Purchases, Subscriptions & Refunds

buggs.io is free to play. You never have to pay to play. If you choose to buy something, this page explains what you get, who handles the payment, how to cancel Premium and how refunds work. Our Android app is out on Google Play. Our iPhone, iPad and desktop apps aren't yet, and the rules below for them apply as each one is released. In the game, Settings ▸ About ▸ Purchases & Refunds opens this page.

This page is part of our Terms of Service. "We", "us" and "our" mean POWERUP GAMING LLC, a limited liability company based in TN, United States, which runs buggs.io as buggs.io. Nothing on this page takes away rights you have under consumer protection laws that can't be changed by agreement.

What you can buy

The store in the game shows what's on sale right now. Depending on your platform, your version of the game and the time, that can include:

• Coins, the game's currency, sold in coin bundles of different sizes. You can also earn coins by playing online.
• Packs: items, coins or both, sold together. Each pack lists exactly what's inside.
• Species unlocks: new bugs to play.
• Power-up unlocks: more power-ups to choose for your loadout. Every power-up you can unlock with coins can also be unlocked with online XP. Power-up charges, cooldowns and loadout slots are never sold.
• Skins and trails: change how your bug looks. Seasonal ones are sold only during their season, which the game shows.
• Passes: a premium track on a starter or season pass, with extra rewards you unlock as you play. A season pass ends on the date shown in the game. Rewards you've already claimed stay yours after it ends. The Terms explain season and event rules.
• buggs.io Premium: an auto-renewing subscription. See Premium subscription.
• In-run boosts, such as Start Big, Revive and Boost Cubes, paid for with coins. Each one is limited per run, and they can't be used in ranked games.

You can spend coins on bugs, skins, trails, power-up unlocks, boosts and some features, such as creating a club, at the coin price shown.

How items unlock. Each bug, power-up, skin and trail shows how you can get it. Some are free for everyone. Some unlock with online XP, which you earn by playing online. Some are sold for coins. Some unlock with either, whichever you reach first. Some come only as a reward or in a pack. Device XP stays on the device and unlocks nothing online. Online XP belongs to your account. Once your online XP has unlocked an item, it stays unlocked, even if we later raise the XP it needs.

The store shows each item's contents, price and limits before you buy, and every checkout links to our Terms of Service and Privacy Policy. Limits include "once per player" and an end date. What's for sale can change over time, and some items are only sold on some platforms or in some versions of the game. Your version of the game doesn't show or sell items it doesn't have: update the game to see them. If you bought or were given an item your version can't use, it stays on your account and the game shows it as "Update to use" or "Not available in this version". It can't be equipped in that version.

Ads and No Ads. The game can show short ads between games, and offers optional reward ads you choose to watch (see Advertising). Where the store sells No Ads, or Premium lists it as a benefit, it removes the ads between games on the platforms where they appear. It never removes reward ads, which you watch only if you choose to and which stay available. If a platform shows no ads between games, the store doesn't sell No Ads there.

Where purchases are processed

On the web and desktop, Link, operated by Stripe, is the merchant of record: it sells the purchase to you, charges you, works out and collects any sales tax or VAT, emails your receipt and handles payment questions and disputes. Your card statement shows "LINK.COM*" followed by our name. We deliver the coins, items or Premium you bought. In the apps, Apple or Google sells the purchase to you and bills you, under their terms. Stripe, Apple and Google hold your card and payment details. We never see or store your full card number. We receive what we need to deliver and record your purchase. For web and desktop payments, Stripe also receives your Player ID so we can match the payment to your account. Apple and Google receive an account reference made from your Player ID for the same reason. The Privacy Policy lists exactly what is shared.

In the iPhone, iPad and Android apps, you can only buy through the App Store or Google Play. Their rules decide things like refunds for those purchases. Purchases can't be shared with family members through Apple Family Sharing or similar store features.

Prices, currency and taxes

• The price is shown on the item and again at checkout, before you pay.
• On the web and on desktop, prices are set in US dollars (USD). Checkout may show the price in your local currency, converted by Stripe, and let you pay in it. If you pay in a currency your card doesn't use, your bank may convert the amount and charge a fee. That is between you and your bank.
• In the App Store and Google Play, the store shows the price in your local currency and handles any tax on purchases made through it.
• On the web and on desktop, the total shown at checkout is what you pay. Link, as the seller of record, works out any sales tax, VAT or similar tax for where you live and shows it at checkout before you pay.
• Next to coin prices, the game may show roughly what the coins cost in US dollars, as "≈ $" and an amount. This helps you see what you're spending. It doesn't give coins a cash value.
• Prices can change. A change never affects something you've already paid for. For Premium price changes, see Price and benefit changes.
• If an item is shown at a clearly wrong price because of a mistake, we may cancel the purchase and refund you in full.

