For help with BLOOCK, email hello@ludonstudios.com. You may write in English or Turkish. We will do our best to help with messages in other languages, but a translated document does not mean that live support is available in that language.
1. Describe the problem
Tell us what you were trying to do, what happened, your device model, operating-system and BLOOCK versions, and the approximate time of the problem. A screenshot can help; hide personal information first.
For a purchase issue, include the product name and the Apple or Google order reference. Never send a password, authentication code, complete card number or account recovery key.
2. Accounts, age settings and cloud saves
In this version, players aged 13–17 can use core gameplay and the free wheel, subject to any higher applicable age restriction. Account linking, cloud saves, chosen nicknames, friends, rankings, in-app purchases and advertisements are not available to this age group. We do not currently offer a verified parental-authorisation process to unlock these features. Friends are available only to players whose age answer puts them at 18 or over, who have accepted the current Terms of Use and who can use the Game's online features; they are not available to players aged 13–17, to a player whose age is not known or to anyone under 13. These are the features currently offered, not a statement that the law universally prohibits young players from using online services. Any future access will depend on the particular feature, applicable law, appropriate safeguards and any permission actually required; it will be explained before that feature becomes available. Do not enter a false age to bypass a restriction.
If you are signed in with Apple or Google and cloud save is available to you, your game is saved to your account. Signing in after reinstalling the Game or on another device brings back the game saved for your account. If one copy of your game already contains all the progress of the other, the Game keeps that copy automatically and does not replace a copy that is further along. If the two copies have each moved on separately, both are shown and you choose which to keep; nothing is replaced until you choose, and the other copy stays on this device. If you cannot identify the correct game, stop and contact us before replacing either one. From this version, a game played as a guest is not saved to our server and is kept only on this device, so reinstalling the Game or clearing its data deletes it. A copy that an earlier version saved for a guest is not used by the Game, and is kept and deleted as the Privacy Policy describes.
A player ID can help locate a record, but it is not a password and does not by itself prove ownership. Sensitive changes, recovery and data requests may require proportionate additional verification. We cannot guarantee recovery when there is no recoverable save or secure way to establish authority over a profile.
3. Purchases, missing items and restoration
Apple or Google processes payment. We investigate missing content using the store transaction and our delivery records. If an order is pending, wait for the store's confirmation; do not repeatedly buy the same item to resolve a delivery problem. If a charge appears without delivery, keep the receipt and contact us.
Use Restore Purchases for supported restorable items. Permanent themes and frames in Silver, Gold and Diamond bundles can be restored when the original purchase is verified and the platform supports restoration. Restoration does not award the bundle's one-time currency bonus again. An active Instant Rewards Pass restores only its remaining term, where supported; it does not restart a new 60-day period. Spent currency is not restored as a new purchase. A verified purchase or bonus that was never delivered will be investigated separately.
Refund requests can usually be started through the store:
Contact us as well if you need assistance or a remedy from us. Store procedures do not replace or limit your statutory consumer rights.
4. Privacy and deletion
Use Profile → Privacy & Data in the Game or the data requests page to request access, correction or deletion. You can also email us without reinstalling the Game. We may need to verify your identity or authority before disclosing or deleting information. See the Privacy Policy.
5. Names, friends, scores and safety
Use the report or block control shown with a player's name, where available: in a friend or request row, on a friend's card or in competition standings. Blocked players are listed in Privacy & Data, where you can undo a block. If your friend code has reached someone you do not want to hear from, get a new code on the Friends page; the old code stops working at once. You may also email us with the subject BLOOCK community report. Include the displayed name, where it appeared, the approximate time and the reason for your report. Do not include another person's private account information.
For a decision affecting your own name, score or access, use the appeal option or email us with the subject BLOOCK appeal. Reports and appeals are handled under the Community Guidelines. This support service is not an emergency service; contact local emergency services for an immediate threat to someone's safety.
6. Publisher
A natural person based in Türkiye operates BLOOCK under the Ludon Studios brand. Ludon Studios is not a separate legal entity.
Address: No postal address is published; the publisher can be reached by email at hello@ludonstudios.com
Email: hello@ludonstudios.com