Stadia return policy

(European Economic Area and the UK)

Get a refund on Stadia in EEA countries and the UK

Note: These policies below apply only to users located in the European Economic Area and the UK.

Google may give refunds for some Stadia purchases, depending on this refund policy.

There are two ways to request a refund on Stadia

Please check your refund eligibility below. You can request a refund by following these options:

Option 1: Request a refund in the Stadia app (on mobile or web)

  1. Tap Profile
  2. Tap Purchases
  3. Under Transaction history, tap on the item for which you would like to request a refund
  4. Tap Request Refund

If the Request Refund button is not present, then the item that you purchased is not eligible for a refund. If you believe that the item should be refunded, please contact Customer Support by visiting support.google.com/stadia.

You may also request a refund from Google Play for purchases made on your Android phone through Google Play; please see Get a Refund on Google Play.

Option 2: Request a refund by contacting Stadia Customer support at support.google.com/stadia

Stadia refund policies

Refund policies are different depending on what you bought. Google does not give refunds for most Stadia purchases unless they are faulty, do not match their description, or where the law requires that we provide a refund. Circumstances where refunds are available are described below.

Digital content. Under the law, you have an automatic statutory right of withdrawal from contracts for purchases of digital content, such as games, expansions or in-game items. The same applies when you purchase a subscription for digital content within an app. However, when you purchase or subscribe to digital content with Stadia, you agree that the digital content will be available to you immediately, and you acknowledge that, as a result, you waive your automatic statutory right of withdrawal. Therefore, you will not be eligible for a refund (or any alternative remedy), except where digital content is defective, does not match its description, or where Google voluntarily offers refunds, as stated below.

In the case of a subscription for digital content, if you no longer want to subscribe, you can cancel your subscription. You will still have access to the subscription until the end of the period for which you have paid.

Digital services. Under the law, you have an automatic statutory right of withdrawal from contracts for the purchase of digital services (such as subscriptions for services, e.g. Stadia Pro subscriptions) for 14 days after you make the purchase. The easiest way to exercise your right of withdrawal is to contact Stadia Customer Support to request a refund. Or, you may write us a letter using the model Withdrawal Form below. After the first 14 days you will not be eligible for a refund (or any alternative remedy), except if the service is defective. However, you can cancel your subscription, and the cancellation will be effective from the start of the next payment period. You will still have access to the subscription until the end of the period for which you have paid.

Voluntary Google Refund for Games

  • You can request a refund within 14 days of your purchase if there is less than 2 hours of play time across all accounts (family and personal). Games may only be returned once, so if you return a purchased game for a refund and subsequently re-purchase it, you will not be entitled to a refund. This voluntary refund only applies to purchased games and not for add-on content or services.
  • If you return a game for a refund it will be removed from your library and you will no longer be able to play it.

Defective Purchases

If your service, game or add-on content is defective or does not match its description you can request a refund at any time. If you return a game or add-on content for a refund, you will no longer be able to access or use it.

Subscriptions

You may cancel a subscription at any time before the end of the applicable billing period, and the cancellation will apply to the next period. For example, if you purchase a monthly subscription, you may cancel that subscription at any time during any month of the subscription, and the subscription will be cancelled as of the following month. If you cancel your Stadia Pro subscription, you will continue to have access to content claimed through Stadia Pro during the remainder of the current billing period. However, your access will terminate at the end of the billing period during which your subscription is cancelled.

For other questions, please see Stadia FAQ.

Removal or Unavailability of Content or Features

Google will aim to keep all previously purchased content available for use and gameplay. You may temporarily lose access to your content due to service disruptions, maintenance of the service, limited server capacity in your area, removal of illegal or infringing content, or issues outside of Google’s reasonable control, and you will not be entitled to any refunds as a result.

If Google otherwise removes access to content that you have purchased, Google may offer you a full or partial refund for purchased games and expansions and, if Google issues you a refund, that refund will be your sole remedy. You will not be entitled to any refund for any other add-on content, such as in-game purchases and virtual currency. You will not be entitled to a refund for the removal of content that is included with a subscription, including games and add-on content included with Stadia Pro.

Free Play Days

If you play a Stadia game as part of a Free Play Days event, your playtime counts towards the two hours maximum playtime allowed before a refund for the game is not allowed.

Hardware

To return Stadia Controller or Chromecast, please see Google Store Returns Policy.

For other questions, please see Stadia FAQ.

Refund timelines

Refunds from Stadia are returned to the payment method used to make the original purchase. Refunds take different amounts of time depending on how you paid.

If your refund is taking longer than expected, check your refund status on your Google Pay account. If the status is 'Refunded', you will see a credit on your form of payment. If the status is 'Cancelled', the order was never charged and so you will not see a credit on your form of payment.

Payment method Estimated refund time
Credit or debit card

3–5 working days

Processing time can be affected by the card issuer and sometimes takes up to 10 working days.

