Paid, but the game is missing
Sign in to the verified MediPixo account with the same email used at Ko-fi checkout. In My Games, choose “I have paid · Refresh My Games”. A completed payment must be confirmed before the full game unlocks; stopping at the PayPal checkout screen does not complete payment.
If the game still does not appear, contact enquiry@medipixo.com with the game name, order or transaction reference, approximate payment date and the email used for checkout. Do not send a password or complete card details.
Used a different email
A purchase cannot automatically join an account with a different email. Contact us so we can verify ownership and investigate the correct account. A forwarded receipt or change to a return link alone is not enough to reassign access; we may ask for appropriate proof through a secure support exchange.
Duplicate or unexpected charge
Check the order and payment status in Ko-fi and your payment provider. Send the relevant references to us if you believe you were charged twice or did not authorise a purchase. We will review the records and explain the next step. Do not make a further payment while asking about the same access problem.
Requesting a refund
Send your request to enquiry@medipixo.com or use the contact form, choosing Payment. Explain the issue and include the order reference. We review requests based on what happened and applicable consumer rights; this page does not impose a blanket “no refunds” rule.
If a refund is agreed or required, the creator processes the actual refund through Ko-fi or its connected payment provider. The site support form and account portal do not transfer money or issue an instant refund. Timing and any transaction treatment depend on the provider and applicable requirements; we do not promise that all provider fees will be returned.
After a refund or reversal
A refunded or reversed purchase can lose access to the associated full game. We reconcile the payment status with the member library and any related partner commission. Existing progress records are handled under the privacy notice and applicable retention requirements.
Ko-fi's payment webhook does not provide a complete automatic refund workflow for this service. The team must record and reconcile completed refunds; a support acknowledgement is not confirmation that a refund has been sent.
Your rights and contact
Nothing on this page removes rights that applicable law gives you. We may need to verify that the request comes from the account or payment owner. Contact enquiry@medipixo.com for help; keep your case reference so the team can follow the same enquiry.