Manage Double Jump

How to cancel double jump and recover your in-app purchase

Understanding double jump and your purchase options

Double Jump is an indie 2D platformer game available through two channels: as a one-time purchase on Steam or as a mobile app called Double Jump!! on iOS. You may also buy the "Remove Ads" in-app upgrade for a small fee. Because these are standalone purchases rather than recurring subscriptions, "cancelling" really means requesting a refund through the platform where you bought it. At Stopee, we help you navigate these refund processes so you understand your rights and recover money when something goes wrong.

Why you might want to cancel or request a refund

You might seek a refund for several legitimate reasons: the game didn't match its description, you purchased it by mistake, the ads feature in the iOS version remains problematic even after paying to remove them, or the game contains a technical defect that prevents you from playing it properly. Whatever your reason, you have consumer protections in Canada that give you leverage when a digital product falls short.

The difference between a purchase and a subscription

Unlike subscription services that charge you monthly or annually, Double Jump on Steam and the Remove Ads purchase on iOS are one-time transactions. You do not renew these charges automatically. This means your cancellation request is actually a refund request, not a subscription termination. Stopee specializes in helping consumers understand this distinction so you pursue the right remedy on the right platform.

Your consumer rights in canada

Canadian federal and provincial consumer protection laws safeguard your right to fair dealing and accurate product information. The Consumer Protection Act in your province protects you against misleading advertising and defective goods, even in the digital space. If Double Jump was misrepresented or does not perform as promised, you have grounds to request a refund.

Federal and provincial protections for digital purchases

Under the Competition Act and your provincial Consumer Protection Act, retailers-including Steam and Apple-must provide accurate product descriptions and honour refund policies. If you discover that Double Jump was falsely advertised or contains a material defect, you can escalate your claim beyond the platform's standard policy. Document everything: screenshots of the product listing when you purchased it, proof of the purchase, and evidence of the defect or misrepresentation. These records will support your case if you need to file a complaint with your provincial consumer authority.

Key consumer authority contacts in canada

If Steam or Apple denies your refund claim and you believe your rights were violated, contact your provincial consumer protection office. In Ontario, reach out to the Ministry of Government and Consumer Services; in British Columbia, contact the Office of the Superintendent of Financial Institutions; in Alberta, the Fair Trading Act is enforced by the Government of Alberta. Stopee recommends keeping the contact details of your province's authority on hand before you initiate a refund request, so you know exactly where to escalate if a platform refuses you.

Refund methods and where to request them

You have four main routes to recover your money: the Steam platform directly, Apple's reporting tool for in-app purchases, a formal written request to the developer, or a chargeback through your bank. Start with the easiest option first, and escalate only if needed.

Steam refund process for the main game purchase

If you bought Double Jump on Steam, Steam's refund policy is straightforward: you can request a refund within 14 calendar days of purchase and only if you have played the game for fewer than 2 hours. First, open your Steam client or visit the web version. Sign in to your account and navigate to your purchase history. Locate the Double Jump purchase, click on it, and select "Request a Refund." Steam will ask you to provide a reason; select the option that best matches your situation-such as "Changed my mind" or "It's not what I expected." Submit your request and wait for Steam's response, which typically arrives within 5 to 7 business days. If Steam approves the refund, the money returns to your original payment method.

Warning: Once you exceed 2 hours of playtime, Steam's standard policy no longer applies. However, if you can demonstrate a technical defect that made the game unplayable, you may still qualify for a refund outside the normal window. Include detailed evidence of the defect in your request.

Apple in-app purchase refund for remove ads

If you paid for the Remove Ads feature on iOS and want a refund, use Apple's built-in reporting system. On your iPhone or iPad, open Settings, tap your name at the top, select Media and Purchases, then tap View Account. Scroll to your Purchase History and find the Double Jump Remove Ads transaction. Tap Report a Problem next to it, describe why you want the refund-for example, "Ads still appear after purchase" or "Accidental purchase"-and submit your report. Apple reviews these requests and typically responds within 48 hours. Alternatively, visit reportaproblem.apple.com from your Mac or computer, sign in with your Apple ID, locate the transaction, and report it the same way.

Pro tip: Apple tends to grant refunds more generously than Steam for in-app purchases, especially if you report the issue quickly. If the Remove Ads feature does not work as advertised, emphasize that in your report.

