Purchases & refunds

Everything in the Star shop is optional, and nothing in it changes genes, odds or what can be bred.

• Laboratory items (packs of Quick Hatch, DNA Analysis, Instant Research and the like): used up when you use them.
• Looks for your keeper and backdrops for photos and clips: yours for as long as you have your account.
• Lumihatch Supporter: a plan with perks that renews every month or every year.

The price you see is the price you pay: it is in US dollars and includes VAT or sales tax where that applies. Your bank may charge for converting currency.

You pay on Stripe's checkout page, by card or another way it offers. We never see your card details. In some countries the sale is made by Stripe's reseller Link, which then stands as the seller on your receipt and on your bank statement. The checkout page tells you before you pay. You get a receipt by e-mail from Stripe.

Under 18? You need a parent's or guardian's yes before every purchase, and the shop asks you to confirm it.

Your purchase is added to your Lumihatch account as soon as the payment has gone through, normally within seconds. If it hasn't arrived after an hour, write to hello@lumihatch.com with the e-mail address you paid with and we sort it out.

If you live in the EU, the EEA or the United Kingdom, you normally have 14 days to withdraw from something you bought online, without giving a reason.

One-off purchases (laboratory items, looks, backdrops) are digital content delivered at once. When you pay, you ask us to deliver straight away and accept that the right to withdraw ends when the purchase has been added to your account. The checkout page says so before you pay. So a one-off purchase can't be returned once you have it.

Supporter is different: you can withdraw within 14 days of the day you first became a Supporter, and we pay back what you paid. The perks end at the same time. Renewals are not new purchases, so the 14 days don't start again when a plan renews.

How to withdraw: write to hello@lumihatch.com within the 14 days and say that you withdraw from your purchase. Tell us your username and the e-mail address you paid with. You can use these words:

To DropDev AB: I withdraw from my purchase of Lumihatch Supporter, started on [date]. My username is [username]. [Your name, date]

We pay back within 14 days of hearing from you, the same way you paid.

Open the Star shop and choose Manage on the Supporter card. There you cancel the plan or change your card. When you cancel, the plan stops renewing and you keep the perks until the time you have paid for runs out. We don't pay back part of a period that has started, except within the first 14 days as described above.

Write to hello@lumihatch.com and we put it right, with the items you should have had or with your money back, if:

• you paid but didn't get what you bought;
• you were charged twice, or charged the wrong amount;
• what you bought doesn't work as it was described;
• a child bought something without a parent's or guardian's yes. Write as soon as you notice. We refund what hasn't been used and take the items back.

You also have the rights the law gives you when digital content is faulty. In Sweden you can complain about a fault for up to three years.

Please write to us before asking your bank to reverse a payment: it is quicker for you, and we may pause an account with a reversed payment until it is sorted out.

If you are a consumer and we can't solve it together, you can turn to the Swedish National Board for Consumer Disputes (Allmänna reklamationsnämnden, arn.se). More in the terms.