Our promise

Our promise: problems and refunds

If something goes wrong on our side (a puzzle won't work, the story breaks, or the game won't run and we can't fix it), tell us within 30 days of buying and we'll fix it, swap it for another game, or refund you: your choice. Bought a game and haven't played past the free first chapter? Ask within 14 days and we'll refund it, no questions asked. Ask from your account page under Purchases; a person checks every request and emails you the answer. A refund doesn't return a $2 next-game voucher. Nothing here limits your rights under the Australian Consumer Law.

Games you bought

• What you get. A purchase unlocks the full game on your player account, so you can play it on any device you sign in on, for as long as we offer the game. If we stop offering a game within 3 years of your purchase, we'll swap it for another game or refund what you paid, your choice. You need an account to buy.

Packs

• How long a pack lasts. Packs don't expire. The games in a pack are yours for as long as we offer them. If we stop offering a game in a pack within 3 years of your purchase, we'll add another game to the pack in its place, or refund the whole pack, your choice.
• Our promise for packs. If a game in a pack goes wrong on our side and we can't fix it, we'll add another game in its place or refund the whole pack, your choice. Changed your mind? Ask within 14 days of buying and we'll refund the whole pack, no questions asked. Refunds for a pack are for the whole pack, and a refund takes the whole pack off your account. This is on top of your rights under the Australian Consumer Law.

Gift cards

• Refunds. Gift cards aren't refundable for a change of mind. If we refund a gift card, its code is cancelled; a code that has already been redeemed can't be refunded. Your rights under the Australian Consumer Law always apply.
• If we stop. If we ever stop offering paid games, we'll email everyone with a balance. Unspent balance that came from a gift card, if it's $5 or more, is refunded to the card that paid for the gift card when you ask within 90 days of that email. Games and packs bought within 3 years before we stop are swapped or refunded as set out in "What you get" and "How long a pack lasts". Your rights under the Australian Consumer Law always apply.

Disputed payments

If you think a charge is wrong, please ask us first through your account page or the contact form: it's usually quicker. You can always dispute a payment with your bank. While a dispute is open, the game, pack, gift card or balance it paid for is paused. If the dispute ends with the money back with you, the purchase counts as refunded and stays off your account; if it's withdrawn or decided in our favour, we switch it straight back on. Nothing else on your account is affected.

The full terms: terms of use.