Refund Policy

This refund policy applies to the purchases made through the Empires & Puzzles Store.

The terms of this Refund Policy govern the relationship between you (hereinafter “you” or “Customer”) and one of the companies of Zynga, Inc. (hereinafter "Zynga" or "us" or "we") regarding your purchase. Which company of the Zynga group of companies is a party to this Refund Policy, concluded with a specific Customer, depends on the chosen method of payment. The name and legal address of the company from Zynga which is a party to the Refund Policy will be shown on the checkout page after you choose a payment method. In addition, the name and address of the relevant company will be indicated in the receipt provided to the Customer after the completion of a successful payment for the purchase.

You must be at least 18 years old or the legal age of majority in your jurisdiction to place an order on the Empires & Puzzles Store. If you are under 18 years old or the legal age of majority in your jurisdiction, your parent or legal guardian must place an order on your behalf. By placing an order on the Empires & Puzzles Store, the Customer (or the Customer’s parent or legal guardian) acknowledges having read and accepted this Refund Policy.


1. Our Items

1.1 Digital Content. Zynga provides you with software which is delivered to you via internet download only. You can purchase the following Zynga products: a) pre-order, b) subscription, c) access to a game (via key or a registered game account), d) in-game currency, e) in-game item, f) premium account (collectively the “Digital Content”). Please note that the Digital Content is provided with limitations detailed in our Terms of Service:

1.2 All types of purchases - Digital Content and (or) Products collectively will be titled “Items” or “Order”.

1.3 The Digital Content and Products and its descriptions and specifications are provided as is and are subject to change at any time without notice. Zynga does not warrant the accuracy, reliability, or completeness of such description or specification.

2. Ordering

2.1 By placing an Order with Zynga, you acknowledge that your transaction will be with us. You further acknowledge that upon successful verification by us of the authenticity and sufficiency of the information you provide, we will then sell you the items to you for the amounts presented and agreed-upon when you submitted your Order.

2.2 We will start processing your Order after your purchase has been approved. Orders are typically processed instantly, but may take up to 2–5 days to complete depending on your chosen payment method.

2.3 Once your Order has been processed, we will send you a confirmation email (if possible) using the email address provided to us.

2.4 This confirmation email will serve as your electronic purchase receipt and will contain information about your Order. The contract between you and Zynga will only be formed when you receive your Order confirmation email.

2.5 If we are unable to supply you with an Item (for example, because that Item is not in stock, or no longer available, or because of an error in the price) or your Order is anticipated to be delayed for thirty (30) days or more, Zynga will inform you of this by email and we will not process your Order. If you have already paid for the Item, we will refund you the full amount charged as soon as possible, but in no event later than thirty (30) days of your receipt of an Order confirmation email, and will incur no further liability to you.

3. Order Price

The price of your Order will be quoted including any applicable taxes and shipping costs (except in circumstances where free shipping is offered) at the time of purchase and based on the country data you provide.

4. Product Delivery

4.1 Digital Content is delivered to you based on the information which you provide, and you are responsible for the accuracy of such information. If any regulations are breached (including but not limited to export/import regulations) due to inaccurate information provided by you, then you are responsible for such a breach.

4.2 If you have any other questions about your order, please visit

5. Fraud Prevention

We reserve the right to deny access to our servers if we establish a fact pattern that indicates the illegal use of the Digital Content, or any other action aimed at obtaining the Digital Content which the user is not entitled to claim. Please note that Customers whose accounts are banned do not have the right to demand the return of purchased Digital Content or any other refund.

6. Refund Request

6.1 We are pleased to offer returns collection service to all Customers where the purchases meet our Refund Policy. Zynga will take all reasonable actions to solve any issues you may have with the Item(s) or a refund request in good faith.

6.2 The cancellation period starts from the date you receive your Item. You have 14 days from receipt of your Item to inform us of your intention to return or exchange (“Cancellation Period”).

6.3 To request a refund you need to visit and contact Zynga customer support. Before sending a refund request, please note that there are some exceptions to the refund rules for the Digital Content which are mentioned in the Refund condition section below.

7. Refund Conditions

7.1. Item is not received, unavailable, or delayed – refund is allowed (see section 2.5 above). In case of pre-orders, which have not been delivered yet, you may get a refund at any time up to the day of the game release; after the game is released general rules of refunds are applicable.

7.2. Duplicate purchase (a transaction which has been made within 5 minutes of the last transaction for the same item):

Subscriptions – refund is allowed;

In-game currency, In-game items – refund is allowed if the purchase has not been redeemed;

Pre-orders - refund is allowed until the playable content has been delivered.

7.3. Forgot to deactivate a subscription – refund is not allowed.

7.4. Purchase of in-game currency by mistake – refund is not allowed if the purchase has been redeemed.

7.5. Technical problems with the Digital Content – refund is not allowed (such issues must be reported directly to Zynga Customer Support).

7.6. General statements (such as “not what I thought”, or “I can't use this”): Subscriptions, In-game items, Game keys, Pre-orders – refund is not allowed.


