如您遊玩時需要協助，請隨時聯繫HINKA客服支援。
不論問題大少，我們都會全力以赴盡力為您解決。
希望所有玩家夾得順心，贏得開心。
為了保障玩家們的利益，維持良好的線上遊戲環境，HINKA制定了一項嚴格的政策以確保帳戶安全和遊戲公平 - 每位玩家只能持有一個帳戶，禁止持有多個帳戶及共用同一帳號的行為。這確保了您的身分不會被竊取及不會對其他人和/或對公司進行欺詐行為。
另外，為了遵守反洗錢政策並保護您的信息免受黑客攻擊，玩家不能跨賬戶共享支付方式。
對於與家庭成員或室友共享相同帳戶登記地址的玩家，可為每位成員創建一個獨立個人帳戶。
HINIKA會對涉嫌違反或違背條款的玩家進行調查而恕不另行通知，任何不尋常或不當行為，包括但不限於被發現持有、使用或借用多個帳戶進行濫用活動優惠行為的玩家會被終止其所有帳戶並取消全部獎品。
目前HINKA玩家只能以手機號碼創建和登入帳戶。如您需要在其他裝置上登入HINKA帳戶，只需在登錄頁面輸入已登記的手機號碼，您隨即會收到HINKA傳送確認手機號碼的驗證碼簡訊，只要返回登錄頁面輸入驗證碼便可。
如您沒有收到訂單追蹤的電郵，請等待數小時再檢查你的電子信箱。
在等候期間，請確保所登錄的電郵地址是否正確，檢查您的”垃圾郵件“信箱，及確保電郵設定能接受@hinka.co域名的電郵。
若經嘗試以上步驟後還沒收到電郵，請重新嘗試或直接聯繫HINKA客服支援。
為了打擊潛在的欺詐行為，HINKA 制定了一些關於如何處理信用卡爭議交易及退款（Chargeback）的規則。
由於每次發生信用卡爭議交易及退款（Chargeback）時我們都會被罰款，而太多的信用卡爭議交易及退款（Chargeback）意味著銀行和信用卡公司可能會無限期地停止為我們處理付款。 為了在全球範圍內保持支付方式開放，我們必須非常認真地對待信用卡爭議交易及退款（Chargeback）。
持卡人或發卡銀行驗證交易的真實性可能被被銀行視為信用卡爭議交易及退款（Chargeback）。
Visa/Mastercard/American Express/JCB/UnionPay 和銀行認為信用卡爭議交易及退款（Chargeback）是欺詐行為—他們只會在他們認為未經授權或其他情況下向您退款。
一旦發生信用卡爭議交易及退款（Chargeback），您的 HINKA 帳戶將立即被暫停。 您可以通過償還所欠金額來重新訪問您的帳戶。
如果您在登錄HINKA帳戶時遇到問題，請確認以下事項：
- 您的手機號碼是否輸入正確。
- 您所選擇的國家或地區是否正確。
如經嘗試以上步驟後仍無法成功登入，請直接聯繫HINKA客服支援。
所有HINKA夾娃娃機沒有人手背後操縱玩家遊玩，玩家也被禁止使用不法手段獲取獎品。
所有HINKA夾娃娃機止於佈置和玩法不同。因此，面對不同的夾娃娃機，我們建議遊玩時仔細觀察機台上的箭嘴、告示、和夾爪種類來制訂不同夾取策略贏取獎品。
HINKA的願景是創建一個夾娃娃機愛好者夢寐以求的夾娃娃平台。我們致力提供更公平公正，安全、有娛樂和挑戰性的線上夾娃娃遊戲。
如您遊玩時需要協助，請直接聯繫HINKA客服支援。不論問題大少，我們都會全力以赴盡力為您解決，希望所有玩家夾得順心，贏得開心。
HINKA夾娃娃機在佈置和玩法上各有不同，因此我們建議遊玩時仔細觀察機台上的箭嘴、告示、和夾爪種類來制訂不同夾取策略贏取獎品。
HINKA團隊每天會定時檢查夾娃娃機設置和日誌，以確保夾公仔機運作正常，確認夾娃娃機能成功夾取獎品，提供一個穩定的平台供玩家遊玩。
如若因夾娃娃機出現技術問題，而無法成功夾取獎品，請直接與HINKA客服支援聯繫。我們建議尋求客服支援同時，附上與遊玩問題相關的相片或影片，方便團隊更有效率的為您解決問題。
如若團隊確認問題來自HINKA系統，我們會為您所損失的金額提供全額退款。反之，如問題與HINKA系統無關，我們將不會負責任何損失，敬請諒解。如有任何爭議，HINKA保留最終決定權。
*詳情請參閱條款及細則*
