Refund Policy

1. What we sell

The Game is free to play, and every purchase is optional.

Nothing is sold yet: PokéCoins, the store currency, cannot be bought until a payment processor is named here. Once sales open, they buy cosmetic items, conveniences and VIP time, delivered to your account straight away, and this policy applies to every purchase.

2. Right of withdrawal

You can cancel a purchase within 7 days of payment (Brazilian Consumer Defence Code, art. 49). We refund the value of the PokéCoins from that purchase that have not been spent yet. The refunded PokéCoins are removed from the account.

3. A purchase that did not arrive

If a store item is not delivered, the PokéCoins go back to your account automatically. If a payment went through and the PokéCoins did not appear, contact us: we will deliver them or refund the money.

4. A charge you do not recognise

Contact us before disputing the payment with your bank or card issuer. While a chargeback is open, the account may be suspended, and the PokéCoins and items from that payment are removed.

5. Purchases made by minors

A parent or legal guardian can ask for a refund of a purchase made without their permission. We look at each case.

6. When there is no refund

We do not refund PokéCoins already spent after the withdrawal period, or purchases on accounts banned for breaking the Game Rules, except where the law requires it.

Voluntary donations give nothing in return in the Game and are not refundable, except for a charge made in error or where the law requires it.

7. Testing and end of service

Progress wipes during the beta do not remove purchased PokéCoins or items. If the Game shuts down, we will give at least 30 days' notice, stop sales on the day of the notice and explain how to request a refund of purchased PokéCoins that were not spent.

8. How to ask

Open a ticket on the Support page, https://pocketworldonline.com/en/support/, signed in to your account, in the "Payment / store" category, with the date and number of the purchase. The refund goes back to the same payment method, and how long it takes to show depends on your bank or card.