Refund Policy

What you buy

In Utopia you can buy coin packs, a virtual currency used only inside the game. Coins are added to your account the moment your payment is confirmed, so you can use them straight away.

When we refund

Because coins are digital and delivered instantly, purchases can’t be refunded once the coins are in your account, except in these cases, where we refund the full amount:

• You were charged more than once for the same purchase.
• You were charged but your coins never arrived, and we can’t deliver them.
• A payment was made from your card or account without your permission (please report it as soon as you notice).

Your rights under Nigerian consumer protection law are not affected.

How to ask

Write to support@kaivon.app within 14 days of the payment, with your Utopia username or account email, the date and amount, and the payment reference from your receipt. We reply within 3 business days.

How you’re refunded

Approved refunds go back to the card or account you paid with, through Flutterwave. Depending on your bank, the money usually arrives within 5 to 10 business days. Coins from a refunded payment are removed from your account.

App store purchases

Coins and memberships bought in the iPhone or Android app are sold by Apple or Google, so refunds are requested from them, under their policies.

Before a chargeback

If something went wrong with a payment, please contact us first: it’s the fastest way to fix it. A chargeback may pause the account while it’s reviewed.