Refund and Cancellation Policy

FarmCoast

Encompass Care Services Ltd | Last updated: October 13, 2026

1. Introduction

This Refund and Cancellation Policy ("Policy") explains how refunds, cancellations, consumer cancellation rights, failed purchases, and chargebacks are handled on the FarmCoast platform available at https://farmcoast.fun (the "Platform").

This Policy forms part of the Terms of Service. Capitalised terms used here have the meanings given in the Terms of Service unless stated otherwise.

2. Company Information

Encompass Care Services Ltd
Company number: 13960372
Registered in England and Wales
Registered office: 307 Euston Road, London, NW1 3AD, United Kingdom
Website: https://farmcoast.fun
Email: support@farmcoast.fun

3. Digital Content and Immediate Delivery

FarmCoast supplies Digital Content: Gems, Gold, Virtual Items (buildings, crops, animals, tools, machines, resources, decorations, consumables), account features, and other in-game content.

Digital Content is normally credited to your account immediately or shortly after payment confirmation.

Before completing a purchase, the checkout flow will ask you to confirm that you expressly request immediate delivery of the Digital Content and that you understand you will lose your statutory right to cancel once delivery begins. Without this confirmation, delivery may be postponed until the cancellation period has expired.

4. Consumer Right to Cancel (UK and EU/EEA)

If you are a Consumer in the United Kingdom, you normally have a statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel a distance contract within 14 days without giving a reason. If you are a Consumer in the EU/EEA, you have an equivalent 14-day right of withdrawal under the consumer law of your country of residence. In this Policy, "cancel" includes "withdraw".

For Digital Content not supplied on a tangible medium, this right is lost where all of the following apply:

(a) you expressly consented to delivery beginning during the cancellation period; (b) you acknowledged that you would lose the right to cancel once delivery begins; and (c) the content was credited, accessed, used, spent, or otherwise made available to your account.

A model cancellation form is provided at the end of this Policy.

5. Gem Purchases

Gems are Digital Content. Unless otherwise displayed at checkout, Gems are sold at the Gem Purchase Rate of 1 Gem = 0.10 EUR.

If you purchased Gems and they have not been spent, used, consumed, exchanged, or otherwise activated, you may contact us to request a review of your refund rights — for entirely unused Gem purchases within the cancellation period, we will refund the purchase and remove the Gems from your account.

If you expressly requested immediate delivery and acknowledged the loss of the right to cancel, then once Gems are credited to your account, delivery has begun and the statutory right to cancel may no longer apply.

Gems that have been spent on energy restoration, timer skips, rare items, or other Platform features are treated as consumed and are not refundable except where the law requires otherwise.

Gems cannot be converted back into real money. The Platform offers no payout, cash-out, or reverse-conversion function; a refund under the conditions of this Policy is the only way in which money can be returned to you.

6. Gold and Earned Content

Gold is earned exclusively through gameplay and cannot be purchased for real money. Gold, gameplay rewards, quest rewards, harvested resources, and other earned content have no purchase price and are therefore not subject to refund or cancellation.

Losing Gold or earned content through gameplay decisions (spending at the in-game market, construction, feeding animals, and similar) is a normal part of the game and does not create any refund right.

7. Virtual Items and Consumables

Virtual Items and consumables are Digital Content. The following are not refundable except where required by law:

(a) Digital Content delivered to your account after you requested immediate delivery and acknowledged the loss of the right to cancel; (b) Gems or Gold that have been spent, used, consumed, or exchanged; (c) consumables used in gameplay (for example, energy restores or timer skips already applied); (d) buildings, tools, machines, decorations, or other items purchased and added to your account; (e) content affected by gameplay outcome, timers, drop rates, in-game market prices, game balance changes, or your own in-game choices; (f) bonus, promotional, free, test, or reward balances and items; (g) Gold, gameplay rewards, progress, levels, and other non-purchased in-game content.

8. Failed Delivery, Duplicate Charges, and Technical Errors

You may be entitled to a correction or a refund where:

(a) you were charged but the purchased Digital Content was not delivered; (b) you were charged more than once for the same purchase due to a technical error; (c) the wrong Digital Content was delivered due to our error; (d) a payment was confirmed but your account balance was not updated; (e) a transaction was affected by a verifiable technical fault of the Platform.

In these cases we will, depending on the situation and applicable law, deliver the missing content, correct your balance, reverse the faulty transaction, or refund the payment to the original payment method.

9. Chargebacks and Payment Disputes

Please contact us before initiating a chargeback — most issues are resolved faster and without consequences for your account.

If you initiate a chargeback or payment dispute, we may restrict your account and freeze balances while the transaction is investigated.

If a chargeback concerns Digital Content that has already been delivered, spent, consumed, or activated, we may remove the related content, reverse balances, cancel connected transactions, or suspend the account, as permitted by the Terms of Service and applicable law.

Fraudulent payment disputes or systematic misuse of refund processes may lead to account termination and refusal of future purchases.

10. How to Request a Refund Review

Contact support@farmcoast.fun from the email address linked to your game account and provide:

(a) your account email or user ID; (b) the transaction date and amount; (c) the payment reference or receipt, if available; (d) a description of the issue; (e) screenshots, if available.

We may request additional information to verify the transaction and your identity.

11. Refund Method and Timing

Approved refunds are issued to the original payment method used for the purchase, unless another method is required by law or payment-provider rules.

We process eligible refunds without undue delay and, for statutory cancellation cases, within 14 days of your request. Bank and card-network processing may add additional days that are outside our control, as are delays caused by incorrect user information.

12. No Refund for User Mistake or Game Outcome

Except where required by law, we do not provide refunds for:

(a) accidental purchases after confirmation at checkout; (b) dissatisfaction with gameplay outcomes, timers, drop rates, or game balance; (c) changes to in-game prices, features, or content made as part of game development; (d) purchases made by another person using your account credentials; (e) failure to keep your account secure; (f) use of unsupported devices, browsers, regions, VPNs, or payment methods; (g) suspension or termination of your account caused by your breach of the Terms of Service.

13. Statutory Rights

Nothing in this Policy limits mandatory consumer rights that cannot be excluded under applicable law — for Consumers in the United Kingdom, in particular the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — including statutory remedies for Digital Content that does not conform to the contract. If this Policy conflicts with mandatory consumer law, the law prevails to the extent required.

14. Contact

Annex: Model Cancellation Form

To: Encompass Care Services Ltd, 307 Euston Road, London, NW1 3AD, United Kingdom — support@farmcoast.fun

I hereby give notice that I cancel my contract for the supply of the following digital content: [description of the purchase] Ordered on: [date] Name of consumer: [name] Account email: [email] Date: [date]