Refunds & cancellations
Effective October 8, 2026
Need help with a payment or a Scratch that is not working? Contact us with your order details.
Request help or a refund
Email us using the contact link below with the checkout email, order or receipt reference, purchase date, and a brief description of the issue. Never include a full card number, security code, or password. We review requests for duplicate charges, failed delivery, and technical problems with paid experiences, and explain the available resolution.
Personal Scratches and Variety Packs
Preview your design and spelling before paying. These purchases create digital experiences rather than shipped goods. If your purchased link or pack does not appear, keep the receipt and contact us before purchasing again. For a refund request, tell us whether the Scratch was created, shared, or used, and which pack items are affected.
Monthly business plans
Use Plans & billing in your merchant studio to open billing management and cancel a subscription. Cancellation prevents the next renewal; it is separate from a refund request. Your billing portal shows the applicable cancellation date and remaining paid period. If you cannot access it, contact support before your next billing date.
One-time campaigns and custom work
A one-time campaign has no automatic renewal and expires 30 days after publication. For custom-design cancellation or a refund request, contact us with your project reference and the work completed so far. The design fee and campaign-access fee are separate purchases.
Processing and consumer rights
We will explain the outcome of your request using your checkout or support email. When a refund is approved, it is sent through the original payment provider; bank processing times vary. This policy does not limit refund, cancellation, or other rights that apply under law.