Refunds and right of withdrawal

This page explains when you get money or credits back. It does not limit your rights under consumer law.

Credit packs: final once delivered

A credit pack is a one-time payment, and its credits are added to your balance as soon as the payment goes through. At checkout you ask us to deliver them at once and confirm that you then lose your 14-day right to withdraw from the purchase. We confirm this by email with your receipt. After that, a pack cannot be cancelled or refunded, except in the cases on this page.

Payment mistakes

If you were charged twice, or charged for a pack whose credits never reached your balance, tell us by email to support@example.com or through the complaints form with the order number from your receipt. We refund the payment through the payment processor to the payment method you used, within 14 days.

Unlocking: content supplied at once

Spending credits on a photoset, a single photo, a video, a bundle, a game step or a line pass supplies the content immediately, so the site asks you each time before it charges. The confirmation shows the price and says that the content opens now, and that by unlocking you ask for immediate access and give up the 14-day right to withdraw from that purchase.

When you confirm, the content opens and your right to withdraw from that unlock ends. Credits spent on content that opened are not returned, except in the cases below.

Backing an upcoming path

An upcoming path of the game is not made yet. When you back it, the credits you choose leave your balance as a contribution toward getting that path made. Nothing opens at that moment: the path opens when it is out.

Everything you put in counts toward your own price for that path. Once your backing reaches half the price of the path’s steps you do not hold yet, the whole path is yours when it comes out. If you backed less, what you put in is credit toward its steps when you play them.

Until the path is out you can cancel your backing in your account and get every credit back. If the path is not out within 60 days of your first backing, or we cancel or remove it, your credits come back to your balance automatically.

Backing a category or a story

You can back a category of stories that is open for backing, or a coming-soon story in one, with credits from your balance. The credits leave your balance when you confirm. Each backing is at least 10 credits, and you can hold up to 500 credits toward one category or one story. Backing does not open anything and does not buy any step.

When the story you backed is published, what you put in becomes credit toward its steps. When the category you backed comes out, it becomes credit toward the steps of any story in that category. That credit is used before your balance when you reveal a step or buy a pass.

Until it is out, you can cancel your backing at any time on your account page and get every credit back. If it is not out within 90 days of your first backing, your credits come back to your balance automatically. They also come back in full if we stop taking backing for it, set it to come later, or take it down. If a story you backed is taken down after it came out, any credit you have not used comes back. So does unused credit when you already hold every step it could go toward.

Funding bars show progress toward what the clips cost to make, and one backer counts for up to half of a goal. Reaching a goal is not a promise of a date: the best-funded are made first. Refunds of backings go back to your credit balance, not to your payment method.

Game steps that cannot be opened

Every game clip is made and reviewed before its step is offered, so nothing is made after you choose it. If a game step you paid for cannot be opened, or we later remove it, it is taken out of your account and its credits come back to your balance automatically.

Content we take down

If we have to take down something you unlocked, it closes for everyone and we return the credits you spent on it. Items we simply stop selling stay in your library.

Faulty content

If something you unlocked does not open or play, or is not as described, tell us and we will fix it or return the credits. Your legal rights for faulty digital content are not affected.

Payments from places where we are not offered

If a payment comes from a place where the site is not offered, no credits are added and the payment is refunded.

Chargebacks

Please contact us before you dispute a payment with your bank; we can usually solve the problem faster. When a payment is reversed, the pack’s credits are taken off your balance. If that, or a refund of credits you have already spent, takes your balance below zero, your account is paused: you cannot unlock, play or open paid content until it is settled with us.

Credits do not expire

Unspent credits stay in your account with no time limit. They cannot be exchanged for money except as this page describes.