Refunds Policy

Plots, upgrades, billboards, and coins are virtual goods — digital collectibles with no real-world ownership attached. All sales are final, except in the two cases below.

If you paid for something and never received it due to a technical failure on our side (for example, a completed payment with no plot transferred and no pending transaction), we will either deliver what you bought or refund you in full. Report it within 30 days with your order details.

If you claimed or bought a plot by mistake and have not customized, listed, or transferred it (an "unclaimed-mistake" purchase — the building is still in its original, untouched state), you may request a full refund within 14 days of purchase. Open the help button in the app and file a support ticket with your username and order details, and we will reverse the claim and refund the original payment method.

Once a building has been renamed, restyled, linked, listed for resale, or transferred, it is no longer eligible under this window.

The 10% platform fee on marketplace resales is earned at the moment a sale completes and is non-refundable, including when a purchase is later refunded under sections 2 or 3. Refunds return the purchase price minus the fee, which is disclosed transparently on every listing.

Purchased coins are non-refundable once spent or transferred. Unspent coin packs may be refunded within 14 days if none of the coins have been used. Building upgrades (skins, effects) are non-refundable once applied, except for defective delivery.

Filing a chargeback instead of contacting support may result in suspension of your account and forfeiture of virtual goods while the dispute is resolved. Repeated refund requests for clearly non-eligible purchases may be denied.

Open the help button in the app and file a support ticket with your username, the item purchased, and the date of purchase. We aim to respond within 3 business days. Approved refunds go back to the original payment method.