Refund Policy
This policy applies to purchases in the browser version of our games (e.g. Endless Shelter on endless-shelter.com or Empire: World War II on empire-ww2.threeoaks-studio.de). Our order process is conducted by our online reseller Paddle.com, which is the Merchant of Record for these orders and processes refunds. Purchases made in our apps (Apple App Store, Google Play) are refunded by the respective platform under its own rules – please request those refunds from Apple or Google.
What we sell
We sell digital in-game content only: packs of in-game currency, trophy packs, starter sets, unit and general packs, and event passes. Content is credited to your game account immediately after payment. There are no subscriptions and no physical goods. Current prices are listed on our pricing page.
When you get a refund
- Technical problems: if purchased content was not credited to your account, you were charged twice, or the purchase failed in another way that we cannot fix, you receive a full refund.
- Accidental purchases: if you request a refund within 14 days of the purchase and have not yet used the purchased content (e.g. the currency has not been spent and the pass rewards have not been claimed), you receive a full refund.
- Statutory right of withdrawal: consumers in the EU have a 14-day right of withdrawal for digital content. It expires once delivery has begun, provided you expressly agreed to immediate delivery during checkout and acknowledged that you thereby lose your right of withdrawal. Your statutory rights remain unaffected by this policy.
How to request a refund
Use the link in the purchase confirmation email from Paddle, or contact Paddle directly at paddle.net. You can also write to us at support@threeoaks-studio.de with your order number and your player name – we will forward your request to Paddle. Refunds are paid back to the original payment method.
When a purchase is refunded, the purchased content is removed from your game account. If the currency has already been spent, your balance may become negative until it is compensated by future earnings. In Empire: World War II your balance can only drop to zero.