Refund Policy

The short version

The refund process depends on where the payment was made. Your purchase or subscription was processed through one of three channels:

App Store — you bought it on an iPhone or iPad; the receipt email comes from Apple.
Google Play — you bought it on an Android device; the receipt email comes from Google Play (order numbers start with “GPA”).
Our website — you paid on a web page rather than inside an app; the receipt comes from us, not from a store.

If you are not sure where the payment was made, email us at support@pixelvoidgames.com with any receipt, invoice, or payment screenshot — we will help you identify the transaction and point you to the right process.

Purchases made inside an app are processed by Apple or Google, so those refunds are theirs to issue and the sections below explain exactly how to ask. Payments made on our website are handled by us directly, and your first subscription payment there carries a 30-day money back guarantee.

Requesting a refund on iOS / App Store

Apple handles all App Store refunds:

Go to reportaproblem.apple.com and sign in with your Apple Account.
Find the purchase in the list.
Choose Request a refund, pick a reason, and submit.
Apple reviews the request and emails you its decision, usually within 48 hours.

You can also ask through Settings → your name → Media & Purchases → View Account → Purchase History.

Requesting a refund on Android / Google Play

Google handles all Google Play refunds:

For a purchase made in the last 48 hours, open Google Play order history and select Refund.
After 48 hours, use Google's refund request form.
Google reviews the request and emails you its decision, usually within four business days.

Purchases made on our website

30-day money back guarantee. Within 30 days of your first payment for a subscription bought on our website, email us at support@pixelvoidgames.com and we will refund that payment in full. You do not need to give a reason.

After that — for a renewal charge, for any other payment made on our website, or more than 30 days after that first payment — your request is reviewed by our team directly. Email us at support@pixelvoidgames.com and include:

the email address associated with the subscription or payment;
the payment date;
the transaction ID, receipt, invoice, or payment confirmation, if available;
the reason for the refund request (not needed inside the 30-day guarantee).

The more complete your request is, the faster we can review it. Requests outside the guarantee are reviewed individually based on the billing details and the information provided. As a general rule, a request about a renewal should be submitted within one billing cycle of that charge.

Note: outside the 30-day guarantee, submitting a refund request does not guarantee approval. Your statutory rights below are unaffected either way.

Your statutory cancellation rights

If you are a consumer in the UK or the EEA, you normally have a 14-day right to cancel a distance purchase. For digital content delivered immediately, that right ends once download or streaming begins with your consent — which is what happens when an in-app purchase unlocks content straight away.

This does not remove your rights if something is actually wrong. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose and as described. If a purchase is faulty or was misdescribed, you are entitled to a repair, replacement or refund — raise it with the store, and tell us too so we can fix the underlying problem.

Subscriptions

Cancelling a subscription stops future charges; it does not automatically refund the current period. You keep access until the end of the period you have paid for.

iOS: Settings → your name → Subscriptions → select the app → Cancel Subscription.
Android: Play Store → profile icon → Payments and subscriptions → Subscriptions → select the app → Cancel.
Website: email us at support@pixelvoidgames.com and we will cancel it for you.
Cancel at least 24 hours before renewal to avoid the next charge.
Deleting the app does not cancel a subscription. This is the single most common cause of an unexpected charge.

Review time

We aim to review refund requests within a few business days; in some cases we may ask for additional information before a final decision. Requests submitted directly to Apple or Google are handled on their side, usually within 24–48 hours.

Accidental purchases by children

If a child made a purchase without permission, say so explicitly in your refund request — both Apple and Google have processes for this and treat it sympathetically.

To prevent it happening again, enable Screen Time → Content & Privacy Restrictions on iOS, or Parental Controls plus purchase authentication on Google Play. We recommend requiring a password for every purchase rather than the default 15-minute window.

What we can do

For a purchase made in an app store we cannot process the refund ourselves, but we are not a dead end:

If something you bought did not unlock, contact us first — it is often a restore-purchases issue we can resolve in minutes, and you keep the content.
We can confirm in writing that a purchase failed to deliver, which helps your refund request with the store.
If a bug on our side caused the problem, we will fix it and tell you when the fix ships.

Email support@pixelvoidgames.com with the app name, your device model, the date of purchase and what you expected to receive.

Virtual items

In-app currency and virtual items have no monetary value outside the app, cannot be exchanged for cash, and are not transferable between accounts or platforms. If an online feature is retired, we will give reasonable notice; unspent virtual items may be lost at that point, and we will handle such cases fairly.

Contact

Purchase problems: support@pixelvoidgames.com
Postal: PIXELVOID GAMES LTD (company no. 12472847), registered office Office 34a, Business Centre, 9 Lydden Road, London SW18 4LT, United Kingdom