Refund policy

Last updated October 9, 2026

If a purchase didn't arrive, was a mistake, or doesn't work, we'll make it right. Email support@hatchnight.com with the email address you used at checkout and, if you have it, your Stripe receipt.

We'll refund

• Items that didn't arrive. Most arrive within seconds. If yours hasn't after an hour, write to us and we'll deliver it or refund you.
• Accidental and duplicate purchases reported within 14 days.
• Purchases a child made without permission, reported by a parent within 30 days.
• Items that don't work as described. Your legal rights for faulty digital content always apply.

When we refund, we remove the item. For Pen Plus, beasts in the extra plots move to the rest of your pen or storage. Coins from a refunded Founder's Pack are taken back, as far as you still have them.

UK and EU: the 14-day cancellation right

Normally you can cancel an online purchase within 14 days. For digital items delivered straight away, that right ends once the item is delivered, but only if you agreed to that before paying. Hatchnight asks you to tick a box agreeing to immediate delivery before checkout, and we record when you agreed. Your rights for faulty or not-as-described items aren't affected.

Moon Pass

A Moon Pass is for one season. If you ask within 14 days and haven't claimed any Moon Pass rewards yet, we'll refund it. After that, refunds are at our discretion.

Chargebacks

Please contact us before disputing a charge with your bank; it's faster. If a charge is disputed, we may remove the item and pause the player while the dispute is open.

Link support

Purchases are sold through Link, Stripe's merchant of record service, so you can also ask Link support about a payment or refund; they may refund within 60 days in some cases. Your receipt comes from Link, and your statement shows LINK.COM*.

How long it takes

We reply within 3 business days. Refunds go back to your original payment method through Stripe and usually show up within 5 to 10 business days.