Refund Policy
This Refund Policy applies to virtual currency, virtual gifts, virtual items, and other digital content or services provided directly by Hong Kong Imoyu Technology Co., Limited (hereinafter referred to as "we" or "us") within Hawk (hereinafter referred to as "the App") and on the official website https://www.yiyaapp.net/.
Please read this Refund Policy carefully before making a purchase. Your statutory consumer rights are not limited by this policy. In the event of any inconsistency between this policy and the mandatory laws of your country or region, app store rules, or payment service provider rules, the applicable mandatory provisions shall prevail.
1. Scope of Application
This policy applies to the following purchases:
- Virtual currency purchased within the App or on the official website, such as gold coins, diamonds, or other virtual credits usable only within the App;
- Virtual gifts, avatar frames, entry effects, membership privileges, and other digital items obtained by redeeming or purchasing with virtual currency;
- Purchases completed through payment channels supported by us.
2. Definitions
- Virtual Currency: Digital units usable only within the App; they do not constitute legal tender, do not accrue interest, and—unless otherwise provided by law—cannot be exchanged for cash, withdrawn, or transferred between different applications.
- Virtual Items: Digital gifts, decorations, special effects, membership privileges, or other virtual content obtained through purchase, redemption, events, or gifting.
- Used or Consumed: Includes, but is not limited to, using virtual currency to purchase items, gifting items to other users or streamers, activating privileges, participating in paid features, or instances where the virtual item has already produced its corresponding display or service effect.
- Unused Balance: Virtual currency that has been successfully credited to your account but has not yet been redeemed, gifted, transferred, consumed, or used.
- Order: A transaction record corresponding to a single payment, identified by the order number, payment channel transaction ID, and payment record.
3. General Refund Principles
1. Virtual currency and virtual items are digital content delivered instantly. Upon completion of a purchase, we generally credit the relevant content to your account immediately. 2. Refunds are generally not supported for virtual currency or virtual items that have already been successfully delivered and used (in whole or in part), unless expressly permitted by this policy, required by applicable law, or if the digital content is defective.
3. For purchases that meet refund criteria and remain unused, we will review the request in accordance with this policy; upon approval, we will reclaim the corresponding virtual currency, bonus credits, and related benefits.
4. If the laws of your country or region require your express consent prior to the immediate provision of digital content—and require acknowledgment that immediate delivery may affect your right of withdrawal—we will obtain such acknowledgment separately on the payment page. Failure to obtain such acknowledgment as required by law does not affect the rights you enjoy under local law.
5. The suspension or termination of an account does not automatically entitle the user to a refund, nor does it absolve us of liability in situations where a refund is required by applicable law.
4. Circumstances Eligible for Refund
Subject to compliance with this policy and applicable law, refunds may be requested in the following circumstances:
4.1 Duplicate Charges
Two or more substantially identical charges occur for the same purchase due to system or payment channel malfunctions, and all duplicate orders are successfully paid. We may process refunds for verified duplicate orders and reclaim any corresponding virtual currency or items that were issued in duplicate and remain unused.
Please submit your request within 30 calendar days of the transaction date.
4.2 Payment Successful but Items Not Received
The payment channel indicates a successful charge, but the corresponding virtual currency or virtual items have not been credited to your account. We will prioritize verifying the order and re-issuing the items; if delivery cannot be completed after verification, we will process a refund for eligible orders.
Please submit your request within 30 calendar days of the transaction date. We recommend contacting us immediately upon discovering the issue.
4.3 Defective Digital Content or Significant Discrepancy with Purchase Description
The purchased virtual item is unusable, a core function suffers from a persistent malfunction, or the delivered content differs significantly from the product description displayed prior to payment, and we are unable to rectify the issue or re-deliver the item within a reasonable timeframe.
Please contact us as soon as the issue is discovered and, in principle, submit your request within 30 calendar days of the transaction date; where applicable law stipulates a longer period, that period shall apply. 4.4 Unauthorized Transactions
If you believe an order was not placed by you or by someone authorized by you, please immediately change your account password, secure your payment account, and contact us and the relevant payment service provider as soon as possible.
The reporting period for unauthorized transactions shall be the longer of the periods stipulated by applicable law, the payment channel, or the card issuer; this policy does not curtail any rights to dispute a charge or request a chargeback that you are entitled to by law. For Google Play orders, please also submit a report in accordance with the unauthorized transaction procedures currently in effect for Google Play.
