Refund Policy

Last updated: 27 August 2026

This Refund Policy explains how refunds work for virtual coins and premium features on Lotus Ludo (lotusludo.com). Please read it together with our Coin Purchase Policy and Terms & Conditions.

1. Virtual Coins and Digital Goods

Coins and digital items are credited to your account immediately after a successful payment.
Virtual coins have no cash value and cannot be exchanged for real money.
Because they are delivered instantly and consumed digitally, purchases are generally NOT refundable once credited, except as required by law or as set out below.

2. When You May Be Eligible for a Refund

Failed transactions: money was deducted but coins were not credited to your account.
Duplicate transactions: you were charged more than once for the same purchase.
Unauthorised transactions: a payment was made from your account without your authorisation.
Technical errors on our side that prevented you from receiving what you paid for.
Where a purchase was made by mistake and the coins are entirely unused, we may refund it at our discretion if you contact us promptly.

3. When a Refund Is Not Available

Coins that have been spent, gifted, used in a game or otherwise consumed.
Purchases where you have changed your mind after using the coins.
Losses in games. Game outcomes are random and are not grounds for a refund.
Coins remaining on an account closed for breaking our Terms or Community Guidelines.
Coins remaining on an account you close voluntarily.
Purchases made from anyone other than the official purchase screen. Coins bought from a reseller or another user carry no protection of any kind.

4. How to Request a Refund

Contact us within 7 days of the transaction through the Contact page at https://lotusludo.com/legal/contact or by email to support@lotusludo.com
Include your account username or User ID, the transaction ID, the date and amount, the payment method, and a description of the problem.
Attach a screenshot of the payment confirmation or bank statement entry if you have one.

5. Processing and Timelines

We acknowledge every refund request within 24 hours.
We review the request against our payment records and reply with a decision, normally within 15 days. If we need longer, we will tell you why.
Approved refunds are returned to the ORIGINAL payment method. We cannot refund to a different card, account or person.
Once approved, the time for the money to reach you depends on your bank or payment provider, and is typically 5 to 10 working days.
Where a refund is issued, the corresponding coins are removed from your account. If they have already been spent, the balance may go negative until repaid.

6. Chargebacks

If you dispute a payment with your bank without contacting us first, your account may be suspended while the dispute is resolved. Please contact us first. Almost every payment issue is settled far more quickly that way, and raising a chargeback for a delivered digital purchase may be treated as fraud.

7. Cancelled Tournaments and Events

Where a tournament that costs coins to join is cancelled by us, those coins are returned in full to every entrant automatically. You do not need to request this.

8. Your Statutory Rights

Nothing in this policy limits any right you have under the consumer law that applies to you. If the law in your country gives you a stronger right than this policy, that right applies.

9. Questions

Contact us through https://lotusludo.com/legal/contact or email support@lotusludo.com with your username and transaction ID.