comes out fractional (for example, 70.4), the smaller whole number of units is cancelled (70) — the rounding is done in the User's favour.
10.4.1. Additional functionality of the Game duly provided and fully used is not subject to refund merely because the User has changed their mind.
10.4.2. This rule does not limit refunds where the functionality was not provided, where there is a technical defect, or where a charge was made in error (clause 10.1.1) — such refunds are possible regardless of the extent to which Mana has been used.
10.5.1. On a full refund of money under an order: all the Mana of the corresponding Package is cancelled; access to the paid functionality of the Game opened by that purchase is withdrawn; where the Mana has already been spent, clause 10.1.5 applies (a technically negative balance).
10.6.1. Deletion of the Account at the User's initiative is a withdrawal by the User from the contract as regards the unused balance. Before deletion is confirmed, the User is shown the Mana balance and is offered the choice of spending it or requesting a refund. On deletion of the Account the Mana balance is cancelled; the right to claim a refund of the value of unused paid Mana is retained, and an application for a refund may be made after the Account has been deleted as well (clause 10.6.2).
10.6.2. The value of unused paid Mana is subject to refund; the money is refunded to the original payment instrument. The application is sent to the support address (support@misteriavale.com) quoting the order number; records of orders, payments and Mana movements are retained after the Account is deleted, which makes it possible to consider an application made after deletion of the Account as well. Refunds do not extend to free Mana (clause 10.1.4).
10.7.1. Should a decision be taken to discontinue the Game, a notice is published on the website and in the Game's interface at least 30 calendar days in advance; in addition, a notice is sent to the email address given by the User at purchase or in the settings, where there is one. The sale of Packages ceases from the moment the notice is published.
10.7.2. The value of unused paid Mana is refunded in money on the User's application to the original payment instrument; refunds do not extend to free Mana.
11.1. A chargeback is a dispute raised by the User over a payment under the rules of the payment systems.
11.2. On receipt of notice of a chargeback in respect of an order, the Mana credited under the disputed payment is blocked for the duration of the dispute; while it is blocked it cannot be spent. Mana is cancelled only upon the outcome of the dispute, if the money has in fact been returned to the payer; in that case, where the balance is insufficient, a technically negative balance arises (clause 10.1.5), and access to the paid functionality of the Game opened by that purchase is withdrawn. If the chargeback is rejected, the block is lifted and the Mana is restored.
11.3. For the purposes of the dispute, evidence may be provided to the bank: the record of acceptance of the documents (version, date, IP address), the log of Mana crediting and spending, the fiscal receipt, the order number.
11.4. A chargeback is not the principal way of resolving payment problems: contacting support with the order number as a rule leads more quickly to Mana being credited or money being refunded.
12.1. Support channel: support@misteriavale.com. The enquiry must state the order number (in the Game's interface — the "order code" in the purchase history; it is also stated in the payment reference and in the fiscal receipt) and a description of the problem.
12.2. The first response from support — within 3 working days of receipt of the enquiry.
12.3. Monetary claims are satisfied within the time limits established by the legislation on the protection of consumer rights. Refunds of money are made within the time limits established by the legislation of the Russian Federation on the protection of consumer rights, running from the moment the User's demand for a refund is received. The actual time for the money to reach the User's account additionally depends on the bank and the payment system.
13.1. The edition of the Policy in force is permanently available at https://misteriavale.com/legal/refund/. Each edition has a version number and an effective date; the archive of previous editions is published on the website.
13.2. A new edition applies to orders placed after its effective date. To orders placed earlier, the edition recorded in the order at the moment of acceptance applies.
13.3. On matters not governed by this Policy, the Public Offer, the Terms of Use and the legislation of the Russian Federation apply.
13.4. The Policy is drawn up in Russian. Where a translation into another language appears, the Russian version prevails: the translation is for reference only and does not create rights or obligations of its own.