4.5 Accidental Purchases with Unused Content
If you purchase virtual currency or virtual items by mistake, you may submit a refund request within 14 calendar days of the transaction date, provided that the following conditions are met:
- The virtual currency, virtual items, and any bonus content associated with the order remain completely unused or unconsumed;
- Your account retains a sufficient balance or entitlement to allow for the full recovery of the purchased items;
- The order is free from fraud, arbitrage, malicious refund requests, or other forms of abuse; and
- The refund is not prohibited by applicable law, app store rules, or payment channel rules.
Refunds for accidental purchases are subject to review; not all requests will be automatically approved. If applicable law grants you broader rights of withdrawal or refund, those legal provisions shall prevail.
4.6 Refunds Required by Law, App Stores, or Payment Channels
If a refund is required by applicable law, a court, a regulatory body, Google Play, a card issuer, a card network, or a payment service provider, we will process the refund in accordance with such requirements and take necessary measures to recover, freeze, or adjust the relevant virtual assets. 5. Circumstances Where Refunds Are Generally Not Supported
Unless otherwise provided by applicable law, refunds are generally not supported in the following circumstances:
- Virtual currency has been fully or partially used to purchase, exchange, or gift virtual items or props;
- Virtual gifts have already been gifted to other users, streamers, or rooms, and have resulted in display, interaction, or revenue generation;
- Avatar frames, special effects, membership privileges, or other virtual items have been activated or used;
- Requests based solely on a change in personal preference, failure to meet subjective expectations, or the item no longer being needed after purchase;
- Requests for price adjustments or refunds due to the end of a promotion, price changes, exchange rate fluctuations, or subsequent promotional offers;
- Virtual currency and props obtained for free, awarded through events, received as promotional rewards, or included as bonuses with a purchase;
- Requests made after the application deadline specified in this policy, where no exceptions under applicable law apply;
- Transactions resulting from the user voluntarily providing their account, verification code, or payment information to others (though we may still investigate based on the specific facts, payment channel rules, and applicable law);
- Submission of false information, forged documentation, duplicate claims, or engaging in arbitrage via refunds;
- The relevant order has already been fully refunded, or the cumulative partial refund amount equals the actual amount paid.
6. Information Required to Submit a Refund Request
To facilitate verification, please provide:
- Your User ID for this App;
- Order number or payment channel transaction ID;
- Date and approximate time of purchase;
- Payment amount and currency;
- Payment channel used;
- Reason for the refund request;
- Proof of payment or screenshots illustrating the issue;
- Other information reasonably requested by us to verify account ownership or the authenticity of the transaction.
Please mask full bank card numbers, ID document numbers, and other irrelevant sensitive information in any screenshots. We will only collect information necessary for processing the refund and will handle it in accordance with our Privacy Policy.
7. Review Process and Processing Timeframes
1. Application Acknowledgment: We generally send an acknowledgment of receipt within one business day of receiving a complete application.
2. Preliminary Review: Preliminary review of the refund request is generally completed within five business days after all required information has been received. 3. Complex Cases: Cases involving unauthorized transactions, cross-channel verification, fraud investigations, chargebacks, or third-party platform processing may require up to 10 business days—or longer, depending on the payment service provider's requirements. We will keep you informed of the progress.
4. Supplementary Information: If the information provided is insufficient, we will contact you to request additional materials. The review period begins once all required materials have been received.
5. Processing Results: Upon completion of the review, we will notify you of the outcome—whether approved, rejected, or requiring further verification—via in-platform messaging, the refund application page, or email.
"Business days" exclude statutory holidays in the jurisdictions where we are registered or where our processing teams are located. Customer service hours are 9:00 to 18:00 (UTC+3) on business days.
8. Refund Methods and Timelines
1. Approved refunds are generally returned to the original payment method and in the original settlement currency; refunds cannot be issued to different bank cards, accounts, or recipients.
2. We typically submit refund instructions to the payment channel within 3 business days of approving the refund.
3. Refunds to credit or debit cards usually appear in your account 3 to 5 business days after processing by the payment channel; however, some card issuers may require up to 10 business days or longer.
4. For orders placed via Google Play or other third-party platforms, the time required for funds to arrive depends on the timelines published by the respective platform and payment method.
5. Any discrepancies in the credited amount resulting from exchange rate fluctuations, bank fees, or payment service provider rules will be handled in accordance with applicable laws and payment channel regulations.
6. If the original payment card is no longer valid, the refund is usually still sent to the original card-issuing institution; you may need to contact the card issuer to claim the funds.
