Vestigios Entertainment SpA

1. Scope of Support

We provide support for technical issues, account access problems, payment inquiries, and questions about our products and services. Support is provided in English and Spanish during standard business hours (Chilean time zone).

2. How to Contact Support

For support inquiries, contact us at support@vestigios-entertainment.com. Please include a detailed description of your issue, relevant account information, and any error messages or screenshots. We aim to respond to all inquiries within 48-72 business hours.

3. Account Issues

For account access problems, password resets, or account security concerns, contact support with the email address associated with your account. We may require identity verification before making account changes to ensure security.

4. Technical Problems

When reporting technical issues, include information about your device, operating system, game version, and steps to reproduce the problem. The more detail you provide, the better we can assist you.

5. Refund Policy

Refund requests are evaluated on a case-by-case basis in accordance with Chilean consumer protection laws. To request a refund, contact support within 14 days of purchase with your order details and reason for the request. Digital content that has been accessed or used may not be eligible for refund.

6. Bug Reports and Feedback

We welcome bug reports and constructive feedback. Report bugs through our support channel with detailed information. While we appreciate feedback, we cannot guarantee implementation of all suggestions.

7. Response Time Expectations

Standard inquiries: 48-72 business hours. Account security issues: 24-48 hours priority response. Payment problems: 24-48 hours priority response. General feedback: We read all feedback but may not respond individually.

8. Limitations

Support is provided for legitimate issues and inquiries. We do not provide support for: unauthorized modifications, third-party software, issues resulting from violations of our Terms of Use, or requests for features or content not yet released.

Customer Support