Parent's Guide

Dear Parents, at Poki we care about creating a safe environment for children. We believe that a child should be able to discover, play, learn and have fun without being confronted with inappropriate content or messaging. We take this very seriously and understand that you do too. Therefore, we have created this guide in order to answer some of the questions you might have about Poki’s web portal and games.

1) About Poki’s web portal

You might have some questions about Poki.com, Poki’s web portal. Is it a safe environment for my child? Can my child purchase things on Poki without me knowing about it? Are there any privacy-issues I should be worried about? These are all valid concerns and we aim to answer all your questions.

1a) Do the games on Poki’s web portal cost money?
No. None of our games require further payment or in-game transactions. Although MMO-games offer the option to enhance the game experience by doing in-game transactions. You can recognise these games by the red MMO-tag. Please refer to question ‘e’ for more information about our MMO offerings.

1b) How does Poki earn money?
Poki earns money by showing advertisements from companies like Disney, Mattel and Lego. Advertisements allow us to offer great content available for free. There’s no catch and no hidden paywalls to limit you or your child from playing games on Poki’s web portal.

1c) What can I do if I see an inappropriate ad?
We do our very best to ban any inappropriate ads from being displayed on our portal immediately. In case you or your child encounters an ad, which you believe to be inappropriate in nature, please send us an e-mail at support@poki.com. In your e-mail, please include any specific details that might be useful, like what happened and when, the game or web page involved and relevant screenshots.

1d) Can my child chat with other users on Poki’s web portal?
The Poki web portal does not have a user login or chat system. A couple of games, including MMO-games, might have chat systems in place that allow players to communicate with each other. Security measures made to moderate these chat systems are put in place by the developers or publishers of these games. For more about MMO-games, please refer to question ‘e’.

1e) Can you tell me something about the MMO-games on Poki’s web portal?
MMO-games, or Massively Multiplayer Online, are games that allow players to play with each other through the internet, in the same instance or virtual environment. These games are made and hosted by third parties. Some MMO-games offer the option to enhance the game-experience by buying items to use in the respective games. Poki does not process payments for in-game purchases, or have access to any of your payment or billing information. The transactions are processed by the respective developer or publisher, who hosts their MMO-game on the Poki web portal.

If you encounter any issues with MMO-games, don’t hesitate to get in touch with the developers and publishers of these games. Contact information and support pages can be found on their respective websites.

1f) What personal data is collected through the portal?
Our web portals do not save or require any data that can lead back to any individual person. Please see our Privacy Policy for more information about data.

2) About Poki’s games

Poki also develops and publishes games for web browsers and for mobile devices. Web games can be reached through Poki’s web portal, in your web browser on smartphones, tablets and PC’s. Mobile games are available through Google Play and the Apple App Store for Android- and iOS-devices respectively.

All web-games are free. Poki’s mobile games sometimes offer in-game transactions that enhance the gameplay experience.

2a) Who processes in-app purchases in Poki’s mobile games?
Poki doesn’t process payments for in-app purchases, or have access to any of your billing information. The transaction process is controlled by Apple (for iOS devices) or Google (for Android devices). Receipts for these transactions are e-mailed to you by Apple or Google after each purchase, to the e-mail address associated with you App Store or Google Play account. Please note that any post-purchase processes are controlled by Apple or Google and are subject to change by them.

2b) I’ve seen other sites that offer me in-game products for Poki’s mobile games. Should I buy from them?
No: beware of any third party sites that promise you enhancements for our games. These sites may collect your personal information, money, or both, and often never deliver the promised in-game products. If you want to make a purchase in one of Poki’s mobile games, the safest way is simply to make the purchase through the game itself on your mobile device.

2c) My child accidentally made an in-app purchase in one of Poki’s mobile games. How do I get a refund?
Items bought through Poki’s mobile games (in-app purchases), are generally non-refundable. In some special occasions there can be exceptions, however. The transaction process is controlled by Apple (for iOS devices) or Google (for Android devices), and both companies have support teams who handle refund requests.

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:
Visit Google support and perform a search, or use the ‘Contact us’ button on the page (English language site only) to reach a Google customer support representative by e-mail or by phone.

2d) I have received a bill for a Poki mobile game purchase I didn’t make. What should I do if I suspect fraudulent activity?
If you or your child have never played one of Poki’s mobile games, but suspect that there’s been fraudulent transaction activity on your account, then you should immediately contact Apple (for iOS device owners) or Google (for Android device owners), who control the transaction process.

2e) Can my child see advertisements in Poki’s games?
Yes: Poki games display advertisements, just like Poki’s web portal. These are made and distributed by third parties and are displayed across our web-games and our mobile games.
We do our very best to block any inappropriate ads from being displayed in our games. In case you or your child encounters ads, which you believe to be inappropriate in nature, please send us an e-mail at support@poki.com. In your e-mail, please include any specific details that might be useful, like what happened and when, the game or web page involved and relevant screenshots.

3) How can I reach you?

If you have any more questions, send us an e-mail at support@poki.com. In your e-mail, please include any specific details that might be useful. We’re here to help!

Thank you for helping us improve our services and games!