PLAY PARK STUDIO · SNOWBALL SQUAD

Snowball Squad — Refund Policy

Effective date: 19 September 2026 · Version 1

Operator: Michael Robinson, trading as Play Park Studio. Address: 27 Langley Road, Newton Aycliffe, County Durham, DL5 5RJ, United Kingdom. Support: pacman@ascentterminal.com.

Our policy

We do not offer additional voluntary change-of-mind refunds for digital purchases that have been correctly supplied. This does not affect your statutory rights or refunds available under Google Play's applicable policies.

For example, simply preferring a different cosmetic after receiving the one you chose does not qualify for an additional voluntary refund from us. Missing, defective, misdescribed or unauthorised purchases must be considered separately; we do not reject them by relying on a blanket “no refunds” rule.

Your legal rights

Digital content must meet the legal standards that apply to it. Depending on the problem and the applicable law, remedies may include putting the content right, replacement, a price reduction, a refund or compensation. Purchasing content with gems does not remove rights that apply because those gems were bought with money.

UK and EEA digital-content purchases can have cancellation rights, normally for 14 days after the day the contract is entered into. A right to cancel may end when immediate supply starts only where the required consent, acknowledgement and purchase information have properly been provided. Merely accepting our Terms, launching the game or receiving a gem credit does not itself prove those requirements were met. Rights concerning faulty or missing content are separate and are not waived by requesting immediate supply.

If a cancellation right remains available, tell us clearly that you want to cancel, by email to pacman@ascentterminal.com or at the operator's address above, before the applicable period ends. Include enough information to identify the purchase. You do not need to give a reason or use a particular form. Missing legally required cancellation information can extend that period; these Terms do not shorten it. Google's applicable request route is also available below.

When we owe a refund, we will arrange it without undue delay and within the applicable legal deadline, without a refund-handling fee. We will not force you to accept game credit instead of a monetary remedy you are entitled to receive. Refunds normally use the original payment method unless you expressly agree to another lawful method. Store and payment-provider processing can affect when a refund appears in your account.

Google Play purchases

You can use Google Play's UK/EEA refund guidance and request route or contact us at pacman@ascentterminal.com. Google assesses requests under its applicable rules. We do not override a refund Google grants, and contacting us first is not a condition of exercising a right against the store or payment provider. Other countries may have different mandatory rights and store processes.

If a payment is pending, wait for its confirmed status rather than buying again. If payment completed but gems or an item are missing, try the game's Restore Purchases option or contact support. Restoring a gem pack checks delivery; it does not award the same pack twice.

Tell us the game version, product, approximate purchase date and a description of the problem. We may ask for a relevant order reference or redacted receipt through the support process. Do not send login tokens, recovery keys, Play purchase tokens, passwords or full payment-card details. We will request only information reasonably needed to investigate. A receipt is not, on its own, authority to take over or restore a game account.

If you believe a child or another person bought without permission, use the store's unauthorised-purchase or refund process and contact us if helpful. We do not assume that device access proves purchase approval.

What changes after a refund

Where lawful and proportionate, a refunded item can lose the entitlement supplied by that payment. Independently earned items are preserved. A refunded gem pack removes the corresponding gem credit; an already-spent shortfall becomes an in-game refund adjustment. Future gem credits reduce the adjustment before adding to the spendable balance, and new gem spending pauses while it remains.

For example, refunding a 200-gem pack when 50 gems remain removes those 50 and leaves a 150-gem adjustment. It is not money owed to us. There is no interest, collection action or requirement to buy more gems. Ordinary gameplay continues. Previously acquired gem cosmetics or pass rights are not automatically removed, and a refund request is not an automatic reason for a ban.

These adjustments must not undermine a remedy the law gives you. Contact us if an adjustment is incorrect, follows an unauthorised purchase, or conflicts with your legal rights. We will review it and correct or remove it where required. An evidenced fraud investigation is separate from an ordinary refund request.

Where available, Terms & Help → Support Tickets provides a reference for an eligible refunded gem-pack record on your signed-in account. It shows the gem amount and when our service recorded the receipt, not a verified purchase date. You can include the reference in your email, but you can contact us without one. An empty support list does not decide your rights. Loading or copying a reference does not send email, request a store refund, approve a correction or change gems.

An approved in-game correction is recorded against the original receipt so retries cannot duplicate it. It is separate from any monetary refund due. We do not ask you to pay again, transfer the receipt to another account or spend gems to obtain a remedy.

The current premium pass

Premium Winter Club is a one-time gem purchase for the named current reward track. It is not a subscription and has no automatic renewal or timed expiry. Rewards require the displayed gameplay progress. A problem with the pass or its contents can still qualify for a remedy; spending gems is not a waiver of consumer rights.

Deleting your game account or uninstalling does not itself submit a store refund request. Account deletion can remove access to associated content, but does not remove legal rights concerning a purchase. Ask for help if you are unsure which action addresses your problem.

Cancellation instructions and optional form

Where a UK cancellation right applies and has not lawfully ended, you can cancel without a reason within 14 days after the day the contract is entered into. Send a clear statement to Michael Robinson, trading as Play Park Studio, 27 Langley Road, Newton Aycliffe, County Durham, DL5 5RJ, United Kingdom, or pacman@ascentterminal.com before the period ends. You may use the form below, but do not have to. If legally required cancellation information was missing, a longer period may apply. The immediate-supply conditions described above still apply; we do not infer a waiver from playing or accepting these Terms.

For a valid statutory cancellation of digital content, payments due back are reimbursed without undue delay and no later than 14 days after we are informed of your cancellation. We use the original payment method unless you expressly agree otherwise, and charge no reimbursement fee. These cancellation rules do not replace remedies for faulty, missing or misdescribed content.

Model cancellation form — complete and send only if you wish to cancel.

(*) Delete as appropriate. Describe the relevant digital item or service and, if available, its order reference. Do not include a purchase token, password or recovery key. No form is submitted through this webpage; send your notice by email or post, or use Google's applicable route above.