Refund Policy

Email us within 14 days and we will refund a coin pack you have not spent. No form, no reason required.

1. The short version

2. What you are buying

City Rivals is free. The only thing sold is coins, in one-off packs of 100, 500 or 1,500. Coins are spent in the store on cosmetic items — dice skins, roll animations, pawn auras, win animations and the No Ads perk. Nothing bought affects how the game plays.

There is no subscription. Nothing on City Rivals renews, and nothing bills you a second time. Every charge is a single, deliberate purchase, so there is no such thing here as a refund for "a renewal I forgot about".

Coins are delivered to your account within seconds of the payment clearing. That immediate delivery is what the rest of this policy is about.

3. The 14-day window

You may ask for a refund of any coin purchase within 14 days of buying it, for any reason or none.

If the coins from that purchase are still in your balance and unspent, we will refund it in full and remove the coins from your account. We do not ask why, and we do not need you to justify it.

4. Coins you have already spent

Coins spent in the store buy an item that is delivered to your account immediately and permanently, so a purchase you have already used up is not automatically refundable.

In practice we look at what actually happened:

• Nothing spent — refunded in full, within the 14 days.
• Partly spent — we will normally refund the value of the coins still in your balance, and leave you the items you bought with the rest. Ask, and we will tell you the exact figure before anything is processed.
• Fully spent — we will still look at it. If you bought coins by mistake, bought the wrong pack, or an item did not work as described, tell us. We would rather fix it than win the argument.
• An item that does not work, or that we later withdraw — you get the coins back into your balance, regardless of the 14 days. If a purchase failed to deliver at all, we refund it in full, always, with no time limit.

5. How to request a refund

Email Cityrivals@cityrivals.org with:

• your City Rivals username;
• the order or transaction reference from your receipt email;
• which purchase it is, if you have made more than one.

That is the whole process. There is no form to fill in and no queue to sit in.

Because our sales are made through an authorised reseller acting as Merchant of Record, you can also request a refund from that reseller directly, using the same order reference — its buyer portal is linked from your receipt email, and it will also find you a lost receipt or a tax invoice. Either route reaches the same outcome; going to the reseller is often faster, because it is the one that actually moves the money.

Our current Merchant of Record is Paddle.com, whose buyer portal is paddle.net. Your receipt always names the reseller that handled your payment; if it names a different one, use that.

6. How long it takes

We aim to answer within five working days and to approve or explain in the same reply. Once a refund is approved, our reseller processes it back to your original payment method. Card refunds usually appear within 3–10 working days, depending on your bank; PayPal and other methods vary.

Refunds are always made to the payment method used for the purchase. We cannot refund to a different card, to a different person, or as coins.

7. Charges you did not make

If you see a charge from City Rivals or from our reseller that you do not recognise, or a purchase made by a child on your account or device, contact us straight away. The 14-day window does not apply to a charge that was not authorised — email us whenever you find it and we will investigate and refund a payment we agree was unauthorised.

If the same charge appears twice for one purchase, that is a duplicate and we refund it in full, no questions, no time limit.

8. Your statutory rights

Consumers in the UK and the EU normally have 14 days to withdraw from an online purchase. For digital content delivered immediately, that right ends once delivery begins with your consent — which is what happens when coins land in your balance seconds after payment, and the checkout asks you to acknowledge it.

This policy deliberately gives you the 14 days anyway, for unspent coins, rather than relying on that exception. Nothing here reduces any right you have under consumer law, and where a law gives you more than this policy does, the law wins.

9. When we will say no

We may decline a refund where:

• the request is made more than 14 days after the purchase, and none of the exceptions above applies;
• the coins have been spent and none of the situations in section 4 fits;
• the account is being used to buy, refund and re-buy repeatedly, or the pattern is otherwise abusive;
• the account was closed for breaking the Terms of Service — for example cheating, ladder manipulation, or selling accounts;
• the purchase was made with a stolen payment method.

If we decline, we will tell you why in plain words, and you can reply and challenge it.

10. Chargebacks

Please email us before asking your bank to reverse a charge. A chargeback costs us a fee whatever the outcome, takes weeks, and automatically suspends the account while it runs — whereas an email usually settles the same thing in a day, and we approve the great majority of what we are asked.

An account with an unresolved chargeback against it may be suspended, and any coins or items from the disputed purchase removed.

11. Contact

Cityrivals@cityrivals.org — for anything on this page. For a receipt, a tax invoice or a payment question, the reseller named on your receipt answers directly.

This policy forms part of our Terms of Service.