Refund Policy

At ChickenRoad, we strive to provide a fair and transparent gaming experience. However, it's important to understand that gambling involves risk, and losses are a natural part of the gaming experience.

We do not provide refunds for:

• Gaming losses incurred during normal gameplay
• Bets that were placed and lost according to game rules
• Decisions made during gameplay (such as when to cash out in Chicken Road)
• Technical issues that were resolved during the same gaming session

Refunds may be considered in the following exceptional circumstances:

• Technical Failures: Platform malfunctions that significantly impact gameplay
• System Errors: Errors in our systems that result in incorrect transactions
• Unauthorized Transactions: Transactions made without your consent
• Duplicate Charges: Multiple charges for the same transaction
• Service Interruptions: Extended periods of service unavailability
• Verification Delays: Excessive delays in KYC verification process

For Chicken Road game specifically, refunds may be considered for:

• Game Crashes: When the game crashes during active gameplay
• Connection Issues: When our servers experience connection problems
• Betting Errors: When bets are placed incorrectly due to system errors
• Cashout Failures: When cashout requests fail due to technical issues
• Display Errors: When game information is displayed incorrectly

Note: Refunds are not provided for gameplay decisions, such as waiting too long to cash out and losing your bet.

To request a refund, follow these steps:

1. Contact Support: Reach out to our support team immediately
2. Provide Details: Explain the issue and provide relevant information
3. Submit Evidence: Include screenshots, transaction IDs, or other proof
4. Wait for Investigation: Allow us time to investigate the issue
5. Receive Decision: Get notified of our decision and any actions taken

To process your refund request efficiently, please provide:

• Account Information: Your username and account details
• Transaction Details: Transaction ID, amount, and timestamp
• Issue Description: Clear explanation of what went wrong
• Evidence: Screenshots, error messages, or other supporting documents
• Timeline: When the issue occurred and how long it lasted
• Impact: How the issue affected your gameplay or account

When investigating refund requests, we:

• Review Records: Examine transaction logs and account activity
• Check Systems: Verify platform functionality and game algorithms
• Analyze Evidence: Review any documentation or screenshots provided
• Consult Logs: Check server logs for technical issues
• Verify Claims: Confirm the accuracy of your claims

This process typically takes 3-5 business days, depending on the complexity of the issue.

If a refund is approved, it will be processed using one of these methods:

• Account Credit: Refunded amount added to your gaming account
• Original Payment Method: Refunded to the method used for the original transaction
• Alternative Payment: Refunded through an alternative method if the original is unavailable
• Bank Transfer: Direct bank transfer for larger amounts

The refund method will be determined based on the original payment method and our policies.

Refund processing times vary depending on the method:

• Account Credit: Usually processed within 24 hours
• M-Pesa Refunds: 1-3 business days
• Bank Transfers: 3-7 business days
• Card Refunds: 5-10 business days (depending on your bank)
• Other Methods: Varies by payment provider

Note: Processing times may be longer during peak periods or for complex cases.

Refunds will not be provided in the following situations:

• Normal Gameplay Losses: Losing bets during regular gameplay
• User Errors: Mistakes made by the user during gameplay
• Network Issues: Problems with your internet connection
• Device Problems: Issues with your device or browser
• Delayed Reporting: Issues reported after significant delays
• Policy Violations: Violations of our terms and conditions
• Fraudulent Claims: False or misleading refund requests

In some cases, partial refunds may be provided:

• Service Interruptions: Partial refund for extended downtime
• Technical Issues: Partial refund for significant technical problems
• Verification Delays: Partial refund for excessive KYC delays
• System Errors: Partial refund for minor system issues

The amount of partial refunds is determined on a case-by-case basis.

If you disagree with our refund decision:

1. Request Review: Ask for your case to be reviewed by senior management
2. Provide Additional Information: Submit any new evidence or arguments
3. Escalation Process: Your case will be reviewed by higher-level staff
4. Final Decision: Receive final decision from senior management

We are committed to fair treatment and will thoroughly review all appeals.

To minimize the need for refunds:

• Read Game Rules: Understand how Chicken Road works before playing
• Check Your Connection: Ensure stable internet before starting games
• Verify Transactions: Double-check all transaction details
• Report Issues Early: Contact support immediately when problems occur
• Keep Records: Save transaction IDs and communication records
• Follow Guidelines: Adhere to our terms and responsible gaming policies

To request a refund or discuss refund-related issues:

• Support Email: support@inoutchickenroad.com
• Support Tickets: Use our ticket system for detailed tracking
• WhatsApp Support: Contact us through WhatsApp for immediate assistance
• Phone Support: Call our support line during business hours

Our refund team is trained to handle all refund requests fairly and efficiently.