Refund and Withdrawal Policy

Everything in the game is optional to buy. This policy explains what you can get back and how.

1. Who you actually buy from

In-app purchases are made through the platform store you installed the game from. On Google Play you buy from us; Google processes the payment, issues the receipt and, where required, collects and remits VAT. On the Apple App Store, Apple or its regional subsidiary acts as our commissionaire or agent for the sale, depending on your territory. In both cases the store takes the payment and operates its own refund process. We deliver the item to your account once the store confirms the payment.

That means a refund normally has to start with the store. We can still fix delivery problems on our side, and we can grant goodwill refunds as described in section 5.

2. Your statutory right of withdrawal (EU/EEA consumers)

Under Directive 2011/83/EU, as implemented in the Finnish Consumer Protection Act, a consumer normally has 14 days to withdraw from a distance contract without giving a reason.

For digital content that is not supplied on a physical medium, that right ends once performance has begun, provided you:

1. gave your express prior consent to immediate delivery, and
2. acknowledged that you thereby lose your right of withdrawal.

The platform store asks you to confirm both at checkout, and the confirmation of the contract — including your consent and acknowledgement — is provided to you on a durable medium (the store’s purchase receipt and order record). So once virtual currency or an item lands in your account, the 14-day right is generally spent.

The right of withdrawal still applies where delivery has not begun — for example, a subscription period you have paid for but that has not started, or a purchase that never arrived.

Model withdrawal form

Where the right applies, you may use this text (you do not have to):

To Wardsong Oy, Wardstreet 123, Finland, [email protected]: I hereby give notice that I withdraw from my contract for the purchase of the following digital content: ______. Ordered on: ______. Name: ______. Address: ______. Store order number: ______. Date: ______.

Send it to [email protected] within 14 days of the purchase. We refund within 14 days of receiving the notice, using the same payment method, via the platform store.

3. Faulty or undelivered purchases

Separately from withdrawal, you are entitled to a remedy if what you bought does not conform to the contract — it never arrived, arrived broken, or was not what was described. Contact [email protected] with your store order number and we will deliver the item or arrange a refund. This right lasts as long as the statutory conformity period; it is not limited to 14 days.

4. How to ask the store for a refund

Google Play — request a refund from https://play.google.com/store/account/orderhistory or through the Play Store app. Google’s self-service window is short (currently 48 hours from purchase); after that, Google reviews the request and may ask us to comment.

Apple App Store — use https://reportaproblem.apple.com.

If the store declines and you believe the law entitles you to a refund, write to us at [email protected] with the store’s decision and we will look at it again.

5. Goodwill refunds

Outside your statutory rights, we may refund at our discretion where something clearly went wrong — a duplicate charge, an item lost to a bug, a purchase made on a device by a child without permission. Ask at [email protected] within 30 days, with the order number. We normally answer within 5 business days.

We do not refund:

• items you used, consumed or spent, unless there was a fault;
• purchases you regret because of a later balance change, unless the change permanently removed what you paid for (see the Terms of Service, section 6);
• accounts refunded repeatedly, where the pattern suggests abuse of the refund process.

6. Subscriptions

Cancel a subscription in your store account at least 24 hours before the renewal date; it then runs to the end of the paid period and does not renew. We do not pro-rate a period you have already started, except where the law requires it.

7. Alpha resets

If we reset the game world during alpha, virtual currency bought with real money is restored to your account. A reset is not, by itself, a ground for a refund of that currency, because it is not consumed by the reset.

8. If we cannot agree

Contact [email protected] first. If we still disagree, a consumer in Finland can refer the matter to the Consumer Disputes Board (kuluttajariitalautakunta, https://www.kuluttajariita.fi) after contacting the Consumer Advisory Service (https://www.kkv.fi/kuluttaja-asiat/kuluttajaneuvonta/). Consumers elsewhere in the EU should contact their national consumer body — the European Commission’s online dispute resolution platform closed on 20 July 2025.