As a rule, in-app purchases are non-refundable, and certain conditions apply to any exceptions that we make. Supercell wants to keep the playing field fair and just, and therefore reserves the right to revoke access to any refunded content. This means that if the money used for an order of 1,200 gems is refunded, we may remove that amount of gems from your account. This can result in a negative gem or diamond balance in your game if any of these resources have been spent prior to the refund. A positive balance can be restored by collecting resources in-game or making additional currency orders.
Following refunds comprising multiple, large orders, it may even be necessary for us to suspend access to a game account. This is also the case if a player has made gem orders using a third-party gem seller, in breach of Supercell’s Terms of Service.
We understand — no Clasher wants to find their gem coffers empty. Even then, removing refunded gems is the only way in which we can reconcile a gap between a player’s payments and gem balance. When you order gems, it goes without saying that they are yours to keep. When payment for an order is cancelled, the opposite is true, just like in any transaction: you forfeit your claim to the refunded item.
As an online game, Clash of Clans’ economy and mechanics are always the same for every Clasher. The same applies to access to gems. To avoid unpleasant surprise, remember to keep your mobile device safe and locked, and never, ever share your game account with anyone.