Quick Reference
Subscriptions (Unused)
Full refund within 48 hours if no PP has been spent
Premium Points (PP)
Refundable within 48 hours if completely unspent
Used PP / Spent Items
Non-refundable once PP has been spent in-game
NuPointz (NP)
Free in-game currency; not purchased, not refundable
1. Overview
This Refund Policy explains how refunds work for purchases made on the NuPalz platform, operated by Wigley Studios LLC. We strive to be fair and transparent in all our policies.
Our Philosophy: We want you to love NuPalz! If something goes wrong with a purchase, we will work with you to make it right. However, due to the nature of virtual goods and digital content, some purchases are non-refundable once consumed.
2. Premium Points (PP)
Premium Points are the premium currency in NuPalz that can be purchased with real money. PP can be used to access premium features, AI companion interactions, cosmetics, and special items.
2.1 Refund Eligibility
Refundable 48 Hours
- Purchase made within last 48 hours
- Zero PP has been spent from that purchase
- First refund request for your account
- Account in good standing (no violations)
Non-Refundable Final
- PP has been spent (even partially)
- More than 48 hours since purchase
- Previous refund already granted
- Account banned or suspended
One-Time Courtesy: Each account is eligible for ONE (1) Premium Points refund in its lifetime. We are generous with this policy, but we cannot offer unlimited refunds on digital currency.
2.2 How PP Refunds Work
- Refunds are processed to the original payment method
- Processing time is typically 5-10 business days
- The PP balance will be deducted from your account upon refund approval
- Any items purchased with refunded PP will also be removed
3. NuPalz Subscriptions
NuPalz offers optional subscription plans that provide monthly PP allowances, exclusive perks, and premium features.
3.1 Subscription Refund Eligibility
Full Refund 48 Hours
- Request within 48 hours of subscription start
- No PP from subscription has been spent
- No subscription perks have been used
- Account in good standing
Partial Refund Case-by-Case
- Technical issues preventing service access
- Billing errors (duplicate charges)
- Service significantly different than described
3.2 Cancellation vs. Refund
Cancellation stops future billing but does not refund past payments. You retain access until the current billing period ends.
Refund returns your money but immediately terminates your subscription and removes any remaining benefits.
Auto-Renewal: Subscriptions renew automatically. Cancel at least 24 hours before your renewal date to avoid being charged for the next period. Once renewed, that period is generally non-refundable.
4. NuPointz (NP) - Free Currency
NuPointz (NP) is NuPalz's free in-game currency earned through gameplay, daily bonuses, quests, achievements, and more. NP is NOT purchased with real money.
Not a Purchase: Since NP is earned for free and has no real-world monetary value, there is nothing to refund. NP exists solely within the NuPalz ecosystem.
4.1 NP Cannot Be:
- Exchanged for real money
- Transferred to other accounts
- Sold or traded outside NuPalz
- Refunded (no purchase was made)
4.2 Lost NP
If you believe NP was incorrectly deducted due to a bug or technical error, please contact support with details. We will investigate and restore NP if an error is confirmed.
5. Virtual Items & Companions
Items, companions, cosmetics, and other virtual goods in NuPalz are licensed to you, not sold. They have no real-world monetary value.
5.1 Items Purchased with PP
If you purchased an item using Premium Points and wish to refund the PP, the item will be removed from your account. The PP refund policy in Section 2 applies.
5.2 Items Purchased with NP
Items bought with NuPointz (free currency) are not eligible for refunds, as no real money was spent. However, we may offer store credit or item exchanges in cases of:
- Accidental duplicate purchases (same item bought twice)
- Items not functioning as described
- Technical errors causing unintended purchases
Virtual Goods Are Final: Once you consume, use, equip, or otherwise interact with a virtual item or companion, that transaction is considered final.
6. Randomized Feature Outcomes (Slots & Gacha)
Premium Slots and Gacha Capsules are entertainment features with randomized outcomes. PP spent on these features is non-refundable regardless of the outcome.
All Outcomes Are Final: When you use PP on Premium Slots or Gacha Capsules, you are paying for the entertainment experience of the random draw—not for a specific outcome. Unfavorable results are not grounds for refund.
6.1 What We Cannot Refund
- PP spent on slot spins (regardless of winning or losing)
- PP spent on gacha capsule pulls (regardless of rarity received)
- Claims of "bad luck" or undesirable random outcomes
- Duplicate items or companions received from gacha
6.2 What We May Consider
- Confirmed technical errors where PP was deducted but the feature did not activate
- System bugs that caused incorrect behavior (with evidence)
- Double-charge errors where the same spin/pull was billed twice
All randomized outcomes use fair random number generation. We do not guarantee any specific outcome, and past results do not influence future results.
7. World Bank Features
The World Bank offers loans and dividends using NuPointz. These are gameplay features, not real financial services.
- Loans taken in NP cannot be "refunded" - they must be repaid per the loan terms
- Interest paid on loans is not refundable
- Dividends received are considered earned NP
- All World Bank activities use free in-game currency only
8. Exceptions & Special Cases
8.1 Unauthorized Purchases
If someone made a purchase on your account without your authorization (e.g., a child using a parent's payment method), contact us immediately. We will investigate and may offer a refund. You may need to provide proof of unauthorized access.
8.2 Technical Issues
If a purchase failed to deliver the expected content due to a technical error on our end, we will either:
- Deliver the correct content, or
- Provide a full refund
8.3 Fraud & Abuse
Attempting to abuse our refund policy (e.g., repeatedly purchasing and refunding, using chargebacks while keeping items, or making false claims) will result in:
- Denial of refund requests
- Permanent account suspension
- Forfeiture of all virtual currency and items
- Potential legal action in severe cases
9. How to Request a Refund
Step 1: Gather Information
- Your NuPalz account email/username
- Date of purchase
- Purchase amount
- Payment method used
- Reason for refund request
Step 2: Contact Support
Email us at support@nupalz.com with the subject line "NuPalz Refund Request" and include all the information above.
Step 3: Wait for Review
We will review your request within 3-5 business days and respond with our decision. If approved, refunds are processed within 5-10 business days.
Pro Tip: The more detail you provide upfront, the faster we can process your request!
Questions About Refunds?
Our support team is here to help. Don't hesitate to reach out!