Quick summary
14-day refund window. No questions asked for unauthorized child purchases. If you're a parent and your child made a purchase without your knowledge, we'll refund it. For all other purchases, refunds are available within 14 days of the transaction.
How refunds work
STEM Quest sells digital items (character skins, gear, coin packs) through our merchant of record, Paddle.com Market Limited ("Paddle"). When you make a purchase, Paddle handles payment processing, tax compliance, and refund disbursement on our behalf.
This policy describes when refunds are available and how to request one.
Refund eligibility
1. Unauthorized child purchases — always refunded
STEM Quest is built for kids. We require a parent PIN to authorize any in-app purchase, but PINs can sometimes be guessed or shared. If your child made a purchase without your knowledge or consent, contact us and we will refund the purchase in full. No proof required.
2. Standard 14-day window
For purchases made by an adult or by an authorized child, you may request a refund within 14 days of the original transaction date. After 14 days, refunds are at our discretion.
3. Technical issues
If you experienced a technical issue that prevented you from receiving or using a purchased item (e.g., coins did not appear in your account, a gear item is broken or missing), we will either re-deliver the item or issue a full refund. Contact us as soon as you notice the issue.
4. Accidental duplicate purchases
If you accidentally purchased the same Bundle twice, contact us and we will refund the duplicate purchase.
5. App or feature discontinuation
If we discontinue STEM Quest or remove a feature that materially affected the value of a recent purchase (within the last 30 days), we will issue a refund proportional to the impact.
When refunds may not be available
Refunds may be denied or partial in the following cases:
- Buyer's remorse after 14 days: if you have owned the Bundle for more than 14 days, used it heavily in gameplay, and now want a refund without any technical issue or other reason
- Items used in gameplay: if a coin pack was purchased and the coins have already been spent on other items, we may issue a partial refund or none
- Multiple refunds for the same user: repeated refund requests from the same account, especially within short timeframes, may be denied as a fraud-prevention measure
- Chargebacks initiated without contacting us first: if you file a chargeback or dispute with your bank or card company without contacting us, we may dispute the chargeback and the account may be suspended
How to request a refund
The fastest path: email us directly. Most refunds are processed within 1-2 business days.
To request a refund:
- Email stemquest@valosinmedia.com with subject line "Refund Request"
- Include the email address associated with the STEM Quest account, the approximate purchase date, the Bundle name (e.g., "Inferno Guard", "Master of Elements", "Volcanic Core"), and a brief reason
- We respond within 1-2 business days with confirmation or a question
- Approved refunds are processed by Paddle and typically appear on your statement within 5-10 business days
You may also request a refund directly through Paddle by replying to your original purchase receipt email. Both paths reach us.
Effect of a refund
When a refund is issued:
- The purchased Bundle and any items granted by it are removed from your account
- If coins or items from the refunded Bundle were spent on other purchases, those secondary purchases may also be affected
- Your account otherwise remains active and other items, progress, and earned coins are unaffected
Chargebacks and disputes
If you have a billing concern, please contact us first — almost every dispute can be resolved faster and more fairly through direct conversation than through a bank chargeback.
If you initiate a chargeback without contacting us, we may dispute the chargeback with evidence of the transaction, your account may be suspended pending resolution, and future purchases from the same account or payment method may be blocked.
Changes to this policy
We may update this Refund Policy from time to time. Material changes will be posted at this URL with an updated effective date. Continued use of the app after changes constitutes acceptance.
Questions?
For anything refund-related — or anything we can do to make a bad experience better:
Email: stemquest@valosinmedia.com
We respond to refund inquiries within 1-2 business days.