PIPLO GAMES
Refund Policy
Effective October 7, 2026.
This is the English version of our Política de reembolsos. If the two differ, the Spanish version prevails.
1. In short
- We sell digital items that are delivered to your account instantly.
- If you change your mind, you may request a refund within 5 business days, without giving a reason (section 4).
- We do refund duplicate charges, items you did not receive, items a technical error keeps you from using and purchases made by a minor without permission.
- Request it at adminpiplogames@gmail.com with your order ID. Never send us card details.
- A refund removes the purchased item. Whatever you earned by playing or with Piplo Points is kept.
2. What it covers
- Purchases made in the Piplo Shop on piplogames.com and charged through Stripe.
- Not purchases made inside Google Play or App Store apps (ask that store), nor Piplo Points, Plumas or in-game coins, which are not sold.
3. When we refund
| Case | What we do | Request within | What we need |
|---|---|---|---|
| Duplicate charge or a charge without an order | Full refund of the extra charge | 60 calendar days from the charge | Order ID, or the date and amount of the charge |
| Not delivered: you paid and the item does not appear even after «Restore purchases» | We deliver it; if we cannot within 72 hours, full refund | 60 calendar days from the purchase | Order ID |
| Technical error: the item does not work as described in the web version | We fix it; if we cannot within 10 business days, full refund | 60 calendar days from the purchase | Order, game, device and browser; a screenshot if possible |
| Purchase by a minor without permission | Full refund and removal of the item | 60 calendar days from the purchase | Requested by the parent or guardian; order and account email |
| Unrecognized charge (card used without permission) | Refund once confirmed; also tell your bank | As soon as possible | Date and amount of the charge |
| Charge different from the price shown | Refund of the difference; you keep the item | 60 calendar days from the charge | Order and a screenshot of the price |
| Game withdrawn | What the Terms (section 6) say | — | — |
4. Change of mind
- You may request a refund within 5 business days of the purchase, without giving a reason.
- It applies once per item and account, even if you requested immediate delivery.
- The refund removes the item from your account. Request it as explained in section 5.
5. How to request a refund
- Open My purchases in the Piplo Shop and copy the order ID.
- Email adminpiplogames@gmail.com, from your account’s email if possible, with the order ID, the case from the table (or «change of mind») and a short explanation.
- Parents or guardians: say that you are writing for a minor and which account it is. The Club shows an account reference you can copy.
- Never send your card number, CVC or photos of your card.
6. Response times
- We reply within 3 business days and resolve within 10 business days. Approved refunds are issued the same day.
- Refunds go back to the original payment method; your bank usually takes 5 to 10 business days to show them. For cash payment methods (if enabled), we use whatever channel Stripe allows.
7. What happens to the item
- A refund removes the purchased item; if it was equipped, the game goes back to the previous look.
- Items earned with Piplo Points or by playing are kept separately and are not affected.
- Except for a charge different from the price shown, there are no partial refunds of an item. If a pack has a problem, we fix it or refund the whole pack.
8. Chargebacks
- Please contact us before opening a chargeback: we can almost always solve it faster.
- A disputed item is suspended until the bank decides. If the bank rules in Piplo’s favor, we restore it.
- Chargebacks without cause may lead to measures on the account (Terms, section 12).
9. If you delete your account
Deleting your Club account removes access to your web purchases and does not entitle you to a refund. Request any refund under section 3 or 4 before deleting it.
10. Your rights
- This policy does not limit your rights under Mexico’s Federal Consumer Protection Law.
- You may contact PROFECO, Mexico’s Federal Consumer Protection Agency. Its phone numbers and complaint procedure are at profeco.gob.mx.
Contact: adminpiplogames@gmail.com