9. Handling of Virtual Assets After Refund
Once a refund is approved, we reserve the right, to the extent permitted by applicable law, to:
- Reclaim unused virtual currency issued for the order from your account;
- Reclaim any bonus virtual currency, items, membership benefits, or event rewards associated with the order;
- Revoke virtual items that have not yet been used or activated;
- Temporarily freeze balances and conduct investigations regarding unauthorized transactions, chargebacks, or suspected fraud;
- Adjust virtual assets in proportion to the refund amount or based on the specific details of the order in cases of partial refunds. If the relevant virtual currency or items have already been used, leaving insufficient assets in the account for recovery, we may refuse requests for non-mandatory refunds or restrict payment and virtual asset functions during the investigation. This provision does not affect refunds or other remedies required by applicable law.
Virtual gifts that have been gifted to other users and consumed in the normal course of use are generally not automatically withdrawn from the recipient's account due to a refund request by the payer, except in cases involving fraud, system errors, unauthorized transactions, or legal requirements.
10. Requests by Minors or Guardians
If you are the parent or legal guardian of a minor user and believe the minor made a purchase without permission, please contact us as soon as possible and provide the order number, the minor's account information, and reasonable proof of guardianship.
We will process the request based on the laws of the user's location, account age information, payment verification records, virtual asset usage, and payment channel rules. We will not require you to provide full identity documents or complete bank card details via standard mail.
11. Chargebacks and Payment Disputes
You have the right to initiate a chargeback for unauthorized or disputed transactions in accordance with applicable laws and card issuer rules. To expedite the verification of non-receipt, duplicate charges, or item malfunctions, we recommend contacting us first; however, this does not limit your right to dispute the transaction with your card issuer or payment service provider as permitted by law.
Upon receiving a chargeback notice, we may temporarily freeze the unused virtual assets associated with the disputed order and submit order details, policy confirmations, and delivery and usage records to the payment service provider. Once the chargeback outcome is determined, we will adjust the status of the order and virtual assets accordingly.
12. Prevention of Refund Abuse
We may investigate unusual or repetitive refund requests by reviewing records related to orders, devices, logins, payments, delivery, and virtual asset usage. For requests where there is evidence of fraud, falsified materials, malicious chargebacks, bulk arbitrage, or other forms of abuse, we may refuse refunds, restrict payment functions, or take other necessary measures to the extent permitted by applicable law.
We will not make adverse decisions regarding requests involving statutory consumer rights based solely on automated results; users may request a manual review through our customer service channels. 13. Statement Regarding Sanctioned or Restricted Countries and Regions
To comply with applicable economic sanctions laws, export control requirements, and the compliance regulations of payment service providers and acquiring institutions, we do not currently provide top-up or other paid services to users who are located in, ordinarily reside in, or use payment instruments issued in the following countries or regions:
1. Cuba
2. Iran
3. North Korea
4. Sudan
5. Syria
6. Crimea
7. Russia
8. Belarus
9. Myanmar/Burma
10. Venezuela
11. Donetsk
12. Luhansk
13. Democratic Republic of the Congo
14. Central African Republic
15. Haiti
16. Libya
17. Somalia
18. Yemen
19. Zaporizhzhia
20. Kherson
21. Zimbabwe
22. Ukraine
23. Niger
We may update the aforementioned list and restriction measures in accordance with applicable laws, regulatory requirements, payment channel policies, or the requirements of acquiring institutions, without providing individual notice for each update. The actual available payment methods shall be subject to the options displayed within the App or on the official website at the time the user initiates a transaction.
If a user has completed a payment prior to the restrictions taking effect, but we are unable to deliver the corresponding virtual currency, virtual items, or digital services due to said restrictions, we will—following the completion of necessary compliance checks—refund eligible amounts to the original payment method in accordance with this policy. Virtual currency or virtual items that have already been successfully delivered and used shall continue to be handled in accordance with other provisions of this policy and applicable laws. If we have reasonable grounds to believe that a transaction involves a restricted country or region, a sanctioned individual or entity, or poses a risk of sanctions evasion, we may reject or suspend the transaction, freeze the relevant unused virtual assets, and require the user to provide reasonable information necessary for compliance verification. The foregoing measures do not affect any refund, appeal, or other statutory rights the user may have under applicable laws.
14. Policy Updates
We may update this policy based on business needs, payment channels, or legal requirements. The updated policy will be posted on this App or the official website....published online, with the new effective date indicated. We will provide advance notice via reasonable means regarding changes that materially affect users' rights.
15. Contact Us
Entity responsible for operations and payment processing: Hong Kong Imoyu Technology Co., Limited
Customer Service Email: nafsmagazinemaroc@gmail.com
Official Website: https://www.yiyaapp.net/