Refund Policy
Where you bought decides who can refund you. Almost every purchase in Apex City is sold by Apple or Google, not by us — so their refund rules apply, and they are the only ones who can give your money back. None of this takes away rights your local consumer law gives you.
Purchases in the iOS app (App Store)
Apple is the seller. Ask Apple at reportaproblem.apple.com, with the same Apple Account that bought it. We cannot refund an App Store purchase — we never receive your payment and have no way to reverse it. Apple decides under its own rules.
Purchases in the Android app (Google Play)
Google is the seller. Google Play offers a self-service refund window in your order history, and after that you ask Google Play support. We cannot refund a Google Play purchase. Google decides under its own rules.
When Apple or Google do grant a refund, the store tells us and we reverse the items in your account automatically, usually within minutes.
Purchases made on our website (Stripe)
These are the only purchases we sell directly, so they are the only ones we can refund. Write to [email protected] with the order id and the account email. A granted refund appears on your card within 5-10 business days depending on your bank.
Subscriptions
We do not refund a subscription payment that has already been taken. What cancelling does is stop the next one: you keep the benefits for the rest of the period you have paid for, and you are not charged again.
Cancel from the store you bought in — the App Store, Google Play, or the billing portal in Settings for a subscription bought on our website. Cancel before the renewal date and the renewal does not happen; cancel after a renewal has been taken and it covers the period it paid for, which we do not refund. If you want a payment already taken back, that is the store's decision under its rules, not ours.
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.
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.