Customer Support Policy

Customer Support Policy

Blu Games Pte. Ltd. · Effective 19 August 2026 · Version 1.0

This Policy sets out how Blu Games Pte. Ltd. receives, prioritises and resolves player enquiries across all titles published under the Funstop Games brand. It applies to employees, contractors and any outsourced support partner acting on our behalf.

Owner: Player Support Lead. Approver: CEO. Review cycle: every 6 months.

1. Support Channels

English is our supported language. Enquiries received in other languages are handled using machine translation with a human review of the outbound reply; where accuracy matters to the outcome, we escalate for human translation.

Support operates Monday to Friday, 10:00–19:00 India Standard Time, excluding public holidays. Tickets received outside these hours enter the queue and are worked from the next business day. Severity 1 incidents are monitored outside business hours.

2. Service Levels

If we cannot resolve a ticket within its target, we contact the player before the target expires to explain the delay and give a revised timeline. Silence past an SLA target is treated as a breach of this Policy, not merely a late ticket.

Targets are measured on business hours, from the time a ticket enters the queue to the time our first substantive reply is sent. Automated acknowledgements do not count as a first response.

3. Purchases, Refunds and Billing

All in-app purchases in our games are transacted by Apple or Google. Blu Games does not process payments, does not hold payment credentials, and cannot issue refunds directly.

Refund requests: we direct players to the relevant storefront — reportaproblem.apple.com for iOS, or Google Play order history for Android — and provide the transaction details they need to make the request.

Failed or missing purchases: where a player was charged but did not receive the item, we verify the transaction against our purchase records and grant the item in-game. This is done regardless of whether the player also seeks a refund from the store, and takes priority over the refund question.

Duplicate charges: verified duplicates are escalated to the store and the player is granted the item once; we do not ask the player to wait for the store outcome before receiving what they paid for.

Goodwill grants: agents may grant in-game currency or items up to a value of USD 25 per player per 90 days at their own discretion to resolve a legitimate service failure. Above that, Player Support Lead approval is required. Goodwill grants are logged.

Chargebacks: accounts with a confirmed chargeback may have the corresponding items removed. Where the resulting balance is negative, the account is restricted until it is settled. Players are informed of the reason and may appeal.

Statutory consumer rights — including EU and UK withdrawal rights and Singapore’s Consumer Protection (Fair Trading) Act — apply in addition to this Policy and are never denied on the basis of it. Where a player asserts a statutory right, the ticket is escalated to the Player Support Lead.

4. Lost Progress and Account Recovery

Progress is tied to the platform account and the device installation. Players who have not linked a cloud save may lose progress on device change; this is explained clearly in the reply rather than blamed on the player.

To restore progress, we ask for the transaction identifier of a past purchase, the approximate install date, and the last known progression state. We do not ask for passwords, payment card details, or copies of identity documents.

Where records substantiate the claim, we restore purchased content and a reasonable approximation of progression. Where they do not, we say so plainly and offer a goodwill grant within the Section 3 limits.

Recovery requests where the requester cannot substantiate ownership are declined. Account takeover is a real risk and we do not trade it away for a shorter queue.

5. Bug Reports and Escalation to Development

The agent reproduces the issue where possible, or gathers device model, OS version, app version, store, region and reproduction steps.

The ticket is tagged and linked to a bug record. Duplicate reports are linked to the same record so impact is visible.

A bug affecting more than 1% of daily active users, or blocking purchases, is raised to P1 and reported to the Head of Product the same day.

Affected players are notified when a fix ships, and any lost purchased content is restored.

Weekly, the Player Support Lead circulates the top five issue clusters by ticket volume to product and engineering.

6. Player Conduct and Restrictions

We may restrict or terminate access where a player cheats, uses modified clients or automation, exploits bugs for material gain, engages in payment fraud, or abuses our staff.

Restrictions are applied on evidence, recorded with the reason, and communicated to the player.

Players may appeal once, to the Player Support Lead. Appeal outcomes are final and are communicated with a reason.

Abusive, threatening or discriminatory messages to our team may be answered once with a warning, then closed. Agents are never required to continue an abusive exchange, and closing such a ticket is not counted against their resolution metrics.

Any message indicating a threat to life, self-harm, or harm to a child is escalated to the Player Support Lead immediately and handled under the separate escalation protocol. Agents do not attempt to counsel the player themselves; they respond with signposting to appropriate services and escalate.

7. Privacy Requests

Requests to access, correct, delete or port personal data, or to opt out of personalised advertising, are routed to privacy@blu.games and logged in the privacy request register on the day of receipt.

We acknowledge within 3 business days and substantively respond within 30 calendar days, extending only where the law permits and the player is told why.

Identity is verified proportionately — usually by matching the requesting email to the account and confirming a past transaction identifier. We do not require identity documents for a routine request.

Deletion requests are honoured except where data must be retained for tax, accounting, fraud or legal-claim purposes; the player is told which categories are retained and for how long.

Unresolved or contested requests, and any suspected personal data breach, are escalated the same day to the Data Protection Officer at dpo@blu.games.

Support tickets themselves contain personal data. Agents access only the tickets they are working and must not export player data outside approved systems.

8. Communication Standards

Reply as a person, not a template. Macros may be used as a starting point but every reply must address the specific facts the player raised.

Acknowledge the problem before explaining constraints. A player who lost a purchase does not want the architecture explained first.

Never blame the player, and never imply a claim is fabricated. If we cannot verify something, say what we could not verify.

Do not promise features, fixes or dates that have not been committed by product.

Do not disclose internal tooling, partner names, revenue figures, or the details of another player’s account.

Close every ticket with a clear statement of the outcome and what, if anything, happens next.

9. Store Review Responses

All 1–2 star reviews receive a public response within 3 business days. 3–5 star reviews are responded to selectively.

Responses are non-defensive, acknowledge the specific complaint, and offer the in-game support route for anything account-specific.

We never ask a player to change or remove a review as a condition of help, and we do not solicit positive reviews in exchange for anything of value.

10. Metrics and Quality

Metrics are used to improve the product and the service, not to penalise agents for handling difficult tickets thoroughly. Ticket volume alone is never a performance measure.

11. Records and Retention

Support correspondence is retained for 24 months from ticket closure, then deleted or anonymised.

Goodwill grants, restrictions, appeals and privacy requests are logged with the reason and the approver.

Retention and handling of support data follow the Blu Games Privacy Policy, which prevails in the event of any conflict.

12. Escalation Path

Approved by: _______________________________ Date: _______________

Prashanth Vijay Udumula, Chief Executive Officer, Blu Games Pte. Ltd.