FRAUD ISSUES

If you are at this page, it is probably because you have a question about a specific transaction and/or are concerned about a certain suspected fraudulent transaction. GoodMood PBC takes these issues very seriously, and as such this policy was created to make sure that you obtain the support you need.

Here are some likely FAQs, pertaining to potentially fraudulent transactions and/or about reporting suspected fraudulent transactions.

I HAVE MADE AN IN-GAME PURCHASE, BUT IT HAS NOT BEEN ADDED TO MY ACCOUNT. WHAT SHOULD I DO?

It does not normally occur, but occasionally it can take up to 48 hours for transactions to process via Apple and/or Google and then make its way into your account/game. If 48 hours has passed and you still have not received your purchase, please contact Apple and/or Google directly for additional information.

If you contacted Apple and/or Google and they referred you back to us, then within your game please go to Settings > Help, and there please select Report an Issue. Additionally, for quick answers related to in-game purchases, be sure to browse thru our FAQs, which can be located in your game’s help section.

HOW CAN I PREVENT FRAUD?

You can start by, always keeping your user IDs and passwords to yourself, and changing them on a regular basis. Please note that, GoodMood PBC will never ask for your game account password(s) and/or your credit card information.

The safest way to make in-game purchases is through the game itself from within your mobile device. Additionally, you can further protect yourself from fraud, by making sure to avoid any third party sellers, which may collect your personal information, money, and/or both in exchange for promised in-app products. Please note that selling, redeeming and/or trading virtual in-game currency is not allowed by our Terms of Service.

WHAT CAN I DO IF I HAVE AN INQUIRY, OR SUSPECT FRAUD?

Here at GoodMood PBC, we neither keep, nor do we have access to your credit card information, and that is because the payment transactions are processed via Apple’s App Store and/or Google Play.

Therefore, for any inquiries related to transactions and/or to report any suspected fraudulent transaction, please contact either Apple or Google directly, as follows:

For all Apple (iOS system) devices : Visit Apple support, select the "Contact iTunes store support" link, then select the "Purchases, billing and redemption", and then choose the option that best describes your issue.

For Google (Android system) devices : Visit Google support and use the ‘Contact us’ button on the page, in order to reach a Google customer support representative by email and/or by phone.

Please note : Receipts for those payments are emailed to you by Apple or Google upon completion of each purchase, as such be aware that all post-purchase processes are done by Apple or Google and are subject to change in their sole discretion.

If Apple and/or Google sent you to us, then please direct your inquiry to: transaction@goodmood4u.com. Please include all of the specifics, pertaining to the referenced transaction, including but not limited to what happened, when it happened, any applicable transaction IDs, etc.

IF APPLE OR GOOGLE DOES NOT RESOLVE MY PROBLEM, HOW CAN I CONTACT GOODMOOD PBC?

Hopefully we’ve covered your most likely questions.

Remember, payment transactions themselves are completed through Apple or Google depending on your device, so please contact them directly with related inquiries.

For all Apple (iOS system) devices : Visit Apple support, select the "Contact iTunes store support" link, then select the "Purchases, billing and redemption", and then choose the option that best describes your issue.

For Google (Android system) devices : Visit Google support and use the ‘Contact us’ button on the page, in order to reach a Google customer support representative by email and/or by phone.

Otherwise, send email us at transaction@goodmood4u.com. In your email, be sure to include any specific details that might be useful, like what happened and when, possible transaction ID receipts, relevant screenshots, etc.

Thanks for your cooperation!
GoodMood PBC