Refund Policy

Version of October 2, 2026. Seller: Purpy LLP, BIN 260740011419.

This Policy sets out the procedure for refunding money for Purps packs of the Purpy service paid for by bank card. The Policy forms an integral part of the Public Offer.

1. What is refundable

1.1. An unused Purps pack. If no coin from the purchased pack has been spent, the full price of the pack is refunded at the Buyer's request. The request must be sent within 14 days of the purchase date.

1.2. Payment errors — always refunded. The money is refunded in full regardless of the 14-day period stated in clause 1.1 (within the claim period under clause 11.4 of the Offer) if:

the card was charged twice (repeatedly) for the same order;
a payment error occurred (money was debited but the order was not placed, or the amount does not match the pack price);
money was debited but the Purps were not credited to the account balance.

Where Purps were not credited, the Buyer may, at their choice, ask for the paid Purps to be credited instead of a refund.

2. What is not refundable

2.1. Purps spent on unlocking paid story branches or sent to an author as in-service author support are not refundable: at that moment the service has been provided in full.

2.2. If some of the Purps in a pack have already been spent, the price of that pack is not refunded.

2.3. Purps cannot be exchanged for money or withdrawn. Transfer is permitted only through the Service's in-service author support feature. The author receives Purps, not money.

2.4. Bonus Purps — those credited without payment (promotions, promo codes, compensation) and those received by an Author from other users — are not subject to refund or compensation.

2.5. Purps are spent in order of purchase: first from the Pack purchased earlier (clause 5.6 of the Offer). A Pack is considered unused if, applying this order, no Coin has been spent from it.

2.6. When an Account is closed because of inactivity for more than 365 consecutive days, unused Purps are cancelled without compensation.

2.7. The restrictions in this section do not apply where a refund is mandatory by law, the service was not actually provided, the debit was made in error, or Purpy has decided to return Purps for an unavailable story.

3. How to request a refund

3.1. Write to support@purpy.app from the e-mail address stated in the account, or state the account name (nickname) in the message. In the message, provide:

the date, time and amount of the payment;
the number of Purps in the pack;
the reason for the request (unused pack, duplicate charge, payment error, Purps not credited);
if possible — the last 4 digits of the card and the order number from the bank's notification (do not send the full card number).

3.2. The request is reviewed within 3 business days of its receipt. We will inform you of the decision by reply e-mail.

3.3. After approval, the money is returned to the same bank card used for payment within 10 business days. The time it takes for the funds to appear in the account may depend on the bank that issued the card. At the same time as the refund, the corresponding Purps are deducted from the account balance.

3.4. Refunds are made in the currency of payment. If payment was made in a currency other than Kazakhstani tenge or Russian rubles (for example, US dollars or euros), the refund is made in that currency; the amount is converted at the official rate on the refund date and may differ from the purchase amount. Exchange differences on the Buyer's bank side for KZT or RUB payments are not compensated by the Seller. Purpy may request reasonable confirmation of identity, account ownership and payment, but does not request the full card number or CVV/CVC.

3.5. Disputed Purps may be temporarily frozen until the review is complete. Filing an unfounded chargeback does not extend the right to a refund and may result in purchases being restricted after the circumstances are reviewed.

4. Minors

If a purchase was made by a user under 18 without the consent of a parent or legal representative, the legal representative may contact support@purpy.app. The refund is made under the rules of Sections 1–3 of this Policy.

5. Contacts

E-mail: support@purpy.app
Phone: official enquiries are accepted by e-mail at support@purpy.app
Refund request review period: up to 3 business days from receipt
Seller details: "Details" page