Parent's Guide

PARENT'S GUIDE

Thank you for playing Diregriff games! We hope you enjoy them as much as we do making them.

WHERE ARE DIREGRIFF GAMES AVAILABLE?

Our games are globally available for free on iOS or Android phones and tablets. To start playing one of our games, the game's app has to be downloaded to the device via the Play Store (Android) or App Store (Apple). So far, we've launched one game: Wizarding Heroes.

WHAT ARE THE AGE LIMITS FOR DIREGRIFF GAMES?

Our games do not have general age limits. However, users of our games should observe that, under our Terms of Service, users under the legal age of majority in the country of their residence require their legal guardian’s approval of our Terms of Service before registering their account.

Please note: When you download our games from 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.) according to the respective rating body responsible for such ratings. As these ratings are done independently by a third party without our contribution, they are not necessarily in line with our Terms of Service.

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 or after the first hour or two of playing. We recommend that our players choose a nickname not directly identifiable to the players real-life person to increase security and privacy. You are able to change the username through the in-game settings (open the game, tap on the gear-wheel icon and look for "change name").

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

We'll always ask for your consent when sending direct marketing messages to your mobile device. We don'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 from our Privacy Policy.

HOW DOES CHAT WORK IN DIREGRIFF GAMES?

Some Diregriff games have an in-game chat functionality. Although it only allows text messaging, it is still worth reminding young people about their own digital footprint. Once shared, messages can be copied, re-shared and posted anywhere online.

Team Chat

In some of our games, players can talk to other players by joining a team. Once you join a team, you have access to the team chat functionality and can talk to the members of your team. Teams can be closed, invite-only or open to everyone.

It's a good idea to advise your child that if they are chatting with someone they don't know and are uncomfortable with, they should exit the team/game and speak to you about it. Players can leave a team whenever they want to.

HOW TO REPORT AN ISSUE?

If you need to report any concerns by email, reach us at parents@diregriff.com - including specific details about the player in question (e.g. screenshots of the conversation and or player profile), to help us quickly understand and identify the issue.

ARE DIREGRIFF GAMES FREE TO PLAY?

All Diregriff games are free to download, offering optional "in-app purchases". In-app purchases are never required to play the game, but can be used to enhance certain gameplay elements. In-app purchases vary in price, ranging from $0.99 to $99.99 (without taxes) in U.S. app stores, for example. In-app purchases are paid for with real money, and are always clearly labeled as such. They are accessible "in game", meaning that the options to make a purchase are found within the game itself.

CAN I MANAGE OR TURN OFF IN-APP PURCHASES?

As long as no payment information (e.g. credit card information) is added to your child's device, no purchases can be made. Should you decide to make purchases for your child and for this reason add your payment information to the device, remember to adjust password protection settings, or disable in-app purchases entirely afterwards to avoid unauthorized purchases.

In-app purchase settings are different depending on what sort of device you are using. Find the instructions you need linked below:

Instructions for Apple iOS devices (like iPhone or iPad);
Instructions for Google Android devices (like Samsung Galaxy, OnePlus, HTC, Nexus, etc).

WHO PROCESSES IN-APP PURCHASES?

Diregriff 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. Transaction receipts are emailed to you by Apple or Google after each purchase. Sometimes, purchases may be bundled together if you've bought multiple items, and it might take a few days for you to receive the receipt. These post-purchase processes are subject to change by Apple or Google. Diregriff doesn't offer any billing programs.

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. That's because the 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 (though please note that any post-purchase processes are controlled by Apple or Google and are subject to change by them).

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 your game. It is also recommended to restart the app by fully closing and re-opening it. Sometimes a fresh connection to the servers can trigger the in-app currency to appear.

If it's been 48 hours and still nothing has happened, please contact Apple or Google 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:

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 visit Google support and select the "Refunds & Returns" link, then "Learn about refunds on Google Play" and choose the option that fits you best. Receipts for transactions have been emailed to you by Google after each purchase.

Please note: Receipts for any transactions are emailed to you by Apple or Google soon after each purchase. However, purchases may be bundled together if you've bought multiple items and might take longer. These post-purchase processes are subject to change by Apple or Google. Diregriff doesn't offer any billing programs.

WHERE DO I FIND MY PURCHASE HISTORY?

To review your purchase history, please check the guides below:

Android:

Enter payments.google.com, then log in with your desired Google account;
Select "Transactions" to display your Play Store order history;
Choose an individual entry to view its corresponding receipt.

iOS:

Open iTunes on your computer;
Select your username (this should be your e-mail address), and choose "Account";
Scroll down to "Purchase History", and choose "See All".

I’VE SEEN ANOTHER SITE THAT OFFERS IN-GAME PRODUCTS FOR DIREGRIFF GAMES. CAN I BUY FROM THEM?

If you want to make an in-app purchase, the only way is to buy through the game itself on your mobile device. Beware of any third party sites that promise you enhancements for our games (like “free gems” websites, etc). These sites may collect your personal information, money, or both, and often never deliver the promised in-game products. Selling, redeeming or trading virtual in-game currency is otherwise not allowed by our Terms of Service.

Important: As with anything related to the Internet, always keep your passwords to yourself and consider changing them on a regular basis. Diregriff will never ask you for your game account password(s) or credit card information.

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 anyone else who has access to your device have played one of our games, but you have been billed for a purchase(s) 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 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:

Please visit Google support and select the "Refunds & Returns" link, then "Learn about refunds on Google Play" and choose the option that fits you best. Receipts for transactions have been emailed to you by Google after each purchase.

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

HOW CAN I CONTACT DIREGRIFF?

Like we said, we’re here to help! If you have any more questions, there are several ways you can contact us!

Can I Call Diregriff?

We don't offer support via phone but you are able to reach us via email.

Contact Via Email

You can send us an email at parents@diregriff.com. In your email, be sure to include any specific details that might be useful, like what happened and when, possible transaction ID receipts, relevant screenshots, etc.

Where Is Diregriff Located?

Diregriff's Headquarters is in Vancouver, BC, Canada.

SAFETY CHECKLIST

Diregriff's games are made to be enjoyed. They can be a great way to destress and take a break. If you feel as though your child isn't having much fun with the games, then don't be afraid to speak to them about it. Below is a list of things that are worth discussing with your child.

Have A Conversation With Your Child About Gaming

Talk about your child's gaming habits. Encourage them to speak to you about anything that upsets them.

Familiarize Yourself With The Game And Its Reporting Options

We recommend showing interest and even playing the game with your child at regular intervals. Go through in-game tutorials and game guides together in order to make sure you both understand how the game works.

Check Your Child's Username

Make sure your child's in-game nickname is not their real name. You might also want to check if their nickname is inappropriate.

Check In-app Purchase Settings

Get familiar with ways to restrict or turn off in-app purchases on your child's device.

Carefully discuss the dangers of talking to strangers online. They should develop a healthy skepticism of who they're talking to and about what. Key things they should NOT share include: gender, age, location, ethnicity, religion, sexuality, height, hobbies.