Refund Policy

Gems and items are digital content that we deliver immediately after payment. This page explains when we refund anyway and how to ask. It does not limit your statutory rights.

1. Your right of withdrawal (EU and UK)

Before checkout you are asked to agree that delivery starts immediately and to acknowledge that you then lose the 14-day right of withdrawal for that purchase. Without that agreement we cannot deliver right away. You keep your statutory rights if the digital content is faulty or not as described.

2. When we refund

Not delivered: you paid but the items did not arrive (check your purchase history first — delivery usually takes seconds, and some purchases are reviewed within 24 hours).
Charged twice or charged the wrong amount.
Unauthorised purchases, for example by a child without permission. Please contact us as soon as you notice.
Goodwill: [proposal pending owner and counsel approval] a first refund request within 14 days of the purchase is approved automatically if at least 90% of the gems from that purchase are unspent. Other requests are decided by our support team within 48 hours.

3. How to ask

Open your purchase history and choose Request refund next to the purchase, or use the support form with the topic "Refund".
Include the order number (it starts with ord_) and what went wrong.
We reply by email. Approved refunds go back to the original payment method through our payment partner, usually within [5–10] business days.

4. What happens to the items

When a purchase is refunded, the gems and items it delivered are removed from your account. If some were already spent, your gem balance can become negative; until it is settled, purchases and gem spending are paused. Your account stays playable and your progress is kept.

5. Chargebacks

Please contact us before disputing a payment with your bank — it is faster for you. A chargeback reverses the purchase in the same way as a refund, and new purchases are paused while the dispute is open.

6. Spending limits