Refund Policy

How Playcus refunds work

Playcus Limited publishes mobile and PC apps and games. Most of our titles offer in-app purchases and auto-renewing subscriptions sold through the Apple App Store, Google Play, or third-party PC stores.

Because these purchases are sold and billed by the platform — not by Playcus directly — all refund requests for platform purchases are handled by the platform. Playcus is the publisher, not the merchant of record, so we cannot issue refunds on platform transactions ourselves. We can, however, help you reach the right channel and assist with billing disputes the platform cannot resolve.

Where to request a refund

Use the channel that matches where you purchased:

• Apple App Store / iOS purchases: reportaproblem.apple.com — log in with the Apple ID used for the purchase, find the transaction, and follow Apple’s flow. Apple typically responds within 48 hours.
• Google Play / Android purchases: support.google.com/googleplay/answer/2479637 — use the “Request a refund” form. Google’s automated review usually responds within a few business days.
• PC store purchases (Windows Store etc.): use the refund flow of the store where you purchased.

Cancelling an active subscription

To stop a subscription from renewing, cancel it inside the platform’s subscription settings:

• iOS: Settings → your name → Subscriptions → select the app → Cancel Subscription
• Android: Google Play app → menu → Payments & subscriptions → Subscriptions → select the app → Cancel

Subscriptions you cancel remain active until the end of the current billing period — the platforms do not pro-rate. You will not be charged again after cancellation.

EU and UK consumer rights

If you are a consumer in the EU, EEA, or UK, you have additional rights under the Consumer Rights Directive (2011/83/EU) and equivalent UK law:

• 14-day right of withdrawal — for digital content purchased without immediate delivery, you can withdraw within 14 days without giving a reason. Once the digital content has been delivered (e.g. you’ve downloaded the app and started using it), the right of withdrawal typically lapses unless you opted out of immediate delivery.
• Statutory remedies for defective goods — if a purchase is faulty (the app doesn’t work as described, the subscription doesn’t unlock the advertised content), you have the right to a remedy.

These rights are exercised through the platform that sold you the content (Apple or Google), which handles refunds on our behalf. If the platform refuses a refund that you believe is required by EU/UK consumer law, contact us at info_ltd@playcus.com with your receipt and Apple/Google response, and we will escalate on your behalf where appropriate.

When Playcus can help directly

There are scenarios where the platform refund flow does not apply or has reached a dead end. In those cases, contact us at info_ltd@playcus.com:

• The platform rejected a refund and you believe it should have been granted under EU/UK consumer law
• You were charged for a subscription you cancelled before the renewal date
• A purchase failed to unlock the advertised content (e.g. premium subscription not activated)
• You see unauthorised purchases on your account that may indicate fraud
• You need help recovering a purchase made on a different device or account

Include in your message:

1. The store and account email used for the purchase (or last four digits of the payment method)
2. The order or receipt ID from Apple, Google, or the PC store
3. The app or game name and the product purchased (subscription tier, coin pack, etc.)
4. A short description of what went wrong

We aim to respond within 5 business days.

What Playcus cannot do

For transparency, we cannot:

• Issue refunds directly on platform purchases — only Apple, Google, and the relevant store can do this
• Recover purchases made on a device or account we cannot verify belongs to you
• Refund purchases that fall outside the platform’s refund window, except where EU/UK consumer law requires otherwise

Account deletion and data requests

If you want to delete your account or erase your personal data (separate from a refund), please use our dedicated request form — that triggers a verified deletion process under GDPR / CCPA / LGPD / PIPL and similar laws.

Changes to this policy

We may update this Refund Policy from time to time to reflect changes in our practices, platform policies, or applicable law. Material changes will be reflected in the “Last updated” date at the top of this page. Continued use of our apps and services after a change indicates acceptance of the updated policy.

Contact

For refund questions or escalations, write to info_ltd@playcus.com.

For company contact details, see our Contacts page.