Pipguin Purchases and Refunds Policy
Effective date: 10 November 2026. Version: 2026-11-10-v1.
1. Product and payment
The Full Collection is a one-time final USD 9.99 purchase for one Pipguin account, with applicable taxes included and without a subscription or recurring product charge. It includes all current and future cosmetic looks as described in the Terms of Use. Checkout shows the final amount and available payment methods before confirmation.
Paddle acts as merchant of record and authorised reseller for the transaction. Paddle collects the payment details needed to process the charge; Pipguin does not receive complete card details. Paddle's Buyer Terms, Privacy Policy and buyer refund information are available at https://www.paddle.com/legal/buyer-terms, https://www.paddle.com/legal/privacy and https://www.paddle.com/help/manage/your-customers/buyers-refunds. A purchase is delivered only after Pipguin confirms a valid payment event. A redirect, screenshot, email alone or pending bank authorisation does not prove delivery or settlement.
2. Fourteen-day refund without additional conditions
You may request a full refund within 14 calendar days after purchase without giving a reason and without additional conditions. This applies even if Full Collection access was already activated or used. Pipguin does not rely on a digital-content withdrawal waiver for this policy version.
Send an unambiguous request through the Contact form or the support path provided with the payment. It is enough to request a refund and provide any order or account information sufficient to identify the purchase. A missing order reference does not remove the 14-day right. Do not send a password or complete card details. A request sent before the end of day 14 is timely.
For a valid request, we issue the full Full Collection refund without undue delay and no later than 14 calendar days after receiving the request. Reimbursement uses the original payment method unless the consumer expressly agrees otherwise and incurs no additional cost. Provider processing and bank posting may add time outside our direct control, without limiting mandatory rights.
3. Defects, missing delivery and billing errors
The 14-day route does not limit mandatory remedies. Contact us at any time permitted by applicable law if access was not delivered after a confirmed charge, the digital content materially does not match its description, a duplicate charge occurred, the charge was unauthorised, or the product cannot be restored to the purchasing account.
We first verify the order and may correct delivery or restore conforming access when lawful and reasonable. A price reduction, termination and refund remain available when required by applicable law, including when correction is impossible, not completed within a reasonable time, or the non-conformity is sufficiently serious. Mandatory rights are not replaced by a payment provider's discretionary rules.
4. How to request help or a refund
Use the Contact form at /en/contact or /ru/contact, or email [email protected]. You may also use a support path supplied by the actual payment provider. Provide any order or account information sufficient to identify the purchase. We may ask for proportionate proof that you control the purchasing account or payment, but never for a password or complete card details.
A request may be pending while the payment and account link are checked. Review does not mean a refund has already been approved or paid. If a request is denied, we explain the reason and preserve available escalation and mandatory rights.
Refund template: "I request a full refund for my Pipguin Full Collection purchase. Order reference: [reference]. Purchase date: [date]. Purchaser name: [name]. Reply address: [email]. Request date: [date]."
5. Effect on access
Submitting a refund request does not by itself suspend Full Collection access. Access remains until the provider confirms the refund, unless a separate proportionate security restriction is necessary. The free player, starter cosmetics, account and unrelated independently granted rights remain available.
A provider-confirmed full refund revokes only the refunded Full Collection entitlement. A provider-confirmed partial refund is sent to manual review because the Full Collection is one indivisible product. Access is not finally revoked until that review is resolved.
6. Payment disputes
The actual payment provider normally returns an approved refund to the original payment method. Please contact us or that provider before starting a payment dispute so a delivery or duplicate-charge problem can be checked quickly. This request does not restrict a legal right to contact a bank, payment provider, court, the Georgian Competition and Consumer Agency, or another competent consumer authority.
7. Mandatory rights and versions
Nothing in this policy excludes a consumer right that cannot legally be excluded. Consumers in the European Union and other protected markets retain remedies required for non-conforming digital content. Consumers in Georgia retain rights under the Law of Georgia on the Protection of Consumer Rights.
The completed order records the accepted version and language of this policy. Later changes do not reduce rights attached to an earlier completed order. If this policy offers more protection than the minimum required by law or the provider's general refund policy, the more protective promise in this accepted snapshot applies to the seller's product.
Model withdrawal and refund form
To: individual entrepreneur NIKOLAY MENZHILIY, Georgia, Tbilisi, Krtsanisi District, Nino and Ilia Nakashidze Street No. 1 (formerly Avlevi), Building No. 3, Apartment No. 3. Email: [email protected]. Electronic submission: use this email or the Contact form at /en/contact or /ru/contact.
I hereby give notice that I withdraw from my contract for the purchase of Pipguin Full Collection digital content and request a full refund.
Order reference or other information sufficient to identify the purchase: [details]
Date of purchase: [date]
Consumer name: [name]
Consumer address: [address]
Reply email: [email]
Consumer signature, only if this form is submitted on paper: [signature]
Date of request: [date]