By using, redeeming, or downloading any Digital Content during the Cancellation Period , you acknowledge that you will lose your right to request a refund. For example, you have purchased the Digital Content, paid for it and received the download link, or an email with the key for the access to a game, etc. If you start downloading the Digital Content on your computer or you have entered the key to receive the Digital Content during the Cancellation Period, that means that you waive your right to cancel the purchase.

8. Effects of Cancellation

8.1 Refunds can only be issued to the original payment method used for a payment, and you will not incur any fees as a result of such reimbursement. It’s not possible to send a refund to a different account. In the case that you are required to make a refund to a different destination (e.g. a non-refundable method was originally used), fees from this charge will not be returned.

8.2 Refunds may take up to 10 working days to appear in your account, depending on the payment method to which it is being issued.

8.3 If you choose to cancel, you must clearly inform us of your decision during the Cancellation Period. To effectively cancel your Order or part of your Order, please reach the Support team at and detail 1) the date that the Order has been paid, 2) that date that the Order has been received, 3) the Item(s) being cancelled, 4) the Order reference number, 5) a screenshot of your purchase receipt which is not in pending status with your payment provider or the error you’re receiving, 6) your full name, and 7) your player ID/UID or ZID. To find your player ID/UID or ZID:

a. Locate the "Setting" widget within your game.

b. Look for the Help icon or Player Support icon.

c. You should be able to locate your ZID, Player, or Device ID at the bottom.

8.4 For cancellations, we will make the reimbursement without undue delay, and not later than fourteen (14) days after we receive your cancelled and returned Item(s).

9. Limitation of Liability

9.1 Zynga does not exclude or limit in any way our liability to you where it would be unlawful to do so. To the extent permitted by law, our total liability to you in respect of any direct, indirect, special, incidental, consequential damages of any kind (including lost profits), or all other foreseeable losses arising under or in connection with the EULA and this Refund Policy, whether in contract, tort (including negligence), breach of statutory duty, or otherwise even if we have been advised of the possibility of such damages, shall in no circumstances exceed the total price of a) the Items, or b) $150 USD, whichever is less.

9.2 You agree not to use the Items for any commercial, business, or resale purposes, and Zynga has no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. Xsolla only supplies the Items for domestic and private use. If you use the Items for any commercial, business, or resale purpose, Xsolla will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

10. Disputes

10.1 This Refund Policy (as well as the EULA) are governed by the laws applicable in the State of California without reference to conflicts of laws rules and shall be construed accordingly.

10.2 Before bringing a formal legal case, you must send written notice to ZYNGA INC., LEGAL DEPARTMENT, ATTN: ARBITRATION OF DISPUTE, 1200 Park Place San Mateo, CA 94403, in order to give Zynga the opportunity to resolve the dispute with you informally through negotiation. Unless you indicate otherwise in your notice, Zynga shall respond to your notice using your last-used billing address or the billing and/or shipping address that we have. If Zynga has a dispute with you, Zynga will provide notice to the address and/or email address it has on file for you, if any. You and Zynga agree to negotiate the dispute in good faith for no less than 30 days after notice of the dispute is provided. If the dispute is not resolved within 30 days after receipt of notice of the dispute, Zynga or you may pursue the claim in binding individual arbitration as provided in Zynga’s Terms of Service (“Terms”). You and Zynga each agree that a dispute cannot be submitted to arbitration unless and until the party submitting the dispute to arbitration has complied, to the extent feasible, with the requirements of this paragraph.

10.3 New Era ADR (“New Era”) will administer any arbitration between you and Zynga. The parties agree that New Era’s Virtual Expedited Arbitration Rules and Procedures, as well as any of its General Rules and Procedures that are applicable, will be used. You can look at New Era’s rules and procedures on their website at (This webpage address is potentially subject to change.) If something in this Refund Policy or the Terms is different from New Era’s rules and procedures, then the parties agree to follow the Terms instead.

10.4 If you start an arbitration in accordance with this Refund Policy, you will be required to pay New Era’s $300 filing fee, subject to any applicable statutes relating to the payment of arbitration fees. You will not be responsible for paying any other fees for the arbitration. All other fees and expenses charged by New Era will be paid by Zynga. Additionally, if New Era determines that you are unable to pay any part of the filing fee, Zynga will pay that part too. In the event that the arbitrator determines that all of the claims asserted by the party bringing the arbitration are frivolous, that losing party agrees to reimburse the prevailing party for all arbitration fees as well as reasonable attorneys’ fees and costs incurred by the prevailing party in connection with the arbitration.

10.5 Arbitration will be conducted virtually. If an in-person hearing is required, the hearing will occur in either San Mateo County, California or where you reside; you choose.

10.6 The parties agree that neither you nor Zynga can bring a claim as a plaintiff or class member in a class action, consolidated action, or representative action, or otherwise seek to recover losses incurred by a third party.

11. Privacy Statement

We are committed to protecting the privacy of our Customers. For information on how information is collected, used, or disclosed by us in connection with your purchase, please consult our Privacy Policy.

12. Contact Details

If you have any further questions or concerns related to our Refund Policy, please feel free to contact our Customer Support at for more information.

Last Updated: November 14, 2022