This policy explains when you can get a refund for an EcoQuest purchase and what happens to your unlocked zones afterwards. It applies to purchases made through Paddle, our merchant of record.
In short
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EcoQuest sells zone expeditions as one-time purchases, not subscriptions. There is nothing to cancel and no recurring charge.
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You can request a refund within 14 days of your purchase.
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If a refund is approved, the expeditions unlocked by that purchase are removed from your account. Packs you unlocked in other purchases are not affected.
The 14-day refund window
If you change your mind, email support@ecoquest.app within 14 days of your purchase and we'll refund it. You don't need a reason. This voluntary 14-day refund is offered in addition to your rights under the Australian Consumer Law and other applicable consumer laws — it does not replace or limit them.
We may decline a refund request outside the 14-day window, or where we reasonably believe the request is fraudulent or abusive (for example, repeated buy-then-refund cycles to play expeditions for free). This does not limit your rights under consumer law — see below.
What happens to your zones after a refund
EcoQuest purchases are priced by how many expeditions you own, so refunds are handled at the level of a whole purchase, not individual zones:
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When a refund is approved, we remove the expeditions that that specific purchase unlocked. Those zones lock again.
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Expeditions unlocked by a different purchase stay unlocked.
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We do not partially refund or partially revoke a single purchase — a purchase is refunded and its expeditions revoked as a unit.
Example: you buy one expedition (US$4.99), then later complete the collection with a second purchase. If you refund only the first purchase, that first expedition locks again; the expeditions from the later purchase stay. If you refund the later purchase, those expedition(s) lock and the first expedition stays.
Your account, progress, and free zones are never affected by a refund.
How to request a refund
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Email support@ecoquest.app from the address on your EcoQuest account.
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Include your Paddle order or receipt number (it's in Paddle's confirmation email).
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We'll confirm and process the refund through Paddle.
Refunds are issued to your original payment method. Once processed by Paddle, the money typically takes a few business days to appear, depending on your bank or card provider.
You can also request a refund directly from Paddle using the link in your receipt; approved Paddle refunds are reflected in your account automatically.
Your consumer rights
Nothing in this policy limits any rights you have under the Australian Consumer Law or the consumer-protection laws of the country where you live. Our goods come with guarantees that cannot be excluded under those laws. Where a purchase fails to meet a consumer guarantee — for example, if an expedition you paid for doesn't work — you may be entitled to a remedy regardless of the 14-day window above.
Questions
Email support@ecoquest.app and we'll help.