REFUND POLICY – COLLECTGIRLS

Last updated: 5 August 2026

1. SCOPE

This Refund Policy applies to purchases of CollectGirls Coins and other digital products made directly through CollectGirls. CollectGirls currently sells Coin bundles in USD unless another currency is expressly shown at checkout.

2. DIGITAL PRODUCTS AND CHANGE OF MIND

CollectGirls products are digital and may be delivered or used immediately. We do not generally provide refunds for change of mind after Coins or digital items have been delivered, opened, spent, merged, transferred or otherwise used.

This rule does not exclude any right or remedy that cannot lawfully be excluded, including rights under the Australian Consumer Law.

3. RANDOM PACK RESULTS

CollectGirls Coins, including Coins purchased with real money, may be used to open packs that provide random cards, rarities and variants. Pack outcomes are chance-based. The following are not, by themselves, grounds for a refund:

• receiving a duplicate card;
• not receiving a particular card, rarity or variant;
• receiving a lower in-game value than hoped for;
• disliking the appearance or result of a valid pack opening;
• another player receiving a different result;
• future changes to card balance, availability or displayed in-game value.

A remedy may still apply where the pack was not delivered correctly, the published product was materially misrepresented, the system malfunctioned or the law otherwise requires one.

4. WHEN A REMEDY MAY BE AVAILABLE

Contact us where:

• you were charged more than once for the same intended purchase;
• payment completed but the purchased Coins or digital items were not delivered;
• the charged amount did not match the confirmed checkout amount;
• the purchase was unauthorised;
• a technical failure caused an incorrect balance or missing delivery;
• the digital product has a major failure or does not meet an applicable consumer guarantee;
• another remedy is required by law.

Depending on the circumstances, the remedy may include correcting a balance, restoring or replacing a digital item, cancelling a transaction, or providing a full or partial refund.

5. REQUESTING HELP

Email helpcollectgirls@gmail.com and include:

• your account email and username;
• the purchase date, amount and bundle;
• the transaction or receipt identifier;
• a clear description of the problem;
• screenshots or supporting information where available.

Contact us as soon as reasonably possible after discovering the issue. We may request reasonable information to verify the account, payment and delivery records.

6. USED COINS AND OPENED PACKS

We generally cannot provide a discretionary change-of-mind refund after Coins have been spent or packs opened because the digital content and random outcome have already been supplied.

Where a refund is legally required or otherwise approved, we may reverse remaining Coins, cards, marketplace proceeds or other benefits traceable to the refunded purchase where lawful and technically possible.

7. UNAUTHORISED TRANSACTIONS

If you believe a payment was unauthorised, contact us and your payment provider promptly. We may temporarily restrict the affected account, Coins or items while investigating and securing the account.

8. CHARGEBACKS AND PAYMENT DISPUTES

We encourage you to contact us before opening a chargeback so we have an opportunity to investigate and resolve the issue.

Where a chargeback, payment reversal or refund occurs, we may:

• remove Coins or digital items obtained from that payment where lawful;
• place the account into a negative balance where technically supported and lawful;
• temporarily restrict or suspend the account during investigation;
• provide transaction, account and delivery records to the payment provider.

If Coins connected to a reversed payment have already been used in packs or the player marketplace, we may trace and reverse associated in-game economic benefits or restrict spending while the matter is resolved. CollectGirls does not provide cash-out of Coins, cards or marketplace balances.

9. FRAUD AND REFUND ABUSE

We may refuse a discretionary refund where we reasonably believe there has been fraud, knowingly false information, repeated refund abuse, chargeback abuse, account sharing, botting, exploit use, manipulation of the Service or a material breach of the Terms.

This does not remove any right or remedy that cannot lawfully be excluded.

10. PAYMENT PROVIDER REFUNDS

Approved refunds are ordinarily returned through the original payment method. Processing times depend on Stripe or the relevant payment provider, the financial institution and the payment method.

A payment provider may take several business days to display an approved refund. CollectGirls cannot guarantee a bank’s processing time.

11. ACCOUNT CLOSURE, SUSPENSION AND SERVICE CHANGES

Closing an account, losing access because of a rule breach, deciding not to continue playing, or the rotation or retirement of a particular card or pack does not automatically create a refund right.

A remedy may still be available where required by law or expressly approved by CollectGirls.

12. PROMOTIONAL AND FREE COINS

Coins or items granted free of charge, through promotions, compensation, the Daily Wheel or other rewards are not redeemable for cash and are not refundable.

13. AUSTRALIAN CONSUMER LAW

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be excluded under the Australian Consumer Law.

14. CONTACT

Refund and billing enquiries: helpcollectgirls@gmail.com.