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First and foremost, do not panic! Listed below is our refund policy, and how to obtain a refund for duplicate payments. Read this page carefully, as you must provide the required information for us to assist you.
Refund Policy
We will refund duplicate purchases that were made by mistake if we are notified within 60 days. However, if the character(s) have been played or Nova Gems have been spent, we will not issue a refund.
There are no refunds available after 60 days or if the upgrades have been used.
Any refunds made are at the sole discretion of our Customer Service Department.
If there are any refunds, disputes or chargebacks made on behalf of a player's account, that account may be permanently disabled. Our policy is based on that idea that if a user gets the benefit of gameplay, and a user takes up our system resources by using the game, then a refund is simply not appropriate.
What is a Duplicate Payment?
A Duplicate upgrade is where you purchase the exact same upgrade for the exact same character. If you purchase the exact same upgrade for two different characters, this is not a duplicate upgrade.
Duplicate PayPal
The numbers from your credit card or bank statement will not allow us to look them up, so you may need to contact PayPal to get the transaction id or receipt id numbers. Or, you can login to your paypal account and click on details for each transaction. You need to copy and paste them into the comments section on the next page. We do refund unauthorized transactions and duplicate transactions. Be aware, PayPal processes all of our Secure Credit Card Transactions, so this is why you will have to contact them to obtain your PayPal Transaction IDs.
Please be aware that we cannot initiate transactions from our end; we can only receive them. This is because only PayPal receives your payment information, we never receive your payment information. This means that we cannot bill you . We cannot charge you. We can only receive a payment from you. We never get your credit card number.
Example of what you should put in the webform:
1. PayPal Transaction ID #8TZ2443356871223 $19.95 Char # 12345
2. PayPal Transaction ID #3TZ470763MA6947 $19.95 Char # 12345 - mistake
These transactions are duplicates by mistake. Please refund one of them .
Thank you,
Your Name
The example format above will allow us to take care of this issue quickly. Make sure you COPY and PASTE your PayPal transaction id.
Duplicate Secure Credit Card (VoicePay)
The numbers from your credit card or bank statement will not allow us to look them up, so you need to provide us with all of the transaction ID numbers to allow us to look up the payments and determine which one is duplicate.
Please be aware that we cannot initiate transactions from our end; we can only receive them. This is because only Secure Credit Card (VoicePay) receives your payment information, we never receive your payment information. This means that we cannot bill you . We cannot charge you. We can only receive a payment from you. We never get your credit card number.
Example of what you should put in the webform:
1. VoicePay Transaction ID #01F00118547 $19.95 Char # 12345
2. VoicePay Transaction ID #01S00234765 $19.95 Char # 12345 - mistake
These transactions are duplicates by mistake. Please refund one of them .
Thank you,
Your Name
Duplicate PayByCash
If you chose to pay with PayByCash or one of its affiliates, you need to contact PayByCash to obtain a refund. You can contact PayByCash's customer service at: customerservice@paybycash.com .
Duplicate ClickAndBuy
If you chose to pay with ClickAndBuy, please send us all of the transaction ID numbers and your customer reference number from your payment confirmation emails. If you do not know your transaction ID numbers or customer reference number, you will need to contact Click and Buy directly.
You can reach ClickAndBuy at 1-877-265-7821 or service@us.clickandbuy.com .
Click here to send us an email about a duplicate payment issue. Back to Help
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