Refund Policy

This Refund Policy outlines the terms and conditions for refunds and cancellations on Lotta.

By making a purchase on our platform, you acknowledge and agree to this policy.

All purchases on Lotta are for digital goods and services, including:

• Coins (virtual currency)

• Premium features and subscriptions

• In-app purchases

• Digital content and services

As per the nature of digital goods, all sales are final and non-refundable once the transaction is completed and the digital goods are delivered to your account.

You will not be eligible for a refund if:

• The coins or digital goods have been added to your account

• You have used any portion of the purchased items

• You change your mind after purchase

• You violated our Terms of Service

We may consider refund requests only in the following exceptional circumstances:

a) Technical Errors

• You were charged but coins were not credited to your account due to a technical error on our end

• Duplicate charges for the same transaction

• Payment processing errors that resulted in incorrect charges

b) Unauthorized Transactions

• Fraudulent or unauthorized charges on your account (subject to investigation)

c) Service Unavailability

• Platform was completely unavailable and you could not access purchased services (must be reported within 24 hours)

Note: Refunds for exceptions are subject to verification and approval by our team.

If you believe you qualify for a refund under the exceptions listed above:

Step 1: Contact Support

Email: [email protected]

Subject: Refund Request - [Your Transaction ID]

Step 2: Provide Required Information

• Transaction ID or Payment ID

• Date and time of transaction

• Amount charged

• Detailed reason for refund request

• Screenshots or proof of the issue (if applicable)

Step 3: Investigation

• Our team will review your request within 5-7 business days

• We may request additional information

• All refund decisions are at our sole discretion

Step 4: Resolution

• If approved, refund will be processed to original payment method

• You will receive confirmation via email

If your refund is approved:

• Processing time: 5-7 business days for review

• Refund initiation: Within 48 hours of approval

• Credit to original payment method: 7-14 business days (depending on your bank/payment provider)

Note: Lotta is not responsible for delays caused by banks or payment processors.

Filing unauthorized chargebacks or payment disputes without contacting us first is strictly prohibited and may result in:

• Immediate account suspension or termination

• Permanent ban from the platform

• Loss of all purchased coins and services

• Legal action for fraudulent chargebacks

If you have a payment concern, please contact our support team first. We are committed to resolving genuine issues fairly.

Chargeback abuse will be investigated and reported to relevant authorities.

If your payment fails:

• No charges will be made to your account

• You can retry the transaction

• Check with your bank if payment keeps failing

If you were charged but payment shows as failed:

• The amount is likely on hold by your bank

• Most banks release held amounts within 5-7 days

• Contact [email protected] if the issue persists beyond 7 days

If your account is suspended or terminated due to violations of our Terms of Service:

• You will NOT be eligible for any refunds

• All unused coins and purchases will be forfeited

• This includes voluntary account deletion

Refunds are not provided for:

• Banned or suspended accounts

• Self-deleted accounts

• Unused coins or subscriptions

For any subscription services:

• You can cancel your subscription at any time

• Cancellation takes effect at the end of the current billing cycle

• No refunds for the current subscription period

• No refunds for partial months or unused time

To cancel a subscription, contact: [email protected]

All transactions are processed in INR (Indian Rupees).

• If your payment method uses a different currency, conversion rates are applied by your bank

• We are not responsible for currency conversion fees or rate fluctuations

• Refunds (if approved) will be processed in the original transaction currency

We use trusted third-party payment gateways (such as Razorpay, Stripe) to process payments securely.

• We do not store your card details

• Payment security is handled by certified payment processors

• Refunds are processed through the same gateway

For payment-specific issues, you may also contact the payment processor directly.

We reserve the right to modify this Refund Policy at any time.

• Changes will be posted on this page with an updated date

• Continued use after changes constitutes acceptance

• Significant changes may be notified via email

For refund requests or payment-related queries:

📧 Email: [email protected]

💳 Payment Issues: [email protected]

Please include your Transaction ID and detailed information for faster processing.

Response time: Within 5-7 business days