At Mountain Interactive, we are dedicated to ensuring that our community members have a seamless and enjoyable experience. However, we recognize that disputes may occasionally arise, whether they relate to billing, transactions, or other concerns. Our goal is to address these issues promptly and fairly.
What is a Dispute?
A dispute refers to any disagreement or concern regarding charges, services, or transactions with Mountain Interactive. Common disputes include:
Billing Disputes: Issues like unauthorized charges, double charges, or incorrect billing.
In-Game Transactions: Concerns about missing or incorrect in-game items, perks, or rewards.
Account Issues: Problems with accessing your account, subscription benefits, or account restrictions.
How to File a Dispute
If you believe there is an issue with a transaction or service, follow these steps to file a dispute:
Review Your Transaction: Check your transaction details, including emails and receipts, to ensure no delays or errors have occurred on your end (e.g., wrong account, network issues).
Gather Evidence: Compile the relevant information for your dispute. This may include:
- Transaction receipts
- Confirmation emails
- Screenshots of the issue
- Your account informationContact Us via Email: To file a formal dispute, email our Dispute Agent at [email protected]. In your email, include a detailed description of the issue, along with the supporting evidence you’ve gathered.
What Happens Next?
After receiving your email, our Dispute Agent will:
Review Your Case: They will examine the details and evidence of your dispute.
Investigate the Claim: They may contact you for further information or escalate the issue to relevant departments, such as billing or development, based on the nature of the dispute.
Provide a Resolution: You will receive an email informing you of the outcome. This could include a refund, account adjustments, or further clarification of Mountain Interactive’s policies.
Common Dispute Scenarios
Unauthorized Charges: If you notice any unapproved charges, notify us immediately to resolve the issue.
Missing In-Game Items: If a purchase doesn’t appear in your inventory, ensure that your account is correctly linked. If the issue persists, our team will investigate further.
Subscription Issues: If you encounter problems with subscription billing or benefits, our Customer Support and Dispute Teams will address the issue as soon as possible.
Contact Us
For any dispute-related concerns, email our team at [email protected]. We are here to help and will work to resolve your issues as quickly and fairly as possible.
Your satisfaction matters to us, and we are committed to addressing disputes efficiently!