Parent's Guide

At Poki, we care about creating safe environments 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 which we try to cover what might be your most likely questions about our web portals and games.

If we’ve missed anything, e-mail us 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, possible transaction ID receipts, relevant screenshots, etc.

1) About Poki’s web portals

You might have some questions about Poki. Is this 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 games on the Poki web portals 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 ‘f’ for more information about our MMO offerings.

1b) How does Poki earn money through the portal?
Poki earns money by showing advertisements from companies like Disney, Mattel and many more. Therefore, we can offer all our games for free. There’s no catch and no hidden paywalls to limit you or your child from playing games on Poki’s web portals.

1c) Will my child see advertisements on the Poki web portals?
Yes. We do show advertisements made and distributed by third parties. However, inappropriate ads will be banned from our site immediately.

1d) 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 portals 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, relevant screenshots, etc.

1e) Can my child chat with other users on the Poki web portals?
The Poki web portals do not have a chat system. However, 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 ‘f’.

1f) Can you tell me something about the MMO-games on Poki’s web portals?
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. Poki’s web portals serve as a portal to play these on.
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 portals.

If you encounter any issues with MMO-games on Poki’s web portals, 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. If you still have questions, get in touch with us via 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, relevant screenshots, etc.

1g) 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. However certain games, such as MMO’s, might require a user to enter personal data. For more on MMO’s, please refer to question ‘f’. For more on saving of data, please refer to our Privacy Policy.

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 portals, in your web browser of choice on smartphones, tablets and PC’s. Please refer to chapter 1 for more about Poki’s web portals. Mobile games are available through Google Play and the Apple App Store for Android- and iOS-devices respectively.

All web-games are completely free, and can be played at absolutely no cost. However, 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. Selling, redeeming or trading virtual in-game currency is otherwise not allowed by our Terms of Service

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.

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.

If you have already contacted Apple or Google about suspected fraudulent activity and they’ve sent you to us, please contact us at support@poki.com. Please include specific details like what happened and when, transaction ID receipts, the game or web page involved, relevant screenshots, etc.

2e) Will my child see advertisements in Poki’s games?
Yes: Poki games display advertisements, just like Poki’s web portals. 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, relevant screenshots, etc.

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!