Support

How do I restore my purchases?

Purchases belong to the Apple Account you used to buy them, so use the same account first.

1. Check that you are signed in with the same Apple Account (iPhone Settings › your name › Media & Purchases).
2. Open Palette Pour and go to Settings › Restore Purchases.
3. Wait a few seconds for the confirmation. The game tells you how many purchases it restored.

What can be restored: the purchase that removes forced ads and an active subscription. Coins, boosters, lives and packs are used up as you play (consumables), so they are stored with your game progress, not by Apple. If something you bought is missing, email us with your Player ID and the Apple order ID and we will check your purchase.

How do I manage or cancel a subscription?

1. On your iPhone, open Settings › your name › Subscriptions.
2. Tap the Palette Pour subscription, then Cancel Subscription. If you do not see a cancel button, it is already cancelled.

Cancel at least 24 hours before the end of the current period to avoid the next charge. In a free trial, cancel at least 24 hours before the trial ends to avoid being charged. You keep access until the period you paid for ends. Deleting the game does not cancel a subscription. Passes that do not renew (if offered) need no cancelling. See also Apple’s guide to cancelling a subscription and the subscription terms.

How do I get a refund?

Apple processes all payments for Palette Pour, so only Apple can issue refunds. We never see your card details.

1. Go to reportaproblem.apple.com and sign in with your Apple Account.
2. Select I’d like to › Request a refund, choose a reason, then select the purchase and submit.
3. Apple usually replies within 24 to 48 hours. See Apple’s guide: Request a refund for apps or content that you bought from Apple.

Refunded items are removed from your game. Refund rules depend on your country and Apple’s policy. Your statutory consumer rights are not affected.

How do I remove ads?

Reward videos in Palette Pour are always your choice: you only see one when you tap to watch it for a reward. The game may also show ads between levels; the shop offers a one-time purchase that removes them for good. Its description in the game says exactly what it removes. Reward videos stay available if you want them.

Bought it but still see ads between levels? Restore purchases, then fully close and reopen the game. If the ads still appear, email us with your Player ID and the Apple order ID.

I lost my progress, or I have a new iPhone. Can I get it back?

Palette Pour has no accounts or cloud save yet. Your progress is saved on your iPhone and is included in your iPhone’s backup (iCloud Backup or a backup on your computer).

• New iPhone: set it up from a backup of your old iPhone, and your progress comes with it. Then use Restore purchases.
• Deleted the game without a backup: your remove-ads purchase and subscription can be restored, but progress, coins and items that were saved only on the device cannot be recovered. Email us with your old Player ID (if you have it), your approximate level and the Apple order IDs of any purchases, and we will help as much as we can.

Tip: copy your Player ID from the game’s Settings and keep it somewhere safe.

How do I delete my data?

You do not need an account to ask us to delete your data.

1. Send an email to hello@celikworks.com with the subject “Data deletion request”. Include:
   • the game name;
   • your Player ID (in the game’s Settings);
   • if you can no longer open the game: the Apple order ID of a purchase, or the email address you used to contact us before.
2. We may ask a question to confirm the request comes from you. This protects your data from someone else’s request.
3. We confirm your request within 10 business days, complete it within 30 days, and tell you when it is done.

What is deleted: the data we hold that is linked to your Player ID, your purchase profile at our purchase service (Adapty), and your support emails. We also send deletion requests to the partners that support them.

What may be kept: records we must keep by law (for example, purchase records for tax), only as long as required. Purchase records held by Apple are managed by Apple.

Deleting the game from your iPhone removes the data stored on it. Deleting data does not cancel a subscription (see above). Full details: Deleting your data in the Palette Pour Privacy Policy.

How do I control ad tracking and my privacy choices?

• In the game: open Settings › Ad privacy choices to review or change your consent and ad choices at any time. Adults who have not answered the tracking question yet can answer it there; after that, change it in iOS Settings (next point).
• On your iPhone: Settings › Privacy & Security › Tracking. Turn off tracking for one game, or turn off “Allow Apps to Request to Track” for all apps.
• Wrong age answer? Open Settings › Reset age answer; the game asks again.

If you opt out of personalised ads, you still see ads, but they are less tailored to you. Your progress and purchases are not affected.

How do I report an ad?

If an ad seems wrong for your age, offensive, misleading, or will not close, open Settings › Report an ad in Palette Pour. Pick what was wrong and send the email it prepares. It contains the ad’s network, its ID, the time and your game version, and nothing else about you; you can add a screenshot. We pass reports to the ad network and block ads that break the rules.

No email account on your iPhone? Copy the report from the same screen and send it to hello@celikworks.com.

Do Not Sell or Share My Personal Information (US residents)

Residents of California and other US states with privacy laws can opt out of the “sale” or “sharing” of personal information for targeted advertising. To opt out:

• in the game, open Settings › Ad privacy choices and opt out; or
• email hello@celikworks.com with the subject “Do Not Sell or Share”, the game’s name and your Player ID.

Players our age screen identifies as under 18 are never part of any sale or sharing. Your rights are explained in the Palette Pour Privacy Policy. We will not treat you differently for using your privacy rights.

I’m a parent. How do I stop purchases or remove my child’s data?

• Block or approve purchases: use Ask to Buy (Family Sharing) or Screen Time › Content & Privacy Restrictions on your child’s iPhone.
• Accidental purchases: request a refund as described in Refunds.
• Your child’s data: email us with the subject “Parent privacy request” and your child’s Player ID, and we will review or delete it (see Children and teens).