Refund & Cancellation Policy

Last updated: 05 August 2026

This policy explains when refunds are and are not available on LIANA OFFICIAL. It applies to all wallet top-ups (Coins) and digital orders placed through our website, dashboard, mobile app, or API.

1. Successful Digital Orders — No Refund

Once Coins have been successfully added to your wallet, or a digital top-up/order has been successfully delivered to the game account/user ID you provided, that transaction is final and non-refundable. This is standard practice for digital goods and in-game currency, since the value is delivered instantly and cannot be returned.

Please double-check the game account/user ID, zone/server, and product before confirming any order — we are not able to reverse a correctly delivered order because of a mistyped ID.

2. Failed or Incomplete Payments — Always Refunded

If money was deducted from your bank account, UPI, or card, but your Coins were not credited to your wallet (for example, due to a payment gateway error, a network timeout, or a duplicate charge), you are entitled to a full refund of that specific failed transaction — regardless of the "no refund" rule above, which only applies to successfully completed orders.

To request this kind of refund:

  1. Contact us within 7 days of the transaction using the details below.
  2. Share your registered username/email, the payment reference/transaction ID from your bank or UPI app, and the approximate date/time and amount.
  3. We verify the transaction with our payment gateway partner (e.g. Razorpay) and, if confirmed as failed/unfulfilled, either credit the correct Coins to your wallet or process a refund to your original payment method.

Refunds to your original payment method are typically processed within 5–7 business days after verification, though your bank may take a few additional days to reflect it.

3. Duplicate Charges

If you were charged more than once for the same top-up due to a technical issue, the duplicate charge(s) will be refunded in full once verified.

4. Wrong Product Delivered Due to Our Error

If our system delivers the wrong product or amount due to an error on our end (not due to information you entered incorrectly), we will correct this by crediting the missing/correct amount to your wallet, or issuing a refund, at our discretion.

5. Cancellations

Because orders are fulfilled digitally and typically instantly, orders cannot be cancelled once submitted. If an order is still showing as "Pending" or "Processing" after an extended period, contact support and we will investigate before it completes.

6. How to Reach Us

Email with your order ID or transaction reference, and we'll respond as quickly as possible.