If your credit card is no longer active, refunds will go to the bank that issued your card. Contact the bank to recover funds.

Google Play balance (gift card or credit balance)

1 working day

Refunds appear in your Google Pay account. Occasionally this can take up to 3 working days.

PayPal

3–5 working days

This can sometimes take up to 10 working days. If you're returning the money to a payment method within PayPal (like a linked bank account), contact PayPal for more detailed information.

iDEAL

1–10 working days

Processing time can be affected by your bank, but typically takes between 4 and 10 working days.

my paysafecard 3–5 working days

Withdrawal Form

If you are a user in the European Economic Area and buy a digital service through Google Stadia, you can cancel the purchase within 14 days for a full refund by completing this model withdrawal form and sending it to us.

To:

Google Commerce Limited, c/o Stadia Customer Support, Gordon House, Barrow Street, Dublin 4, Ireland

I hereby give notice that I withdraw from my contract of the following service: [e.g. Stadia Pro Subscription]

Received on:

Name:

Address:

Signature:

Date:

Email:

 

(US and Canada)

Get a refund on Stadia in US and Canada

Google may give refunds for some Stadia purchases, depending on this refund policy.

There are two ways to request a refund on Stadia

Please check your refund eligibility below. You can request a refund by following these options:

Option 1: Request a refund in the Stadia app (on mobile or web)

  1. Tap Profile
  2. Tap Purchases
  3. Under Transaction history, tap on the item you would like to request a refund on
  4. Tap Request Refund

If the Request Refund button is not present, then the item you purchased is not eligible for a refund. If you believe that the item should be refunded please contact Customer Support by visiting support.google.com/stadia.

You may also request a refund from Google Play for purchases made on your Android phone through Google Play, please see Get a Refund on Google Play.

Option 2: Request a refund by contacting Stadia Customer Support at support.google.com/stadia

Stadia refund policies

Refund policies are different depending on what you bought. Google does not give refunds for most Stadia purchases. Circumstances where refunds are available are described below.

Refunds for games

  • You can request a refund within 14 days of your purchase if there is less than 2 hours of play time across all accounts (family and personal). Games may only be returned one time, so if you return a purchased game for a refund and subsequently re-purchase it, you will not be entitled to a refund. This refund is only available for purchased games, and not for add-on content or services.
  • If you return the game for a refund it will be removed from your library and you will no longer be able to play it.

Defective Purchases

If your service, game, or add-on content (e.g. in-game purchase, loot box) is defective, you can request a refund at any time. If you return a game or add-on content for a refund, you will no longer be able to access or use it.

Subscriptions

You may cancel a subscription at any time before the end of the applicable billing period, and the cancellation will apply to the next period. For example, if you purchase a monthly subscription, you may cancel that subscription at any time during any month of the subscription, and the subscription will be cancelled as of the following month. If you cancel your Stadia Pro subscription, you will continue to have access to content claimed through Stadia Pro during the remainder of the current billing period; however, your access will terminate at the end of the billing period during which your subscription is cancelled.

For other questions, please see Stadia FAQ.

Removal or Unavailability of Content or Features

Google will aim to keep all previously purchased content available for use and gameplay. You may temporarily lose access to your content due to service disruptions, maintenance of the service, limited server capacity in your area, removal of illegal or infringing content, or issues outside of Google’s reasonable control, and you will not be entitled to any refunds as a result.

If Google otherwise removes access to content you have purchased, Google may offer you a full or partial refund for purchased games and expansions and, if Google issues you a refund, that refund will be your sole remedy. You will not be entitled to any refund for any other add-on content, such as in-game purchases or virtual currency. You will not be entitled to a refund for the removal of content that is included with a subscription, including games and add-on content included with Stadia Pro.

Free Play Days

If you play a Stadia game as part of a Free Play Days event, your playtime counts towards the two hours maximum playtime allowed before a refund for the game is not allowed.

Hardware

To return Stadia Controller or Chromecast, please see Google Store Returns Policy.

For other questions, please see Stadia FAQ.

Refund timelines

Refunds from Stadia are returned to the payment method used to make the original purchase. Refunds take different amounts of time depending on how you paid.

If your refund is taking longer than expected, check your refund status on your Stadia app.

Payment method Estimated refund time
Credit or debit card

3–5 business days

Processing time can be affected by the card issuer and sometimes takes up to 10 business days.

If your credit card is no longer active, refunds will go to the bank that issued your card. Contact the bank to recover funds.

Google Play balance (gift card or credit balance)

1 business day

Refunds appear in your Google Play account. Occasionally this can take up to 3 business days.

PayPal

3–5 business days

This can sometimes take up to 10 business days. If you're returning the money to a payment method within PayPal (like a linked bank account), contact PayPal for more detailed information.
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