This policy applies to every purchase made through the Snugglez Store at https://www.snugglestripezzz.com, including one-time products (gem packs, coin packs and bundles) and the Snugglez Premium membership. Purchases are made through Stripe and delivered to the Snugglez profile linked to your Discord account. This policy forms part of our Terms of Service. The Store is operated by:

Operator

Snugglez

Support

Open a ticket in our Discord server: https://discord.gg/URCcpUMRUz

Website

https://www.snugglestripezzz.com

1. What we sell

Snugglez sells digital content only: virtual currency (coins and gems), virtual items, boosters and the Snugglez Premium membership. Everything is delivered electronically to your Snugglez profile and is for use within the game. We do not sell physical goods, and no product sold for real money contains randomised contents. The exact contents of every product are shown on the Store before checkout.

2. When a purchase is final

Once successfully delivered, digital goods are generally final for change-of-mind purposes. This does not affect any rights or remedies available under the Australian Consumer Law.

"Successfully delivered" means the product's contents have been credited to the Snugglez profile linked to the Discord account you purchased with, or, for Premium, that the membership is active on that profile. Delivery normally happens within seconds of Stripe confirming payment.

3. Refunds and remedies required by law

The Australian Consumer Law gives consumers guarantees that cannot be excluded, including that goods and services are of acceptable quality, fit for their purpose and match their description. If a Snugglez product fails one of these guarantees, we will provide the remedy the law requires:

• Major failure. You may choose a refund, or a replacement or re-supply of the product, and you may also be entitled to compensation for other reasonably foreseeable loss.
• Minor failure. Where permitted by the Australian Consumer Law, we may first fix the problem within a reasonable time, for example by re-delivering the correct product or restoring missing items. If we cannot, or do not do so within a reasonable time, you are entitled to a refund.

Where the Australian Consumer Law entitles you to a remedy, we will provide it as required by law. We do not treat these remedies as discretionary, and we do not refuse them because a product has been delivered or partly used. Section 5 (change of mind) is the only part of this policy where a refund is at our discretion.

4. Situations we will fix or refund

We will re-deliver, correct or refund a purchase where our records show that:

• you paid but the product was not delivered to your profile, including because no Discord account was linked at the time of purchase (we will deliver once you link your Discord account, or refund if you prefer);
• you received a different product, or a different quantity, from the one you bought;
• you were charged more than once for a single purchase;
• you bought a one-per-account product (such as the Starter Pack) a second time, in which case the duplicate is not delivered and is refunded automatically once we see it;
• the product was materially different from its Store description at the time of purchase;
• a technical fault on our side prevented the product from working as described and we cannot fix it within a reasonable time;
• a purchase was made by a person under 18 without the permission of the parent or guardian responsible for the payment method (see section 11); or
• applicable law otherwise requires a remedy.

5. Change of mind

Subject to section 3, we do not refund a successfully delivered purchase because you:

• changed your mind or no longer want the product;
• have spent, used, consumed, lost through gameplay (for example to robbery or fainting) or otherwise no longer hold the currency or items;
• bought the wrong product or amount, where the product was delivered as described;
• stopped playing Snugglez or using Discord, or lost access to your Discord account; or
• made the purchase accidentally with your own payment method, or someone with your permission did.

We may still consider a goodwill refund in exceptional circumstances, for example a duplicate purchase made within minutes of the first. Goodwill refunds are at our discretion and are separate from the remedies the law requires.

6. Snugglez Premium

• Cancelling. Cancel at any time from the Account page on the website, which opens the Stripe customer portal. Cancellation takes effect at the end of the billing period you have already paid for. Your perks continue until then.
• No pro-rata refund for change of mind. We do not refund the unused part of a monthly or annual period because you cancelled early. Gems already granted for that period are yours to keep.
• Renewal charges. Premium renews automatically. If you did not intend to renew, contact us within 7 days of the renewal charge and before using the renewed period's gem grant, and we will consider a goodwill refund of that renewal.
• If we end or change Premium. If we withdraw Premium, or remove a core Premium perk, during a period you have paid for, we will refund the unused portion on a pro-rata basis or provide an equivalent remedy, as the Australian Consumer Law requires.
• Failed payments. If a renewal payment fails, perks may pause until payment succeeds. No charge is made for a period in which Premium was not provided.

7. How to request a refund or report a problem

1. Open a support ticket in the official Snugglez Discord server at https://discord.gg/URCcpUMRUz. Support is provided through Discord only; we do not offer email or phone support.
2. Tell us your Discord username or user ID, the product, the approximate date and time of purchase, the Stripe receipt or payment reference if you have it, and what went wrong. Screenshots help.
3. Snugglez is run by one person. We aim to acknowledge every request within 7 days and to resolve straightforward cases within 14 days of receiving the information we need. Complex cases, or busy periods, may take longer, and we will keep you updated in the ticket.

Never send your full card number, security code, password or authentication codes through Discord. We will never ask for them.

8. How we investigate

We check the Stripe payment record, our delivery log, and your profile's currency, item and Premium history. Delivery records answer one question only: whether the product's contents reached your profile. They do not decide whether the product was faulty, wrong, or different from what was promised. Where a claim is about quality or description, we assess it on its merits and we do not reject it simply because our system shows "delivered".

9. How refunds are paid

Approved refunds are paid through Stripe to the original payment method. Stripe usually processes the refund immediately; your bank or card issuer may take 5 to 10 business days to show it. We cannot refund to a different card or account, or in virtual currency, unless you ask for a virtual-currency replacement instead of a refund and the law allows it.

10. What happens to refunded goods

When a purchase is refunded, we may remove from your profile the digital goods associated with that refunded purchase, for example the gems from a refunded gem pack or the remaining Premium perks for a refunded renewal, where that is technically possible and reasonable. We will not remove currency, items or progress that came from other purchases or from gameplay. If refunded currency has already been spent, we may deduct the shortfall from your balance.

11. Purchases by users under 18

Our Terms require purchases to be made by an adult, or by a user under 18 with the express permission of the parent or guardian responsible for the payment method. If a parent or guardian tells us a purchase was made without that permission, we will investigate and, where the claim is reasonably supported, refund the purchase and remove the associated digital goods. We may ask for reasonable evidence that the person contacting us is the account holder for the payment method.

12. Chargebacks and abuse

If you think something is wrong with a purchase, please contact us before disputing the charge with your bank or card issuer. We can usually resolve the problem faster, and a chargeback on a purchase that was correctly delivered may lead us to reverse the associated goods and, in cases of repeated or fraudulent disputes, to suspend your access under the Terms of Service. We may decline a request where our records show the product was delivered as described and there is no consumer-law basis for a remedy, or where there is evidence the refund process is being abused. Nothing in this section prevents you from exercising your rights under the law or with your payment provider.

13. Changes to this policy

We may update this policy. The version published on the website when you make a purchase applies to that purchase, except where the law requires otherwise or a later version is more favourable to you. Material changes are announced on the website and in our Discord server at least 14 days before they take effect.

14. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy that cannot be excluded under the Australian Consumer Law or other applicable law. The full consumer-guarantee notice is set out in section 10 of our Terms of Service and applies to every purchase covered by this policy.

15. Contact

Discord server (support tickets)

https://discord.gg/URCcpUMRUz

Website

https://www.snugglestripezzz.com