Refund Policy
How refunds work for app store purchases, memberships and studio services, including your rights under the Australian Consumer Law.
The short version
If something you bought does not work, tell us and we will fix it or refund it. App store purchases are refunded through the store that took payment; studio services are refunded by us directly. Australian Consumer Law guarantees apply to everything we sell.
App store purchases
Level packs, hint passes, ad-free unlocks, memberships and season passes bought inside Piece Out are processed by Google Play or the App Store. Refund requests for these go through the store's own process:
- Google Play: play.google.com, then Account, Order history, Request a refund. Purchases are generally refundable within 48 hours and often longer with a good reason.
- App Store: reportaproblem.apple.com, sign in, choose the purchase and request a refund.
Once a store approves a refund, the associated unlock is removed. If a refunded item was billed in error, contact us as well and we will help sort the entitlement state.
Subscriptions
VIP Membership is a subscription billed by your app store. You can cancel anytime in store subscription settings; access continues until the end of the paid period. Partial-period refunds follow the store's rules. Cancelling never affects content you bought outright.
Studio services
For services ordered directly through us, coaching sessions, custom board commissions, classroom licences and gift codes:
- Coaching: full refund for cancellations more than 12 hours ahead, or if we cannot deliver the session.
- Custom boards: refundable in full before design work begins; once the draft is delivered, refunds are partial and agreed case by case. If we cannot reach approval after the included revisions, you pay nothing beyond a modest design fee covering work already done.
- Classroom licences: refundable within 14 days of purchase if unused.
- Gift codes: refundable while unredeemed. Once a code is redeemed, refunds follow the recipient's membership terms.
Quick summary
- Store purchases: refund via Google Play or Apple
- Coaching: full refund 12+ hours ahead
- Gift codes refundable until redeemed
- Australian Consumer Law always applies
Questions
Kumobius Games Pty. Ltd.
287 Collins St
Melbourne
VIC 3000
Australia
+61 3 9650 3344
Contact the studioYour consumer rights
Under the Australian Consumer Law, our services come with guarantees that cannot be excluded. For a major failure you may choose a refund or replacement; for minor failures we may fix the problem first. This policy adds to those rights and never reduces them. Nothing here limits rights EU and UK customers hold under their own consumer rules.
How to request a refund
For studio services, email [email protected] with your order details and 'refund' in the subject. We respond within one business day and process approved refunds to the original payment method within 5 to 10 business days. For app store purchases, use the store links above, and feel free to copy us in if the store process stalls.
Related documents
Common questions
Frequent points people raise about this document. Anything else, reach us through the contact page.