Refund Policy

Refund window

You can get a full refund of any paid purchase — a balance top-up or a pass — within 14 days of buying it. Where your account shows a refund button on the purchase, use it; otherwise open a support ticket and we will refund it.

What a refund takes back

A refund removes what that purchase added: the balance it added, as far as your remaining balance allows and never below zero, and the pass days it added. The money goes back to the payment method you used, through the payment processor.

Passes do not renew

A pass runs for the period shown when you get it and then ends. It is not a subscription: there is no recurring charge and nothing to cancel.

Live lookups that cannot be completed

When a live lookup cannot be completed, what it cost goes back to your balance automatically. You do not need to ask, and this is separate from the refund window above.

Items you did not pay for

Anything you received at no cost — including rewards for invites or for linking a game account, and anything issued while the store takes no payment — has no charge to refund.

Chargebacks and paused purchases

After a refund or a chargeback, new purchases are paused on the account and on its linked game account until support reviews it. To ask for that review, open a support ticket. If you think a charge is wrong, please contact us before disputing it with your bank; a refund from us is usually faster.

EU and UK consumers

If you live in the European Union or the United Kingdom, you normally have a 14-day right to withdraw from a purchase of digital content. At checkout you may be asked to agree that delivery starts straight away, which ends that right once delivery begins. Our own refund window applies either way. Nothing in this policy limits any rights you have under the consumer law that applies to you.

Contact

Questions about a charge, a refund or your balance: open a support ticket or write to [email protected].