Refund Policy

Effective Date: [Insert Effective Date]

Cooking Journey Studio ("Cooking Journey," "we," "us," or "our") is committed to providing users with high-quality cooking-themed video games, in-game content, and related digital services (collectively, "Game Offerings") while upholding the highest standards of consumer protection. This Refund Policy (the "Policy") governs all refund requests for Game Offerings purchased by users located in the United States of America, including all U.S. territories and possessions. By purchasing any Game Offering from Cooking Journey Studio, you ("User," "you") acknowledge that you have read, understood, and agreed to be bound by this Policy, as well as all applicable United States federal laws—including regulations enforced by the Federal Trade Commission ("FTC")—and state consumer protection laws. This Policy is the sole and exclusive agreement between you and Cooking Journey regarding refunds for Game Offerings, replacing any prior oral or written communications on the subject.

1. Key Definitions

To ensure clarity, the following terms have the meanings set forth below when used in this Policy:

Game Offerings: All cooking-themed video games (including mobile, desktop, and web-based versions), in-game virtual items (e.g., virtual ingredients, cooking tools, character skins, recipe unlocks), downloadable content ("DLC"), subscription plans, pre-orders, and any other digital products or services offered by Cooking Journey Studio.
Authorized Purchase: A purchase of a Game Offering made by you or a person with your explicit permission, using a valid payment method, and in compliance with this Policy and our Terms of Service.
Unauthorized Purchase: A purchase of a Game Offering made without your knowledge or permission, including but not limited to purchases made by a minor without parental/guardian consent, or purchases resulting from stolen payment information or account compromise.
Defective Game Offering: A Game Offering that fails to function as advertised, including but not limited to persistent crashes, inability to launch, critical gameplay errors that prevent progression in cooking challenges, or missing features promised on the purchase page—issues that cannot be resolved through updates, patches, or troubleshooting.

2. Refund Eligibility: Core Rules

Refund eligibility for Game Offerings is determined by the type of offering, the circumstances of the purchase, and compliance with applicable U.S. law. Unlike traditional game refund policies, our rules are tailored to the unique nature of cooking-themed games—prioritizing fairness for users while accounting for the consumable and progression-based nature of in-game content[1]. All refund requests are evaluated individually, and we reserve the right to approve or deny requests based on the evidence provided and the terms of this Policy.

2.1 Pre-Orders of Cooking Journey Games

Pre-orders for upcoming Cooking Journey games are eligible for a full refund at any time before the game’s official release date. After the game is released, pre-order refunds are subject to the same rules as full game purchases (see Section 2.2). If a pre-ordered game is delayed by more than 30 calendar days beyond the advertised release date, you may request a full refund at any time, even after the game is released. This aligns with FTC guidelines prohibiting unfair practices related to pre-ordered digital products[5]. Pre-order refunds will include any additional pre-order bonuses purchased, provided the bonuses have not been accessed or used.

2.2 Full Cooking Game Purchases (Digital)

Digital purchases of full Cooking Journey games are eligible for a full refund if: (a) the refund request is submitted within 7 calendar days of the purchase date; (b) you have not completed more than 3 cooking levels or accumulated more than 1 hour of total playtime; (c) the game is not defective (defective games are addressed in Section 2.5); and (d) you have not modified the game files or violated our Terms of Service. For users in California, pursuant to California’s Unfair Competition Law, if this Policy was not prominently displayed during the purchase process, you may be entitled to a refund within 30 days of purchase, regardless of playtime or level completion. For users in other states, we may grant exceptions for good-faith requests related to unforeseen technical incompatibilities with your device.

2.3 In-Game Virtual Items and DLC (Cooking-Themed)

In-game virtual items (including virtual ingredients, cooking utensils, recipe packs, and character customizations) and DLC (such as new cooking locations, game modes, or character expansions) are generally non-refundable, as these items are consumed or permanently unlocked upon purchase[4]. Refunds will only be granted in the following narrow circumstances: (a) the item or DLC was not delivered to your account within 12 hours of purchase, and the delay is caused by our technical error (not your internet connection, device failure, or failure to meet game requirements); (b) the item or DLC is materially different from its description (e.g., a promised "premium recipe pack" contains only basic recipes, or a cooking tool does not provide the advertised gameplay benefit); (c) the purchase was unauthorized (see Section 2.6); or (d) the item becomes unusable due to a permanent shutdown of the game or removal of the feature associated with the item. Consistent with FTC guidance from recent industry settlements, we do not impose unfair barriers to refund requests for accidental purchases of virtual items[5].