Delivery, your account and switching devices

We deliver what you buy as soon as the payment provider confirms the payment, usually within seconds. If you closed the game while paying, the purchase is delivered once the provider confirms it to us, or the next time you open the game. If something still hasn't arrived, see Problems with a purchase.

Your purchases belong to your buggs.io account, not to an email address. There is no email sign-up. Your account is identified by a random Player ID stored on your device, which you can see under Settings ▸ Account ▸ Player ID. This matters:

• On the web, your account lives in your browser's storage. You can lose the account and everything on it if you clear site data for buggs.io, play in a private or incognito window, or lose the device. Don't buy anything in a private window.
• Save a recovery code after you buy something. Open Settings ▸ Account ▸ Recovery code, select Create recovery code, copy the code and keep it somewhere safe outside the game. It brings your account, with its purchases and coins, back on any device, even if you lose this one. The game shows the code only once, and we keep only a scrambled version, so nobody can show it to you again. After a purchase, a dot on the Settings gear reminds you until you've copied a recovery code. See How do I save a recovery code?
• To switch devices or browsers, open Settings ▸ Account ▸ Transfer code on the old device, then enter the code on the new one. A transfer code works once and only for 15 minutes, so make it when you're ready to use it. You can also enter your recovery code on the new device instead. Never enter a code someone else gave you, and never give yours to anyone (see the Community Guidelines).
• Write down your Player ID. If something goes wrong, it helps us find your account and purchases.
• On Android, Settings ▸ Account ▸ Restore purchases brings back items and subscriptions bought with your Google Play account. A purchase restored onto a different buggs.io account can only move again after 7 days. No app store can bring back coins, on Android or on iPhone and iPad: they stay on your buggs.io account, and your recovery code or a transfer code brings that account back, with its coins and items, on any device.
• If the new device already has its own account, the game shows what will happen before you confirm. That account is combined into the one you're moving. Its purchases and items come along, and so do coins it bought and hasn't spent. Coins it earned by playing or got for free don't. If it owes coins from a refund, that debt comes along too. An account can take in another account once every 30 days.

If you lose access to an account with purchases on it, enter your recovery code on another device (Settings ▸ Account ▸ Transfer code ▸ Enter code). If you don't have one, contact us with your Player ID (if you have it) and your receipts. We'll look into it, but we can't promise to recover an account that wasn't kept with a recovery code or moved with a transfer code. If that account had an active web or desktop Premium subscription, we'll cancel it for you and refund the most recent renewal if you couldn't use it. Use the email address you paid with, or send a receipt.

Coins and virtual items

• A license, not property. When you buy or earn coins or items, you get a personal, limited, non-transferable license to use them in buggs.io under our Terms. You don't own them, and they are not money or a stored balance.
• No cash value. You can't exchange coins or items for real money, sell them back to us, or redeem them for anything outside the game. Once spent, they can't be refunded, unless the law requires it.
• No expiry. Coins don't expire. They stay on your account for as long as it exists. If we ever decide to close buggs.io, we'll give at least 30 days' notice, as our Terms explain.
• No transfers or trading. You can't sell, give, trade or transfer coins, items or accounts to anyone else, in or outside the game. The only ways to move them are the game's own features: a transfer code or a recovery code, which moves your own account between your own devices and can combine it with another of your accounts, and Restore purchases in the Android app, which moves Google Play purchases (not coins) to the account on that device. See Delivery, your account and switching devices. Buying coins, items or accounts from anyone other than us or the official app stores breaks our Terms, and we may remove anything obtained that way.
• Corrections. If coins or items are added to your account by mistake, for example because of a bug, we may correct your balance. If you lose something you paid for because of our mistake, we'll restore it or refund you.
• In-run boosts. Coins you spend on a boost are used up when you use it, whatever happens in the run. If a boost you paid for couldn't be used because of a technical problem, the coins normally come back automatically. This can take up to about three days. In offline games, coins spent on Start Big and Revive are final. If a Boost Cube you paid for in an offline game couldn't start, the game refunds it automatically, a few times a day at most.
• Deleting your account permanently removes the coins and items on it. We can't bring them back or refund them afterwards, unless the law requires it. Use them or move the account first. See Delete Your Account & Data Requests.

No paid random items

Nothing you can buy in buggs.io is random. There are no loot boxes, no gacha and no paid "mystery" rewards. Every bundle, pack and offer shows exactly what you'll get before you pay. That includes bundles with playful names, such as a "chest" of coins.

