This policy is primarily based on the laws of the Republic of China (Taiwan) and Taiwan’s mandatory disclosure and prohibited clauses for standard contracts of internet-connected game services. It is a practical player-facing explanation, not legal advice. If this policy conflicts with mandatory law, mandatory law will prevail.

1. Scope

This Refund Policy applies to the Mumu Studio website, game servers, Beta or test environments, official live service and related online services for 無盡冒險Online, including the official shop for diamond top-ups, the 30-day Legendary Adventurer Pass, shop items, passes and other paid digital content.

This policy should be read together with our Terms of Service, Privacy Policy, game rules, event announcements and the product information displayed on purchase pages. If you pay through Apple, Google, a payment processor, a platform store or another third-party payment service, that platform’s refund process and review rules may also apply.

2. Core principles

Taiwan’s online game consumer framework does not support a blanket “no refunds under any circumstances” approach. Under the official standard-contract rules for internet-connected game services, a consumer may terminate the contract in writing within seven days after starting the game and may request a refund for unused paid points. When a consumer terminates the contract, the operator should refund unused paid points or game fees within thirty days after deducting necessary costs, or handle them in another way agreed by both parties.

For that reason, we distinguish between “unused paid points or game fees” and “virtual goods or digital content that has already been provided, consumed, redeemed or used.” The former may generally be reviewed for refund. The latter is generally non-refundable because the digital content has been provided and used, unless applicable law requires otherwise, the transaction is abnormal, the payment was duplicated, the transaction involved a minor without required consent, or the issue was caused by us.

Notice under Article 19, Paragraph 2 of Taiwan’s Consumer Protection Act: The virtual diamonds and the 30-day Legendary Adventurer Pass provided by this service are digital content not supplied on a tangible medium, or online services completed once provided. Once payment is completed and the item is delivered to the in-game mailbox, or once pass benefits are activated, the digital content is deemed provided or the online service has started. Unless applicable law requires otherwise, an abnormal transaction is confirmed, or the issue was caused by us, the seven-day unconditional contract-cancellation or cooling-off period under Article 19, Paragraph 1 does not apply.

Type	General handling	Example
Unused paid points or game fees	May be requested for refund under this policy and applicable law. Necessary costs may be deducted where allowed.	You bought 3,000 diamonds and did not use, redeem, transfer or spend them.
Consumed virtual currency	Generally non-refundable unless required by law or unless an abnormal transaction is confirmed.	Diamonds used for draws, shop purchases, enhancement, trading or event participation.
Provided and used virtual items	Generally treated as digital content already provided and used, unless the law provides otherwise.	Opened boxes, claimed monthly-card benefits, redeemed outfits or equipment.
Duplicate payments, accidental top-ups or system errors	After verification, we may deliver the missing content, reverse the transaction, refund the payment or provide reasonable compensation.	The same order was charged twice, or payment succeeded but points were not delivered.

3. Refundable cases

You may submit a refund or transaction review request in the cases below. We will review the request based on payment records, game logs, platform records and applicable law.

Unused paid points or game fees: paid diamonds, points or game fees that have not been consumed, redeemed, transferred, gifted or used in any in-game transaction.
Seven-day contract termination where applicable: under Taiwan’s online game standard-contract rules, you may request termination and a refund of unused paid points through written notice or the process we announce.
Duplicate or incorrect charges: the same order was charged more than once, the payment platform reports an abnormal charge, or a system error caused an unintended payment.
Accidental top-up that remains unused: if the paid points have not been used, redeemed or transferred, you may request a review. The result depends on transaction status, platform limitations and applicable law.
Service issues caused by us: if a service interruption attributable to us prevents you from using the service and game fees or in-game items are deducted during the unavailable period, we will return them or provide reasonable compensation as required by law.
Cases required by law: including minor transactions made without required legal representative consent, service shutdown handling for unused paid points, or other circumstances where Taiwan law requires a refund.

4. Generally non-refundable cases

The following cases involve digital content that has already been provided, consumed or used. Unless the law requires otherwise, we announce a special exception, an abnormal transaction is verified, or we agree on another remedy, they are generally non-refundable and not restorable.

