Refund Policy

Support packages and payments

Each support package includes the EP, bonuses and Loyalty Points displayed. These are payments with in-game benefits, not charitable donations. This policy applies equally to payments described as contributions, donations or top-ups. Those labels do not remove your statutory consumer rights.

Package benefits on Haunted Online are digital and are added to your account when payment succeeds. Subject to the corrections below and your statutory rights, payments are final. This covers:

• support packages (EP top-ups), including their bonus EP and PP;
• the Loyalty Points a support package earns;
• VIP levels, Loyalty Shop items and Lucky Draw spins bought with Loyalty Points;
• payments made by card, online banking, e-wallet or bank transfer.

We do not give a refund, in money or in game, when:

• you change your mind, or no longer play;
• you bought the wrong package or quantity;
• you bought while logged in to the wrong account;
• you have not collected your EP or items in game yet;
• you broke the Terms & Conditions and your account was banned;
• you lost the account or its items by sharing it or giving away its password;
• the game is down for maintenance, is rolled back, or changes.

What we put right

We check delivery issues and duplicate charges so you receive the benefits of the package you paid for.

• Paid, but nothing arrived. First check Dashboard › History and the NPCs in Cronus: EP and PP are collected from Humphrey, items from Lorraine. If the order is still missing, email us and we deliver it.
• Charged twice for one order. If a payment provider takes the same payment twice, we reverse the extra charge.
• An order still waiting for payment. Nothing has been charged, so there is nothing to refund. An unpaid order is cancelled and nothing is delivered.

Email us within 14 days of the payment so we can check it with the payment provider.

Chargebacks and disputes

Please contact us before you dispute a payment with your bank or e-wallet. If a payment for an order that was delivered is disputed or charged back, we suspend the account while the dispute is open, and remove what the order delivered, along with any Loyalty Points, VIP or invite commission it earned.

How to reach us

Email [email protected] from the email address on your account, with:

• your account name;
• the order reference from Dashboard › History;
• the date, the amount and the payment reference from your bank or e-wallet.

Your rights

This policy does not take away any right you have under Malaysian consumer law that cannot be excluded.