Refund policy

If you live in the EU or EEA you normally have 14 days to change your mind about a digital purchase. That right ends as soon as the content is delivered and you start using it, and you agree to that when you confirm the order. In practice: coins you have not spent can be refunded within 14 days; coins you have already spent on packs or players cannot, because the content has been delivered.

• You were charged but the coins, packs or pass never arrived.
• You were charged twice for the same order.
• A purchase was made on your account without your permission.
• The item was not what the store page described.

• Coins you have already spent on packs, players or upgrades.
• Packs you have opened. Every pack has published drop rates and results are final.
• A pass month that has already run, if you simply forgot to cancel in time.
• Losing items after your account was closed or deleted at your request.

We still read every request. If your case is unusual, tell us what happened and we will look at it properly rather than quoting the rule back at you.

If a child made purchases on your card without your permission, contact us with the date and amount. We refund unspent purchases made in the last 30 days, no argument. We also recommend switching on a monthly spending limit on the Profile page and turning on purchase confirmation in your app store or bank app.

1. Open Profile and find the purchase in your receipt list.
2. If coins are missing, press "Check my purchases" first — that usually delivers them instantly.
3. Otherwise contact us via the Help Centre form with your manager name, the date and the amount.

We reply within 2 business days. Approved refunds go back to the original payment method and usually appear within 5–10 banking days.

The Manager's Pass renews monthly until you cancel. Cancel any time from your Profile — you keep every benefit until the paid period ends and you are not charged again. We do not refund part-used months, but we will never charge you after you cancel.

Please talk to us before opening a chargeback with your bank. It is slower for you, and a chargeback can suspend the account while the case runs. We would much rather just refund you.