Apple App Store
Apple determines eligibility and processes refunds for purchases billed through Apple. Arcnova cannot approve an Apple refund or accelerate Apple's review.
Legal · Purchases
Refund Policy
Effective Date: July 24, 2026
This Refund Policy applies to eligible purchases made through the Apple App Store, Google Play, or Arcnova's web checkout provided by Paddle. Refund eligibility, request deadlines, review procedures, and processing times may vary according to the original purchase channel, the applicable payment provider's rules, and mandatory consumer protection laws.
1. Scope and applicable rules
This Policy supplements the Arcnova Terms of Service. Nothing in this Policy limits any non-waivable rights available under applicable consumer protection law. For questions about where and how to submit a refund request, this Policy is Arcnova's most current statement. If this Policy conflicts with mandatory law or the refund rules of the payment provider that processed the original purchase, the mandatory law and the applicable provider rules will prevail.
2. Choose your original purchase channel
A refund request must normally be submitted through the same channel used to complete the purchase. Check the receipt or order confirmation if you are unsure which channel you used.
Google Play
Google Play or the app developer may review eligible purchases under Google Play's rules. Eligibility varies by product, timing, payment method, and location.
Paddle checkout
Paddle is the authorized reseller for purchases completed through Arcnova's web checkout. Web refund requests are reviewed under Paddle's Buyer Terms, Refund Policy, and applicable law.
3. Request and processing periods
| Channel | Current timing guidance |
|---|---|
| Apple App Store | Submit your request promptly through Apple. Apple states that an update is usually available within 24–48 hours. If approved, the time for funds to appear depends on the payment method. |
| Google Play | Request deadlines and eligibility vary under Google Play's rules. Google states that a decision typically takes 1–4 days and most approved refunds are processed within 10 business days. Unauthorized Google Play charges should generally be reported within 120 days. |
| Paddle web checkout | Paddle may consider a discretionary refund when requested within 14 calendar days of the transaction, but submission within 14 days does not guarantee approval. Paddle currently states statutory periods of 14 days for certain transactions in the EU/EEA, Switzerland, the UK, Turkey, and Israel; 7 days in South Korea, Brazil, China, and Canada; and 5 days in Singapore. If approved, Paddle states that eligible refunds are processed to the original payment method where possible and within 14 days of approval. |
Provider rules may change and regional exceptions may apply. Review the provider's policy in effect on the date of your transaction. Any longer or more favorable period required by applicable law will apply.
4. Eligibility and virtual currency adjustments
Purchases, consumed or expired virtual currency, and content or rewards unlocked using virtual currency are generally non-refundable. However, a refund may still be available where required by applicable law or permitted under the rules of the payment provider used for the original purchase. Each request is reviewed under the rules applicable to that transaction. If a refund is approved, Arcnova may, to the extent permitted by applicable law and provider rules, deduct or cancel the Diamonds, bonuses, virtual items, access, or other benefits associated with the refunded transaction. If the relevant benefits have already been used, Arcnova may adjust the account balance or access associated with the refunded purchase. Suspected fraud, duplicate recovery, chargeback abuse, or other misuse may result in temporary restrictions while the matter is reviewed.
5. If the provider route is unavailable or unsuccessful
If you are unable to submit or complete a refund request through the payment provider used for your original purchase, or if you cannot identify the purchase channel, contact Arcnova Support at hellotimes2026@gmail.com. After receiving all information reasonably required to review the issue, Arcnova will complete its internal review and provide a resolution or a substantive status update within thirty (30) calendar days. This 30-day period applies only to Arcnova's customer-support handling process. It does not extend a provider refund deadline, guarantee approval, or replace the review procedures and payment timelines of Apple, Google Play, or Paddle.
Include the following information
- Your Arcnova UID and contact email
- The original purchase channel
- The order number or receipt reference
- The purchase date, amount, and a short description of the issue
- A screenshot of any error or unsuccessful refund result, if available
Do not send passwords, verification codes, full payment-card numbers, CVV codes, or banking credentials.
6. Minors and unauthorized purchases
The Services are not intended for users under the age of 17. A parent or legal guardian who identifies an unauthorized purchase by a minor should submit a request promptly through the original purchase channel. If the provider route is unavailable or additional account verification is required, contact Arcnova Support and provide proof of guardianship and the relevant transaction information. For other unauthorized transactions, follow the reporting process of the original payment provider without delay. Google Play currently states that unauthorized Google Play charges should generally be reported within 120 days of the transaction.
7. Account deletion and refunded purchases
Deleting an Arcnova account does not automatically create, submit, cancel, or approve a refund request. Complete any refund request through the original purchase channel before deleting the account and keep a copy of the receipt and request confirmation. Account deletion may make it more difficult for Arcnova to verify account-level delivery or usage information.
Important: Refund eligibility and final payment processing remain subject to the rules of the provider used for the original purchase and applicable law. Arcnova Support can investigate account and delivery issues, but cannot guarantee that Apple, Google Play, or Paddle will approve a refund.