[Updated 10/10] The application period for refunds for paid item purchases made after the publication of the roadmap has ended as of 10/09/2025 22:00:00 GMT-8.
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TRIBE NINE will be terminating its service on 2025/11/27 JST.
All paid item purchases made after the publication of the roadmap at 2025/4/10 19:30 JST will be refunded.
Further information regarding refunds for remaining unconsumed Paid Enigma Entities at the time of service termination will be announced when service ends.
1. Refund Application Period
・After the 2025/7/10 maintenance – 2025/10/09 22:00 GMT-8
*Individuals who do not submit their application for refund within the specified period will not be eligible for the relevant refund procedures.
2. How to Apply for Refund
During the refund application period listed above, launch TRIBE NINE and follow the on-screen instructions to access the designated form and fill in the required information before submitting.
*Applications are limited to one per account. If the same account has made paid item purchases through multiple platforms such as iOS, Android and Steam, a single application can be made to handle the refund all together.
■ Fields to Fill In when Applying
・For purchases made via the App Store and on Google Play: Information for Bank Account, PayPal Account, or Wise Account.
*For players who have made purchases via only Steam or Xsolla (Web Store) exclusively, refunds will be handled via available refund methods on the respective platforms. Information related to refund destination will not be required.
・Email Address
■ Required Items when Applying for Refund for Paid Item Purchases Made After the Publication of the Roadmap
・A TRIBE NINE account with purchase records of paid items after the publication of the roadmap.
*Please make sure that you are able to log in to the designated account.
・The TRIBE NINE game app.
・The bank account, or PayPal / Wise account for which you wish to receive a refund.
*For players who have made purchases via only Steam or Xsolla (Web Store) exclusively, refunds will be handled via available refund methods on Steam and Xsolla (Web Store). Information related to refund destination will not be required.
・An email address that we can contact you with.
■ Refund Application Procedure Details
・Upon launching the app, access ［Refund Application for Paid Item Purchases Made After the Publication of the Roadmap］via［Refunds Regarding End of Service］on the Title Screen.
・Please review the content displayed on the［Refund Application for Paid Item Purchases Made After the Publication of the Roadmap］screen in the app and proceed to［Apply］.
・Verify your email address. After you have entered your email address, an email containing the verification code will be sent to the email address you have entered. Enter the provided verification code to complete the verification of your email address.
・After you have verified your email address, proceed to ［Select Refund Method］. For refunds for purchases made via the App Store and on Google Play, please confirm the refund amount and select a refund method. *Refunds to be transferred to foreign bank accounts outside Japan will only be made available if the selected refund currency cannot be transferred via domestic bank transfer within Japan, or via PayPal or Wise.
・After entering the information for refund destination, please review the details and select［Apply］. The Application Completed screen will show once the application is complete.
・After submitting the application, a confirmation email will be sent to the email address you have entered. Please confirm its content.
*If you are unable to receive the confirmation email, please check if you have set up spam filters or domain-specific reception.
・If you are still unable to receive the confirmation email after following these steps, please reach out to us via the TRIBE NINE Support Site.
*Please contact us with the same email address you have used when applying for a refund to ensure a smooth inquiry.
・The Refund ID will be provided in the confirmation email. You may be asked to provide the Refund ID for identity verification purposes when making inquiries about your refund. Please keep it safe until the refund is complete.
■ Things to Note when Applying for a Refund
・Please apply for a refund from the account that has a record of paid item purchases made after the publication of the roadmap.
・Even if you have uninstalled the app, you are able to reinstall it from the respective stores.
・Please note, if you have uninstalled the app, you will need to correctly link and transfer your refund-eligible account using a Google account or Apple ID account within the specified period, then submit your refund application.
・If you have not linked your account and wish to restore its data, please contact us via the inquiry form on the TRIBE NINE Support Site during the specified refund application period.
*Account restoration may take several days to complete. We advise players to start the process in advance.
・The Refund ID is required when making refunds. Please keep it safe. For example, take a screenshot showing the characters visibly and correctly. This information is strictly confidential. Do not disclose it to a third party.
・Please note that if you have deleted your account, we will not be able to provide a refund for that account.
・Please do not uninstall the app until your refund has been processed.
・If you reach out to us regarding a refund, we may need to check the status of your application. Hence, even if you have already applied for a refund, please do not delete your account until the refund is complete.
・Even if the refund for paid item purchases made after the publication of the roadmap has been received, do not delete your account if you wish to apply for a refund for remaining unconsumed Paid Enigma Entities after the termination of service.
3. Available Refund Methods
・For purchases made via the App Store and on Google Play: After you have submitted your refund application, refund will be made and transferred to your designated bank account, PayPal or Wise account. Relevant transaction fees will be covered by the Company.
・For purchases made via Steam: Refund will be handled via available refund methods on Steam. Refund will be credited to your Steam Wallet balance if refunding to the original payment method is unavailable. Thank you for your understanding.
・For purchases made via Xsolla (Web Store): Refund will be handled via available refund methods on Xsolla. Refund will be credited to your Xsolla Wallet balance if refunding to the original payment method is unavailable. Thank you for your understanding.
4. Contact Us for Inquiries Regarding Refunds