Summons for Heroes and Troops are performed using the in-game currency of gems, or by using Summon Tokens. Gems and Summon Tokens can be earned through gameplay, or purchased through the in-game shop or offers.
In every summon, the Hero you receive is selected randomly based on different probabilities depending on the rarity of the Hero. These probabilities can be seen on each Summon Gate by tapping the (i) icon that is in a blue circle in the top left corner. We cannot guarantee that you will receive a specific hero, even if you summon a great number of Heroes.
Please note that the in-app purchases you make in the game are non-refundable. With using the in-game currency i.e. gems, it goes without saying that it is yours to keep. Should you seek to have your valid purchases refunded by Apple or Google Small Giant Games reserves the right to revoke access to any content related to these purchases or even suspend your account as a result.
Revoking access to said content means that we may remove gems or items from your account even if the result is a negative gem count. A positive gem count can be restored by either playing the game or by making in-app purchases from the game.
As Empires & Puzzles is an online multiplayer game, reversing progress or refunding valid purchases would provide you something for free, which wouldn't be fair to other players. The same rules apply to every player. Please see our Refund Policy for more information.