Refund Policy

Last updated November 2, 2026

Crayon Pets is made by Hawk Eye. This policy explains how refunds work. Who handles a refund depends on where you bought.

Purchases in the Android and computer versions from our website (Paddle)

For purchases in the Android and computer (Windows, Linux) versions handed out on our website, our online reseller Paddle.com is the Merchant of Record. Paddle handles refund requests and pays them out.

Items you keep for good (clothes, room sets, patterns and the like): a full refund within 14 days of purchase, for any reason.
Items that are used up (treats, play-point refills, adopting a pet and the like), including those inside packs: refunded within 14 days of purchase if they have not reached the app yet. Once they have reached the app, they generally cannot be refunded.
The Snuggle Club: the first payment is refunded if you ask within 14 days of joining. After a renewal, we generally do not refund part of a period. If you cancel, you stay a member until the end of the period you have paid for.
If a child bought something without a parent or guardian knowing, please contact us first, whatever was bought and whenever. We will look into it with you.
If something did not arrive or does not work, please contact us first. If we cannot fix it, we refund it.

How to ask

Use the link in the receipt email from Paddle, or find your order at paddle.net.
Or email crayonpets.app@gmail.com with the order number from the receipt.
Refunds go back to the way you paid. How long it takes depends on your card issuer or payment method.

What a refund changes

A refunded item leaves your belongings in the app (clothes being worn come off).
If the Snuggle Club is refunded, the membership ends that day.
A partial refund does not take items away.
If refunds are being abused, for example by buying and refunding again and again, we may refuse refunds and further purchases.

App Store and Google Play purchases

Purchases on iPhone, iPad and Mac (App Store) are processed by Apple, and purchases in the Google Play version by Google. Whether they are refunded is decided under the store's own rules; we cannot refund them ourselves.

App Store: request a refund at reportaproblem.apple.com.
Google Play: see Google Play's refund help.

Your rights under the law

This policy does not limit your rights under the consumer protection laws of the country where you live. Consumers in the European Union, the United Kingdom and other places with a right of withdrawal have that right in addition to this policy, subject to its rules for digital content supplied immediately. Rights such as cancelling a purchase a minor made without a guardian's consent can be used separately from this policy.

Questions about refunds: crayonpets.app@gmail.com