How can I request a refund?
Android
Your purchase was handled by Google Play, and all purchases must be verified by Google Play as we do not have your payment or billing information.
Therefore, any refund requests should be made through Google Play.
Please refer to the link below.
Request a refund on Google Play
If you need further assistance, please contact Google Play.
Contact Google Play
Apple
Your purchase was handled by Apple, and all purchases must be verified by Apple as we do not have your payment or billing information.
Therefore, any refund requests should be made through Apple.
Please refer to the link below.
Request a refund for apps or content that you bought from Apple
If you need further assistance, please contact Apple.
Contact Apple
Your purchase was handled by Google Play, and all purchases must be verified by Google Play as we do not have your payment or billing information.
Therefore, any refund requests should be made through Google Play.
Please refer to the link below.
Request a refund on Google Play
If you need further assistance, please contact Google Play.
Contact Google Play
Apple
Your purchase was handled by Apple, and all purchases must be verified by Apple as we do not have your payment or billing information.
Therefore, any refund requests should be made through Apple.
Please refer to the link below.
Request a refund for apps or content that you bought from Apple
If you need further assistance, please contact Apple.
Contact Apple
I’d like to check the status of my refund request.
Android
If you have already submitted a refund request, you can track its status via the link below.
Check the status of a refund request for Google Play
If you need further assistance, please contact Google Play.
Contact Google Play
Apple
If you have already submitted a refund request, you can track its status via the link below.
Check the status of a refund for apps or content that you bought from Apple
If you need further assistance, please contact Apple.
Contact Apple
If you have already submitted a refund request, you can track its status via the link below.
Check the status of a refund request for Google Play
If you need further assistance, please contact Google Play.
Contact Google Play
Apple
If you have already submitted a refund request, you can track its status via the link below.
Check the status of a refund for apps or content that you bought from Apple
If you need further assistance, please contact Apple.
Contact Apple
My child made an in-game purchase without my permission.
Cancellation and refund policies for payments made by minors vary depending on the device holder and the payment method.
Mobile Device Registered Under Minor’s Name
* Mobile Carrier Billing: In principle, purchase contracts made by minors can be canceled. However, cancellation may be restricted if the purchase was made with the consent of a legal guardian or with property allowed to be managed by the minor.
* Payment via Debit Card under Minor’s Name: If the minor used funds within their account (with limits permitted by the legal guardian), it may be considered as having the guardian’s implied consent or permission. In such cases, refunds may be denied.
* Payment via Parent’s Credit/Debit Card: If the cardholder (parent) is also the device holder, it may be considered that the parent made the purchase. Additionally, if the minor misrepresented themselves as an adult or implied they had guardian consent, a refund may be denied based on Civil Law Article 17 and related clauses.
Mobile Device Registered Under Parent’s (Adult’s) Name
If the payment was made from a device under the parent's (adult's) name, it is difficult to verify that the minor made the purchase.
Therefore, it may be considered that the parent made the payment, and refunds may be denied depending on the circumstances, regardless of the payment method.
If your case falls under the refund policy, please contact SYLO Support.
Make sure to attach a screenshot showing the Purchase ID located at the bottom of your purchase receipt.
The receipt is sent to your email after the purchase is completed.
Once your cancellation request is received, we will review your case and proceed according to our refund policy.
Please note that if a refund is approved, the purchased items may be removed from your account. If removal is not possible, your account usage may be restricted.
Mobile Device Registered Under Minor’s Name
* Mobile Carrier Billing: In principle, purchase contracts made by minors can be canceled. However, cancellation may be restricted if the purchase was made with the consent of a legal guardian or with property allowed to be managed by the minor.
* Payment via Debit Card under Minor’s Name: If the minor used funds within their account (with limits permitted by the legal guardian), it may be considered as having the guardian’s implied consent or permission. In such cases, refunds may be denied.
* Payment via Parent’s Credit/Debit Card: If the cardholder (parent) is also the device holder, it may be considered that the parent made the purchase. Additionally, if the minor misrepresented themselves as an adult or implied they had guardian consent, a refund may be denied based on Civil Law Article 17 and related clauses.
Mobile Device Registered Under Parent’s (Adult’s) Name
If the payment was made from a device under the parent's (adult's) name, it is difficult to verify that the minor made the purchase.
Therefore, it may be considered that the parent made the payment, and refunds may be denied depending on the circumstances, regardless of the payment method.
If your case falls under the refund policy, please contact SYLO Support.
Make sure to attach a screenshot showing the Purchase ID located at the bottom of your purchase receipt.
The receipt is sent to your email after the purchase is completed.
Once your cancellation request is received, we will review your case and proceed according to our refund policy.
Please note that if a refund is approved, the purchased items may be removed from your account. If removal is not possible, your account usage may be restricted.
What happens to Google Play Points if a purchase is refunded?
If you’re able to refund an item that you bought on Google Play, any points earned on that purchase will be deducted from your Play Points balance and level progress.
* If you don’t have enough points to cover the deducted points from the refunded item, your points balance will become negative.
* If you don’t have enough points to stay at your current level after the points are deducted from your level progress, you might go down a level.
* If you used points for an app, game, or in-app purchase and would like a refund, check our refund policies for apps, games, and in-app purchases.
Apps, games, & in-app purchases (including subscriptions) refund policies
For more information, please check following link.
Google Play Points Terms of Service
If you need further assistance, please contact Google Play.
Contact Google Play
* If you don’t have enough points to cover the deducted points from the refunded item, your points balance will become negative.
* If you don’t have enough points to stay at your current level after the points are deducted from your level progress, you might go down a level.
* If you used points for an app, game, or in-app purchase and would like a refund, check our refund policies for apps, games, and in-app purchases.
Apps, games, & in-app purchases (including subscriptions) refund policies
For more information, please check following link.
Google Play Points Terms of Service
If you need further assistance, please contact Google Play.
Contact Google Play
Why is my Jewels balance negative?
A negative Gems balance may occur if a refund is requested on a used in-game Gem purchase.
When the refund request gets approved, the respective Gem value of the in-game offer is automatically deducted from the account.
Offers in-game are often valued higher than the price you pay.
That’s why the number of resources removed from your account may be higher than the original cost of your purchase.
If no refund was requested, the problem might be that the payment didn't go through, and an automatic refund was issued, resulting in an automatic refund of the respective Gem value.
If that’s the case, please contact Google or Apple to check your payment status.
How can I review my purchase history? (Android)
How can I review my purchase history? (Apple)
Please note!
If you have a negative Gem balance, you will not be able to purchase in-game offers.
When the refund request gets approved, the respective Gem value of the in-game offer is automatically deducted from the account.
Offers in-game are often valued higher than the price you pay.
That’s why the number of resources removed from your account may be higher than the original cost of your purchase.
If no refund was requested, the problem might be that the payment didn't go through, and an automatic refund was issued, resulting in an automatic refund of the respective Gem value.
If that’s the case, please contact Google or Apple to check your payment status.
How can I review my purchase history? (Android)
How can I review my purchase history? (Apple)
Please note!
If you have a negative Gem balance, you will not be able to purchase in-game offers.