We’re truly sorry that your experience didn’t turn out as magical as we had hoped. Our North Pole elves are here to help! ✨
Use the quick links below to jump to the refund method that matches how you paid:
⚠️ Important Refund Rules [Elegibility]
-
Refunds are only available for purchases that meet the eligibility criteria below:
- The request is made within 14 days of purchase
- The request is submitted before December 20th
- Magic Pass perks or Premium content have not been used or downloaded
(meaning you haven’t created 3 or more videos or video calls, or used 1 call, or downloaded any content) Once a refund is approved, you must stop using the content, delete any copies, and confirm in writing that this has been done.
Refunds are always credited back to the original payment method.
Some refunds may include small deductions for taxes or processing fees, depending on your payment provider.
Our team may ask for feedback to help us improve your future experiences with PNP.
For purchases made directly on our website (credit or debit card)
If you purchased your Magic Pass subscription directly on the Portable North Pole website using a credit or debit card, you can request a refund yourself — no need to contact us!
How to request a refund (website purchases)
- Click Here to sign into your account
- Click Here to go to 'My Account'
- Under Subscription & Billing, click Request Subscription Refund
- If the purchase qualifies, the refund will be processed immediately
Refund for Google Play purchases
If you purchased through the Google Play Store, please:
- Sign in to your PNP account
- Open the main menu → Support & FAQ
- Select Submit a Request
- Include in your request:
• Screenshot of the Google Play invoice
• Transaction ID
• Date of purchase
• Product purchased
⚠️ Please do not send screenshots of your bank statement.
Refund for PayPal purchases
If you purchased through the PayPal, please:
- Sign in to your PNP account
- Open the main menu → Support & FAQ
- Select Submit a Request
- Attach your PayPal invoice containing:
• Transaction ID
• Date of purchase
• Product purchased
⚠️ Please do not send screenshots of your bank statement.
Refund for Apple App Store purchases
Refunds for purchases made through the Apple App Store/ iTunes must be handled directly by Apple. Our elves do not have access to Apple billing systems, as per their guidelines.
You may request a refund from Apple here:
👉 Apple Support
What Happens After You Request a Refund?
Once you submit a refund request (or request it through your PNP account, depending on your purchase method), here’s what to expect:
- Removal of Your Magic Pass or Purchase
As soon as the refund is processed, the Magic Pass, Magic Pass+, Credits or individual purchase will be automatically removed from your PNP account.
This includes access to videos, calls, downloads, and any associated perks.
- Refund Processing Time
Refunds are always returned to the original payment method. Processing times vary depending on your bank or payment provider. Please check directly with your financial institution or app store if you need more specific timing.
🎅 Final note from Santa’s elves
Refunds may be granted when you’re truly not satisfied with your experience — at our reasonable discretion and within the guidelines above.
Please note that forgetting to cancel or unsubscribe from a Magic Pass renewal does not qualify for a refund, as renewals are confirmed at purchase and must be canceled before the renewal date.
We hope this helps — and we’re here to make your experience magical again! 🎁✨