When we refund
| Situation | Outcome |
|---|---|
| Gems bought in the last 14 days and not spent | Full refund to the original payment method |
| A cosmetic, pack or title bought in the last 14 days and never equipped or used | Full refund |
| Any purchase made by a player under 16 | Full refund on a parent or guardian's request, any time |
| A paid item that does not work, disappears or differs from its description | We fix it or refund it, your choice |
| We retire a paid item | An item of equal value, or a refund if you prefer |
| We close the arcade | Refund of gems bought in the previous 90 days that were not spent |
| Accidental double purchase | Full refund of the duplicate |
When we usually do not
- Gems already spent or items already equipped, after 14 days, where the law allows.
- Purchases on an account closed for cheating, unless consumer law requires otherwise.
- Coins. Coins are earned, not bought, so there is nothing to refund.
Nothing here limits your rights under the consumer laws of the place you live.
Pro and Season Pass
- Cancel any time from your account page or your app store subscriptions. You keep the benefits until the end of the paid period and are not charged again.
- If you cancel within 14 days of your first payment and have not used Pro benefits, we refund that payment.
- Price changes are announced at least 30 days before they apply, and you can cancel before then.
How to ask
- Email support@pixelgames.app with your player name and the email on the Stripe receipt.
- Say what you bought and why you want a refund. For children's purchases, say you are the parent or guardian.
- We reply within 2 business days and refunds reach your card in 5 to 10 business days.
Purchases made through the Apple App Store or Google Play are refunded by Apple or Google under their rules; we will point you to the right page and back your request where we can.