1. Overview
The payment platform identified on a receipt normally controls transaction processing and refund eligibility. Mandatory consumer rights under applicable law remain unaffected. This page provides general company support and does not replace purchase-specific terms shown at checkout.
2. Purchases through a platform or app store
If Apple, Google, or another platform appears as the merchant, use that platform’s order history and refund process first. The platform controls the payment method and may make the final refund decision. If the platform directs you to the developer, email us with the platform name, order number, purchase date, amount, and reason for the request. Do not send complete payment-card details.
3. Purchases processed by REALM DATA LIMITED
If a receipt identifies REALM DATA LIMITED as the merchant, contact us with the receipt and a clear description. We will review the applicable purchase terms, whether the benefit was delivered or consumed, relevant legal rights, and evidence of technical failure, fraud, or abuse. Approved refunds are returned to the original payment method where possible.
4. Subscriptions
Deleting software or stopping use does not necessarily cancel a subscription. Use the subscription-management controls provided by the payment platform or service before the renewal date. Cancellation generally stops future renewals and does not automatically refund a completed billing period unless required by law or the applicable platform policy.
5. Duplicate, missing, or failed transactions
For duplicate charges, missing purchased benefits, incorrect amounts, failed renewals, or receipt questions, contact us with the transaction reference and screenshots that do not expose sensitive payment credentials. We may coordinate with the relevant platform or payment provider to validate the transaction.
6. Unauthorized charges
If you do not recognize a charge, secure the relevant account, review family or shared-device purchases, and contact the payment provider or financial institution promptly. Also notify our team with the transaction reference so we can investigate activity associated with our systems.
7. Processing times
Review and settlement time varies by payment provider, financial institution, region, and transaction type. An approved refund may take additional business days to appear on the original payment method.
8. Contact billing support
Billing and transaction inquiries
REALM DATA LIMITED
Include the platform, order number, date, amount, and issue.