Refund Policy

7 business days

Submit commercial refund requests within the first 7 business days from product delivery. Business days are Monday through Friday, excluding weekends and official public holidays. Requests outside this commercial window are not covered by this policy; statutory rights remain unaffected.

The first request date is recorded. Waiting for support or an agreed second attempt does not invalidate a request submitted on time.

Cases outside the commercial refund scope

Game account bans

An in-game account ban alone is not grounds for a commercial refund. Game account use and related sanctions are the user’s responsibility. Support can review service access, but cannot guarantee that a game ban will be lifted.

Temporary service interruptions

During a temporary interruption or update, users should follow service notices and wait for the announced resolution. A temporary interruption alone does not automatically qualify for a commercial refund. Confirmed general defects and mandatory consumer remedies are assessed separately.

Installation or usage errors

Issues caused by skipping instructions, incorrect installation or incorrect use are outside the commercial refund scope when the cause is confirmed to be user error.

Technical review before a decision

Report the issue to support and allow the team to investigate and, where appropriate, complete a second installation or test. You may submit your request immediately; the commercial refund decision follows the review. This does not delay or restrict statutory rights.

Cases eligible for a refund

Confirmed general software defect

If the same product error affects all users and is confirmed by support, it is treated as a general software defect and qualifies for a refund. Applicable statutory remedies remain available.

Unsuccessful second attempt

If the software does not work as described, the seller may make a second installation or test attempt with the user’s cooperation. If that attempt also fails because of a product issue, the amount paid for the affected product is refunded in full, subject to applicable law.

Refund process

1. First installation and test

   Install and test the product using the supplied instructions.

2. Report the issue

   Contact support through a ticket. Include your order ID, product, delivery date, system details and the error message. Never share your password or full payment card details.

3. Second attempt

   Support reviews the cause and arranges a second installation or test where appropriate.

4. Full refund

   If the second attempt also fails because of a product issue, the affected product payment is refunded in full. The outcome and payment details are communicated through your support ticket.

User responsibilities

System compatibility

Check the published system requirements before buying. Failure to meet clearly disclosed requirements, or changing to an unsupported system, is the user’s responsibility and is outside the commercial refund scope.

Accurate information and cooperation

Provide accurate issue details and follow the support instructions. A refund refusal must state the verified reason, such as user error or unmet published requirements. Merely using the service does not waive statutory rights.