Refund policy
Short version: subscriptions are non-refundable once active— the first-month-free trial (first-time subscribers) and PayPal's automatic prorated billing mean you should never need a refund in the first place. PokéCoin orders are different: if we don't deliver your coins, you get your money back in full.
Why no refunds on subscriptions?
Two parts of the signup flow make refund requests unnecessary:
- Free trial. If you're unsure whether PokeXperience works for you, start on the Silver tier with the first month free: $0 charged today — you add a payment method, but nothing is taken for 30 days. First-time subscribers only. Cancel in PayPal before day 30 to pay nothing.
- Prorated upgrades. If you start on a lower tier and want more channels later, PayPal automatically charges only the prorated difference for the remainder of your billing period — you're never double-charged. An upgrade is a single click on the Subscribe section while logged in.
Cancelling your subscription
You can cancel at any time from PayPal's "Automatic Payments" settings or by contacting info@pokexperience.com. Cancelling stops future billing but does not refund the current period — your Discord-channel access remains live until the end of the period you've already paid for.
Exceptions we DO refund
We will refund or reverse a charge in these specific cases:
- Duplicate charge. PayPal bills you twice for the same subscription period due to a processor error.
- Unauthorised charge. A third party subscribed using your PayPal account without permission. Email us with the PayPal transaction ID.
- Service unavailability. PokeXperience is offline for an extended period (more than 72 consecutive hours) and you raised a ticket during the outage.
In all three cases, contact info@pokexperience.com with the PayPal transaction ID. Resolution usually takes 2–3 business days.
Chargebacks
If you initiate a PayPal chargeback or dispute without first emailing us, your Discord-channel access is suspended immediately until the dispute resolves. We strongly prefer to resolve issues directly — it's faster for you and avoids the dispute fee on our side.
PokéCoin orders — delivered, or your money back
PokéCoin packs are a one-off purchase, not a subscription, and they carry a different promise: if we don't deliver your coins, you get a full refund. No time limit, no argument, no restocking excuses.
This covers every case where the coins don't land:
- We can't log in. The Trainer Club details don't work, two-factor blocks us, or the account is unreachable and you'd rather have the money back than retry.
- We can't complete the top-up. Anything on our side — stock, staffing, a payment we can't process in-game — refunds in full.
- Duplicate or unauthorised charge. Same as subscriptions: email us the PayPal transaction ID and we reverse it.
Once the coins are actually on your account the sale is final — they can't be taken back out of Pokémon GO, so a delivered order isn't refundable for a change of mind. Most orders are delivered in under 15 minutes; if yours hasn't arrived, message Staff on Discord or email info@pokexperience.com before doing anything else — we'll either finish it or refund it.
Purchases you make inside Pokémon GO
Our Raid Passes page is a guide to purchases made directly through Niantic's Pokémon GO app. Refunds for anything bought inside the game are handled by Apple, Google or Niantic, not by PokeXperience — reach out to those platforms instead. This does not apply to PokéCoin packs bought from us, which are covered above.
Questions
If anything above is unclear, email info@pokexperience.com. We reply within one business day.
Last updated: 2026-08-21 · Operated by PokeXperience, in conjunction with PayPal as the payment processor.