Credits are a virtual currency you use straight away, so the rules are simple.
Credits are not refundable
When you buy credits you agree that we deliver them to your wallet immediately and that you lose the usual 14-day right to cancel a digital purchase once that happens.
Unspent credits are not exchanged for money and do not expire while your account exists.
Fish, commands and shouts are spent the moment they run. A fish that is hurt or dies in the game is part of the game, not a fault.
Where you do get credits back
Features cut short: if a paid "feature my fish" is ended early (the fish dies, the producer takes over the stream, or you cancel it), the unused part is refunded to your wallet pro rata, automatically.
Our mistake: if a top-up is charged twice, credits do not arrive after a successful payment, or something on our side fails, tell us and we will put it right, in credits or as a refund of the payment.
Your statutory rights as a consumer in the UK (for example under the Consumer Rights Act 2015 where a digital service is faulty) are not affected by anything on this page.
How to ask
Use the contact page with the email address on your account and, if you have it, the Stripe payment reference from your receipt. We reply within a few days.