如遊玩時夾娃娃機出現異常，無法成功夾取獎品，請暫停遊玩並直接與HINKA客服支援聯繫。我們建議尋求客服支援同時，附上與遊玩問題相關的相片或影片，方便團隊更有效率的為您解決問題。
如若團隊確認問題來自HINKA系統，我們會為您所損失的金額提供全額退款。反之，如問題與HINKA系統無關，我們將不會負責任何損失，敬請諒解。如有任何爭議，HINKA保留最終決定權。
*詳情請參閱條款及細則*
HINKA團隊會定時檢查夾娃娃機設置，而工作人員亦會不定時主動協助玩家將獎品移至比較容易夾取的位置。
若您在遊玩途中被工作人員打斷了，導致錯失夾取機會，HINKA對影響了您的遊玩體驗深感抱歉。此外，我們建議直接與HINKA客服支援聯繫，讓我們替你排除問題。
HINKA金幣，即是大家熟悉的遊戲代幣。每部夾娃娃機都有顯示所需的金幣數量，必須要投足金幣才可開始遊玩。
若HINKA金幣不足，需要充值金幣，請按照以下步驟：
1.開啟HINKA APP
2.進入個人帳戶頁面
3.按“增值”
4.選擇需要儲值的金額
5.按照頁面所顯示的步驟付款
6.付款成功後，HINKA金幣會即時轉到您的個人帳戶，即可遊玩！
HINKA遊戲劵可代替HINKA金幣在夾娃娃機上使用，我們亦會不定期派發隨機數量的遊戲劵。
與HINKA金幣不同的是，HINKA遊戲劵可每日在APP中免費領取，不需要額外購買。不過，領取遊戲劵後需即日內使用，不可累積。使用遊戲劵的有效時間到每天日本標準時間00:59:59止。
請按照以下步驟領取和使用HINKA遊戲劵：
1.開啟HINKA APP (日本標準時間02:00:00)
2.進入個人帳戶頁面
3.按“每日獎賞”
4.選擇“立即領取”
5.領取成功後，HINKA遊戲劵會即時轉到您的個人帳戶
6.返回主頁面選擇您心儀的夾娃娃機
7.在遊戲劵圖示旁邊會即時看到遊戲劵的數量
8.按圓圈處並看見✔️就可以使用遊戲劵遊玩
HINKA積分會通過完成以下所述的任務事項免費贈送給您，您可以使用積分兌換禮品，包括公仔，模型，日式小食，電子潮物，現金劵等等。
任務事項包括：
- 每天開啟HINKA APP
- 購買HINKA金幣
- 成功夾取獎品
- 以成功夾取的獎品來兌換積分
- 填寫問卷
- 參與Giveaway送禮大行動
- 追蹤HINKA Instagram 和 Facebook 帳戶
- 還有很多隱藏任務等你發現來獲得HINKA積分！
我們的工作人員會定期檢查及添置波波，如果你是夾走了最後一個波波的幸運兒，那麼。。。恭喜您！我們會視之為獲獎！
HINKA夾娃娃機是受日本經典的UFO Catcher啟發而改良的夾娃娃機。我們是首個線上夾娃娃APP使用全日式二爪和三爪機，配搭不同佈置和玩法。所有夾娃娃機是由我們經驗豐富的工程師團隊設計，為了給玩家提供良好的遊戲體驗，維持公平，因而配搭簡單易明的玩法。
如果您在開啟HINKA APP時遇到問題，請確認以下事項：
- HINKA APP是否已更新到最新 iOS/Android版本。
- 直接關閉後台運行的HINKA APP，然後重新打開HINKA APP。
如經嘗試以上步驟後HINKA APP仍無法正常運行，請直接聯繫HINKA客服支援尋求解決方案。
如遊玩時夾娃娃機出現異常，無法成功夾取獎品，請暫停遊玩並直接與HINKA客服支援聯繫。我們建議尋求客服支援同時，附上與遊玩問題相關的相片或影片，方便團隊更有效率的為您解決問題。如若團隊確認問題來自HINKA系統，我們會為您所損失的金額提供全額退款。反之，如問題與HINKA系統無關，我們將不會負責任何損失，敬請諒解。如有任何爭議，HINKA保留最終決定權。
The prizes displayed at the back of the machine are only for showcasing purposes, we understand that they are extremely adorable but players should not attempt to "win" it.
