Wildlife Studios: Refund Policy for Out-of-Store Purchases

Thank you for playing our games!

This policy explains how we handle refunds for in-game purchases made through our online store or via third-party payment processors. Please read this carefully before completing your purchase.

What is covered by this policy

This policy applies to purchases made directly from our online store, regardless of your location. It also covers purchases made in the USA through third-party payment processors like Stripe. It does not cover purchases made using in-app payment systems from Apple or Google.

When refunds can be granted

All purchases and redemptions of virtual items bought from Wildlife Studios games and apps are final and non-refundable, except where required by law. Refunds aren’t issued automatically. That said, we may provide a refund if your purchase was affected by a clear technical error on our side. Refunds are approved after our team verifies one of the following has occurred:

• Undelivered Items: You were charged, but the purchased items or currency were not credited to your account due to a technical issue.

• Duplicate Charges: You were accidentally charged more than once for the same purchase due to a system or processing glitch.

Be aware that, to be eligible for a refund, your request must be submitted within 14 days of the date of purchase.

When refunds are not available

We are unable to offer refunds for purchases that have been successfully delivered and used. This includes:

• Consumed Content: Any in-game items, currency, or content that you have already used, either partially or in full.

• Time-Based Items: Subscriptions, season passes, or other enhancements that are activated automatically and consumed over time are not eligible for refunds.

We are also unable to offer refunds for gifts, bundles and promotional items. Please note that we reserve the right to deny refund requests if we determine, in our sole discretion, that the request is repetitive, abusive, fraudulent, unfounded, or if the purchase violated our Terms of Service.

Unauthorized purchases by minors

We can provide a refund for unauthorized purchases made by a minor. To process this, the parent or guardian must contact our support team to confirm the purchase details and their relationship to the minor. Please be aware that if a refund is issued for this reason, the associated game account will be permanently banned to prevent future unauthorized purchases.

A note on chargebacks

A chargeback is when you dispute a charge directly with your bank or payment provider. If you bypass our support team and file a chargeback for a purchase, please be aware that if the chargeback is successful, the in-game currency or content equal to the value of that purchase will be removed from your account. We always encourage you to contact our Player Support team first with any payment issues. We’re here to help.