Refund Policy for Virtual Item Purchases via Stripe (US iOS Users)

Made a one-time purchase of a non-subscription, in-app virtual item through one of our games?  We’re here to walk you through how refunds work when your payment was processed via Stripe, our third-party provider.

Refunds aren’t issued automatically - each request is carefully reviewed to make sure everything’s in order.  If something didn’t go quite right with your purchase, reach out and we’ll do our best to sort it out.

This policy applies specifically to purchases made via Stripe on iOS.  If your purchase was handled through a different platform, please refer to that platform’s own refund process.

If you live in the U.S., nothing in this policy limits any rights you may have under consumer protection laws or your card network’s rules.

[If you’re in the EU, you may have a statutory right of withdrawal.  This policy doesn’t affect that right, although you may be asked to waive it at the time of purchase as allowed under local law] 

What This Policy Covers

This Policy applies to purchases made on iOS devices distributed via the United States App Store.  It specifically covers one-time transactions for things like virtual currency, power-ups, and other non-subscription digital goods - but only when the payment was completed through Stripe’s checkout system.

Refund Eligibility:  What You Need To Know

We want you to enjoy your purchase, but if something didn’t go as expected, we’re here to help.  While refunds may be available in certain cases, submitting a request doesn’t guarantee one - each request is reviewed individually, and we reserve the right to decline based on the factors outlined below:  

• Timing: To be eligible for a refund, your request must be submitted within 7 calendar days of the purchase date shown on your Stripe receipt.  

• What’s Covered: One-time, non-subscription virtual items purchased on iOS and processed through Stripe as described above. If a purchase was made by a minor without parental consent, a verified parent or guardian may request a refund on their behalf.  We may require documentation to confirm the relationship.

Refunds are not available in the following situations:

• The purchase was made more than 7 calendar days before your refund request (based on the purchase date shown on your Stripe receipt)

• The purchase was fully used or consumed, and you’ve simply changed your mind

• The purchase was made in violation of our Terms of Service [or Community Guidelines]

• We detect or reasonably suspect abuse of the refund process, such as repeatedly purchasing and refunding the same item, or other fraudulent or manipulative behavior.  
  
  

Please note that repeated refund requests may impact future eligibility, especially if items were used or refunded multiple times.

Need a Refund?  Here’s How

To help us process your request quickly and securely, all refund requests must be submitted by the account holder - or a verified parent or guardian, if applicable - using the official support channels listed below.  We’re not able to accept refund requests sent through other methods. 

Please use the in-game Help center to start your refund request:

1. Open the Settings menu then click on the support feature within the app and select Submit Ticket.

2. Fill out the ticket form with the following:

   • Stripe Receipt ID (e.g., #0000-0000)

   • Date of purchase and a short description of the item(s) purchased

   • Why you’re requesting a refund

   • Screenshot for the purchase confirmation (optional)

   • If the request involves a minor:  proof of parental/guardian relationship

How We Review Refund Requests

Once your request reaches our support team, we’ll send confirmation to let you know we’ve received it.  Every request is reviewed carefully, and we consider several factors, including:

• Whether the request was submitted within the 7-day refund window

• Whether the item has already been used, consumed or transferred

• Whether a technical issue (like failed delivery) prevented you from receiving the item

• Whether the charge appears to be a duplicate or accidental purchase

• Your account’s history of previous refund requests

We aim to review most refund requests within 10 business days.  If we need more information, we may follow up by asking for supporting details or documentation.  

If we don’t receive a response within 5 business days, we may close the request.

Receiving Your Refund

If your refund is approved, the credit will be issued to the original payment method used at checkout (via Stripe).  We are not able to send refunds to a different card, wallet, or account.

Processing time may vary depending on your bank or payment provider.  Once approved, please allow 5-10 business days for the refund to appear on your statement.  You’ll receive a notification from us once the refund has been processed.

If your request is not approved, we’ll send you a brief explanation of the decision. Please note that all refund decisions are final and not subject to appeal.

What Happens to Virtual Items After a Refund

If a refund is granted, any virtual item(s) connected to that purchase - including any items or progress derived from them - will be removed from your account.

Using, transferring, or attempting to retain access to refunded items is considered a misuse of the system and may result in account restrictions or other enforcement actions. 

Changes to This Policy

We may update this Refund Policy from time to time.  If we make material changes, we’ll do our best to provide advance notice in the app/or on our website.  The “Effective Date” at the top of this policy will always reflect the most recent version.

Continued use of our services after any update constitutes your acceptance of the modified policy.

Contact Us

If you have questions about this Policy, feel free to reach out through the in-app support (as described above).

This policy is governed by the laws of France and is subject to our Terms of Service.