Divine Rummy

Refunds And Cancellation Policy

1. WITHDRAWAL POLICY

1.1 Virtual Currency & Cash Games

  • No Refunds for Gameplay:
    • Deposits made to play cash rummy games or purchase virtual chips (“Game Credits”) are final and non-refundable once used in gameplay, as outcomes are based on player skill and strategy.
    • Unused Game Credits in your account wallet may be withdrawn, subject to KYC verification (see Section 1.3).

1.2 Withdrawal of Winnings

  • KYC Verification: Winnings may be withdrawn only after completing KYC (Aadhaar/PAN + bank details).
  • Processing Time: All withdrawal requests are processed within 3-5 business days after successful verification.
  • TDS Deductions: A tax deduction of 31.2% (TDS) will be applied on net winnings exceeding ₹10,000 annually, as per the Income Tax Act, 1961.

1.3 Geographic & Legal Restrictions

  • Withdrawals are not available for users from Assam, Odisha, Telangana, Andhra Pradesh, Nagaland, Sikkim, and any other restricted jurisdictions.
  • Users from these regions detected via IP/GPS will have accounts frozen, and balances will be refunded after KYC verification within 14 business days.

2. REFUND & CANCELLATION POLICY

2.1 Eligibility for Refund

Refunds will be granted under the following circumstances:

  • Duplicate Payments: Transactions charged multiple times due to technical errors (validated via transaction ID and bank statement proof).
  • Unauthorized Transactions: Fraudulent activity reported within 72 hours (aligned with RBI’s dispute resolution guidelines).
  • Service Failure: Payments completed but in-game benefits (e.g., coins, tokens) not delivered due to platform outages.
  • Statutory Cooling-Off Period: Unused virtual items (e.g., unopened card packs) may be refunded within 48 hours of purchase under India’s Consumer Protection Act, 2019.

Non-Eligible Cases:

  • Buyer’s remorse (e.g., accidental top-up without technical errors).
  • Service disruptions caused by user-side devices/networks.

2.2 Refund Process

  • Submission:
    • Users must submit a refund request through the official support channel.
  • Documentation:
    • Transaction ID, payment receipt, and explanation of issue.
    • For unauthorized transactions: Police complaint copy (FIR) must be provided.
    • Proof of non-usage for virtual items (e.g., item logs).
  • Timeline:
    • Acknowledgment: Within 1 business day.
    • Resolution: Up to 5 business days (extendable to 10 days for complex cases with user notification).
  • Refund Method:
    • Original payment method (e.g., UPI, credit card).
    • Bank transfer (Indian accounts only) if original method is unavailable.

2.3 Fees & Deductions

  • A processing fee of 5% or INR 100 (whichever is higher) applies to approved refunds.
  • Cross-border transactions: Currency conversion fees may be deducted per payment gateway terms.
  • Cryptocurrency refunds: Value adjusted based on market rates at refund initiation.

2.4 Non-Refundable Items

  • Virtual currency (e.g., “Rummy Gold”) or in-game items after redemption or use.
  • Subscription fees if services were accessible during the billing cycle.
  • Completed tournaments or contests (prizes distributed as per rules).

2.5 Exceptions & Disclaimers

  • The company may withhold refunds during investigations of suspected fraud, collusion, or Terms of Service violations.
  • Chargebacks initiated without prior refund requests may result in:
    • Account suspension.
    • Blacklisting from future transactions.
  • Refund eligibility is subject to internal logs and third-party payment provider validations.

2.6 Cancellation Policy

  • Pre-Deposit Cancellation: Cancel accidental deposits within 1 hour via the “Undo Transaction” feature.
  • Post-Gameplay: No cancellations permitted once Game Credits are used in cash tables or tournaments.

3. ACCOUNT & BALANCE MANAGEMENT

3.1 Account Termination

We reserve the right to suspend accounts violating fair play rules (e.g., bots, collusion). Balances will be forfeited.

3.2 Dormant Accounts

Unused balances inactive for 180 days will incur a monthly maintenance fee of ₹100 until exhausted.

4. SERVICE AVAILABILITY

4.1 Uptime Commitment

Divine Rummy aims for 99% platform availability. Scheduled maintenance will be notified via in-app alerts.

4.2 Dispute Resolution

Report game result discrepancies within 48 hours via support tickets. Investigations take 5-7 business days.

5. CONTACT & GRIEVANCE REDRESSAL

Company Name: DIVINE ADVENTURES AND HOSPITALITY PRIVATE LIMITED
Website: https://divinegames.in

Customer Support:

Last Updated: May 15, 2025