We are so sorry to hear this, if the connection issues have impacted your gaming experience, we recommend playing with a stable internet connection to avoid delays of the live video feed.
We have partnered and working closely with various leaders in the cloud industry, such as Amazon AWS and Cloudflare to ensure we are utilizing the latest and best technology available.
We are always working on improving the quality of our network infrastructure to serve you the best Hinka Experience possible. However, external factors such as your Internet Service Provider's performances are out of our control and please contact us for a solution if the issue persists, we will try our best to work on a solution for you!
Use of VPNs or re-routing services may lead you on an alternate path towards our servers that can provide some improvement if your ISP does not have direct access routes. However, please note that Hinka cannot offer any support regarding these types of services usage so it's up to the user whether they would like to take this risk; furthermore we do not endorse nor have interest with such type of service providers at all.
We are terribly sorry if the mobile app is not working properly for you, unfortunately we can only award prizes when the winning conditions are in fact fulfilled.
In the case where the app mistakenly sent you a winning notification without you actually meeting the winning requirements for that machine, we recommend you to keep playing until the prize is properly won.
If you think that extra plays were made, please contact us so we can investigate the machine's logs and issue refunds for any unnecessary play(s).
Congratulations! We hope you enjoyed the Hinka experience so far!
You can request the prizes stored in your cart to be shipped to you once you have successfully registered your physical address with us.
Please be aware that complimentary shipping is not applicable to users who have not made a purchase of 10,000 HINKA Coins or above in the previous 14 days, and such privilege is only available once every seven days.
Shipping requests made before 12:00 Japan Standard Time(JST) will be dispatched from our warehouse within 3 hours and typically be loaded onto the next available cargo plane before midnight (extra 24 hours during peaks such as Christmas and New Year's Eve). However this may vary depending on various circumstances.
After your order has been dispatched, you will receive an automated email with the necessary information to track your package until it is received by you.
Please keep in mind that we make no guarantees as to the length of time it may take especially under the impact of the pandemic. However, we promise each and every order will be shipped as soon as possible by the Hinka Warehouse Specialists.
As much as we would love to help with your concerns, unfortunately we are unable to speed up the shipping process on an individual basis as it is beyond our control once the shipment has been dispatched from our warehouses.
3 hours.
Shipping requests made before 12:00 Japan Standard Time will be dispatched from our warehouse and typically be loaded onto the next available cargo plane before midnight (extra 24 hours during peaks such as Christmas and New Year's Eve). However this may vary depending on various circumstances. After your order has been dispatched, you will receive an automated email with the necessary information to track your package until it is received by you.
Orders will be shipped via Japan Post.
An automated email that is sent upon order dispatch will allow you to check your order status via a URL directed to the Japan Post Office for tracking updates. However, we would advise using the listed tracking number from your local post office website for a more accurate tracking once your order is received in your country.
We are excited to announce that we have launched a new same day dispatch service for players residing in Hong Kong, shipping requests made before 09:00 Hong Kong Time(HKT) will be dispatched from our warehouse by 18:00(HKT).
We have partnered with various international couriers to ensure the service quality, including EMS, USPS, DHL and SF Express.
*Please note that depending on certain circumstances our logistics partner may decide to ship your order via a different delivery service they are in partnership with.
*We are currently live in Japan, Hong Kong and Macau. Users residing in other countries should not attempt to download the HINKA mobile app via illegal means.
Orders will be shipped via Japan Post.
An automated email that is sent upon order dispatch will allow you to check your order status via a URL directed to the Japan Post Office for tracking updates. However, we would advise using the listed tracking number from your local post office website for a more accurate tracking once your order is received in your country.
Congratulations! We hope you enjoyed the Hinka experience so far!
You can request the prizes stored in your cart to be shipped to you once you have successfully registered your physical address with us.
