Refund Policy
Effective 7 October 2026
The short version: if a purchase went wrong (you were charged but your balance wasn't topped up, you were charged twice, or you didn't make the purchase), we'll fix it or refund you. Balance you've already spent generally can't be refunded.
1. What you're buying
Top-ups are digital content delivered to your account as soon as your payment is confirmed. When you complete a purchase, you agree to immediate delivery. This means you lose any right to cancel once the top-up is delivered, except as described below.
2. When we'll refund you
- Top-up never arrived: you were charged but your balance wasn't topped up within 24 hours. We'll add it or refund you in full.
- Duplicate charge: you were charged more than once for the same purchase. We'll refund the extra charges.
- Unauthorised purchase: a purchase was made without your permission, including by a child without a parent's permission. We'll refund it and remove the balance it added.
- Unused top-up: you ask within 14 days and haven't spent any of that top-up. We'll refund it.
- Game shutdown: if we permanently close the game, we'll refund unspent balance topped up in the 90 days before we announce the closure.
3. When we can't refund
- Balance already spent on entries or items.
- Requests more than 14 days after purchase, except for unauthorised or failed purchases.
- Accounts suspended for cheating or payment fraud.
Nothing here limits refund rights you have under consumer protection law.
4. How to ask
Email [email protected] from the address on your account, with your username, the purchase date and amount, and what went wrong. We aim to reply within 3 business days.
5. How refunds are paid
Approved refunds go back to the original payment method through our payment provider, Bachs. Bank and card refunds usually take 5–10 business days to appear, depending on your bank. When we refund a purchase, the matching balance is removed from your account.
6. Chargebacks
Please contact us before disputing a charge with your bank. We can usually fix the problem faster. If a payment is reversed through a chargeback, we'll remove the related balance and may pause the account while we look into it.