Refund Policy
Last updated: 27 July 2026
BallTrials is free to play. The only thing you can pay for is Gems, and the packs of Gems are the only place money changes hands. This page says exactly when you get that money back.
The short version
If a child bought Gems without a parent knowing, write to us and we refund it. We would rather give the money back than keep a euro someone did not mean to spend. For everything else, you have 14 days — read on for the one exception the law allows us.
Who you are buying from
Payments are handled by Paddle.com Market Ltd, which acts as the merchant of record for every purchase: they take the payment, they issue the receipt and the invoice, and they appear on your bank statement (as PADDLE.NET). The game itself is made and run by Jaime Valls Vigil, United Kingdom.
That means a refund can be requested from either of us, and both routes end in the same place.
Your 14-day right, and its limit
If you are in the UK or the EU, you have a legal right to cancel a digital purchase within 14 days.
For digital items delivered instantly there is an exception in the law: that right ends once delivery has started and you have agreed to it. Gems land in your account the moment the payment goes through, so strictly speaking the right is used up immediately. We do not hide behind that. Within 14 days, if the Gems are still sitting unspent in your account, write to us and we refund them — no explanation needed.
Purchases made by a child
This is a game for children, so we treat this case as its own rule and not as a favour. If Gems were bought on your card without your permission, we refund it, inside or outside the 14 days, even if the Gems were already spent.
Tell us the email used in the game or the receipt number, and that is enough. We may also turn on the spending limit for that account so it does not happen twice.
When we say no
We will refuse a refund if the account was cheating, using tools or trying to break the game, and if the same person keeps buying and asking the money back over and over. That is it. We do not refuse because you changed your mind or because you did not enjoy it — for those, just ask.
What happens to the Gems
A refund takes the Gems back out of the account. If they were already spent on something, the balance simply goes to zero rather than negative — you keep what you unlocked, and the account is not left broken or in debt.
How to ask
Either of these works:
- Write to contact@balltrials.com — say what you bought and when. If you have the receipt number, even faster.
- Or use the link in the receipt email that Paddle sent you when you paid.
We answer refund requests within 2 working days. Once approved, the money goes back the way it came in; how long your bank takes after that is up to them, usually a few working days.
Something went wrong with a purchase
If you paid and the Gems never arrived, that is our problem, not a refund question: write to us and we either deliver them or give the money back, whichever you prefer.