Refund Policy
We want every purchase in Apex City to feel fair. This is how refunds work, and none of it takes away rights your local consumer law gives you.
Gems and other consumables
Gems that are still unused from a purchase can be refunded within 14 days on request to [email protected]. Gems you have already spent cannot be refunded. Include the store order number or the email on the account.
Buildings, cosmetics, bundles and passes
Non-consumable items can be refunded within 14 days if the item is unused: for a building or decoration that means it has not been placed; for a pass, that no rewards have been claimed from it.
Google Play and App Store purchases
Google Play offers a 48-hour self-service refund window, and Apple handles App Store refunds through its own support. Refunds granted by Google or Apple are honoured automatically: the store notifies us and we reverse the items in your account, usually within minutes.
Web (Stripe) purchases
Refunds for web purchases are issued by our support team and appear on your card within 5-10 business days depending on your bank.
What happens in the game after a refund
The gems or items from the refunded purchase are removed. If you already spent them your gem balance can go negative, and future purchases first repay that balance; your city and everything else keep working. Any entitlement granted by that purchase - a season pass, for example - is revoked.
Subscriptions
Cancel at any time; you keep the benefits until the end of the current paid term and are not charged again. We do not refund partial terms except where consumer law requires it.
Chargebacks
Please contact us before disputing a charge with your bank - it is faster. Two chargebacks within 180 days disable purchasing on the account until support reviews it. We never ban an account for a refund request.
Your statutory rights
Nothing here limits the refund rights you have under the consumer law of your country, including the EU right of withdrawal where it applies.
Contact
[email protected] - please include the store order id and the account email.