Formal written request to the developer

If the platform denies your refund, you can escalate to the developer directly by sending a registered letter with return receipt (raccomandata A/R in Italian postal terms, though you will use Canada Post's Registered Mail service). This formal approach signals seriousness and creates a paper trail. Include the following in your letter:

• Your full name, email address, and phone number
• The date you made the purchase and the exact amount paid
• Your order ID or transaction reference number from the platform
• A detailed explanation of the problem (defect, misrepresentation, accidental purchase)
• Scanned copies of your receipt and any screenshots showing the issue
• A clear statement of what remedy you seek (refund or product fix)
• A reasonable deadline for the developer to respond (typically 14 to 30 days)

Send this letter to the developer's legal address. Keep copies of everything you send and the delivery confirmation when it arrives. Stopee recommends this method when platforms have already rejected your claim, because it demonstrates good faith and protects you if you later pursue a chargeback or small claims action.

Payment dispute or chargeback with your bank

If the developer does not respond to your registered letter and the platform will not budge, contact your bank or credit card issuer and ask about disputing the charge. Explain that you requested refunds through the proper channels but were denied, and provide copies of all your correspondence with Steam, Apple, and the developer. Your bank can open a dispute on your behalf, which may result in a chargeback if the merchant cannot justify the charge. This is your last resort but often the most effective one.

Double jump pricing and plans

Here is a clear breakdown of what you pay and for what.

Step-by-step cancellation and refund procedures

Follow these detailed steps based on where you made your purchase.

How to request a refund on steam

1. Open Steam (desktop client or web browser).
   • If using the app, click on your username in the top right and select "Account."
   • If using the web, log in to your account at steampowered.com.
2. Navigate to "Purchases" or "Games and Applications."
   • In the client, this appears in the left sidebar menu.
   • On the web, scroll to the Purchases section under Account Details.
3. Find Double Jump in your library or purchase history.
   • Click on the game title to open its details page.
4. Select "Request a Refund" or a similar refund option.
   • If you do not see this button, check whether you have exceeded the 14-day or 2-hour threshold.
5. Choose your reason from the dropdown menu.
   • Select the reason that most accurately reflects your situation.
   • If the game is defective, choose an option that flags a technical issue rather than "changed my mind."
6. Submit additional details if prompted.
   • Explain concisely why you want a refund. Be honest and specific.
7. Confirm your refund request.
   • Steam sends you a confirmation email.
   • Check your inbox (including spam) for this confirmation.
8. Wait for Steam's response, which usually arrives within 5 to 7 business days.
   • You will receive an email notifying you of approval or denial.
   • If approved, the refund posts to your original payment method within 5 to 10 business days after that.

How to request a refund on apple for in-app purchases

1. On your iPhone or iPad, open the Settings app.
   • Tap your name at the very top of the Settings menu.
2. Select "Media and Purchases."
   • This option appears in your Apple ID account menu.
3. Tap "View Account."
   • You may be asked to authenticate with Face ID or your Apple ID password.
4. Select "Purchase History."
   • Scroll to find the Double Jump Remove Ads transaction.
   • If you do not see it immediately, tap the date filter and adjust the timeframe.
5. Tap the Remove Ads purchase.
   • A menu appears with options including "Report a Problem."
6. Select "Report a Problem."
   • Apple opens a form for your complaint.
7. Choose the issue that best describes your situation.
   • For example, select "I would like a refund" or "This app does not work as advertised."
8. Type a brief explanation in the text box.
   • Explain clearly why you want the refund. If ads still appear after purchase, mention that specifically.
9. Submit your report.
   • Apple sends you a confirmation and reviews your request within 48 hours.
   • You receive an email with the decision and, if approved, the refund processes to your Apple ID balance or original payment method.

Pro tip: If you prefer, you can also report the problem on the web at reportaproblem.apple.com using the same steps. This method works particularly well if you have multiple devices and want to manage everything from one place.

How to send a formal cancellation and refund request to the developer

1. Gather all necessary documentation.
   • Your purchase receipt (email or screenshot from Steam or Apple).
   • Your order ID or transaction reference number.
   • Screenshots showing the problem, if applicable.
   • Proof of your refund requests to Steam or Apple, if you already filed them.
2. Write a formal, one-page letter on your personal letterhead or plain paper.
   • Address it to the developer's legal address (see the Address section below).
   • Use a professional but friendly tone.
   • Include your full name, contact email, and phone number at the top.
   • State the date, the purchase date, and the exact amount paid.
   • Clearly explain what went wrong and what you are requesting.
   • Set a reasonable deadline for response (14 to 30 days from mailing).
3. Make three copies: one to mail, one to keep, and one for your records.
   • Use clear, readable font (at least 11-point size).
4. Prepare a Canada Post Registered Mail envelope.
   • Go to your nearest Canada Post office.
   • Request Registered Mail with return receipt service; this costs approximately CAD $12 to CAD $16 depending on weight.
   • The return receipt proves the letter was delivered and signed for.
5. Mail the letter to the developer's legal address.
   • Keep your mailing receipt and return receipt when they arrive.
6. Wait for a response.
   • Allow the full deadline to pass before escalating further.

