Refund Policy

Last updated: August 7, 2026

We want you to feel confident ordering from LorePixel, so this policy explains, as plainly as we can, how refunds and cancellations work. Because every game we make is handcrafted for one specific customer rather than mass-produced, our approach looks a little different from a typical retail return policy - but our goal is the same as it's always been: to be fair, and to make things right when something goes wrong. Questions at any point? Email hello@lorepixel.com.

1. Overview

Every LorePixel game is individually handcrafted using the photos and story details you submit - it's built specifically for you, not pulled from a shelf of pre-made products. Because of that, our refund policy is shaped around custom, made-to-order work rather than around mass-produced goods, and the sections below explain what that means in practice at each stage of your order.

2. Before production begins

If you change your mind before meaningful production work has started on your game, you may request a cancellation by emailing hello@lorepixel.com with your order number. If your request is approved, we'll generally issue a full refund to your original payment method. Whether production has meaningfully begun on a given order is determined based on our internal production records, so we can't guarantee that every cancellation request submitted after checkout will qualify for this stage of the policy - if production has already started, the next section applies instead.

3. After production begins

Once meaningful production work has started, orders generally become non-refundable, since that work is being performed specifically for you and can't be resold or repurposed. That said, customer satisfaction genuinely matters to us, and depending on the situation, we may - at our discretion - offer a reasonable revision, a partial refund, a service credit, or another solution that fits the circumstances. We evaluate these situations case by case, so we're not able to promise a specific outcome in advance.

4. Revision policy

Each package includes the number of revision rounds shown at checkout. Revision requests are intended to refine the project you originally submitted - things like adjusting a scene, a line of dialogue, or a detail from your story. A request for a substantially new storyline, setting, or overall redesign goes beyond a typical revision and may require additional work or a new order, which we'll discuss with you before moving forward.

5. Delivery delays

Any delivery estimate we share is just that - an estimate, not a fixed date. Delays can occasionally happen due to factors like current order volume, technical issues, holidays, how quickly a customer responds to a question we need answered, or other unforeseen circumstances. On their own, delays like these don't automatically qualify an order for a refund. We'll make reasonable efforts to keep you updated if your order's timeline shifts.

6. Launch date requests

During checkout, you can choose a preferred launch date for your game. We'll make reasonable efforts to have your game ready by that date, but preferred launch dates can't always be guaranteed - production timing depends on a number of factors, some outside our control. Missing a preferred launch date, on its own, does not automatically entitle you to a refund; if this happens, reach out and we'll talk through the best path forward for your order.

7. Hosting period

Once finished, your game is hosted privately at a unique link for the advertised hosting period - currently 7 days from launch, unless we've stated otherwise for your order. If you're not able to access or enjoy your game during that window, that alone does not automatically qualify the order for a refund, though we're always happy to hear from you if something prevented you from accessing it. Hosting extensions may be available separately - contact us before your hosting period ends if you'd like to arrange one.

8. Customer responsibilities

To help us deliver the best possible game on a reasonable timeline, we ask that you provide accurate information, a working email address, usable photos, and enough story detail for our team to work with. Delays caused by incomplete, incorrect, or hard-to-use information you've provided may affect your production timeline, and are generally treated differently from delays caused on our end.

9. Payment issues

If you believe you were charged incorrectly, email us at hello@lorepixel.com and we'll look into it. Approved refunds are returned through your original payment method via Stripe. Once a refund is issued on our end, the time it takes to actually appear in your account depends on your bank or payment provider, which is outside of our control.

10. Fraud prevention

We reserve the right to decline a refund, to the extent permitted by applicable law, where there's reasonable evidence of payment fraud, chargeback abuse, intentional misuse of our service, or a violation of our Terms of Service.

11. Chargebacks

If something's wrong with your order, we'd genuinely rather hear from you directly than have you go straight to your bank - most issues can be sorted out quickly through a normal conversation, and filing a chargeback first can slow things down for everyone involved. Please reach out to hello@lorepixel.com before initiating a chargeback so we have a fair chance to help.

12. How to request a refund

Email hello@lorepixel.com with your Order Number and the reason for your request. We generally aim to respond within about two business days, though response times may vary depending on order volume and other factors.

13. Contact

Questions about this policy or a specific order? Email us at hello@lorepixel.com - we're glad to help.