Recently I got a complaint (and almost a threat) from someone claiming I need to refund them due to a halt of further content updates in my game (the passes and developer products aren’t affected by this, and they can still be used to interact with things that already exist in the experience). This was announced back in September of 2023, and I made it clear the final content update was coming soon (Ended up releasing it in December of 2023). This person tells me to either update my game or refund him/her. Am I obligated to refund this person? I haven’t found too many answers online, and I’m not sure if Roblox’s TOS is clear on giving refunds to people who ask for it.
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No you are not obligated to refund them. They optionally paid for the gamepass, they can try whatever they want but ultimately they are out of luck on this.
They can’t even charge Roblox back due to the ToS
Chargeback Policy. If you notice charges on your credit/debit card, PayPal, or Google Play account that you did not authorize, please contact Roblox Support before disputing any charges directly with your payment processor. Once a charge has been disputed with your payment processor, Roblox cannot issue a refund due to prohibitions under the payment provider’s dispute process. Roblox reserves the right to suspend any Account with unauthorized charges or to restrict an Account’s ability to purchase Robux, engage in Trades, and/or purchase Virtual Content
As far as I can tell there is nothing about gamepasses or developer products regarding refunds. So I would safely assume it is up to the creator if they want to provide some form of refund.
tldr; you are not obligated to refund someone simply because you’re no longer updating your game. enjoy your robux because they aren’t getting it back unless you feel nice.
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They should go through roblox support. It’s not your responsibility to refund them.
Support might refund, but probably not. If they refund without issues, many would ask for refunds after trying out a gamepass.
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Absolutely not. You arent obliged to refund them.
You told them that support for the game was ending, its YOUR game you arent forced to update it, thats the freedom of ROBLOX. You gave them PLENTY of notice, as long as their pass still functions, it doesnt matter.
ROBLOX makes it VERY clear that anything the player spends their Robux on is ENTIRELY their fault unless the user is prompted multiple times or harassed into doing such. Buying a gamepass for a game that worked and still does work, then had support end for it is NOT eligible for a refund and even if it was - you wouldn’t be the one expected to pay it forward, that would be ROBLOX support unless you had literally scammed them which you have not.
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Thanks for the info everyone. I will keep in touch with this person and let them know I will not be issuing them a refund.
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