All purchases in the game are regulated and processed by the mobile platform, i.e., the store from which you have downloaded the game (Google Play/App Store/Huawei AppGallery/Amazon Appstore/Microsoft Store/Samsung Galaxy Store, depending on your device).
If the purchased goods have been added to your game profile in full accordance with the payment made, and the type / quantity of the purchased resources and items are in line with the pack or offer displayed in the game at the time of the purchase, no refund shall be granted under the Terms of Use.
In case the purchase has not been added to your profile, or there are any discrepancies in the amount or type of the obtained resources, please contact our support team using the “Support” button in the game settings and attach a screenshot of your Google/Apple/Huawei/Amazon/Microsoft/Samsung Galaxy Store receipt. Please refer to this article for further instructions.
NOTE: there is an option to submit a refund request directly through the mobile platform support (Google/Apple/Huawei/Amazon/Microsoft/Samsung Galaxy Store). However, based on the applicable game rules, abuse of refunds is considered a violation and is punishable by restricting access to the profile (ban).
You can find the In-Game Code of Conduct under this link.