1. Contact Support
Email hello@ostoya.games with KOŁO Support in the subject line.
Include the platform, device model, operating-system version, what you expected, what happened and the steps that reproduce the issue. For a purchase problem, include the product name and approximate purchase time, but do not send card details, a store-account password or a complete receipt containing unnecessary information.
Send a support request
Support is available in English or Polish.
2. Quick Troubleshooting
No sound or haptics
Check KOŁO Settings, silent mode, volume, Focus settings and system haptic settings. Fully close and reopen the app after changing an audio route.
A score or setting did not persist
Close and reopen the app once. KOŁO has no game account or cloud recovery system for ordinary local progress.
The age setting needs correction
Open Settings → Privacy & Age, adjust the selector and save. The exact age is not retained; only the resulting band and source are stored. Changing from 18+ to a protected band must stop eligible advertising and Analytics.
The game does not launch correctly
Restart the device, confirm that storage is available and update the operating system where practical. Reinstall only after noting that local progress may be removed.
3. Remove Ads Purchase and Restoration
Where available to an eligible adult, Remove Ads is a one-time, non-consumable entitlement processed by the applicable Platform Store. It removes all third-party advertising displayed inside KOŁO on that platform.
Apple
- Confirm that the App Store purchase completed and is not pending.
- Close and reopen KOŁO.
- Open KOŁO Settings and use Restore Purchases.
- Confirm that the device uses the Apple Account that made the purchase.
- Retry with a stable connection if the App Store cannot be reached.
Android / Google Play
- Confirm that Google Play reports the purchase as completed rather than pending.
- Confirm that Google Play uses the Google Account that owns the purchase.
- Close and reopen KOŁO.
- Use Restore Purchases or the equivalent entitlement-refresh action.
- Retry with a stable connection if Google Play cannot be reached.
Restoration recovers Remove Ads only. It does not restore local scores, settings or run history. Apple and Google Play purchases do not transfer between ecosystems.
4. Pending, Failed or Missing Purchases
A transaction can remain pending because of family or parental approval, payment verification, account restrictions, network conditions or store-service status. KOŁO does not unlock Remove Ads until the applicable store reports a valid completed and verified purchase.
On Apple, Ask to Buy or payment approval can delay completion. On Android, delayed payment methods can leave a purchase pending until it changes to purchased and is processed correctly.
If the Platform Store shows a completed charge but KOŁO cannot restore the entitlement, contact us with the platform, approximate transaction date and only the non-sensitive information needed to identify the issue.
5. Refunds and Purchase History
Apple
Apple processes App Store refunds and purchase history. Use Apple’s Report a Problem service for an eligible App Store refund request.
Google Play
Use Google Play’s refund workflow for Android purchases. Depending on the purchase, time elapsed and location, Google may direct you to the developer for support.
A refund, cancellation, reversal or revocation may remove Remove Ads. Mandatory consumer rights remain unaffected.
6. Privacy, Age and Local Data
KOŁO has no game account. Scores, settings, age-band choices and compliance records are stored locally. The exact age selected is not retained.
No advertising, Google UMP, Firebase Analytics or ATT request is permitted before age is known. Players under 18 receive no advertising, advertising Analytics or cross-app tracking. Eligible adults remain subject to consent and platform-permission choices.
Deleting the app generally removes local data, subject to operating-system behaviour and backups. Purchase records are controlled by the Platform Store and may remain available so a valid entitlement can be verified or restored.
7. Accessibility
KOŁO includes settings intended to support different play preferences. The exact system haptic, vibration, sound and accessibility behaviour may vary between supported devices.
Send accessibility feedback by email and include the platform, assistive technology or setting used and the exact screen where the problem occurs.
8. Advertising, Ad Choices and Support
KOŁO’s initial advertising plan is limited to Google AdMob interstitials for eligible adults. Players under 18 receive no ads. Eligible interstitials appear only after a completed run, never during gameplay, and are subject to the initial frequency limits described in the Terms.
Ad Choices
When Google UMP requires a privacy-options entry point, open KOŁO Settings → Ad Choices to review or change the available consent choices. On Apple devices, tracking permission can also be changed in iOS Settings. Refusing consent or ATT does not block gameplay.
Ad support
To report an inappropriate or age-inappropriate advertisement, open KOŁO Settings → Support or email hello@ostoya.games.
Include the approximate date and time, the screen where the ad appeared, why it was inappropriate and a screenshot if one is safely available. Do not tap the advertisement just to gather information. Do not send an advertising identifier, payment data, a store-account password or information about another person.
Why an adult may see an ad
Ad eligibility is based on the adult age band, Remove Ads ownership, consent status, platform permissions, run count, elapsed time and whether an interstitial was already loaded at a natural break. Personalised advertising is permitted only where the required consent and, on Apple, ATT permission allow it.
9. Legal Documents
Privacy Policy
Terms of Service
Impressum
Japanese Commercial Disclosure