Refund Policy
Last updated: 26 July 2026
This policy explains the refund criteria for points topped up, tickets earned and products exchanged on LUXURY CRANE. It applies together with Article 9 of the Terms of Service.
1. General principles
The Company provides an e-commerce service that sells and hands over physical goods. Points are an in-service means of playing, and tickets are earned by playing and exchanged for products. Neither points nor tickets can be converted to cash. As a rule, refunds are returned to the original payment method.
2. Full refunds
We refund the full amount in the following cases: · A duplicate charge, or a payment system error that left points ungranted · You could not use the service normally due to a fault on the Company's side · You request a refund within 7 days of payment without having spent any of the points
3. Partial refunds
If you have spent some of your points, you may request a refund for the value of the points that remain unused. · Bonus points (for example, extra points from a top-up promotion) and points granted by coupon are not refundable. · Costs actually incurred, such as payment gateway fees, may be deducted to the extent permitted by law.
4. Unused tickets
Tickets are the means of exchanging for a product, granted when you play, and are held without an expiry date. · If tickets become unusable for reasons on the Company's side (a room closing, products no longer supplied, the service ending), all unused tickets in that room are refunded as the points used to earn them. · Refunds of unused tickets for any other reason are reviewed case by case under applicable law and the Company's criteria. · On account deletion your tickets are forfeited without refund, so please submit any request before deleting your account.
5. What is not refundable
· Points already converted into tickets — refunds of unused tickets follow section 4 · Products already collected in store · Prizes that expired (more than 14 days after the QR code was issued) · Points and tickets forfeited by account deletion — a remaining balance is lost without refund on deletion, so please request a refund before deleting your account · Points, tickets or products obtained by fraudulent means
6. Products
· If a collected product is faulty on arrival, contact us within 7 days of pickup with evidence (photos and similar) and we will replace it with the same product or grant equivalent tickets. · If we cannot hand over a product for reasons on our side, such as stock running out, we will substitute a product of equivalent value or return the tickets spent on it.
7. How to request and processing time
Send refund requests to luxurycrane.online@gmail.com or through the contact page on our website. Including the following helps us process it faster: · The email you signed up with (to identify the account) · The date, time and method of payment · The reason for the request We respond with our assessment within 3 business days of receipt. Once approved, refunds are typically returned within 7–14 business days, depending on the payment provider's schedule.