Parents guide

First of all, thank you very much for playing our games, we hope you are enjoying an unforgettable experience. However, you may have doubts about our way of guaranteeing your safety or your children’s in matters such as age limit, in-app purchases or privacy; that's why Sync Games ensures you have all the assistance you need.

To make sure you can enjoy our games in a responsible environment, we stick to a clear set of principles:

  • We respect our gamers, and we strive to make the most fun games among all audiences to enjoy, never sacrificing game quality.
  • We want you to be in total control of your gaming experience. That means you are provided with upfront information about the game content, where it would be totally clear when you’re about to make any purchases within the game.
  • If you or your child ever has any problems with our games, you should be able to quickly find out how to fix it, whether it’s to do with payments (which will usually be Google or Apple) or the game itself (which will be us).

Hereunder, we try to cover what might be your most likely questions. If we’ve missed anything, email us at legal@syncgames.es, making sure to include any specific details that might be useful, such as what happened and when it happened, receipts, relevant screenshots, etc.

WHERE ARE OUR GAMES AVAILABLE?

Our games are globally available for free on iOS or Android phones and tablets. To start playing one of our games, you have to download the app to your device via the Play Store https://play.google.com/store or App Store https://www.apple.com/itunes/.

WHAT ARE THE AGE LIMITS FOR OUR GAMES?

All our games are intended and offered to users who are at least 7 years old. You can get more information on our Privacy Policy. https://smashmonkeys.com/en/privacy

Please note: When you download our games from e.g. Google Play or Apple's App Store you will find published age recommendations in the apps description. However, these age or maturity classifications refer only to the content suitability (similar to movie ratings G, PG or PG-13 in the U.S., but related to gameplay, animations, etc.).

For more info on how these categories are defined, visit these support websites for Apple and Google.

PRIVACY AND PROCESSING OF PERSONAL DATA

USERNAME

Our players are asked to set up a username during the game's tutorial. We recommend that our players choose a nickname not directly identifiable to them nor the payer’s real-life person to increase security and privacy.

PAYMENT INFORMATION

We do not store any credit card information related to in-game purchases as the payment transactions are completed through Apple's App Store or Google Play (depending on your device) via the personal email address associated with that account.

MARKETING

When contacting our support team, you'll have the option to share your email address with us. We'll always ask for your consent when sending direct marketing messages to your mobile device. We won't sell or disclose your personal data to third parties for their own commercial purposes.

Please find out more about our privacy and data processing practices at our Privacy Policy https://smashmonkeys.com/en/privacy.

CAN I MANAGE OR TURN OFF IN-APP PURCHASES?

Downloading our games is free. However, remember that our games optionally offer integrated purchases. These purchases are not necessary to play, but may be needed to improve the gaming experience.

Integrated purchases cost real money and this is always clearly indicated. You will have access to them in the game and you could make a purchase once you’re inside it. The prices vary according to the type of purchase you make.

You can enable in-app purchases, configure password protection, or disable in-app purchases through your device's general settings. Find the instructions you need linked below:

WHO PROCESSES IN-APP PURCHASES?

Sync Games does not process payments for in-app purchases, or have access to credit card information. Payment transactions themselves are processed through the App Store or Google Play (depending on your device) via the personal email address associated with that account.

ARE MY BANK DETAILS KEPT PRIVATE?

We don't process payments for in-app purchases, nor do we have access to any of your payment information. Payment transactions themselves are completed through Apple's App Store or Google Play (depending on your device) via your personal email address associated with that account. Receipts for these transactions are emailed to you by Apple or Google after each purchase.

I'VE MADE AN IN-GAME PURCHASE, BUT I HAVEN'T RECEIVED WHAT I PAID FOR. WHAT NOW?

Usually transactions are instant. However, in rare cases it can take up to 48 hours for transactions to process through Apple or Google and then make it into the game. It is also recommended to restart the app by fully closing and re-opening it.

If it's been 48 hours and still nothing has happened, please contact Apple https://support.apple.com/ or Google https://support.google.com/googleplay/?hl=en#topic=3364260 directly for more information.

MY CHILD ACCIDENTALLY MADE AN IN-APP PURCHASE. CAN I GET A REFUND?

As with most downloadable software products, items bought in our games (in-app purchases) are non-refundable. In rare cases, exceptions can be applied.

If the purchase was made on an Apple (iOS) device:

For purchases made on an iOS device, Sync Games is not able to handle refunds directly. Please visit Apple support and select the "Contact iTunes store support" link, then "Purchases, billing and redemption" and choose the option that fits you best.

If the purchase was made on a Google (Android) device:

Please send an email to legal@syncgames.es. In your message please state the name of the game the purchase was made in and add the receipt of the purchase. The transaction ID (looks similar to this - GPA.1234-1234-1234-12345) at the bottom of the document must be visible. Receipts for transactions have been emailed to you by Google after each purchase.

I’VE RECEIVED A BILL FOR A PURCHASE I DIDN’T MAKE. WHAT SHOULD I DO IF I SUSPECT FRAUDULENT ACTIVITY?

If neither you nor your child have played one of our games, but you have been billed for a purchase made within our games, it is likely that your Google or Apple account was compromised. If so, immediately contact Apple or Google by following the instructions below:

For Apple (iOS) devices:

Visit Apple support https://support.apple.com/ and select the "Contact iTunes store support" link, then "Purchases, billing and redemption" and choose the option that fits you best.

For Google (Android) devices:

Visit the Google Play Help service https://support.google.com/googleplay/?hl=en#topic=3364260 and search for or use the "Contact us" button on the page to contact a customer service agent by email or phone.

If you’ve already contacted Apple or Google about suspected fraudulent activity and they’ve sent you to us, please contact us at legal@syncgames.es. Be sure to include specific details like what happened and when, transaction ID receipts, relevant screenshots, etc.

HOW CAN I CONTACT SYNC GAMES?

If you have any more questions, you can contact us:

CONTACT VIA EMAIL

You can send us an email at legal@syncgames.es.