What happens after your refund is approved

Once you receive approval and the money returns to your account, access to the game or in-app feature changes depending on the platform.

Steam refund outcomes

When Steam approves your refund, Double Jump is removed from your Steam library. You can no longer launch the game through Steam, even if you have already downloaded it to your computer. Your local game files may remain on your hard drive, but they are no longer associated with a valid licence. You can manually delete these files to free up storage space. Any saved progress or achievements you earned remain on your device but will not sync to Steam or carry forward if you repurchase the game later. The refund amount posts to your Steam Wallet or your original payment method within 5 to 10 business days.

Apple in-app purchase refund outcomes

If your Remove Ads refund is approved, the upgrade is removed from your Double Jump!! app. Advertisements will reappear the next time you launch the app. Your gameplay progress and saved data in the game are not affected by this refund-only the ad-free feature is reversed. The refund credit appears in your Apple ID balance or on your original payment method, typically within 3 to 5 business days.

Personal data and account information after cancellation

Cancelling or receiving a refund does not automatically delete your personal data from the developer's systems. If you want the developer to remove your account, contact them directly and request data deletion under privacy laws. You have the right to request this under the Personal Information Protection and Electronic Documents Act (PIPEDA) at the federal level and under provincial privacy laws. The developer should respond within 30 days with confirmation that your data has been erased or explain why they cannot delete it (for example, if they need it for accounting purposes).

Refund timelines and what to expect

Refund processing times vary by platform and payment method, so knowing what to expect helps you track your progress.

Steam refund timeline

Steam typically responds to your refund request within 5 to 7 business days. Once approved, the refund reaches your Steam Wallet immediately, but if you requested the money return to your credit card or bank account, add another 5 to 10 business days for your bank to process it. In total, expect a refund to appear on your original payment method within 10 to 17 business days from the date you submit your request.

Apple refund timeline

Apple usually processes in-app purchase refunds faster than Steam. You typically receive a decision within 24 to 48 hours. If approved, the credit posts to your Apple ID balance instantly but may take 3 to 5 business days to appear if you requested a refund to your original payment method.

Developer refund timeline

If you send a registered letter to the developer, add mail delivery time (5 to 10 business days), the developer's response window (14 to 30 days as you specified in your letter), and processing time (5 to 10 business days after they approve). In a best-case scenario, you are looking at 3 to 4 weeks; in a worst case, 6 to 8 weeks or more if the developer is slow to respond or disputes your claim.

Common cancellation mistakes and how to avoid them

Many people sabotage their own refund claims by making preventable errors early in the process.

Exceeding steam's 2-hour playtime limit before requesting a refund

The most common mistake is testing the game beyond the 2-hour threshold. If you suspect you may want a refund, request it as soon as you recognize the problem. You cannot get those hours back once you exceed the limit. Check your playtime on your Steam profile before you submit your refund request to ensure you are still within the window.

Waiting too long after purchase

Both Steam (14 days) and Apple (generally within 90 days for in-app purchases) have strict windows. The moment you identify a problem-whether it is a defect, misleading description, or accidental purchase-initiate your refund request. Do not wait to see if the problem resolves itself or if you get around to playing later. Stopee recommends acting within 7 days of purchase to stay well within all platforms' refund windows.

Providing vague or dishonest reasons for your refund

If you claim a technical defect but have 10 hours of playtime, your request looks suspicious. Be honest. Platforms can often see your play history and will reject contradictory claims. If you genuinely have a technical issue, describe it in detail with screenshots. If you changed your mind and are within the window, simply say so.

Not saving proof of your refund request

Screen-capture the confirmation email and the refund request details immediately after you submit them. If a dispute arises or you need to escalate, you will have proof that you made the request and when. Stopee emphasizes the importance of documentation throughout the entire cancellation process.

Attempting a chargeback before exhausting platform remedies

Jumping straight to a chargeback without first requesting a refund through Steam or Apple can backfire. Platforms track chargebacks and may suspend your account if you bypass their refund process. Always use the platform's official refund system first, then escalate to your bank only if they refuse you.

Double jump cancellation checklist

Use this checklist to stay organized and ensure you complete every necessary step.

• I identified where I purchased Double Jump (Steam or iOS App Store).
• I confirmed the purchase date and amount paid.
• I verified that I am within the refund window (14 days on Steam with under 2 hours played, or within 90 days on Apple).
• I took screenshots of the problem (defect, misleading description, etc.) as evidence.
• I screen-captured my order confirmation and receipt.
• I submitted my refund request through the platform (Steam or Apple's reporting tool).
• I saved the confirmation email and refund request details.
• I waited the required response time (5-7 days on Steam, 24-48 hours on Apple).
• The platform approved or denied my request.
• If denied, I gathered all documentation and sent a registered letter to the developer (with return receipt).
• I kept copies of all correspondence and delivery confirmations.
• If the developer did not respond, I contacted my bank or credit card issuer about a chargeback.
• I received confirmation that the refund posted to my account.
• I verified that Double Jump was removed from my Steam library or that ads reappeared in the iOS app.

