Refund Policy

Last updated 8 November 2026

Pixels arrive instantly, so they can't usually be refunded once they're in your wallet.
Cancel the Pass any time. It runs to the end of the month you paid for.
Something went wrong? Write to support first. We're real people and we'll help.

Pixels

Pixels are digital content delivered straight away: they land in your wallet the moment your payment goes through. So once they're delivered, Pixels and anything you bought with them are not refundable, except where the law says otherwise.

We will refund or fix it when:

you were charged but your Pixels never arrived,
you were charged twice, or the wrong amount,
a bug on our side took your Pixels or broke what you bought with them,
or the law gives you a right to a refund.

Bought Pixels by mistake and haven't spent any of them? Write to us within [GOODWILL WINDOW: 14 days] and we'll usually refund them as a goodwill gesture. We then take those Pixels back out of your wallet.

The EU 14-day right to withdraw

In the EU and the UK, you usually have 14 days to change your mind about an online purchase. For digital content you get at once, like Pixels, that right ends when the content is delivered, if you agreed to that.

That's why, when you buy Pixels, we ask you to confirm that you want them delivered right away and that you understand you lose the right to withdraw once they are. We confirm this in your receipt.

This doesn't affect your rights if something is faulty or not as described.

Pixaplay Pass

Cancel any time from your Account page (Manage Pass). Your Pass keeps working until the end of the month you paid for, then stops. You won't be charged again.
We don't refund part-used months. The month you're in plays out in full.
Free trial: when we offer one, cancel before the 7 days are up and you pay nothing. The trial gives games only, no Pixels.
Forgot to cancel? If you write to us within [48 hours] of a renewal and haven't played or used that month's Pixels, we'll usually refund it.
EU and UK: when you first join, you have 14 days to withdraw. Because the Pass starts right away (at your request), if you withdraw we may keep a fair share for the days you had it, and the Pixels that came with it.
If we refund a Pass payment, the Pixels that came with that month may be taken back out of your wallet.

How to ask for a refund

Write to [email protected] [CONFIRM ADDRESS] with:

your Pixaplay username,
the date and amount (your Stripe receipt helps),
and what went wrong.

We reply within [REPLY TIME: 3 working days]. Approved refunds go back to the card or payment method you used, through Stripe. Your bank usually shows them within 5 to 10 days.

Bought by a child without permission

Players under 18 need a parent's or guardian's permission to buy Pixels or the Pass. If a child bought something without it, the parent or guardian can write to us. Tell us the account and the payment, and we'll look at each case kindly and quickly. If we refund, we take back the unspent Pixels and may cancel the Pass.

Tip: you can ask your bank or card provider about spending limits, and keep card details off devices children use.

Chargebacks

Please talk to us before asking your bank to reverse a payment: it's usually faster. If a payment is reversed (a chargeback), we take back the Pixels or Pass it paid for. If the wallet runs below what was taken back, or the chargeback looks like abuse, we may pause the account until it's sorted out.

If your card was used without your permission, tell your bank and us. We'll help.

If you delete your account

Deleting your account ends your Pixels and your Pass with it. Unused Pixels and the rest of a paid month aren't refunded. So spend your Pixels (and cancel the Pass) first!