Prizes you have won will be kept in your cart for twenty-one days. After the twenty-one day retention period has lapsed, your prizes will be automatically forfeited by our system if there hasn’t been a request for shipping confirmed. Please note that once a prize has expired, our HINKA Care Specialsts are not capable of reinstating it.
We feel awful that you’ve encountered such a situation and we apologise for the disappointment.
We’d love to see each and every box arrive in pristine condition - but, unfortunately, we cannot always supervise the entire delivery process from end-to-end across continents and oceans.
In the case an item comes damaged or is missing (the box has physically arrived in good condition but an item is not in your box), please contact our Hinka Care team.
You are required to submit pictures in order for our support team to expedite a resolution:
- Pictures of all sides of the box (applies to both missing and damaged item issue)
- Pictures of all items received in the box (applies to both missing and damaged item issue)
- Pictures of individual items, showing the damaged part (applies to damaged item issue)
The validity of a damaged item will be at the discretion of the Hinka Care Specialist.
Any damages to the boxes or the packaging of a product will not qualify for replacement if the content is undamaged and any issues must be reported within 7 days of receiving your parcel.
The prizes available on Hinka are offered exclusively for claw machine games and arcades, they have no actual monetary value and cannot be sold legally.
As the prizes CANNOT be legally sold under the licensing agreement we have with the Intellectual Property holder, please keep in mind that any sales listings found for prizes available on Hinka are not official and are not eligible for any kind of warranty from Hinka.
Also note that counterfeits are often found on Facebook Marketplace, Shopee, Mercari, Carousell and other classifieds platforms.
Prizes that are shipped outside of Japan/Hong Kong may be subjected to import taxes, customs duties and other various fees imposed by the destination country. The recipient of those international shipments may be subjected to pay for such import taxes, customs duties and other fees which are enforced once a shipment reaches the recipient country.
Charges for customs clearance must be paid for by the recipient; we have no control over these charges, nor can we anticipate what they may be.
As customs policies vary greatly from country to country, we recommend that you contact your local customs office for more information regarding fees and procedures that you might be unaware of.
Thank you for your understanding and cooperation on this matter.
HINKA與全球認可的支付網關服務提供商合作，亦符合支付卡行業數據安全標準(PCI DSS)和獲得認證，以確保用戶使用信用卡和電子錢包進行交易時過程安全妥當。HINKA團隊每週定期會進行徹底的安全檢查，以確保用戶的資料不會外洩和信用卡/電子錢包不會被盜用。
所有用戶的信用卡/電子錢包在安全的支付系統提交和處理，信用卡/電子錢包在支付網關已加密，因此HINKA所有工作人員無法訪問、查看、處理或儲存用戶的敏感數據(例如信用卡號、有效期和CVV代碼)。
HINKA擁有最嚴格的安全措施及程序，以保護用戶個人資料免遭丟失、盜用、更改或移除。用戶在應用程式中的個人數據僅限於需要數據以執行其工作任務的HINKA工作人員。
若存在與第三方夥伴合作時需要牽涉用戶個人數據，我們會嚴格限制訪問個人資訊的工作人員範圍，並要求他們遵守保密協議及所需的安全要求。
很遺憾，答案是否定的。
為了打擊欺詐行為，我們可能會不時調查涉嫌非法活動的賬戶，例如使用被盜信用卡購買HINKA Coins。任何被發現從事非法活動的賬戶將被限制及禁止，這包括但不限於將電話號碼，關聯帳號及送貨地址列入黑名單以，撤銷所有待定獎品。
首先，若您需要在某網站/應用程式上創建及登錄帳戶，儘量不要選擇將密碼自動儲存到瀏覽器或雲端中，亦不要與任何人分享和共享密碼，以免遭受未經授權的訪問、使用或披露。
其次，若您多數使用同一個電郵帳號，Facebook帳號，Google帳號或Apple帳號來登錄帳戶，但不幸遭受黑客入侵，有機會導致多個網站帳號同時被盜用的情況出現。因此，我們建議平日定時更新您的帳戶登錄資料，並開啟雙重驗證功能，為您的帳戶添加多一層保障。
HINKA絕不會通過電郵或其他途徑向您詢問個人帳戶登錄資料。如果您收到此類電郵或訊息，請立即與HINKA客服支援聯繫，不要回覆郵件或開啟電郵中的附檔與連結。