Refund declined for child's unsupervised in-game purchase

This is a user to user support site. The people responding on this support forum are users like you. We have no special access to Apple information or your accounts, so unfortunately all we can do is guide you to the information Apple does provide. In Request a refund for apps or content that you bought from Apple - Apple Support Apple says that, “Some purchases from the App Store, iTunes Store, Apple Books, or other Apple services might be eligible for a refund.” Apple, however, does not detail its criteria for refusing refunds. Below are two sections from the U.S.A. version of Apple Media Services Terms and Conditions - Legal - Apple Media Services - Apple You can see if the terms are different for where you live by clicking on this link Legal - Apple Media Services - Apple then select your location and then your language.

- "All Transactions are final."

Apple's terms of purchase in the USA are, "All Transactions are final," ( Legal - Apple Media Services - Apple section B), but check the terms for your country. Even if Apple does not outright say in a country that sales are final, they may say that refunds are only made to remedy defective or unavailable product. In other cases Apple may make limited refunds solely at their discretion and as an exception. Apple can also simply say no without having to provide a reason. I understand this can be frustrating but by using the service you agree to the terms.

- "From time to time, Apple may suspend or cancel payment or refuse a refund request if we find evidence of fraud, abuse, or unlawful or other manipulative behavior that entitles Apple to a corresponding counterclaim." Remember that Apple has no way of removing a purchase from your device. They have to trust you are being honest when asking for a refund. It may be that certain refund requests might be considered suspicious or excessive.

According to https://reportaproblem.apple.com/static/en-us/privacy.html , Apple uses an automated system to detect fraud. Your request may not have met the automated system’s criteria for a refund. In the article Apple says, “If you disagree with your final decision, contact dpo@apple.com “ However, according to user posts on this web site the result is confusing because you receive an automated response talking about privacy issues, not refunds. In that case:

If it says the decision is final then in my opinion it is pointless contacting Apple. If you still wish to try a telephone or chat method, click here --> Choose your country or region - Official Apple Support Select your country, then a product. If you don't see one that handles your issue then keep experimenting with selections until you reach one that gets you a chat session or a telephone call and get the representative to redirect you.

or:

"See a list of Apple phone numbers around the world." Click here --> Contact Apple Support - Apple Support

Apple’s position appears to be that people need to be proactive about purchases, canceling subscriptions at least 24 hours before trials end, and ensuring that others are not able to make unsanctioned purchases on a user’s account. Note that if you allow—intentionally or not—another person access to purchasing on a device, or through Family Sharing if you are the Organizer, you are taking responsibility for things they do. Apple offers these features to help you avoid this situation:

On your device you can use Screen Time to prevent unintentional or unauthorized purchases from the App Store, in-app, and other Apple services. —> Use Screen Time to turn off in-app purchases on your iPhone or iPad - Apple Support

Also on your device, require a password for App Store and iTunes purchases —> Require a password for purchases in the App Store and other Apple services - Apple Support

Use Screen Time as part of parental controls on your child's iPhone, iPad, and iPod touch —> Use parental controls to manage your child's iPhone or iPad - Apple Support

If a child made this purchase on their device as part of Family Sharing, consider activating Ask To Buy—> Approve what kids buy with Ask to Buy - Apple Support

Use Guided Access to permit a person to only use a single app —>

https://support.apple.com/guide/iphone/use-guided-access-iph7fad0d10/ios

Apple is not here. No one here works for Apple. This is a volunteer tech support forum. No one has access to your account and no one can speak for Apple.

From the experience of others, Apple's decision on refunds is final. No matter the age, the owner is responsible for the security of their own devices and their Apple Account. The children couldn't have bought anything without you having given them access.

You can speak to Apple Support directly and plead your case.

World-wide Apple Support -

Contact Apple Support - Apple Support

Support by phone, email or chat -

https://getsupport.apple.com/

Apple Support by Twitter -

https://twitter.com/AppleSupport

M1 Mac mini, macOS 26.2;  Watch, Series 10 GPS-only, watchOS 26.2; iPhone 16, iOS 26.2.1; TV 4th Gen, tvOS 26.2 HomePods, audioOS 26.2

Allow me to add one more bit of information. As the others mentioned, it is the owner's responsibility to keep the device out of the hands who should not be making purchases. But as a parent and a grandparent, I understand that it can happen. So what I suggest is that you put a password on purchases from the App Store and Apple. This way, any unauthorized person who tries to make a purchase, will have to come to you to ask for the password which you can approve or deny.

Require a password for purchases in the App Store and other Apple services - Apple Support