Refund and cancellation policy
Last updated 16 October 2026
In short: costume purchases are final and non-refundable once the costume is delivered to your account. If you paid and did not get the costume, or you were charged twice, we refund you in full.
Voluntary contributions
The costume delivery and final-sale rules below apply only to costume purchases. A voluntary contribution supplies no costume or other reward. You may request a full contribution refund for a change of mind within 7 calendar days of payment. We also refund duplicate, unauthorised, ineligible or incorrectly charged contributions and payments where a refund is required by law. The 7-day window does not limit those legal rights.
Email [email protected] with the contribution amount, date and payment or order reference. We acknowledge contribution complaints within 48 hours and aim to resolve them within one month. An approved refund is initiated within 2 working days and normally reaches the original payment method within 5–7 working days, depending on the provider and bank. OpenKerala does not deduct gateway fees from an approved full refund. No refunds to another person or another account.
You can leave before approving payment. Closing checkout or seeing a failure message does not prove that no debit occurred. If payment status is uncertain, use Check payment status in Donate or contact us; do not pay again. Any failed-payment reversal follows the bank/provider's process and applicable timelines.
What you are buying
OpenKerala is a free-to-play browser game. Signed-in players aged 18 or older can optionally buy cosmetic character costumes in the അലമാര (wardrobe), priced in Indian rupees and shown before you pay. A costume changes only how your character looks in the game. It is a digital item: nothing is shipped.
Costumes have no cash value. They cannot be withdrawn, cashed out, transferred to another account, traded, resold or exchanged for money. The game involves no betting, gambling, cash prizes or real-money gaming. The full rules are in our terms and conditions.
Delivery
The costume is added to the Google account you were signed in with as soon as the payment is confirmed, usually within a minute. It then appears with a ✓ in your wardrobe, on any device where you sign in with the same account. If it has not appeared after 30 minutes, contact us (below). Do not pay again.
Purchases are non-refundable
Because a costume is a digital item delivered instantly, all purchases are final. We do not give refunds or cancellations once a costume has been delivered, including for a change of mind, for not liking how it looks, for not playing any more, or for an account removed for breaking the terms.
When we do refund
We refund the full amount, to the same payment method, when:
- you were charged but the costume was not delivered to your account and we cannot deliver it;
- you were charged more than once for the same costume;
- the payment was made without your permission (for example, by someone else using your card or UPI), once this is confirmed; or
- the law requires a refund.
A refunded costume is removed from your account.
How to ask
Email [email protected] within 7 days of the payment, from the email address of the Google account you play with if you can. Include:
- the costume you bought and the date;
- the payment ID or transaction reference (shown in the payment confirmation, or in your bank or UPI app);
- what went wrong.
We reply within 3 working days. An approved refund is started within 2 working days and normally reaches your account in 5 to 7 working days, depending on your bank or UPI app.
Cancellation
You can cancel before approving payment. Closing the payment window or seeing a failure message does not establish whether money was debited. Check the payment status or contact us before trying again. Failed-payment reversals follow your bank or payment provider's process and applicable timelines.
Payments
Payments are processed securely by a third-party payment provider authorised in India. We never see or store your card, UPI or bank details. See our privacy policy for what we keep about a purchase.