Refund policy

Last updated: 9 October 2026

All sales are final. Purchases in Zooki World are not refundable or exchangeable, except where the law requires otherwise.

What you buy

Caretaker places, enclosure items, animal looks and similar purchases are digital services that start the moment the payment goes through: your brand, items and looks appear in the zoo for everyone right away.

Right of withdrawal

If you are a consumer in the EU, the UK or a similar jurisdiction, you normally have 14 days to withdraw from an online purchase. For digital content and services supplied immediately, that right ends once delivery starts, provided you agreed to immediate delivery and acknowledged that you lose the right of withdrawal. You give that agreement at checkout, so once your purchase is live in the zoo it cannot be withdrawn.

Bids and being outbid

Caretaker places go to the highest bid. Being outbid is how the place works and is not a reason for a refund; your time as caretaker ends as described when you buy.

When something goes wrong

Nothing here limits rights the law gives you that cannot be waived. If you were charged twice, charged for something that never appeared in the zoo, or the service did not work as described, write to [email protected] with your order number and we will put it right.

Who handles payments

Our order process is conducted by our online reseller Paddle.com, which is the merchant of record for all our orders. Paddle handles customer service inquiries about payments and returns under its buyer terms, which likewise make transactions non-refundable unless the law requires otherwise.