Parent's Guide

As a publisher and developer of awesome mobile games, we take great pride in delivering fun, high-quality gameplay experiences. One of the things we love the most is seeing all the feedback for our games when turning on our computers every morning.

But at the same time, we care deeply about the safety of our users, and want to ensure as much support as possible is at hand when enjoying our games. We appreciate things like age-limits, in-app purchases and privacy are all valid concerns, and want to address some of these points below.

If you or your child ever has any problems with our games, you should be able to quickly find out how to fix them. As well as providing guides like this, that means helping you to contact the right company for your issue, whether it’s to do with payments (which will usually be Google, Apple or Windows, who process purchases and refunds) or the game itself (which will usually be us).

If we’ve missed anything below, please don’t hesitate to email us at Parents@studiofirefly.io. 

Please provide us with as many specific details as possible (e.g. What happened? Do you have relevant screenshots to show the issue?) and we will reply to your message as soon as possible. We kindly ask you to write to us in English as this will allow us to respond to your query faster and more efficiently.

If you’re familiar with our games, you can also check our Player Support pages for questions about your game or device. You can also find technical support pages built into our games to ensure you can access helpful information at your earliest convenience.

What are the age limits and general policies for games by STUDIO FIREFLY?

All of our games are made for, and offered to people who are at least 16 years of age. You can get more details on our Terms of Service and Privacy Policy pages.

Please note: You can find published age recommendations on Google Play, Apple’s App Store on iTunes or Windows Phone Store. However, these age or maturity classifications refer only to the content in our games (similar to movie ratings G, PG or PG-13 in the U.S., but related to gameplay, animations, etc.). For more on how these categories are defined, visit the support websites for Apple, Google and Windows.

How can I manage or turn off in-app purchases?

All of our games are free to download. Please note however that our games also offer entirely optional “in-app purchases”. These purchases are never required to play the game, but can be used to enhance some elements of gameplay.

In-app purchases are paid for with real money, and are always clearly labelled as such. They’re accessible “in game”, meaning that the options to make a purchase are found within the game itself.

Important: You can easily manage the ability to make in-app purchases, adjust password protection settings, or disable in-app purchases entirely through your mobile device’s general settings. The way to do this depends on whether you’re using an Apple iOS device, like an iPhone or an iPad, a Google Android device, or a Microsoft Windows device. Either way, the instructions you need are here:

Apple iOS device in-app settings / Google Android device in-app settings / Windows device How-to

Who processes in-app purchases?

While STUDIO FIREFLY is a publisher and developer of mobile games, it does not process payments for in-app purchases, or have access to any user’s credit card information. That’s because the payment transactions themselves are completed through Apple’s App Store, Google Play or Windows Phone Store (depending on your device) via your personal email address associated with that account. Receipts for these transactions are emailed to you by Apple, Google or Microsoft after each purchase (though please note that any post-purchase processes are controlled by Apple, Google or Microsoft and are subject to change by them).

I’ve seen another site that offers me in-game products for STUDIO FIREFLY games. Is it safe to buy from them?

Please beware of any third party websites that claim to gift you in-game enhancements for our products. These sites may collect your personal information, money, or both, and often never deliver the promised in-game products. If you want to make an in-app purchase, the safest way is simply to make the purchase through the game itself on your mobile device. Selling, redeeming or otherwise transferring Virtual Items or Merchandise is not permitted, as per what is written in our Terms of Service.

I have accidentally made an in-app purchase. How do I obtain a refund?

As with most downloadable software products, items bought through our games (in-app purchases) are generally non-refundable. In some special occasions there can be exceptions, however. The transaction process is controlled by Apple (for iOS devices), Google (for Android devices) or Microsoft (for Windows devices), and these companies have support teams who handle refund requests.

For Apple (iOS) devices:

Visit Apple support and select the “Contact iTunes store support” link, then “Purchases, billing and redemption” and choose the option that fits you best.

For Google (Android) devices:

Visit Google support and perform a search, or use the ‘Contact us’ button on the page (English language site only) to reach a Google customer support representative by email or by phone.

For Microsoft (Windows) devices:

Visit the Microsoft Store Refunds/Returns page for more information.

I’ve been charged for a purchase I didn’t make. What should I do if I suspect fraudulent activity?

If you have any suspicions of fraudulent transaction activity taking place on your account, you should immediately contact Apple (for iOS devices), Google (for Android devices) or Microsoft (for Windows devices), who are the controllers of the transaction process.

For Apple (iOS) devices:

Visit Apple support and select the “Contact iTunes store support” link, then “Purchases, billing and redemption” and choose the option that fits you best.

For Google (Android) devices:

Visit Google support and perform a search, or use the ‘Contact us’ button on the page (English language site only) to reach a Google customer support representative by email or by phone.

For Microsoft (Windows) devices:

Visit the Microsoft website for more information on what to do if your account has been compromised.

If after contacting Apple, Google or Microsoft about suspected fraudulent activity you’ve been redirected back to us, please contact us via our Player Support page. Please provide us with as many specific details as possible (e.g. What happened? Do you have relevant screenshots to show the issue?) and we will reply to your message as soon as possible.

What is the STUDIO FIREFLY policy on privacy?

At STUDIO FIREFLY we ensure that the privacy of our users is a top priority. Because we are a publisher and developer of mobile games, we do not process payments for in-app purchases, or have access to any user’s credit card information. That’s because the payment transactions themselves are completed through Apple’s App Store, Google Play or Windows Phone Store (depending on your device) via your personal email address associated with that account. When it comes to sending directing marketing messages to your device, we’ll always ask for your consent before doing so.

As a matter of course, your data will not be sold to third parties – to read more about this, please check out our Privacy Policy.

How can I contact STUDIO FIREFLY?

As we’ve mentioned above, we’re always here to support and ensure you’re having an awesome time with our games. If you have any more questions, send us an email at Parents@studiofirefly.io. Please provide us with as many specific details as possible (e.g. What happened? Do you have relevant screenshots to show the issue?) and we will reply to your message as soon as possible. Please write to us in English as this will allow us to respond to your query faster and more efficiently.

If you’re familiar with our games, you can also check our Support pages for questions about your game or device. You can also find technical support pages built into our games to ensure you can access helpful information at your earliest convenience.

How does chat work in STUDIO FIREFLY games?

Creating a safe and secure environment for players to interact with one another through chat is of utmost importance to us. If there are any issues, our games contain prominent tools for players to report any offensive, insulting or inappropriate behaviour to us.

But if you prefer to report any concerns directly by email, you can also reach us at Parents@studiofirefly.io. In your email, please be sure to include as many specific details as possible, to help us quickly understand and identify the issue. Please note we only handle emails in English.

Thank you for your support in making our games such safe and secure worlds to play in!

– Your STUDIO FIREFLY Support Team