Reimbursement Policy
It is our goal to keep our customers as satisfied as possible and to balance that with the overall integrity of the game.
This policy is not all-inclusive and there are situations outside the scope of the policy that may be determined at the specific time to not warrant any reimbursement. Please remember that no request for reimbursement will be guaranteed to be fulfilled.
Money (FSD)
FSD (FS Dollars) are the units that players use as currency with merchants and other players in FOOTBALL SUPERSTARS™.
FSDs may be reimbursed under some cases. Such a reimbursement would take place after an investigation and at the discretion of a Customer Support Representative.
Deleted/Missing Player Characters
Characters can only be deleted from the character selection screen which is only accessible using your Login ID and password.
Deleted characters may not be restored.
Missing characters due to to a bug in the system or game related problem may be restored after an investigation and at the discretion of a Customer Support Representative.
Note: A restore of a missing character cannot be guaranteed, including any items of any kind that were on the character at the time of deletion. It is imperative that you contact Customer Support immediately if you wish to request a character restore.
Missing or Sold Items
Items lost to a bug in the system or game related problem may only be reimbursed after an investigation and at the discretion of a Customer Support Representative.
Items that are sold, intentionally or accidentally, may NOT be reimbursed.
Dropped Items
Items in FOOTBALL SUPERSTARS™ cannot be dropped.
Skills
Missing skills due to a bug in the system or game may only be added back to the character after an investigation and at the discretion of a Customer Support Representative.
Experience
There are no experience point loss penalties in FOOTBALL SUPERSTARS™.
Account Transfers & Unauthorised Account Access
If you bought, sold or traded an account from another player, we will not consider this account for any help.
The term unauthorized Account Access is referred to as any unauthorized access to another person's account. If your account was accessed without your authorisation and items were stolen or transferred to other players, we will investigate and items that we are able to track down may be moved back to the rightful owner.
Note: If an account was accessed without authorisation and items were transferred to other players or deleted these items might be confiscated and moved back to the rightful owner or restored. In some cases we may be unable to track down all items and reimbursements will not be granted.. Any action will be pending a thorough investigation and be at the discretion of a Customer Support Representative.
If it is found you have used a third party program and that facilitated someone to gain access to your account, all requests for reimbursement will be denied.
As a rule, reimbursements will not be given unless a Customer Service Representative is able to review the server logs and verify that the loss occurred due to unforeseen technical issues. Screenshots may not be used as evidence to support your case, as they are easily altered and we unfortunately cannot accept player statements either.
Spamming the Customer Service Representative queue with petitions or e-mails requesting reimbursements or giving false information in an attempt to have an item or character replaced is not permitted and may result in suspension or banning of your account.
Subscription & Bond Purchases
As a rule, an amount paid towards a subscription or the purchase of bonds cannot be reimbursed. You may cancel recurring subscriptions prior to the end date to prevent further subscriptions from being paid. This would lead to your account closing at the end of your subscription date and access to Football Superstars being blocked.
Please note that once an account has been upgraded to a Premium Subscription, under no circumstances can it be downgraded to a standard Free-to-Play account. If a Premium account has expired, the user is required to activate a Subscription option to gain access to the game.
