Introduction
At CanPlay Studios, we strive to provide the highest quality mobile games and services. We understand that there may be circumstances where a refund is warranted. This Refund Policy outlines the conditions under which we process refunds and the procedures for requesting them.
By making a purchase through our games or services, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.
Please note that this Refund Policy applies to purchases made directly through CanPlay Studios. For in-app purchases made through third-party platforms (such as Apple App Store, Google Play Store, or other distribution platforms), the refund policies of those platforms will apply.
Refund Policy for In-App Purchases
Eligibility for Refunds
We may provide refunds for in-app purchases under the following circumstances:
- Accidental Purchases: If you or a family member (especially a child) made a purchase unintentionally, we may consider a refund request.
- Non-Delivery of Content: If you purchased an item, but it was not delivered to your account due to a technical error.
- Technical Issues: If you are unable to use the purchased item due to a technical issue with our game that cannot be resolved.
- Unauthorized Purchases: If unauthorized purchases were made from your account.
Ineligible for Refunds
Refunds will generally not be provided in the following situations:
- If you have already used or consumed the virtual items or currency purchased.
- If you simply changed your mind about a purchase.
- If you are dissatisfied with the game features or gameplay.
- If your request is submitted after the refund eligibility period (typically 48 hours after purchase).
- If the purchase was made more than 30 days ago.
Refund Process for In-App Purchases
For purchases made directly through our platform:
- Submit a refund request via email to support@canplaystudios.com.
- Include your username, the date of purchase, transaction ID (if available), the item purchased, and the reason for requesting a refund.
- Our support team will review your request and respond within 3-5 business days.
For purchases made through third-party platforms:
Refund Policy for Subscriptions
Eligibility for Subscription Refunds
We may provide refunds for subscription purchases under the following circumstances:
- If you cancel a subscription within 24 hours of the initial purchase and have not used the subscription benefits.
- If you are unable to access the subscription benefits due to technical issues on our end.
- If you were charged for a subscription renewal after canceling your subscription before the renewal date.
Ineligible for Subscription Refunds
Refunds will generally not be provided in the following situations:
- If you cancel a subscription after using the subscription benefits during the billing period.
- If you forget to cancel a subscription before the renewal date.
- If you are dissatisfied with the subscription benefits after using them.
Subscription Cancellation
You can cancel a subscription at any time, and you will continue to have access to the subscription benefits until the end of your current billing period. To cancel a subscription:
- iOS Devices: Go to Settings > [your name] > Subscriptions, then select the subscription and tap Cancel Subscription.
- Android Devices: Open the Google Play Store app, tap Menu > Subscriptions, select the subscription, and tap Cancel Subscription.
- For subscriptions managed directly by CanPlay Studios: Log in to your account on our website, go to your account settings, and follow the cancellation instructions.
Refund Policy for Development Services
For clients who have contracted CanPlay Studios for game development or other professional services:
Milestone-Based Projects
For projects with defined milestones and deliverables:
- Deposits and upfront payments are non-refundable unless we fail to begin work on the project within the agreed-upon timeframe.
- Payments made for completed milestones are non-refundable once the client has approved the deliverable.
- If a project is canceled before completion, we will provide a refund for any milestones that have not yet been started, less any applicable cancellation fees as specified in the service agreement.
Hourly Services
For services billed on an hourly basis:
- We provide detailed time tracking and reports for all billable hours.
- If you are dissatisfied with the quality of our work, please contact us within 7 days of receiving the deliverable to discuss potential remedies.
- Refunds for hourly services are evaluated on a case-by-case basis and may be provided in the form of service credits or partial refunds.
Refund Processing Times
When a refund is approved, the processing time depends on your payment method:
- Credit Card or Debit Card: Refunds typically appear on your statement within 5-10 business days after approval.
- PayPal: Refunds are usually processed within 3-5 business days.
- Bank Transfer: Refunds may take 7-14 business days to appear in your account.
- Platform Store Credits: Refunds processed through the Apple App Store or Google Play Store follow their respective refund processing timelines.
Please note that while we process refunds promptly once approved, the actual time it takes for the refund to appear in your account is beyond our control and depends on your payment provider or financial institution.
How to Request a Refund
Information Required
To help us process your refund request efficiently, please provide the following information:
- Your full name and email address associated with the purchase
- Date of purchase
- Transaction ID or order number (if available)
- Name of the product or service purchased
- Amount paid
- Reason for requesting a refund
- Any relevant screenshots or documentation that support your request
Contact Methods
You can submit a refund request through one of the following methods:
- Email: Send your refund request to support@canplaystudios.com with the subject line "Refund Request".
- Contact Form: Use the contact form on our website to submit your refund request.
- In-App Support: Some of our games offer in-app support features where you can request assistance with purchases.
Exceptions to the Refund Policy
In certain exceptional circumstances, we may consider refund requests that fall outside the standard eligibility criteria outlined above. These exceptions are evaluated on a case-by-case basis and may include:
- Account Compromises: If your account was compromised and unauthorized purchases were made.
- Significant Game Issues: If a major technical issue affects your ability to use purchased items.
- Special Circumstances: Extraordinary personal circumstances that prevented you from using our services.
To request an exception, please contact our support team with a detailed explanation and any supporting documentation.
Chargeback Policy
A chargeback occurs when a customer disputes a charge with their bank or credit card company instead of requesting a refund directly from us. We strongly encourage you to contact us first with any issues before initiating a chargeback.
Please be aware that:
- If you initiate a chargeback for a purchase, your account may be suspended pending resolution of the dispute.
- If a chargeback is filed and we find it to be unwarranted, we reserve the right to take appropriate actions, including termination of your account.
- We will provide evidence to credit card companies in response to chargeback disputes, including your IP address, login history, and purchase history.
Changes to the Refund Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting the updated policy on our website. We encourage you to review this policy periodically to stay informed about our refund procedures.
The date at the top of this page indicates when this policy was last updated.
Contact Us
If you have any questions about our Refund Policy, please contact us at:
Email: support@canplaystudios.com
Address: Studio 07 Holmes Junction, Selinachester, B14 5TF, Canada
Phone: +446327072664
