We issue refunds when something on our side broke your session — not when you simply changed your mind. This article explains what we cover, what we don't, and which payment channels we can refund directly versus where you have to go through the platform.
When we refund
Refunds happen for technical problems caused by Loudplay:
- Service outages (the platform was down, you couldn't connect)
- Lags, freezes, or broken streaming during a paid session
- Stuck queue beyond the documented wait window — see "Stuck on Preparing your PC or in a long queue"
- Driver-level issues that prevented a game from running, where the driver is something we control
- Any other Loudplay-side bug that wasted your time
When we don't refund
- "Changed my mind" — the service worked, you just decided not to use it
- Time spent in queue — queue is unavoidable at peak hours and is never charged
- Issues caused by your internet connection (Wi-Fi drops, throttling, ISP problems)
- Anti-cheat-blocked games — that limitation is documented; buying time and discovering Valorant doesn't run is not grounds for a refund. See "Why Valorant, PUBG, Genshin Impact don't work"
- Hours that already expired (Desktop hours expire 30 days after purchase)
- Issues with games or save files inside Steam/Epic that aren't related to our infrastructure
Which channels we can refund
| Channel | Can Loudplay refund? | Notes |
|---|---|---|
| Desktop PayLink (current) | Yes | Goes back to the card you paid with, through PayLink |
| Desktop PayPal (legacy) | Yes | For purchases made before the PayLink switch — refund issued to the PayPal account that paid |
| Android — Google Play subscription | Yes | We can process this on our side. You can also request through Google Play directly — both paths work |
| Android — Huawei AppGallery | No | We cannot issue refunds for AppGallery purchases. You must request the refund from Huawei AppGallery directly — we have no mechanism on our end |
For Google Play, you have two options:
- Request the refund through Google: open play.google.com/store/account/subscriptions, find Loudplay, and use the refund flow there.
- Or contact us — for technical issues we can issue the refund on our side without involving Google.
For Huawei AppGallery there is only one option: contact Huawei AppGallery support. We can't help.
How to request a refund from us
-
Write to support describing the problem in detail. Include:
- The approximate time and date the issue happened
- The game or session you were trying to use
- What you saw on screen (error messages, freezes, etc.)
- Screenshots or a short video if you can — visual evidence makes the case much stronger
-
We verify your account through email OTP and create a ticket in our system. The ticket includes the purchase channel, amount, and date.
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The operator reviews the evidence and decides on the refund. We don't promise approval up-front — the decision depends on what the evidence shows.
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If approved, the refund goes back through the original payment channel. Timing varies: PayLink card refunds typically appear within 3–10 business days, legacy PayPal usually within 1–3 days, Google Play within a few days.
What not to do
Don't open multiple support threads about the same problem. We deduplicate — duplicates only slow things down. One ticket, all the evidence in it, then wait for the response.
Don't dispute the charge with your bank in parallel. Chargebacks lock the account and complicate the refund process — give us a chance to resolve it directly first.