Sociable Web Store Refund Policy

Last updated: March 10, 2022

This Refund Policy (the “Policy”) sets out the terms, limitations, procedures, and operational framework applicable to refund requests relating solely to digital products and services purchased through the Sociable web store, including but not limited to “Sociable Credits” (virtual currency) and similar digital entitlements (collectively, the “Digital Items”).

This Policy does not apply to purchases made through Apple App Store or Google Play, and such platform purchases are governed exclusively by the relevant platform’s refund policies and procedures.

1) Parties and Definitions

1.1. Seller / Merchant: For the purposes of this Policy, the seller and contracting party is Skylb Elektronik Tic. A.Ş. (the “Seller”).

1.2. Customer / User: Any natural person or legal entity purchasing Digital Items via the Sociable web store (the “Customer”).

1.3. Web Store: Sociable’s web-based checkout and purchase interfaces through which the Customer purchases Digital Items.

1.4. Digital Items: Virtual credits (virtual currency), digital packs, feature unlocks, and other digitally delivered entitlements made available via the Web Store.

1.5. Sociable ID: The unique identifier associated with a Customer’s Sociable account (mandatory for refund requests).

1.6. Payment Processor: Payments are processed by third-party payment service providers and financial institutions. The Web Store may use Stripe as the payment processing infrastructure. Refunds are executed subject to processor, card network, and issuing bank rules, including processing times and operational constraints.

2) Scope and Applicability

2.1. This Policy applies exclusively to purchases completed via the Web Store.

2.2. This Policy does not apply to purchases made through Apple App Store or Google Play, whether for credits, subscriptions, or any other digital content.

2.3. The Seller may, from time to time, introduce additional or product-specific refund rules for particular Digital Items, provided such rules are published or otherwise communicated to Customers.

3) General Principle, Eligibility, and Material Limitations

3.1. Digital Items offered via the Web Store are, by their nature, digitally delivered, and in many cases performed and fulfilled immediately upon successful payment authorization and capture.

3.2. Because Digital Items may be credited to an account instantly and may be consumed, transferred, or otherwise utilized, refunds are not guaranteed and will be evaluated on a case-by-case basis, subject to mandatory applicable law.

3.3. Without prejudice to non-waivable statutory rights, refund requests are generally ineligible (or may be denied) in the following circumstances, as determined by the Seller in its reasonable discretion:

• 3.3.1. The Digital Items (in whole or in part) have been used, consumed, spent, transferred, redeemed, or otherwise applied,
• 3.3.2. The request is based on Customer error (including selecting an incorrect pack), device issues, connectivity issues, or third-party service issues not attributable to the Seller,
• 3.3.3. Delays, partial authorizations, or processing issues caused by banks, card networks, or the payment processor,
• 3.3.4. The purchase was made under a promotion, discount, limited-time offer, or similar campaign (except where mandatory law requires otherwise),
• 3.3.5. There is evidence or reasonable suspicion of fraud, chargeback abuse, unauthorized access, account compromise, or attempts to manipulate or exploit the systems, including repeated refund requests for similar reasons.

3.4. Digital Items constitute non-cash, non-fiat virtual entitlements. They are not legal tender, are not redeemable for cash, and do not represent any deposit, stored value, or investment instrument.

4) Statutory Rights and Immediate Performance Disclaimer

4.1. Nothing in this Policy is intended to exclude, limit, or waive any non-waivable rights a Customer may have under mandatory consumer protection laws.

4.2. Customers acknowledge that Digital Items may be fulfilled immediately after payment confirmation, and that, depending on the applicable legal framework and the nature of the Digital Items, the right of withdrawal/cancellation may be restricted once performance begins or delivery occurs.

4.3. Notwithstanding the foregoing, the Seller may, at its discretion and in good faith, provide refunds or alternative remedies where appropriate under the criteria set out in this Policy.

5) Refund Review Criteria (Non-Exhaustive)

Refund requests may be considered, among other factors, under the following circumstances:

• 5.1. Duplicate charges / double capture for the same intended purchase.
• 5.2. Non-delivery or incomplete delivery: Payment succeeded but the Digital Items were not credited to the Customer’s Sociable account, or were credited incorrectly, as confirmed by system records.
• 5.3. Unauthorized transaction indicators: Where a purchase appears to be unauthorized, subject to verification and potential request for supporting documentation.
• 5.4. System error attributable to the Seller: Confirmable technical failures on the Seller’s side that materially prevented fulfillment.
• 5.5. Unused balance: If the Digital Items have not been used/consumed, the Seller may, at its discretion, approve a refund or provide an equivalent remedy. Used Digital Items are generally non-refundable, subject to mandatory law.

6) How to Submit a Refund Request

6.1. Refund requests must be submitted by email to: info@skylb.com

6.2. The request must include the following information (requests missing required details may be delayed, returned for completion, or rejected):

• The Customer’s Sociable ID (mandatory)
• Purchase date/time (if available)
• The specific pack / credit amount purchased
• The email address used at checkout
• Any payment reference available (for example, receipt details, processor reference, last 4 digits if available, or screenshots)
• A clear explanation of the refund reason and any supporting evidence (screenshots, error messages, etc.)

6.3. For security, fraud prevention, and compliance purposes, the Seller may request additional information to verify identity, account ownership, or transaction legitimacy. Failure to provide requested information may result in denial of the refund request.

7) Review Process, Timing, and Refund Method

7.1. The Seller will review refund requests within a reasonable timeframe, taking into account the complexity of the case and the need for verification.

7.2. The Seller may rely on internal logs, fulfillment records, account usage records, and payment processor information when evaluating eligibility.

7.3. If a refund is approved, it will be issued to the original payment method used in the transaction. Refunds to a different card, bank account, or third party are not permitted.

7.4. Refund settlement timelines vary by payment method, card network, issuing bank, and processor operations. Once the Seller initiates a refund, the time required for the credit to appear on the Customer’s statement is outside the Seller’s control.

8) Partial Refunds, FX Differences, Fees, and Taxes

8.1. Where partial usage occurred, the Seller may, at its sole discretion (except where mandatory law requires otherwise), evaluate whether a partial refund or alternative remedy is appropriate.

8.2. Refunds are processed under the rules of the applicable payment rails. If currency conversion occurred, the refunded amount may differ due to exchange rates, bank spreads, or intermediary fees. The Seller is not responsible for third-party FX or processing fees.

8.3. Any taxes that may have been collected or applied (if any) will be handled in accordance with applicable law and the payment processor’s operational requirements.

9) Chargebacks, Abuse, and Account Security Measures

9.1. If a Customer initiates a chargeback or bank dispute for a transaction while also pursuing a refund request, the Seller may suspend the refund review and apply account-level restrictions pending resolution, in order to manage risk and prevent abuse.

9.2. If refund abuse, fraudulent intent, or material misrepresentation is suspected, the Seller may deny the request, restrict account access, and take any actions reasonably necessary to protect the platform, including pursuing lawful remedies.

10) Amendments to this Policy

10.1. The Seller may update or revise this Policy at any time to reflect operational, regulatory, or payment processor requirements. The updated version becomes effective upon publication on the website.

10.2. By completing a purchase via the Web Store, the Customer acknowledges and agrees to the version of the Policy in effect at the time of purchase.

11) Contact

For all refund-related inquiries and requests: info@skylb.com
Please include your Sociable ID in all communications to ensure timely processing.