2.4 Subscription Plans (Cooking Pass/Pro Membership)

Cooking Journey offers subscription plans (e.g., Cooking Pass, Pro Membership) that provide exclusive in-game benefits (unlimited virtual ingredients, ad-free gameplay, premium recipes). For these subscriptions: (a) You may cancel your subscription at any time by contacting our customer support team; cancellation takes effect immediately, and no further charges will be applied to future billing cycles. (b) No refunds are provided for partial billing cycles, except if the subscription service is unavailable for more than 48 consecutive hours due to our technical error (scheduled maintenance, force majeure, or user error are excluded). (c) If you cancel your subscription within 24 hours of the initial purchase and have not used any subscription benefits (e.g., accessed premium recipes, used ad-free gameplay), you may request a full refund of the first billing cycle. (d) Annual subscriptions canceled within 14 days of purchase are eligible for a pro-rated refund minus a 5% administrative fee; no refunds are granted for annual subscriptions canceled after 14 days. Free trial subscriptions that auto-convert to paid subscriptions will not be refunded if you fail to cancel before the trial ends.

2.5 Defective Game Offerings

If a Game Offering is defective (as defined in Section 1), you may request a full refund within 45 calendar days of purchase, provided that: (a) you have contacted our customer support to report the defect and followed our troubleshooting guidelines (e.g., installing updates, verifying device compatibility); (b) you provide evidence of the defect (e.g., screenshots of error messages, video footage of gameplay issues, or a detailed description of how the game fails to function as advertised); and (c) the defect is not caused by your device, software, or internet connection. For defective Game Offerings, we may offer a replacement (e.g., a different DLC pack, extended subscription) instead of a refund, but you may choose to accept or decline this offer. If a defect is not resolved within 7 days of your report, you will automatically be eligible for a full refund.

2.6 Unauthorized Purchases

Cooking Journey Studio will issue a full refund for any Unauthorized Purchase, in compliance with FTC regulations governing unauthorized charges and minor-initiated purchases[5]. To qualify for an unauthorized purchase refund: (a) you must notify us of the Unauthorized Purchase within 30 calendar days of the purchase date; (b) you must provide evidence that the purchase was unauthorized (e.g., proof that the purchase was made by a minor, a fraud report filed with your payment provider, or evidence of account compromise); (c) you must take reasonable steps to secure your Cooking Journey account (e.g., changing your password, removing saved payment information, enabling two-factor authentication) after discovering the Unauthorized Purchase. We will not suspend or terminate your account solely for reporting an Unauthorized Purchase, and we will conduct a prompt investigation (no longer than 5 business days) of all such claims[5].

2.7 Non-Eligible Refund Scenarios

The following requests are not eligible for any refund, in compliance with U.S. federal and state law: (a) Game Offerings clearly marked as "Non-Refundable" or "Final Sale" at the time of purchase (provided such marking is conspicuous); (b) Game Offerings used in violation of our Terms of Service (e.g., cheating, hacking, or sharing accounts); (c) Refund requests submitted after the applicable timeframes outlined in Sections 2.1-2.6; (d) Playtime, level completion, or usage exceeding the limits specified in Sections 2.2 and 2.4; (e) Purchases made through third-party platforms (e.g., Apple App Store, Google Play, Steam)—these purchases are governed by the third party’s refund policy, and we will cooperate with third parties to process requests where required by law; (f) Virtual items or DLC that have been used, consumed, or transferred; (g) Game Offerings purchased as part of a bundle, unless the entire bundle is returned (partial bundle refunds are not available); (h) User error (e.g., purchasing the wrong game, duplicate purchases, or device incompatibility that was clearly disclosed prior to purchase); (i) Fraudulent refund requests (e.g., requesting a refund after fully using the Game Offering, submitting false evidence, or making duplicate requests for the same purchase).

3. Refund Request Process: Step-by-Step

To ensure your refund request is processed efficiently and fairly, please follow the step-by-step process below. Failure to comply with these steps may result in delays or denial of your request.

3.1 How to Submit a Refund Request

All refund requests must be submitted exclusively via email to our customer support team at: cooking.games.feedback@gmail.com. Requests submitted through any other channel (e.g., social media, forums, or in-game chat) will not be processed. When submitting your request, please include the following information (in English) to facilitate prompt review:

Your full legal name;
The email address associated with your Cooking Journey Studio account;
The exact purchase date (month/day/year);
The order number or transaction ID (if available, found in your purchase confirmation email);
The name and type of the Game Offering (e.g., "Cooking Adventure Deluxe" full game, "Premium Recipe Pack" DLC, "Cooking Pass Monthly Subscription");
A detailed explanation of the reason for your refund request, including any relevant evidence (e.g., screenshots, video footage, or fraud documentation);
Your preferred refund method (original payment method or Cooking Journey Studio store credit).

