Refund policy
Changed your mind? Email us within 14 days of a top-up and we'll refund the credit you haven't used. Time your servers have already run isn't refundable.
Unused credit, within 14 days
You can ask for a refund of a top-up, including an automatic top-up, within 14 days of the payment. We refund the amount of that top-up or your current credit balance, whichever is lower, to the card you paid with. Credit that has already paid for server time is not refunded, because you asked us to start providing the service straight away by starting a server.
This is how we meet your right to cancel a contract for a digital service within 14 days under UK and EU consumer law: you get back everything you haven't used.
After 14 days
Credit stays on your account and doesn't expire, but it isn't refundable, except:
- When something goes wrong on our side. If a server fails to start, crashes or loses progress because of a fault in TickToad, tell us and we'll give back the credit for the time affected, or refund it if you prefer.
- When we close your account without you having broken our terms, or stop offering TickToad. We refund all of your remaining credit.
- When we change our terms in a way that matters and you'd rather leave: ask before the change takes effect and we refund your remaining credit.
- When the law says we must. Nothing in this policy takes away your statutory rights.
How to ask
Email support@ticktoad.com from the address on your account, with the date and amount of the top-up. We'll confirm within two working days and send the refund within 14 days of your request. It usually reaches your card 5 to 10 working days after that, depending on your bank. The refunded amount is taken off your credit balance.
Deleting your account
Deleting your account forfeits any credit left on it. If you'd like a refund, ask for it before you delete the account.
Chargebacks
Please contact us before disputing a payment with your bank; we can usually sort it out faster. A disputed payment takes the disputed amount off your credit and suspends your account, stopping its servers, until we've reviewed it. Your worlds are kept while it's suspended. See the terms of service for more.