Layover

Refunds

The store that took your payment decides refunds. Here is what happens in the game when it does.

1. Who decides

• Apple or Google takes your payment, so Apple or Google decides refunds under their own rules. We cannot refund a store purchase ourselves, and we cannot see or change your payment.

2. How to ask

• iPhone or iPad: request a refund from Apple at https://support.apple.com/en-us/HT204084 (Apple gives this link for refund requests).
• Android: use Google Play's refund process described at https://support.google.com/googleplay/answer/2479637.
• If you are unsure which store charged you, check the receipt email. We can also help you find it: write to hello@certifiedlost.com.

3. What happens to your hints and Explorer Pass when a store refunds

• Explorer Pass: the pass is switched off and its features lock.
• Hint pack: the hints from that purchase are removed from your balance. If you already spent some, your balance may go to zero. It will not go below zero, and your past scores stay.
• Your ranked points and stamps are not removed unless we find cheating (see the Terms).
• The change arrives within a few minutes of the store telling our purchase service RevenueCat. If it takes longer, write to us.

4. Mistakes on our side

• If a purchase did not deliver what it promised, tell us at hello@certifiedlost.com with your handle, the date and your receipt within 30 days. We will deliver it or restore it. If we cannot, we will help you ask the store for a refund.

5. Your legal rights

• Nothing here limits consumer rights you have under the law where you live.

6. Deleting your account and refunds

• Deleting your account removes unspent hints, and we do not refund anything when you delete it. It also does not cancel an Explorer Pass: cancel it in your App Store or Google Play subscription settings first, or the store keeps billing you. Refunds for store purchases are decided by Apple or Google under their own rules.

7. If we close your account

• If we close your account for a reason other than you breaking the Terms, we will, at our choice, restore your unspent hint packs bought in the 48 hours before closure to a new account, or refund the price of those packs. We never close an account for inactivity while it holds unspent bought hints or an Explorer Pass.
• We do not restore or refund when we close an account for cheating, a breach of the Terms, a legal requirement or a safety risk to other players.