Boost Cubes appear at random places in the arena, but you always see what a cube will do before you pay coins to use it. Because nothing paid is random, there are no odds to disclose.

Limited-time offers and countdowns

• Some offers are only available for a limited time or a limited number of times. The offer shows its end time or its limit.
• Countdowns are real. They count down to the end time set on our server, and they don't restart. When the countdown ends, the offer ends.
• If an offer says it's a better deal, for example "more coins", it is compared with a real price we actually charge.
• We may run the same or a similar offer again in the future.

Premium subscription

buggs.io Premium is an optional subscription. Its price, billing period and benefits are shown on the Premium card in the game and again at checkout, before you subscribe. buggs.io stays free to play without it.

Automatic renewal: please read before you subscribe

• Premium renews automatically at the end of each billing period, until you cancel. Each renewal costs the price shown when you subscribed, or a new price we told you about in advance (see Price and benefit changes).
• You're charged when you confirm the purchase. The charge goes to your Apple ID, your Google account, or the card you entered at Stripe checkout.
• Confirmation. After you subscribe on the web or desktop, we email a confirmation to the address you gave at checkout. It shows the price, the billing period, that Premium renews automatically until you cancel, and how to cancel. Apple and Google send their own confirmations for store subscriptions.
• Each renewal is charged automatically. On the App Store, the renewal is charged within the 24 hours before the current period ends. Google Play may also charge it up to 24 hours before the period ends. On the web and on desktop, it is charged when the new period starts.
• To avoid the next charge on the App Store or Google Play, cancel at least 24 hours before the current period ends. On the web and on desktop, cancel any time before the renewal date.
• There is no minimum term. You can cancel any time, and cancelling stops all future renewals.
• If we offer a free trial or a discounted introductory price, its length and the full price after it are shown before you start. When it ends, Premium renews at the full price unless you cancel: on the App Store or Google Play at least 24 hours before it ends, on the web or desktop any time before it ends. For web and desktop subscriptions, if a trial or introductory period lasts longer than 31 days, we'll email you a reminder 3 to 21 days before it ends. If you buy a subscription during a free trial, any unused part of the trial ends.

How to cancel

Web or desktop (Stripe)

In the game, open Settings ▸ Account ▸ Manage subscription. This opens Stripe's secure billing portal, where you can cancel. If you can't get into the game any more, for example because you cleared your browser data or deleted your account, you can still cancel online. Open Stripe's billing portal and sign in with the email address you used at checkout. You can also manage the subscription at link.com with that email address, since it was sold through Link. Or send us this cancellation email from that address (if you can't send from it, send your receipt instead). You don't need to add anything. We'll cancel and confirm by email. If a renewal is charged after your email reaches us, we refund it.

iPhone or iPad (App Store)

Open the Settings app, tap your name, then Subscriptions. Choose buggs.io and tap Cancel Subscription. Settings ▸ Account ▸ Manage subscription in the game takes you to the same place. Only Apple can cancel App Store subscriptions, so we can't do it for you.

Android (Google Play)

Open the Google Play Store app, tap your profile picture, then Payments & subscriptions ▸ Subscriptions. Choose buggs.io and tap Cancel subscription. You can also cancel at play.google.com/store/account/subscriptions.

You always manage and cancel a subscription on the platform where you bought it, even if you now play somewhere else. Uninstalling the app, clearing your browser data or deleting your account does not cancel Premium.

After you cancel

Premium stays on until the end of the period you've already paid for, then ends, and you won't be charged again. We don't give partial refunds for the rest of a period after you cancel. The exceptions are where the law requires one (see EU and UK right of withdrawal) and the cases under Refunds. Coins and items already added to your account stay yours. Benefits that need an active subscription stop when it ends. Coins that Premium set aside for you but you haven't collected yet stay saved, and you can collect them if you subscribe again.

If a payment fails

If a renewal payment fails, the platform may try again over the following days, and Premium may stay on while it does. If the payment can't be collected, Premium ends.

