Refund & purchases policy
Last updated: 11 October 2026
1. What you buy
Sprouts are the premium currency of Bistro City. You buy them in packs, either on the shop page of this site or from inside the game; both open the same PayNow payment page. There are six packs, from US$1.99 to US$99.99. You need an account with a confirmed email address to buy.
A pack is a digital item. It is added automatically to the game account you were logged in with as soon as PayNow confirms the payment, normally within a minute.
Every new account starts with 30 free Sprouts, and the game may give out more for free. Free Sprouts were not bought: they have no purchase price and cannot be refunded or exchanged for money.
2. Who takes the payment
Payments are processed by PayNow (paynow.gg), our payment partner and the merchant of record for every purchase. PayNow collects the payment, applies any sales tax or VAT that is due where you live, and sends the receipt. When you pay you also accept PayNow's Terms of Use, User Agreement and Privacy Policy. We never see or store your card details.
3. Prices and currency
Prices are set and shown in US dollars (USD). We do not set prices in any other currency. If your card or account is in another currency, your bank or card issuer converts the amount at its own rate and may add its own fee. We do not control or receive that fee. Tax may be added at checkout. The amount on PayNow's payment page is the amount PayNow charges.
4. Sprouts have no cash value
- Sprouts are a limited licence to use a feature of the game. They are not money and cannot be exchanged for money.
- Sprouts cannot be transferred, sold or gifted to another account, except through features the game itself offers.
- Sprouts and the items bought with them exist only inside the game and only while the game is operated.
5. Refunds
- Something went wrong. If you paid and received nothing, were charged twice, or the purchase went to the wrong account, write to [email protected] with the order ID from your PayNow receipt. We will fix it or refund it.
- Unused Sprouts. You may ask for a refund of a pack within 14 days of buying it if, when we handle your request, your Sprouts balance still holds at least the number of Sprouts that pack added. The game keeps your balance and a history of additions and deductions, but does not mark which Sprouts came from which purchase, so a lower balance means that some of the pack has been used.
- Used Sprouts. A pack that has been used, in whole or in part, is normally not refundable, except where the law where you live says otherwise.
- If we decline or do not answer. You can send your request to PayNow at [email protected] with your order ID, what you bought and when, what went wrong and what we answered. As merchant of record, PayNow may decide refund requests.
- Nothing in this policy limits rights that consumer law gives you and that cannot be excluded.
6. What a refund does to your account
When a purchase is refunded, the Sprouts that purchase added are removed from your balance. If your balance is lower than that, we remove what is there; the balance is never taken below zero. A purchase whose Sprouts could not all be recovered is flagged so that we can review the account.
7. Chargebacks and fraud
Please contact us before disputing a charge with your bank; we can usually solve the problem faster. If a payment is charged back or turns out to be fraudulent, the Sprouts are removed in the same way, the account is flagged for review, and it may be limited or closed (see the Terms of Use).
8. Minors
If you are under the age of majority where you live, you need the permission of a parent or guardian to make a purchase. Parents who find a purchase made without permission can write to us and we will look at it together with PayNow.