3.2 Review and Decision Timeline

Our customer support team will review your refund request within 2 business days of submission. You will receive an email notification (to the address associated with your Cooking Journey account) informing you of our decision (approval or denial) within 3 business days of submission. If additional information is needed to process your request, we will contact you within 1 business day. For complex cases (e.g., unauthorized purchases involving minors, defective games requiring technical verification), the review process may take up to 5 business days, and we will notify you of any delays.

3.3 Refund Processing and Delivery

If your refund is approved, we will process the refund within 2-4 business days. The timing of the refund appearing in your account depends on your payment provider:

Credit/debit card refunds: Typically post within 3-5 business days;
PayPal refunds: Typically post within 24-48 hours;
Store credit refunds: Applied immediately to your Cooking Journey account, with a confirmation email sent to you.

Refunds will be issued in the same currency as the original purchase. If the original payment method is no longer valid, we will issue a refund via store credit unless you provide an alternative valid payment method.

3.4 Store Credit Terms

Cooking Journey Studio store credit is non-transferable, non-exchangeable for cash, and does not expire—compliant with all U.S. state laws that prohibit the expiration of consumer store credit. Store credit can be used to purchase any Game Offering from our official channels and does not have any usage restrictions (e.g., no minimum purchase amount). Unused store credit will remain in your account indefinitely, even if you do not use our Game Offerings for an extended period.

4. Additional Terms and Compliance

4.1 Account Security and Fraud Prevention

We reserve the right to temporarily suspend access to your Cooking Journey account during the investigation of an Unauthorized Purchase or fraudulent refund request, solely to prevent further unauthorized activity. You will be notified via email of any such suspension, and access will be restored immediately upon completion of the investigation if no fraud or misuse is confirmed. We may also request additional verification (e.g., government-issued ID) to confirm your identity for high-value refund requests.

4.2 Fraudulent Refund Claims

If we determine that a refund request is fraudulent (e.g., false claims of unauthorized purchases, submitting falsified evidence, or requesting a refund after fully using the Game Offering), we reserve the right to deny the request, suspend or terminate your account, and pursue legal action against you for any damages incurred (including but not limited to the cost of the Game Offering, investigation fees, and attorney’s fees). Fraudulent activity may also be reported to relevant U.S. authorities, in compliance with federal and state law[5].

4.3 Policy Updates

We may update or revise this Policy from time to time to comply with changes in U.S. federal or state law, FTC regulations, or our business practices (e.g., adding new types of Game Offerings). Any updates will be posted on our official website and will take effect 20 calendar days after posting, unless a shorter timeframe is required by applicable law. You will be notified of material changes via email to the address associated with your Cooking Journey account. Continued use of our Game Offerings after the effective date of the updated Policy constitutes your acceptance of the revised terms.

4.4 Compliance with U.S. Law

This Policy is designed to comply with all applicable U.S. federal and state laws, including but not limited to: (a) The Federal Trade Commission Act (15 U.S.C. § 41 et seq.), which prohibits unfair or deceptive trade practices; (b) State consumer protection statutes (e.g., California Civil Code § 17200 et seq., New York General Business Law § 349 et seq.); (c) Laws governing unauthorized charges and minor purchases; (d) Regulations related to digital product refunds and pre-order protections[5]. If any provision of this Policy is found to be invalid or unenforceable under applicable law, the remaining provisions will remain in full force and effect.

4.5 Parental Guidance for Minors

Parents or guardians are responsible for monitoring their minor children’s purchases of Game Offerings from Cooking Journey Studio. If a minor makes an Unauthorized Purchase, parents or guardians may request a refund in accordance with Section 2.6, provided they can verify their parental/guardian status (e.g., proof of guardianship, government-issued ID). We encourage parents and guardians to use parental control tools (available on most devices and payment platforms) to restrict minor access to purchasing features and to secure their payment information to prevent unintended charges[5].

4.6 Dispute Resolution

Any disputes arising out of or related to this Policy or a refund request shall first be resolved through good-faith communication between you and our customer support team. If the dispute cannot be resolved through communication, either party may pursue remedies available under applicable U.S. law, including mediation or litigation in the state where you reside.

5. Contact Information

For questions, concerns, or to submit a refund request, please contact Cooking Journey Studio’s customer support team exclusively via email:

Customer Support Email: cooking.games.feedback@gmail.com

Our support team responds to all inquiries within 1-2 business days and will assist you with the refund process or any other related matters.

By purchasing any Game Offering from Cooking Journey Studio, you acknowledge and agree to all the terms and conditions set forth in this Policy, as well as all applicable U.S. federal and state laws governing refunds and consumer protections.

Cooking Journey Studio

Customer Support Email: cooking.games.feedback@gmail.com