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Takeloft

Resolving a transaction

Purchases & Refunds

A charge, a paid benefit and the store record should reflect the purchase you authorised. Here is how to raise a mismatch, request a refund review and understand the resulting adjustment.

Updated November 7, 2026 · Takeloft

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02 Identify what needs to be corrected

Write to contact@takeloft.app if a paid benefit is missing, a charge appears duplicated, a paid feature failed or another purchase detail seems wrong. Include an available Google Play order ID, purchase date or approximate date and a brief account of what you expected and what happened. A relevant app-user or transaction reference can help where available.

An order reference and explanation are enough to begin an enquiry. If a detail is missing, say so rather than guessing. We may ask for proportionate information to locate the transaction and confirm your connection to it, including when you no longer have access to the app.

Remove unrelated information from a receipt or screenshot. Do not send a full bank statement, complete card details, Google password, bank credentials or verification codes. Creative source files are not needed merely to identify a payment issue; explain the problem first.

The resolution depends on the accepted offer, the facts and your rights. It may involve restoring access, supplying a missing benefit, correcting the charge or service record, or providing a refund. A result that differs from your artistic preference and a feature that is faulty, misdescribed or not supplied need different assessments.

Using AI does not exempt a paid service from applicable standards. Explain the actual fault or mismatch so we can assess it fairly. You may provide relevant additional information or seek reconsideration if a response overlooks the issue; a good-faith request for review does not remove your consumer rights.

03 The store route and unrecognised charges

Google Play provides a refund-request process for transactions made through its billing system. Its rules vary according to the purchase, when and how payment was made, and location. Consult the current official refund guidance for the route appropriate to your order; this policy does not impose a single store refund period on every transaction.

For a charge you do not recognise, use Google Play's instructions for reporting unrecognised transactions and follow the payment-provider route relevant to your situation. An accidental purchase by someone you know may instead need the ordinary refund process. Contact us as well when the issue relates to Takeloft.

We can examine the service issue and relevant app purchase records. Google and the payment provider control the payment operations they perform, including return of approved funds and when those funds appear on a payment method. The actual order status and decision provide the relevant timing information; this page does not guarantee approval or a fixed arrival time.

A discretionary store policy does not replace a remedy required by consumer law. If the usual store process is unavailable, you may still explain a problem for which a legal remedy applies. Contacting one party does not require giving up another available and lawful review route.

Google Play refund guidance ↗Report an unrecognised charge ↗

04 Reflecting an approved decision in the app

We recognise Google Play-approved refunds and reconcile the relevant transaction and entitlement records when the store supplies the update. The benefit associated with a refunded or reversed purchase may need to be removed or adjusted. The correction must relate to that transaction and reflect the decision and applicable law.

Refunding one purchase does not by itself invalidate another legitimate purchase or extinguish a statutory remedy. If the app's adjustment appears to concern the wrong item or does not match the store decision, tell us what remains incorrect so the corresponding records can be reviewed.

Send the available order reference and relevant decision information, with unrelated private details removed. Explain whether the outstanding matter concerns the charge, returned funds or access to the paid benefit. We can check service records and entitlement corrections, while the store or payment provider controls the payment steps within its systems.

We may investigate credible signs of duplicate claims, unauthorised transactions or deliberate payment abuse and take proportionate protective action. An honest request for a refund or a challenge to an incorrect decision is not abuse merely because it asks for review. Valid consumer and privacy rights remain intact.

Independent financial or support records may be necessary for reconciliation or a dispute. They cannot preserve creation content, task records, metadata or associations after the original creation deadline. A payment enquiry is not a reason to keep a creative file, reference or related copy longer.

05 A purchase enquiry can continue alongside deletion

Removing Takeloft from your device and requesting deletion of app-user information are separate from asking for a refund. Neither action automatically submits a refund request, reverses an earlier payment or erases payment records Google holds independently. State clearly if you want a charge reviewed as well as your data removed.

You may pursue both matters at the same time. Resolving a transaction question is not a prerequisite for requesting deletion, and asking for deletion does not automatically forfeit an available purchase remedy. The relevant purposes and records can be handled separately.

Keep an available receipt or order reference before deletion when a purchase is unresolved. Removal may erase information that linked your device with earlier app activity. Explain any missing paid benefit to support so the transaction can be identified without creating a Takeloft login or sharing store credentials.

A justified independent record may remain for accounting, tax, a payment dispute, fraud prevention or another necessary obligation. It must contain no creative material, task details, metadata or links and associations after the creation deadline. Neither the manual deletion process nor continued purchase support extends that limit.

The Delete Your Data page describes the independent in-app and email routes, the optional email-preparation form and the expected handling of manual requests. Your downloaded files and Google's independent records have separate treatment. Use the purchase enquiry route when you also want us to review a payment matter.

06 Legal remedies and reconsideration

Nothing in this policy makes all digital purchases non-refundable. Consumer law may provide remedies for faulty or misdescribed digital content, a service not supplied as agreed or statutory withdrawal in applicable circumstances. Those protections remain available within their legal scope, including where they go beyond a store's discretionary policy.

If early supply during a statutory withdrawal period affects a right, the purchase process must explain that effect and obtain the request, consent or acknowledgement required by the relevant law. Reading this page does not provide that consent or waive the right. Required purchase disclosures and copies of the agreement must also be provided where applicable.

For reconsideration, reply to the support correspondence or contact contact@takeloft.app. Identify the order where possible and explain what fact, purchase condition or right you believe has not been addressed. Provide relevant additional evidence without sending unnecessary personal documents or creative files.

An available store review, regulator, dispute process or court route remains open to you. Seeking support does not stop a legal deadline from running or require you to abandon another lawful remedy. The Terms explain the governing law and preserve mandatory consumer protections that apply where you live.

Any policy revision remains subject to rights attached to an earlier transaction. The accepted offer and the law applicable to that purchase still matter when a complaint is reviewed. A good-faith request for reassessment does not require withdrawing a separate deletion or privacy request.

For Google Play purchases: request a refund through Google Play ↗. You can also contact Takeloft about a purchase.