Refund Policy
Last updated: 15 May 2026
This policy explains when you can get a refund for a Moyako+ subscription, how to request one, and how cancellation works. It applies to subscriptions purchased directly from us via Stripe on games.moyako.com. Purchases made through Google Play or the Apple App Store follow their own refund processes — see §5 below.
1. 14-day refund window — self-serve, no questions asked
Under the UK Consumer Contracts Regulations 2013 and equivalent EU consumer law, you have 14 days from the date of purchase to cancel and receive a full refund. We make this as easy as possible:
Within 14 days of subscribing, you can refund yourself with one click — go to games.moyako.com/pricing while signed in, and use the Cancel & refund button in the Moyako+ status box. The refund is instant, the subscription is cancelled immediately, and the money returns to your original payment method within 5 to 10 business days depending on your card issuer.
Moyako+ is digital content delivered immediately on purchase. At checkout you consent to immediate access and acknowledge that under UK law your statutory cooling-off right ends once you begin using paid features. We choose to offer a more generous policy than the law requires: you can refund inside the 14-day window regardless of how much you have used. After 14 days, the legal right has expired and refunds become discretionary — see §3.
2. Cancellation vs. refund
These are different actions:
- Cancellation stops your subscription from renewing at the end of the current billing period. You keep Moyako+ access until that date. There is no refund — you have paid for the period you are using.
- Refund returns money you have already paid AND cancels the subscription immediately. Self-serve inside 14 days; discretionary after.
To cancel without a refund (after 14 days), use Settings → Manage Subscription on games.moyako.com, your Google Play account (Android), or your Apple ID Subscriptions page (iOS).
3. After the 14-day window
Once the 14-day window has expired, the self-serve refund button is no longer available. We may still offer a refund at our discretion in the following situations:
- Accidental renewal: if you forgot to cancel and contact us within 7 days of the renewal charge, and have not used Moyako+ features in the new billing period.
- Technical issue: if a fault on our side prevented you from using Moyako+ features you paid for.
- Duplicate or unauthorised charge: we refund in full and investigate.
- Underage purchase: if a Moyako+ subscription was purchased by someone under 16 without parental authorisation, we cancel and refund the unused portion in full.
Email info@moyako.com with your account email, the charge date, and a brief reason. We will get back to you as soon as we can.
4. How long the refund takes to appear
The refund is initiated immediately when you click the button or when we process a discretionary refund. The money returns to your original payment method (card, bank account) typically within 5 to 10 business days. The exact timing depends on your card issuer or bank — Moyako has no control once the refund has been initiated with Stripe.
5. Purchases through Google Play or the Apple App Store
If you bought Moyako+ through the Google Play Store or the Apple App Store, those platforms handle the payment and refund process directly. We cannot refund those purchases on their behalf.
- Google Play: within 48 hours of purchase, request a refund via your Google Play account. After 48 hours, contact Google Play support; we are happy to confirm to Google that you have not abused the system.
- Apple App Store: request a refund at reportaproblem.apple.com. Apple typically grants refunds within 14 days of purchase if features were not heavily used.
If you have trouble getting a fair outcome from Google or Apple, email us and we will help where we can.
6. Chargebacks
Please contact us before initiating a chargeback with your card issuer — we can usually resolve issues directly and quickly. Chargebacks initiated without contacting us first may result in your account being suspended pending review. Once a chargeback is raised, we may need to pause refunds on the same account until the bank's process completes.
7. Statutory rights
Nothing in this policy limits your statutory consumer rights under UK or EU law. If our policy conflicts with a right you have under law, the law wins.
8. Contact
Refund and billing enquiries: info@moyako.com
Hanalytic Limited, London, United Kingdom
Company number 10576728 · VAT GB284728857