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How to Check a Game Publisher's Own Refund Policy

This is general information, not legal advice β€” always confirm the specific policy and timeline with the publisher and marketplace involved.

  1. Find the publisher's customer support channel

    Look for a "Payments/Refunds" category in the game's in-app support menu or on the publisher's official website.

  2. Understand it is separate from the app marketplace's refund

    A publisher's own refund process is a different procedure from an app marketplace refund (Google Play or the App Store). If you paid through the marketplace, the publisher may not be able to issue the refund directly, so read the instructions carefully.

  3. Prepare the required documents

    Have your order number and payment receipt ready; if a minor made the purchase, you will typically also need a guardian's ID and proof of the relationship.

  4. Submit the refund request form

    Fill out the publisher's cancellation/refund form with your reason and attach the supporting documents.

  5. Track the processing time

    Processing time varies by publisher β€” typically anywhere from a few days to about two weeks β€” and you can usually check progress through your support ticket history.

Every publisher sets its own refund standard

Game publishers each handle refunds according to their own terms of service and support procedures. Even for the same in-app purchase, the marketplace's refund policy and the publisher's own refund policy can apply differently, so it matters a great deal which channel you actually paid through β€” the app marketplace directly, or a web-based direct payment on the publisher's own site.

If negotiation stalls, dispute resolution is an option

If you and the publisher can't reach an agreement, most countries have a consumer protection agency or an e-commerce dispute resolution board that can mediate the disagreement, typically at no cost. Keep your order records, receipts, and any support correspondence on hand, since having documentation ready speeds up a mediated review considerably.

Frequently Asked Questions

If the app marketplace denied my refund, can the publisher still approve one?

Yes β€” marketplace policy and a publisher's own policy are separate, so even after a marketplace denial it is worth submitting a separate request to the publisher's support team.

What if the publisher keeps refusing my refund?

You can file for mediation with your country's consumer protection agency or an e-commerce dispute resolution board to get an independent review.