Consumer protection recap and your rights

As a Canadian consumer, you have strong protections when you buy digital products like Double Jump, and knowing your rights empowers you to push back if a platform or developer refuses to play fair.

The consumer protection act and digital products

Your provincial Consumer Protection Act prohibits unfair and deceptive practices, requires clear and truthful product descriptions, and gives you the right to expect goods to be fit for their intended purpose. If Double Jump was misrepresented in its store listing or does not work as advertised, the store and developer are in breach of consumer law, regardless of their refund policy. Document the false claim and your evidence, then escalate to your provincial consumer authority if a refund is denied.

Warranty rights and product defects

Digital products are still subject to implied warranty of merchantability in Canada. If Double Jump crashes on launch, contains unplayable bugs, or fails to meet the description provided at purchase, you can argue the product is defective and pursue a refund or repair. Warranty rights exist independently of the platform's stated refund policy.

Chargeback rights through your bank

If Steam, Apple, and the developer all refuse your claim, your bank or credit card issuer can dispute the charge on your behalf. This is a consumer protection mechanism under Canadian banking regulations. Your financial institution will investigate and may reverse the charge if you can show you made good-faith attempts to resolve it with the merchant first. Stopee recommends keeping a paper trail of all communication to support a chargeback claim.

When to escalate and where to go for help

Know when it is time to stop asking the platform and start asking for official help.

Your provincial consumer protection office

If Steam or Apple denies your refund and you believe they violated consumer protection law, file a complaint with your provincial consumer authority:

• Ontario: Ministry of Government and Consumer Services (ontario.ca/page/consumer-protection)
• British Columbia: Consumer Protection BC (consumerprotectionbc.ca)
• Alberta: Fair Trading Act enforcement, Government of Alberta (alberta.ca)
• Quebec: Office of the Ombudsman for Consumer Protection (ocpm.qc.ca)
• Other provinces: Search "[Your Province] consumer protection office"

Provide your complaint with all documentation: purchase proof, screenshots of the defect, copies of your refund requests, and the platform's denial. These offices investigate and can pressure companies to comply with consumer law.

Small claims court as a last resort

If your refund is under CA$10,000 (the limit varies slightly by province), you can file a claim in small claims court without needing a lawyer. This is formal but affordable and often succeeds because judges take consumer protection seriously. File only after exhausting all other remedies and if the amount justifies the effort.

Developer and platform contact information

Stopee recommends saving these contact methods before you need them.

Steam support and refund inquiries

Visit help.steampowered.com and click "Contact Steam Support." Choose your issue from the dropdown (e.g., "Purchase" or "Refund"), and Steam routes you to the correct department. You can also initiate a refund directly from your purchase history without contacting support if you meet the time and playtime criteria.

Apple customer support for in-app purchases

Use reportaproblem.apple.com to report and request a refund for the Remove Ads purchase. For direct support, visit support.apple.com, select "iTunes, Apple Music, and App Store," and choose your issue. You can also call Apple Support at 1-800-MY-APPLE (1-800-692-7753) in Canada.

Double jump developer contact

If you need to send a registered letter, address it to the developer's legal address. Since Double Jump is an indie game, the developer information may be listed on the Steam store page or the iOS App Store listing under "Developer" or "Information." Stopee recommends checking both platforms for the most current contact details before sending any formal correspondence. If no physical address is listed, contact them through the in-game support or email link first to request their legal address for formal disputes.

Final summary and next steps

Cancelling Double Jump and securing a refund is straightforward if you follow the right process and act quickly. Start with the platform where you made your purchase-Steam or Apple-and submit your refund request before the window closes. Be honest about your reason, stay patient while they review your claim, and document everything. If they deny you unfairly, escalate to a formal letter to the developer, then to your bank if needed. Your consumer rights in Canada are strong; you have multiple levers to pull, and most platforms honour valid refund requests the first time.

Stopee has helped thousands of consumers cancel digital purchases and recover their money by offering clear, step-by-step guidance and connecting them with the right escalation paths. Whether you are dealing with Double Jump, another game, or an in-app purchase you regret, our guides and tools empower you to act confidently. Visit Stopee.com to explore more cancellation guides, track your refund status, and access templates for formal complaint letters. Your money is yours to protect, and Stopee is here to help you do it.