Diamonds, points, tokens or other virtual currency that has already been consumed.
Virtual items, equipment, outfits, pets, materials, enhancement resources or event rewards that have already been redeemed, claimed, equipped, traded, gifted or consumed.
Opened loot boxes, gacha, draws, chance-based items or other randomized-result content. If we provide chance-based paid content in the future, we will disclose the event content, prizes and probabilities as required.
Monthly cards, passes, time-limited boosts, experience boosts, paid event tickets or other period-based services after the period has started or benefits have been claimed. The 30-day Legendary Adventurer Pass is a one-time purchase and is not an auto-renewing subscription; it will not charge again automatically after expiration.
Consumed content on accounts restricted, suspended or terminated due to violations of the Terms of Service, game rules, cheating, fraud, illegal trading or other serious misconduct, unless the law requires otherwise.
Losses caused by player input errors, misoperation, account sharing, private trading, proxy top-ups, unauthorized third-party services or allowing another person to use the account.

5. Minor transactions

If a consumer is a person with limited capacity under Taiwan law, the contract should be made with the consent of the legal representative. If a person without capacity enters into the contract, the legal representative should act on that person’s behalf. If a minor purchases paid points without the required legal representative consent or without the legal representative acting for them, the legal representative may submit a request through our announced process with supporting documents. After verification, we will refund the unused game fees as required by law.

To process a minor-related refund request, we may ask for proof of identity, proof of parent-child or guardianship relationship, payment receipts, transaction numbers, account identifiers and necessary contact information. If the points or items have already been used, redeemed, transferred or consumed, the refund scope may be limited. Mandatory legal requirements will still prevail.

6. Platforms and chargebacks

If you paid through a credit card, bank, Apple, Google, a payment processor, a game platform or another third-party payment service, the refund may need to follow that platform’s process. A platform-approved refund does not automatically mean our in-game account records have been adjusted. We may need to deduct corresponding points, recover virtual items, adjust account records or temporarily suspend benefits related to the disputed transaction.

If you file a chargeback, platform refund or payment dispute, please also notify us so we can match the order and prevent account data inconsistencies. If we verify fraud, impersonation, refund abuse, malicious chargebacks or other conduct violating law or our Terms of Service, we may act under the Terms of Service, game rules and applicable law.

7. Service shutdown

If we terminate all or part of 無盡冒險Online because we stop operating the game service, we will announce the termination at least thirty days in advance on the official website, game login page, purchase page or other appropriate channels as required by Taiwan’s online game rules. If your account includes usable contact information, we will also make reasonable efforts to notify you through that information.

Upon shutdown, unused paid points or game fees will be handled according to our announced plan, applicable law and any mutually agreed method. If a refund is legally required, we will process it under the applicable rules and our announced procedure. If we fail to provide legally required advance notice, unused paid points or game fees may need to be refunded without deducting necessary costs, and reasonable compensation may also be required by law.

8. How to request a refund

If you need a refund or transaction review, please contact support and provide enough information to identify the transaction and account. Once we receive complete information, we will review the request based on the specific facts, platform responses, game logs and applicable law. In normal cases, items are delivered to the in-game mailbox within 1 to 5 minutes after payment is completed. If a network delay, payment-processor callback issue or system matching failure prevents immediate delivery, please keep the payment receipt and order number so support can manually verify and reissue the items where appropriate.

Support email: support [at] endless.tw
Please include: account ID, character name, payment date, payment method, order number, transaction amount, item requested for refund, reason for the request and a reachable email address.
For a minor-related transaction, the legal representative should submit the request and attach necessary supporting documents.
If the information is incomplete, we may ask for additional documents. The refund process may be paused until identity or transaction verification is complete.
Where a refund is legally required and no third-party platform processing is pending, we generally process it within thirty days after confirmation through the original payment method, card reversal, bank transfer or another mutually agreed method.

9. Governing law and references

This policy is governed by the laws of the Republic of China (Taiwan). If this policy conflicts with the Consumer Protection Act, Taiwan’s standard-contract rules for internet-connected game services or other mandatory laws, those mandatory laws will prevail.

This policy was mainly prepared with reference to the following public materials:

10. Contact

If you have questions about this policy, payment records, minor transactions or a refund request, please email support [at] endless.tw or contact us through the official Discord: https://discord.gg/pFzpCE8ftq.

If this policy is updated due to official launch, payment platform changes, legal changes or shop content changes, we will update the “Last updated” date on this website. If a change materially affects your rights, we will notify players through website announcements, Discord or another appropriate method.