All in-app purchases are handled through Apple or Google. Highrise cannot issue direct refunds.
Additionally, Xsolla handles refund requests for desktop/web purchases, and specific refund processes can be found on their platform.
Highrise also notes that refund requests are ultimately at the discretion of Apple or Google. If the contents of the sale pack (e.g., gold, boosts, or other consumables) have already been used, the purchase might be considered 'consumed,' and therefore ineligible for a refund. Highrise does not control the outcome of these requests.
Examples of 'consumed' items include opened packs, used gold, or items that have been traded or sold in the game. Refunds for spun gold or willingly participated transactions may also be ineligible.
To request a refund:
To ensure a smooth process, comply with the outlined steps regarding items and currency usage.
For iOS: reportaproblem.apple.com
For Desktop/Web: https://help.xsolla.com/refunds/refund-my-digital-purchase
Ensure all items and related currencies remain unused while processing refunds to comply with platform requirements.
Select the relevant purchase and follow their refund request process.
Note: Repeated refunding may lead to restrictions on your Highrise account. Additionally, after a refund is granted, any items or currencies purchased in the original transaction will be removed from your account. If the sale pack is still available in the shop after reconciliations, it may be repurchased.
Furthermore, actions like retaining all items and currencies until refunds are complete can prevent account penalties. In cases of discrepancies or accidental errors, promptly notify support for tailored assistance.