Refund Policy

Last updated: June 17, 2026

This Refund Policy explains when and how you can request a refund for purchases made in the Nakama mobile application and website (the "Service"), operated by Nakama ("we", "us", or "our"). It supplements our Terms of Service. By making a purchase you agree to this policy.

In short: Subscriptions and credits are digital goods. We honor all refund rights required by law and by the store or processor you paid through, and we handle good-faith requests for accidental, duplicate, or undelivered purchases. Credits that have already been spent are generally non-refundable.

1. What you can buy

Subscriptions (Nakama+ and Nakama Pro) — recurring access to premium features.
Credits — a consumable virtual currency used to generate AI chat replies and unlock certain features. Credits have no monetary value, cannot be exchanged for cash, and are not transferable.

2. How your purchase was made determines who handles the refund

Refunds are processed by whichever payment channel you used:

Google Play (subscriptions and in-app purchases on the Android app): refunds are governed by Google Play's refund policy and must be requested through your Google Play account. We do not process Google Play refunds directly, though we are happy to help you with the request.
PayPal (credit purchases on the website): contact us directly using the details below and we will review your request.
Card, Alipay, WeChat Pay, and other web payments: these are handled by our payment processor, Paddle, who acts as the Merchant of Record. You may request a refund from us directly or through Paddle's buyer support; eligible refunds are returned to your original payment method.

3. Subscriptions

Auto-renewal & cancellation. Subscriptions renew automatically each billing period unless cancelled at least 24 hours before the renewal date. You can cancel at any time; cancellation stops future charges and you keep premium access until the end of the period you already paid for.

Refunds. We do not provide partial refunds for the unused portion of a subscription period. If you were charged in error, charged after cancelling, or never received the premium access you paid for, contact us (or, for Google Play, request a refund through Google) and we will make it right.

Price changes. We provide advance notice of any subscription price change; continuing your subscription after the change takes effect constitutes acceptance of the new price.

4. Credits

Credits are a consumable digital good that is delivered to your account immediately after purchase. Because they are delivered and can be used right away:

Unused credits from a recent purchase may be refunded at our discretion if you request within 14 days of the purchase and the credit balance from that purchase has not been spent.
Credits that have already been spent to generate replies or unlock features are non-refundable, as the service was already provided.
Accidental or duplicate purchases and charges you did not authorize are always eligible for a refund — contact us as soon as you notice.
Credits granted for free (monthly allowances, daily check-ins, promotions, rewards) have no cash value and are never refundable.

5. Your statutory rights

Nothing in this policy limits any non-waivable rights you have under the consumer-protection laws of your country. Where the law grants a cancellation or "cooling-off" right for digital purchases (for example, the 14-day right of withdrawal in the EU/UK), that right applies. Note that for digital content delivered immediately, you may be asked to acknowledge that you waive the cooling-off period once delivery begins, as permitted by law; this does not affect refunds for faulty, undelivered, or mischarged purchases.

6. How to request a refund

Email us at nakamaai92@gmail.com or reach us on our Discord. To help us process your request quickly, please include:

The email address on your Nakama account
What you purchased (subscription or credit pack) and the approximate date
How you paid (Google Play, PayPal, card, Alipay, WeChat Pay)
The order or transaction ID if you have it, and a brief reason for the request

For Google Play purchases, the fastest route is to request the refund directly in your Google Play account; we can assist if you have trouble.

7. Processing time

We aim to review refund requests within 5 business days. Approved refunds are returned to your original payment method. The time for the funds to appear depends on your bank or payment provider and is typically an additional 3–10 business days.

8. Chargebacks

If you believe a charge is wrong, please contact us first — we can almost always resolve it faster than a bank dispute. Initiating a chargeback without contacting us may result in temporary suspension of the associated account while the dispute is investigated.

9. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be posted on this page with an updated date. The policy in effect at the time of your purchase applies to that purchase.

10. Contact

Support & refunds: nakamaai92@gmail.com
Community: discord.gg/yrHTXGC7Sf