Hearth · Refunds
Hearth Refunds
Last updated: 7 November 2026
This policy applies if you buy Hearth+ or a one-off pack from Castlegate Studios. It does not take away rights you have under UK law, including the Consumer Rights Act 2015.
Contact: support@castlegatestudios.co.uk
See also the Terms of Sale, Terms of Use and Privacy policy.
Google Play purchases (Android)
Google is usually the first stop for refunds on Google Play Billing orders.
- Within about 48 hours of purchase, request a refund through Google Play (Order history or Play help). Google may approve depending on the purchase details.
- After that, email support@castlegatestudios.co.uk (or use in-app support). We will troubleshoot and, where appropriate, refund or revoke the purchase through Google Play’s developer tools, in line with this policy and UK law.
- Subscriptions: if you cancel in Google Play, Google’s general rule is no refund for the current period; you keep access until it ends. Some countries get prorated refunds by local law. We may offer a fuller refund in goodwill or if the content is faulty.
Where Google is merchant of record, their decision and timelines apply first. We cannot override Google’s automated window, but we can still refund as the developer where their tools allow.
Website purchases (Stripe)
Email support@castlegatestudios.co.uk from the purchase email, with the order id or date.
| Situation | What we will do |
|---|---|
| Faulty digital content (it will not unlock, a major bug blocks the paid feature, or it is not as described) | We repair or replace it promptly. If that fails or is impossible, we reduce the price or refund you. |
| Change of mind after you gave valid consent to supply digital content straight away, and it has been unlocked | No cooling-off refund. We may still consider goodwill, case by case. |
| Change of mind without that consent, within 14 days | A full refund. You owe nothing for digital content supplied in that window. |
| Subscription mid-period, change of mind | Cancelling stops future renewals. We do not normally refund the current period unless the content is faulty, the law requires it, or we offer goodwill. |
| Duplicate charge or an obvious billing error | A full refund of the duplicate. |
| Fraudulent use, chargeback abuse, or a ban for breaking the terms | No refund beyond what the law requires. We may contest chargebacks. |
Refunds go to the original payment method through Stripe. We aim to acknowledge your email within 2 working days and to complete an agreed refund within 14 days.
Your legal rights for paid digital content
Under the Consumer Rights Act 2015, paid digital content must be of satisfactory quality, fit for purpose and as described. If it is not:
- we repair or replace it; then
- you may get a price reduction (which can be a full refund) if repair or replacement is impossible, fails, or is not done in a reasonable time without significant inconvenience.
A full refund can also be due if we had no right to supply the content. These rights are not removed by this policy.
Trials
There is no free trial for Hearth+ on Google Play or the website.
If you live in the UK and started your subscription on or after 1 January 2027, you may also have extra cancellation rights after a yearly renewal. We will explain these in our reminder emails.
Chargebacks
Please contact us first. A chargeback may lead to paid features being suspended while it is disputed.
Contact
support@castlegatestudios.co.uk · Terms of Sale · Terms of Use · Privacy policy · Legal notices