A lawyer has not reviewed this text yet, and it will change before launch. Details in square brackets are still to be filled in.
Refunds
Version 0.1 (draft) ·
In short
- In the EU you have 14 days from a purchase to withdraw, without giving a reason.
- If you asked for a plan to start straight away, its refund is less the days already used. A pack is refunded in full, unless before paying you agreed to give up the right once its orders were added.
- To withdraw, email us from your account’s address. We refund within 14 days, to how you paid.
- After the 14 days, cancelling a plan stops it at the end of the month; the rest of that month isn’t refunded.
On this page
Your 14 days to withdraw
If you live in the EU, you can withdraw from a plan or an order pack within 14 days of buying it, without giving a reason. The 14 days start on the day of the purchase. The next section explains how much comes back when you have already started playing.
If you have already started playing
Plans
You can still withdraw within the 14 days. If, before paying, you expressly asked for your plan to start straight away, we refund what you paid minus a share for the days of the month that had passed when you told us. If you didn’t, we refund it in full.
Order packs
A pack’s 60 orders are added to your account at once. You lose the right to withdraw from a pack only if all three of these happened:
- before paying, you expressly asked for the orders to be added straight away;
- you confirmed you understood that you would then lose your right to withdraw;
- we confirmed both to you by email.
If any of them is missing, you keep the full 14 days, and we refund the whole price even if you have used some of the orders.
How to withdraw
Email [Contact email] from the address of your account, saying that you withdraw and from what (your plan or a pack, and the date you bought it). A clear statement is enough. You can also use the model form below; you don’t have to. To be in time, send it before the 14 days end.
Model withdrawal form
To: [Company legal name], [Registered office address], [Contact email]
I hereby give notice that I withdraw from my contract for the following service or digital content: (your plan, or an order pack)
Bought on: (date)
Name:
Email address of the account:
Date:
How we refund
- We refund within 14 days of receiving your withdrawal, to the card or account you paid with.
- You pay no fees for the refund.
- A withdrawn plan moves your account to the free plan. A refunded pack’s remaining orders are taken off.
Cancelling a plan after 14 days
- You can cancel any time from the plan page in the game (Manage plan). Your plan stays until the end of the month you paid for, then your account moves to the free plan.
- We don’t refund the rest of a month you cancel, unless the law requires it.
- Pack orders don’t expire, so they are not refunded after the 14 days; they stay in your account.
If something goes wrong
- You aren’t charged for a mission that can’t be prepared, or for an order that doesn’t go through. If you think you were charged for one, tell us and we will check.
- If a paid plan or pack doesn’t work as described, consumer law gives you remedies whatever these pages say: we put it right, or you can have the price reduced or a refund.
- If we close the game, or close your account for a reason other than your serious breach of the terms, we refund the unused part of your plan and your unused pack orders.
Deleting your account
Deleting your account ends any plan at once, without a refund for the rest of the month, and unused pack orders are lost. If you are still within your 14 days, withdraw first, then delete.
The free plan
Energy on the free plan costs nothing and has no cash value, so there is nothing to refund. Energy spent on a mission comes back only if the mission can’t be prepared.
In-game currency
Coins have no cash value and can’t be bought, transferred or sold, so there is nothing to refund.
Questions
Write to [Contact email]. We answer within [reply time, for example 14 days]. The terms of service explain what to do if we can’t agree.