Price and benefit changes

• If we raise the price of Premium, we'll tell you before the new price applies to you. The notice gives the new price, when it starts and how to cancel. A new price never applies to a period you've already paid for.
• For web and desktop subscriptions, we email these notices to the address you gave Stripe at checkout, between 7 and 30 days before the change takes effect. Where the law requires it, for example in some US states, we'll also send other reminders, such as a yearly reminder of the price and how to cancel.
• For App Store and Google Play subscriptions, Apple or Google also notify you. Where their rules require it, they ask you to accept the new price. If you don't accept it, the subscription ends at the end of the current period.
• Premium's benefits can change over time for a valid reason, for example to keep the game fair, fix an exploit or follow the law. If a change significantly reduces them, we'll tell you in advance and explain how to cancel before your next renewal. If you live in the EU or UK and a change affects your use of Premium more than slightly, you can also end the subscription free of charge within 30 days of the change or our notice, whichever is later, and we'll refund the unused part of the current period. For App Store subscriptions, Apple handles that refund.
• If we ever stop offering Premium, we'll tell subscribers at least 30 days in advance and stop the renewals. Premium stays on until the end of the period you've paid for. If we can't provide it until then, we'll refund the unused part of a web or desktop subscription.

Deleting your account doesn't cancel Premium

Deleting your buggs.io account does not cancel Premium or stop billing. Cancel your subscription first, as described above. The game reminds you before you delete. If you've already deleted your account and are still being charged on the web or desktop, email us from the address you used at checkout, or send a receipt. We'll cancel the subscription and refund any renewal charged after you deleted your account. For App Store or Google Play subscriptions, cancel in the store and ask Apple or Google for a refund. We keep records of past payments after deletion, for up to 7 years, for tax, accounting, fraud-prevention and legal reasons. See the Privacy Policy.

Refunds

How you get a refund depends on where you paid.

App Store (iPhone and iPad)

Apple handles all payments and refunds for App Store purchases, and we can't refund them ourselves. To ask for a refund, go to reportaproblem.apple.com, sign in with your Apple ID and choose the purchase. Apple decides under its own policies.

Google Play (Android)

Google Play purchases follow Google's refund policies. For a short time after a purchase, you can usually ask Google directly (see Google Play's refund help). After that, or if Google can't help, email us at support@buggs.io with your Google Play order number (it starts with "GPA.") and we'll review your request.

Web and desktop (Link)

If something went wrong with a web or desktop purchase, email us at support@buggs.io within 14 days of the purchase. For example:

• you bought something by accident, or bought the same thing twice;
• someone used your card or your account without your permission;
• what you paid for never arrived or doesn't work.

Include your Player ID, plus your receipt or the email address you used at checkout. We look at each request individually and tell you the outcome. An approved refund goes back to the original payment method. It usually takes 5 to 10 business days to appear, depending on your bank. If you ask after 14 days, you keep any right the law gives you.

Because these purchases are sold through Link, you can also ask Link's support for help with a payment or a refund (support.link.com). Link may refund a purchase within 60 days in some cases. However a purchase is refunded, by us or by Link, what it gave you is taken back, as described below.

What a refund does

• A refund takes back what the purchase gave you. Its items are removed, even if they've since moved to another of your accounts, and its coins come off your balance. If you've already spent them, see negative balances.
• If a pass purchase is refunded, its premium track locks again, but rewards you've already claimed stay.
• If Apple or Google refunds a Premium payment, Premium ends. If we refund a web or desktop Premium payment, we also cancel the subscription, so Premium ends and doesn't renew.
• We generally don't refund coins you've already spent, items you've used, or boosts used in a run. Exceptions are where the law requires a refund or the purchase wasn't authorized.
• If you were charged for something you already owned, contact us and we'll refund it. For App Store purchases, ask Apple.

EU and UK right of withdrawal

If you live in the European Union, the European Economic Area or the United Kingdom, you usually have 14 days to withdraw from an online purchase without giving a reason. Digital content and services have special rules:

• Coins, items, packs and passes are digital content that we deliver straight away. On the web and desktop, the checkout screen shows this above the Pay button: "Delivered right away. By paying you agree to the Terms and to immediate delivery, so the EU/UK 14-day right to cancel no longer applies." By paying, you expressly agree that delivery starts immediately and acknowledge that you lose your right of withdrawal once it does. The 14-day right then ends when the content is delivered.
• This only applies if we also confirm that agreement and acknowledgement to you after the purchase, for example in your receipt. If we didn't, you keep the 14-day right.
• If you weren't shown that statement before paying, you keep the 14-day right. You can withdraw within 14 days of the purchase and get a full refund, and we remove the coins or items when we refund.
• Premium is a service supplied over time. If you withdraw within 14 days of first subscribing, we refund your payment. Where the law allows, we deduct a fair amount for the time you already had Premium.
• App Store and Google Play purchases: Apple and Google handle withdrawal for purchases made through them, under their own terms. Use their refund processes described under Refunds.

