Refunds
Last updated: 22 August 2026
This page explains how refunds work for purchases made in our games. It applies to every game we publish. Because every purchase is processed by the app store, refunds are requested and issued through the store you bought from, not directly by us.
Contents
1. Who handles refunds
All in-app purchases are sold and processed by the app store as the merchant of record. The store holds the payment and the receipt, so refunds are governed by its policies and are issued by it. We do not process card payments and cannot issue a store refund on your behalf, but we are happy to point you to the right place (see below).
We currently publish on Google Play only. If we add another store, this page will be updated with its refund route before we do.
2. Refunds on Google Play
If you bought on an Android device through Google Play:
- Go to play.google.com/store/account/orderhistory (or open the Google Play app → your profile → Payments & subscriptions → Budget & order history).
- Find the purchase, select it, and choose Report a problem / Request a refund, then follow the prompts.
- Google generally allows self-service refund requests within 48 hours of purchase; later requests can still be submitted and are reviewed case by case.
- Google's full policy: support.google.com/googleplay.
3. Accidental & unauthorised purchases
If a purchase was made by mistake, or by a child without permission, request a refund through the store above and explain the situation. Stores have processes for accidental and family purchases. To help prevent it happening again, turn on purchase authentication in the Play Store (Settings → Authentication → Require authentication for purchases) and, for a child's device, set up Google Family Link so purchases need a parent's approval.
4. Your consumer rights
Nothing on this page limits the mandatory consumer-protection rights you have under the laws of your own country of residence. Where the law gives you a statutory right to a refund, for example if a purchase is faulty or not as described, that right continues to apply, in addition to the app store's own policies.
5. Virtual items already used
In-game currency and virtual items are consumable and are delivered to your account immediately. Once an item has been spent or consumed in-game it generally cannot be restored, and stores may decline refunds for consumed items except where the law requires otherwise. Virtual items have no real-world cash value, as set out in our Pricing and Terms.
6. How we can help
While we can't issue a store refund ourselves, if something went wrong, an item you paid for didn't arrive, or the game charged you but didn't deliver, contact us first. We'll investigate, fix in-game delivery issues where we can, and help you take it to the store if a refund is the right outcome. Please include the game and the store receipt or order number.
7. Contact
Email [email protected] and we usually reply within the hour. You can also reach us through our Support page.