Refund Policy

1. When you are entitled to a refund

You are entitled to a refund for an order when:

• the account was not delivered on time. The delivery deadline is 24 hours from payment unless the listing page states a different deadline in hours;
• the account cannot be accessed with the login details delivered to you;
• the account differs materially from the description on the listing page;
• during the warranty period you lose access to the account through no fault of your own — for example, the original owner recovers it.

Instead of a refund we may offer a replacement with an equivalent account. A replacement is made only with your consent: if you decline it, you keep the right to a refund.

2. When no refund is made

No refund or replacement is made, in particular, when:

• you changed your mind, or did not like or cannot use the account, although it was delivered on time, works and matches the description;
• access was lost through your own fault: the login details were shared with other people, the account was resold, or the security steps in section 8 of the Terms were not taken;
• the account was banned or closed by the game's publisher after delivery: you accept that risk when you buy (section 3 of the Terms), and no marketplace can reverse a publisher's decision;
• a mismatch with the description is reported after you changed the account's email, password or linked accounts: from that point it cannot be returned to the seller in the state in which it was sold. This does not affect the warranty — recovery by the original owner stays covered after such changes too.

These exclusions do not limit the rights that the mandatory law of your country of residence gives you.

3. Deadline for filing a claim

• Account not delivered — at any time after the delivery deadline has passed and until the account is delivered. You do not have to write separately: an order not delivered on time is automatically sent for review by a support agent.
• Login details do not work or the account does not match the description — within the inspection window: 72 hours from delivery, as long as you have not confirmed receipt. While the claim is under review, no money is released to the seller.
• Access lost through no fault of your own — within the warranty period: 30 days from the close of the deal, that is, from your confirmation of receipt or from automatic confirmation when the inspection window ends. If you chose the Lifetime warranty at checkout, a claim on this ground has no deadline.

4. How to file a claim

While the deal is open, open the order in your account and press "Open a dispute". After the deal has closed, write to [email protected].

Give the order number and describe briefly what is wrong. A screenshot of the login error speeds up the review.

5. How long the review takes

Claims are reviewed by a support agent. A decision is made within 24 hours of your request and is communicated in the order chat or by email to the address given in the order.

If we need information from you to decide — for example, a screenshot of the login error — we ask for it within the same 24 hours, and the review period starts again from the moment you send it.

6. When the refund is sent

An approved refund is sent within 72 hours of the decision. For a payment in cryptocurrency the period runs from the moment you give us a wallet address for the refund.

How long the money takes to arrive after that depends on your bank or payment system: usually from a few minutes to a few business days. A credit to your RaidCal balance is instant.

7. Where the refund goes

The money is returned to the payment details you paid with:

• bank card — to the same card;
• SBP (the Russian Faster Payments System) — to the account the payment was made from;
• cryptocurrency — in the same cryptocurrency and network, to the wallet address you provide.

If you prefer, the amount can instead be credited to the balance of your RaidCal account — instantly; the balance is applied to your next order automatically. This option is your choice: unless you ask for it, the money goes back to the payment details.

The refund is the full amount paid for the order item, including any options you selected. It is calculated at the exchange rate frozen in the order at the time of payment (section 5 of the Terms). The part paid with bonuses from your balance goes back to the balance as bonuses, and the cashback earned on the purchase is withdrawn.

8. If you disagree with the decision

Reply to the decision in the order chat or by email — we will review it again against the order log.

Before disputing the payment with your bank, write to us: a refund we make reaches you faster than a bank's decision (section 8 of the Terms).