To withdraw from a web or desktop purchase, send us a clear statement before the 14 days end, by email to support@buggs.io or by post to POWERUP GAMING LLC (buggs.io), 311 Chimney Rdg, Nolensville TN, 37135. You can use this model form, but you don't have to:

To POWERUP GAMING LLC (buggs.io), 311 Chimney Rdg, Nolensville TN, 37135, support@buggs.io: I hereby give notice that I withdraw from my contract for the supply of the following digital content or service: [item]. Ordered on [date]. Name: [your name]. Address: [your address]. Player ID: [your Player ID]. Signature: [only if you send this form on paper]. Date: [today's date].

Please include your Player ID, plus your receipt or the email address you used at checkout. We'll confirm that we received your request and refund you within 14 days, to the same payment method. This doesn't affect your other legal rights, for example if digital content doesn't work as described.

Chargebacks, reversals and negative balances

If you think you've been charged wrongly, please contact us first. We can usually fix it faster than your bank.

• If you dispute a charge with your bank or card company (a "chargeback"), we treat it like a refund and take back what the purchase gave you. If it was a Premium payment on the web or desktop, we also cancel the subscription. The same applies when Stripe, Apple or Google reverses or refunds a payment.
• To respond to a dispute, we may give the payment provider information about the purchase, such as proof that it was delivered.
• Negative balance. If a refunded purchase's coins were already spent, your coin balance goes below zero, and the game tells you your balance owes coins from a refund. Until the debt is paid off, you can't spend coins, but you can keep playing. Any coins you get afterwards pay off the debt first.
• A refund or chargeback doesn't stop you from playing. If someone uses refunds or chargebacks to get things for free, we may take action under our Terms. An example is buying, using and then charging back, again and again.

Players under 18 and parents

buggs.io is for everyone, but buying works differently for younger players.

• We ask for your birth year once, the first time you tap something in the lobby that involves buying or a store offer, such as Buy, Start Big, Boost Cubes or a free coin offer. We use it only to place you in an age group, and we keep the age group, never the birth year. Because we only know the year, we round toward the younger group, so we may place you in a younger age group than your real age. Your age group is set once and doesn't change by itself as you get older. If you have since turned 13 or 18, or you entered the wrong year, email support@buggs.io with your Player ID and we'll update it. Only support can change it, and some changes need a parent or guardian to confirm them first (see Change an age setting).
• Under 13: with a parent's or guardian's permission you can play for free (see our Terms), but you can't buy anything with real money until a parent or legal guardian has given verified consent. The game shows "A parent needs to approve purchases. Ask them to contact support at buggs.io/support." The parent emails us with the player's Player ID. We check that they are the parent or guardian, using a verification method the law accepts, and then record their consent. See the Parents' Guide.
• Under 18: real-money purchases have a monthly spending limit, shown in the game, and Premium renewals count toward it. Spending coins on in-run boosts is also turned off. Unlocking bugs, power-ups, skins and trails with coins works the same as for every other player.
• We recommend that players under 18 ask a parent before buying anything.

For parents:

• You can also use the stores' own controls, such as Ask to Buy and Screen Time on Apple devices, or purchase approvals in Google Play and Family Link.
• If your child bought something without your permission, contact us for web and desktop purchases. For App Store purchases, ask Apple for a refund. For Google Play purchases, ask Google first, then email us (see Refunds). We'll help where we can.
• To withdraw your consent, review your child's account or delete it, email us with the Player ID. See the Parents' Guide and Delete Your Account & Data Requests.

Problems with a purchase

If something you bought didn't arrive, you were charged twice, or anything else went wrong:

1. Close and reopen the game, and check your internet connection. On Android, also try Settings ▸ Account ▸ Restore purchases.
2. If it's still wrong, email support@buggs.io with:
   • your Player ID (Settings ▸ Account ▸ Player ID ▸ Copy);
   • your receipt or order number: the receipt Link emailed you or the email address you used at checkout, Apple's order ID, or a Google Play order number starting with "GPA.";
   • the date, the item and what went wrong.

Never send us your card number, a password, a recovery code or a transfer code. We reply within 5 business days. Before we change anything on an account, we may ask for details only its owner would know, such as recent purchases.

Changes to this page

We may update this page, for example when we add a new platform or change how purchases work. When we do, we change the date at the top. If a change materially affects a purchase you've already made or a subscription you have, we'll tell you in advance, in the game or, where we have your email address, by email. Changes don't apply to purchases made before them, unless the law requires it or the change only benefits you.

Contact

Questions about a purchase, a subscription or a refund? Email support@buggs.io and include your Player ID. You can also write to POWERUP GAMING LLC (buggs.io), 311 Chimney Rdg, Nolensville TN, 37135. More help is on the Help & Contact page.