Refunds

Money back, plainly

Last updated October 9, 2026

If you ask within 14 days of buying, we refund you in full. You don't have to say why. Write to support@alibitown.com with the email address you paid with.

What can be refunded

• Any paid season, bought alone or together with others, within 14 days of the purchase.
• A season bought as a gift, on the same terms. Either the buyer or the person it was given to can ask; the money goes back to whoever paid.
• Seasons bought together at a together price are refunded together, as one purchase.

After 14 days we don't promise a refund, but if something isn't working, write anyway: we would rather fix it or refund you than leave you with something broken.

How to ask

1. Email support@alibitown.com from, or naming, the address you used at the checkout. That address is how we find the payment; we do not otherwise hold it.
2. If you can, include your key or the date you bought. It makes it quicker.

We make the refund through Stripe to the card or method you paid with. It usually shows within 5 to 10 business days, depending on your bank. We don't promise how quickly we will reply, but refunds are the first thing we deal with.

What happens to your key and your town

• The seasons that purchase unlocked are taken off your key. The next time you open the game it tells you which season is locked again.
• Anything else on the key keeps working. If nothing is left on it, the key stops opening anything.
• Your town is not touched. Every case you closed, in any season, stays on your map in your browser. The copy saved on our server with your key is another matter: if the refund leaves the key opening nothing, that copy is deleted at the same moment, because nobody could open it any more. If the key still opens another season, the saved copy stays.
• Cases you wrote yourself stay in your town, but writing new ones needs a key that opens a paid season.

Your legal rights

Nothing here takes away a right your own law gives you. In the UK and the EU you have a 14-day right to cancel a purchase of digital content, and rights if digital content is faulty or not as described; our 14 days applies whether or not you have started the season, so you don't lose it by playing. See UK and EU.

Payment is taken by Stripe, which is the seller of record and handles the tax. If you think a charge is wrong, please write to us before disputing it with your bank: we can usually put it right the same day, and a dispute takes weeks.