Refund Policy

LAST UPDATED SEPTEMBER 26, 2026

Hollow Woods is free to play. If you buy an optional item and something goes wrong, we want to make it right. This policy applies to all purchases made through the Game's Store, which are processed by Lemon Squeezy, our merchant of record.

You can get a full refund within 14 days of purchase if

• your license key didn't arrive, or it doesn't work and we can't fix the problem;
• you were charged more than once for the same order;
• you bought an item by mistake and haven't redeemed the key yet; or
• an item you bought is missing from the Game after a technical problem we can't resolve.

When refunds aren't usually given

Crystal packs that have already been redeemed, and items you have used, are generally not refundable, because they were delivered and consumed in the Game. Change-of-mind requests after redeeming are also not usually refunded. We still look at every request individually, and this doesn't affect any rights you have under the consumer law where you live.

For customers in the EU and UK

Our items are digital content delivered immediately. By redeeming your license key, you ask for the content to be supplied right away and acknowledge that you lose your 14-day right of withdrawal once it has been supplied. If you haven't redeemed the key, you can still cancel within 14 days for a full refund.

How to ask for a refund

1. Email support@hollowwoodsgame.com with your order number (on your receipt), the email you used at checkout, and the reason for the request.
2. We'll reply within 2 business days.
3. Approved refunds are issued through Lemon Squeezy to your original payment method. Your bank usually shows the refund within 5–10 business days.

You can also find your orders and receipts at app.lemonsqueezy.com/my-orders.

When an order is refunded, its license key is deactivated and the items it unlocked may be removed from the Game.

Chargebacks

Please contact us before disputing a charge with your bank. We can usually solve the problem faster. Keys from charged-back orders are deactivated.