Welcome to Smartgrow Gaming and Entertainment Private Limited, a real money gaming platform. We are committed to ensuring a fair, transparent, and enjoyable gaming experience. Please review our refund policy carefully to understand the terms and conditions under which refunds may be issued.

1. Eligibility for Refunds

• Refunds are applicable only in cases where there is a proven technical issue on our platform that affects your gameplay or transaction.
• Refunds are not provided for losses incurred during gameplay, as all gaming outcomes are final and based on skill and, in some cases, chance as well.

2. Types of Refundable Situations

• Failed Deposits: If funds are debited from your bank account but not reflected in your gaming wallet, a refund or correction will be issued after verification.
• Duplicate Transactions: If a deposit or withdrawal is accidentally processed more than once, we will reverse the duplicate transaction upon request and verification.
• Technical Errors: If a game or transaction fails due to server issues or technical problems on our end, affected players may be eligible for a refund or compensation after investigation.

3. Non-Refundable Situations

• Refunds will not be provided for outcomes of games, user errors, or disconnection issues from the user’s end (e.g., network issues, device malfunctions).
• Misuse or fraudulent activity detected in your account will nullify any refund requests.
• Refunds are not available for voluntary deposits or for the withdrawal of bonus funds.

4. How to Request a Refund

• Contact Support: For refund requests, please contact our customer support team within 24 hours of the transaction or gaming event in question. You may reach us through support@smartgrowgaming.com.
• Required Information: Include details of the transaction (e.g., transaction ID, amount, date/time) and a brief description of the issue.
• Investigation Process: Our team will investigate your request and may reach out for additional information. Refunds will be processed only if the request meets eligibility criteria.

5. Processing Refunds

• Approval Timeline: Refund requests will be reviewed within 5-7 business days.
• Method of Refund: Approved refunds will be credited back to the original payment method or to the user’s wallet balance, as applicable.
• Time for Completion: Refund completion may vary based on the user’s bank policies, but it typically takes 7-10 business days after approval.

6. Disclaimers and Limitations

• Smartgrow Gaming reserves the right to refuse a refund if there is any suspicion of misuse, abuse, or violation of our Terms of Service.
• This policy may be updated periodically to comply with legal requirements or platform improvements, so please review it regularly.