Refund Policy for Match Tile 3: Zen
Operator: ,
Match Tile 3: Zen (the "Game") is distributed exclusively through Google Play, and all in-app purchases — including virtual currency ("Coins"), boosters, hints, themes, passes and other in-game content (collectively, "Virtual Items") — are billed and processed by Google LLC through Google Play Billing. Because Google handles the payment, the easiest and fastest way to obtain a refund is through Google Play. This page explains how that works, what can do for you directly, and the limits of each path.
This policy applies in addition to (and is not intended to limit) your non-waivable statutory rights under the laws of England and Wales and the United Kingdom, including the Consumer Rights Act 2015.
1. The Quick Version
- All in-app purchases deliver digital goods instantly and are generally final once delivered.
- For any refund of a Google Play purchase, the fastest route is Google Play itself — see Section 4.
- For issues that Google cannot solve (item not delivered, double charge, unauthorized purchase, in-game data error), contact us at and we will help — 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 an in-app purchase, you receive a license to use a digital function inside Match Tile 3: Zen (e.g., a quantity of Coins, a hint pack, a theme or booster pack). Virtual Items have no real-world monetary value, are tied to your Account, are non-transferable, and are delivered to your Account immediately upon Google confirming the payment. 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 is generally available in the following situations, subject to verification:
- The item was not delivered. Google charged you, but the Coins or item never appeared in your Account, and the issue can be confirmed in the in-game purchase log.
- 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 must be raised promptly — generally within 48 hours via Google Play, or 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 Match Tile 3: Zen 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 UK consumer-protection law, including the Consumer Rights Act 2015.
4. Refunds Through Google Play (Recommended Path)
Because Google is the merchant of record for all in-app purchases, Google Play is the fastest place to start:
- Within 2 hours of purchase: Google Play often allows you to cancel a purchase yourself with a single tap from the Order Details screen. This is typically processed automatically.
- Within 48 hours of purchase: You can submit a self-service refund request from play.google.com/store/account/orderhistory by selecting the order and tapping Request a refund or Report a problem. Google will review and decide automatically or escalate to you/us.
- Beyond 48 hours: Google's self-service options become limited. You can still file a request via Google Play support (support.google.com/googleplay/answer/2479637), and Google may forward the request to us as the developer.
Google's refund decisions are governed by Google Play's terms and operate independently of this policy. We do not control whether Google approves a particular request and we have no insight into Google's internal review.
5. Contacting Us Directly
If Google Play cannot help, or if your issue is in-game (item not delivered, lost progress, suspected duplicate charge, unauthorized purchase you discovered late), please contact us at and include:
- The Google account email used for the purchase;
- Your in-game player ID or nickname (if any);
- The Google Play order number (begins with GPA.) — found in the email receipt from Google or in your Google Play order history;
- The date, amount and item purchased;
- A short description of what went wrong, with screenshots if possible (e.g., the missing item, the duplicate charge, the error screen).
What happens next:
- We will acknowledge your message within 2 business days.
- We will investigate (this often involves checking your purchase log against our server records) and respond with a decision within 5 business days.
- For genuine non-delivery or in-game errors, our usual remedy is to re-deliver the missing items to your Account at no cost. If re-delivery is not possible or you prefer a refund, we may issue a refund directly through the Google Play Console for that specific transaction, where Google's window allows it.
- If a refund is issued, the corresponding Virtual Items will be removed from your Account.
- If we cannot help, we will tell you why and, where appropriate, point you to the Google Play steps in Section 4 or your statutory remedies.
Please note: we respond to refund requests primarily by email at . You may also contact us by phone at during UK 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 (including hints used, shuffles used, grid boosters activated, or themes equipped);
- Purchases where dissatisfaction is based on personal preference, gameplay difficulty, level design, art style, or perceived value of the items received;
- 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 your sharing of credentials);
- Progress lost because you uninstalled the Game without linking your save to a cloud-sync service;
- Requests submitted long after the transaction date and after Google's refund window has closed, where no statutory right requires an extension.
7. UK Consumers — 14-Day Cooling-Off Right
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you ordinarily have a 14-day right to cancel a distance contract. However, this right does not apply to digital content not supplied on a tangible medium where you have given prior express consent to immediate supply and acknowledged that you lose your cancellation right once supply begins.
By tapping "Buy" or "Confirm" on a Match Tile 3: Zen in-app purchase, you expressly request immediate delivery of the Coins or Virtual Items to your Account and acknowledge that you lose your 14-day cancellation right once delivery begins. This does not affect your other statutory rights under the Consumer Rights Act 2015 regarding digital content that is faulty or not as described. 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 in-app 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 Google Play order number and a brief description of the situation. We will work with you to refund the eligible purchase, generally within 30 days of the transaction date, in line with UK consumer-protection law. Parents are encouraged to use Google Play Family Link and purchase-approval settings to prevent unauthorised purchases.
9. Chargebacks and Account Action
If you initiate a payment-card chargeback or dispute through your bank 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 an item 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. UK Consumer Rights
Nothing in this policy limits your rights under the Consumer Rights Act 2015, the Consumer Protection from Unfair Trading Regulations 2008, or other applicable UK law. Digital content must be of satisfactory quality, fit for purpose, and as described. If you believe a purchase does not meet these standards, contact us at . For general guidance, you may contact Citizens Advice or report concerns to the Competition and Markets Authority (CMA).
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 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; refund decisions within 5 business days.