Refund Policy

Shinies are a virtual currency for use in MyPengs. They have no cash value and cannot be exchanged for money. A purchase of Shinies is final once the Shinies are added to your balance, except as this policy describes or where the law gives you a right to a refund.

You can earn Shinies by playing Penguin World or buy them in packs at Sammy Bank, at the price shown there before checkout. Stripe takes the payment, and the Shinies are added to your balance once the payment goes through.

If a Scene you paid Shinies for is not made, those Shinies go back to your balance on their own. Shinies you spend in Penguin World never turn back into money.

Deleting your account forfeits any Shinies left on it, earned or bought.

We will refund a Shinies purchase in full if you were charged twice by mistake or were charged because of a checkout error. Ask within 14 days of the purchase at hello@mypengs.com, with the receipt email, the purchase date, and a short description of the problem.

If you paid for a pack whose Shinies were never added to your balance, we will refund that payment in full whenever you ask, with no deadline.

Sometimes Sammy Bank takes a payment but cannot add the Shinies, for example when the account was deleted during checkout. When that happens it usually refunds the payment in full on its own, and you do not need to ask. If you paid and see neither the Shinies nor a refund, write to hello@mypengs.com.

We will also refund wherever the law requires it. Otherwise, Shinies are not refunded once they are in your balance, whether or not you have spent them.

If a Shinies purchase is fully refunded, reversed, or charged back, the Shinies from it are removed from your balance, even if you have already spent them. Your balance may go below zero until it is earned back. If a chargeback is decided in MyPengs' favour, so that your payment stands, those Shinies are given back.

This includes refunds we give under this policy: a fully refunded pack's Shinies come off your balance, unless they were never added. If we refund only part of a payment, what happens to its Shinies is decided case by case.

We may change, suspend, or discontinue Penguin World, Sammy Bank, or Shinies, as the Terms of Service describe. Turning any of them off for a while does not take Shinies off your balance.

If we discontinue Penguin World or Shinies for good, we will try to tell you in MyPengs beforehand. Shinies you bought and have not spent by then are not refunded, except where the law requires a refund, and where it does, we will refund them.

Please ask within 14 days of the purchase. After 14 days we refund Shinies only for a pack whose Shinies were never added to your balance or where the law requires it.

We may ask for enough information to find the order and confirm that you are the purchaser. Send details to hello@mypengs.com.

Approved refunds are returned to the original payment method when possible. Payment processors and banks control the final posting time, so a refund may take several business days to appear.

If a refund shows as processed but has not posted, contact your bank or card issuer first, then email hello@mypengs.com if you still need help.

Please contact hello@mypengs.com before filing a chargeback so we can investigate and fix the issue. Chargebacks can slow down resolution because the payment processor takes over the dispute process.

A charged-back Shinies purchase has its Shinies removed, as described above.

We may update this Refund Policy as MyPengs changes its products or checkout options. The effective date above shows when this version took effect.

Questions about refunds can be sent to hello@mypengs.com.