As with most downloadable software products, items which are purchased in our games (in-game purchases) are non-refundable, however in some cases, we can make certain exceptions.If the purchase was made on an Apple device:- For purchases made on an iOS device, Futureplay Games is not able to handle refunds directly. Please visit Apple Support and select the "Contact" iTunes store support" link, then "Purchases, Billing and redemption and choose the option that fits you best.A step-by-step guide can be found in this article: How can I get a refund? – AppleIf the purchase was made on an Android device:- Please send an email to parents@futureplaygames.com. In your message, please give us the following information:Your order number. The ID has the following format: GPA.0000-0000-0000-00000 A copy of the receipt where we can see the order ID – just for further info, please find below an example of what the receipt should look like: