Refund Policy

Why we cannot refund

Every oin game is made to order for one specific person. As soon as we receive payment, we start production: drawing your main character from the photo you sent, writing your two letters and your 5-question quiz into the game, and building it for Windows, macOS and Linux. None of that work can be resold or reused for anyone else - it only makes sense for the one person it was made for.

Because of this, oin is a custom-made digital product, not an off-the-shelf good. Consumer law in most countries - including the EU and UK - carves out exactly this case: the usual cooling-off period for distance sales does not apply to goods made to a consumer's specification or clearly personalised, nor to digital content supplied with the consumer's prior express consent to immediate performance.

By placing an order you expressly ask us to start making your personalised game right away, and you acknowledge that you lose the cancellation right once we do. If the law where you live gives you a right you cannot waive, that right still stands and this policy does not override it.

Before you pay

Nothing is charged and nothing is made until you pay. If you change your mind after submitting the order form but before sending payment, simply don't pay - or message us on Instagram at @oin.gift to cancel. There is no cost and no obligation. See pricing for what's included.

If something is wrong with your game

If we made a mistake on our side - a letter or quiz answer was entered incorrectly, the character doesn't match the photo you sent, or the build you received doesn't launch - we will fix it and re-deliver your game at no extra cost. Just message us on Instagram at @oin.gift within 14 days of delivery and let us know what's wrong.

Lost or broken download links

If your download link stops working or gets lost, we'll send you a new one for free, any time - just ask.

When we do return money

If we are unable to complete your order at all - for example the photo you sent can't be used and no replacement is provided, or we decline the order under our Terms - any payment you already made for that order is returned to you in full.

We also return money if you were billed twice for the same order, and in any case where a refund is required by law. Apart from these, oin does not refund paid orders.

Changes after delivery

Once your game is delivered, wanting something different - new text, a different character, extra NPCs - counts as new work, not a fix. We're happy to help, but it will be quoted and paid for as a new order. See pricing for extra NPC costs.

Duplicate payments

If you were charged twice for the same order by mistake, or paid more than once by accident, we will return the duplicate payment in full. This isn't a refund exception - it's simply correcting a billing mistake.

How refunds are processed

Payments for oin are taken by Paddle.com Market Ltd, which acts as the merchant of record for every order - Paddle is the seller shown on your receipt and your card statement. When a refund is due under this policy, we ask Paddle to issue it, and Paddle returns the money to the original payment method. It normally appears within 5-10 business days, depending on your bank.

As merchant of record, Paddle may also issue a refund on its own initiative under its Buyer Terms - for instance in cases of duplicate billing, suspected fraud, or where a refund is legally required. We accept those decisions.

How to reach us, and before you file a chargeback

The only way to reach us is Instagram: @oin.gift. We don't have a support email. If something feels wrong with your order, message us first - most issues are fixed faster this way than through a bank chargeback, and a chargeback can delay or complicate a fix we'd otherwise handle in minutes. You can also contact Paddle directly about anything billing-related through paddle.com.

Governing law

oin is run by two independent creators based in Kazakhstan. This policy, and any order placed with oin, is governed by the laws of the Republic of Kazakhstan, without depriving you of the protection of mandatory consumer-law rules in the country where you live. The payment itself is additionally covered by Paddle's Buyer Terms.