Refund Policy

Refund Policy for Zoo Puzzle - Match Animal

Operator: ,

Zoo Puzzle - Match Animal (the "Game") is distributed through the Apple App Store. Virtual currency ("Coins"), boosters, hints, themes, and other in-game content (collectively, "Virtual Items") may be purchased in two ways:

• App Store in-app purchases (IAP) — billed and processed by Apple Inc.
• Website recharge — purchased on our website and processed by third-party payment providers (such as Cash App, Apple Pay, or Google Pay)

This page explains how refunds work for each path, what can do for you directly, and the limits of each option. This policy applies in addition to (and is not intended to limit) your non-waivable statutory rights under applicable United States and California law.

1. The Quick Version

• All purchases deliver digital goods instantly and are generally final once delivered and used.
• For App Store purchases, the fastest refund route is through Apple — see Section 4.
• For website recharge purchases, contact us at — see Section 5.
• We do not issue cash refunds for Coins or other Virtual Items that have already been used in the Game.

2. What You Are Buying

When you complete a purchase, you receive a license to use a digital function inside Zoo Puzzle - Match Animal (e.g., a quantity of Coins, a hint pack, a theme, or booster). Virtual Items have no real-world monetary value, are tied to your Account, are non-transferable, and are delivered to your Account upon payment confirmation. Once delivered, they are considered consumed for refund purposes if they have been used in any way (e.g., a hint applied, a shuffle used, a grid booster activated, or a theme equipped).

3. When a Refund Is Available

Even though digital goods are normally final once delivered, a refund may be available in the following situations, subject to verification:

• The item was not delivered. You were charged, but the Coins or item never appeared in your Account, and the issue can be confirmed in our records.
• You were charged more than once. The same transaction was billed two or more times due to a payment-processor error.
• The purchase was unauthorized. Someone (e.g., a child, a household member, or a bad actor) made a purchase using your device or payment method without your permission. Such requests should be raised promptly — as soon as you discover the charge.
• A verifiable in-game error. A confirmed bug on our side caused you to lose paid Virtual Items or made the Game unusable for a sustained period after a paid purchase.
• Permanent shutdown. If we permanently discontinue the Game and you hold a meaningful balance of unused Virtual Items, we will provide a fair, pro-rated refund of any unused balance to the extent required by applicable law.
• Statutory rights. Any other refund expressly required by applicable U.S. or California consumer-protection law.

4. Refunds for App Store Purchases

Apple is the merchant of record for all in-app purchases made through the App Store. We cannot directly refund charges billed by Apple. To request a refund for an App Store purchase:

• Visit reportaproblem.apple.com and sign in with your Apple ID;
• Select the purchase and choose Report a Problem;
• Follow Apple's instructions to submit your refund request; or
• Contact Apple Support for billing assistance.

Apple's refund decisions are governed by Apple's policies and operate independently of this policy. We do not control whether Apple approves a particular request. If Apple forwards your request to us as the developer, we will review it in good faith and respond within our stated timelines.

When contacting us about an App Store purchase, please include your Apple ID email, Game Account ID, the date and amount of the purchase, and a copy of your Apple receipt or transaction ID if available.

5. Refunds for Website Recharge Purchases

If you purchased Coins through our website recharge page and need help, contact us at and include:

• Your Game Account ID;
• The email address and mobile number used on the recharge form;
• The date, amount, and payment method used;
• Any transaction or receipt reference from your payment provider; and
• A short description of what went wrong, with screenshots if possible.

What happens next:

• We will acknowledge your message within 2 business days (Pacific Time).
• We will investigate (checking your purchase against our server records) and respond with a decision within 5–10 business days.
• For genuine non-delivery or in-game errors, our usual remedy is to re-deliver the missing Coins to your Account at no cost. If re-delivery is not possible or you prefer a refund, we may issue a refund through our payment processor where permitted.
• If a refund is issued, the corresponding Virtual Items will be removed from your Account.
• If we cannot help, we will explain why and, where appropriate, point you to your statutory remedies.

You may also contact us by phone at during Pacific Time business hours for urgent purchase issues.

6. What Is Not Refundable

Subject to your non-waivable rights under applicable law, we generally do not refund:

• Coins or other Virtual Items that have already been used, consumed, applied, or activated in the Game;
• Purchases where dissatisfaction is based on personal preference, gameplay difficulty, level design, art style, or perceived value;
• Changes we make to Game features, item effects, level balance, or pricing after your purchase;
• Loss of Virtual Items resulting from a violation of our Terms of Service (e.g., cheating, fraudulent chargebacks, account compromise caused by sharing credentials);
• Progress lost because you uninstalled the Game without linking progress to an Account where supported;
• Requests submitted long after the transaction date where no statutory right requires an extension.

7. Digital Goods and Immediate Delivery

By completing a purchase, you request immediate delivery of Coins or Virtual Items to your Account. Digital content is supplied electronically and delivered instantly upon payment confirmation. To the extent permitted by applicable law, you acknowledge that once delivery begins, cancellation rights that might otherwise apply to distance sales may not apply. This does not affect your rights regarding digital content that is faulty or not as described under applicable U.S. or California law. To exercise those rights, contact us at .

8. Purchases by Minors

The Game is not directed at children under 13, and we do not knowingly allow children under 13 to make purchases. If a purchase was made by a minor under 18 without the consent of a parent or legal guardian, the parent or guardian may contact us at with the transaction details and a brief description of the situation. We will work with you to resolve the eligible purchase, generally within 30 days of the transaction date, in line with applicable law. Parents are encouraged to use Screen Time and Ask to Buy on Apple devices to help prevent unauthorized in-app purchases.

9. Chargebacks and Account Action

If you initiate a payment-card chargeback or dispute through your bank or payment provider instead of contacting us first, your Account may be temporarily suspended pending investigation, and any disputed Virtual Items may be removed. Filing a fraudulent chargeback (e.g., disputing a charge for items you have already used) is a violation of our Terms of Service and may result in permanent termination of your Account and forfeiture of unused balances. We always prefer to resolve issues with you directly first — please email us before involving your bank.

10. U.S. Consumer Rights

Nothing in this policy limits your rights under applicable United States federal or state law, including California consumer-protection statutes. If you believe a purchase does not meet applicable standards for quality or description, contact us at . For general guidance, you may contact the Federal Trade Commission (FTC) or the California Attorney General's Office.

11. Changes to This Policy

We may update this Refund Policy from time to time. The "Last Updated" date at the top of this page reflects the most recent revision. Material changes will be communicated through an in-game notice, website notice, or another reasonable method. Your continued use of the Game after the updated policy takes effect constitutes acceptance of the revised policy.

12. Contact Us

Address:
Email:
Phone:
Response time: Initial acknowledgment within 2 business days (Pacific Time); refund decisions within 5–10 business days.