Purchases and refunds

How purchases work #

Purchases in our games (the games themselves, in-app items, virtual currency or subscriptions, where offered) are sold and processed by the store — Google Play or Steam. The store is the merchant of record: it shows the final price including VAT, takes payment, issues the receipt and handles most refunds. We never receive your card or bank details. Which games contain in-app purchases is stated on each game’s page.

Right of withdrawal in the EU #

As a consumer in the EU you normally have 14 days to withdraw from a distance contract. For digital content not supplied on a tangible medium, this right does not apply once the supply has started, if you gave your prior express consent to immediate supply and acknowledged that you thereby lose the right of withdrawal (Art. 16(m) of Romanian Emergency Ordinance no. 34/2014, transposing Art. 16(m) of Directive 2011/83/EU). The store asks for this consent before you confirm a purchase.

This exception does not limit your rights when the content is faulty or not supplied: under Emergency Ordinance no. 141/2021 (Directive (EU) 2019/770) you can ask us to bring it into conformity and, if that is not possible, to reduce the price or end the contract and get your money back.

Google Play #

• Within 48 hours of the purchase you can request a refund directly from Google: open play.google.com → Order history, select the order and choose Request a refund, or follow Google Play’s refund guide.
• After 48 hours, write to us at contact@stefidulcedev.ro with the order number (it starts with GPA.). We review every request and, where justified — in particular when the content was not delivered or does not work — we issue the refund through Google Play Console.
• Unauthorised purchases (charges that neither you nor anyone you know made): report them to Google within 120 days through the same refund page. To prevent purchases by family members, require authentication for every purchase in the Play Store settings.
• Subscriptions can be cancelled at any time in Google Play → Payments & subscriptions; access continues until the end of the paid period.

Steam #

• Steam refunds games purchased within 14 days of purchase and played for less than 2 hours, for any reason, under the Steam Refund Policy. Requests are made at help.steampowered.com.
• For in-game purchases in our Steam games, refund requests are also submitted through Steam Support. If Steam cannot help, contact us.

What happens after a refund #

When a purchase is refunded, the purchased item, virtual currency or access is removed from the game. If refunded virtual currency has already been spent, the balance may become negative or the items bought with it may be removed.

Problems with a purchase #

If you paid but did not receive the item, first use the game’s Restore purchases option (if available) and restart the game. If the problem persists, write to contact@stefidulcedev.ro with the order number; we will either deliver the item or refund it.

Consumer complaints #

If we cannot reach an agreement, you can contact the Romanian National Authority for Consumer Protection (ANPC) or use alternative dispute resolution (SAL). The EU Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025.