1. Transaction and Purchase Policy
All purchases made on apnaludo.cloud are final. Since the value is used for participating in skill gaming tournaments on the platform, these transactions are non-refundable once successfully processed and credited to your account.
We advise you to add only the amount you intend to use for match entry fees.
2. Payment Failures and Discrepancies
In the event that money is debited from your bank account or payment method but is not credited to your apnaludo.cloud wallet within 10 minutes:
- Please check if the payment is in a "pending" or "processing" status inside your UPI app.
- If the transaction was successful but your balance has not updated, please contact our support team with the transaction details and payment receipt.
- Once verified, the amount will be manually credited to your wallet, or the transaction will be flagged for reversal. If a refund is initiated by the gateway, it typically takes 5 to 7 business days to reflect in your original payment source.
3. Match Cancellation and Disconnection Rules
Matches on apnaludo.cloud run in real-time. If a match is cancelled or aborted due to a platform-side server failure, both players will have their entry fees refunded in full to their game wallets.
However, we are not responsible for cancellation or losses due to individual player issues, including:
- Unstable internet connection or network failure on your device.
- Incoming phone calls, app minimization, or leaving the active game screen.
- Device battery depletion or hardware crashes.
In these circumstances, the standard game timer will continue to run, and if you fail to make your moves within the allotted time, your opponent will be declared the winner by default.
4. Redemption (Withdrawal) Policy
Winning balances can be redeemed (withdrawn) into your linked UPI account or bank account. Withdrawals are subject to verification rules, including:
- Successful KYC verification (if enabled/required on the platform).
- Meeting the minimum withdrawal threshold of ₹100.
- Compliance with our Fair Play and Terms of Service. If any user is found using duplicate accounts, collusion, or hacking, their account will be blocked and all balances forfeited.
5. Contact Support
For any queries or assistance regarding transactions, wallet balances, or refunds, please reach out to our customer support desk:
Email: support@apnaludo.cloud