Refund Policy

1. All purchases go through Google Play

Sanom Ludo is free to download and play. Purchases inside the game — coins, diamonds and cosmetic items — are optional, and every one of them is processed by Google Play Billing.

We never receive, handle or store your card, bank or payment details. Google is the merchant of record for your purchase. That also means we cannot issue a refund directly to your payment method — only Google can.

2. Refunds are handled by Google Play

Refund requests are decided by Google under Google Play's refund policy. Google's policy — not ours — determines whether a purchase is refundable and within what time limit.

To request a refund from Google:

1. Open Google Play
   Go to your Google Play order history, on the web or in the Play Store app.
2. Find the purchase
   Locate the Sanom Ludo order you want refunded.
3. Request a refund
   Select Request a refund or Report a problem, choose the reason that fits, and submit. Google will tell you the outcome by email.

3. If a purchase was charged but the items did not arrive

This is different from a refund, and it is something we can fix directly. If Google charged you but the coins, diamonds or item did not appear in your account:

1. Close and reopen the game — delivery sometimes completes on the next launch.
2. If it is still missing, write to support@sanomludo.com and include:
   • your in-game name;
   • the Google Play order number (it starts with GPA. and is in your order history and in Google's receipt email);
   • what you bought, and the date.

We verify the transaction and, where the purchase is confirmed and undelivered, credit the items to your account. We aim to do this within 2–3 business days. You do not need a refund for this — you get what you paid for.

4. What is not refundable

Subject always to your rights under applicable consumer law and to Google Play's policy:

• Virtual items that have been used or consumed. Coins spent in matches, tournament entries already played, and items already equipped are generally not refundable.
• Losses in the game. Coins lost in a match are a game outcome, not a fault, and are not refunded.
• Accounts terminated for breach of our Terms of Service — for example for cheating or collusion. Virtual items on a terminated account are not refunded.
• Accounts you delete yourself. Deletion is permanent, and balances and items are not refunded. Please spend or consider your balance before deleting — see Delete your account.

5. Virtual items have no cash value

Coins, diamonds and all in-game items are a limited licence to use inside the game. They have no real-world monetary value, cannot be exchanged or cashed out, and cannot be transferred outside the game. Nothing in this policy creates a right to withdraw money from the game. See section 8 of our Terms of Service.

6. Unauthorised or accidental purchases

If a purchase was made on your device without your permission — for example by a child — report it to Google Play using the process in section 2, and also write to us so we can help. We recommend turning on purchase authentication in the Play Store to require a password or biometric for every purchase.

7. Your legal rights

Nothing in this policy limits any refund, cancellation or other right you have under the consumer law of the country where you live. Where that law gives you a stronger right than this policy or Google Play's policy, that right applies.

8. Contact us

For any purchase problem, write to support@sanomludo.com. Include your in-game name and the Google Play order number, and we will look into it. We aim to reply within 2–3 business days.

SANOM DEVELOPERS (SMC-PRIVATE) LIMITED
Muhallah Rashid Park, Bucheki, District Nankana Sahib, Punjab 39130, Pakistan