Refund Policy

1. Overview

At Games Market we want every transaction to leave the buyer satisfied. This Refund Policy explains when you are entitled to a refund, how to request one, and how we handle disputes. It supplements — and forms part of — our Terms of Service.

2. Eligibility for Refund

You are entitled to a refund — either a replacement or your money back — in the following situations:

• Order not delivered. Your item has not been delivered within 72 hours of payment confirmation, despite no error on your part.
• Wrong item delivered. The product you received does not match the listing (wrong server, wrong region, wrong currency amount, missing items, etc.).
• Product fails on first use. An account login fails the first time, a top-up code is invalid, a gift card has already been redeemed, or similar defects directly attributable to the seller.
• Duplicate charge. You were charged more than once for the same order due to a payment-gateway error.
• Order cancelled before delivery. You requested cancellation in writing before the seller marked the order as delivered.

3. Non-Refundable Cases

We cannot issue refunds in any of the following circumstances:

• The item was delivered correctly and matches the listing in every respect ("buyer's remorse").
• You provided incorrect delivery information (wrong email, wrong player ID, wrong server) and the order was delivered to the data you supplied.
• You changed the credentials of an account after delivery, and the original credentials are therefore unverifiable.
• The publisher of the underlying game has banned, suspended, or restricted your account due to your own subsequent activity (cheating, ToS violations, RMT, etc.). Note that publisher-bans not caused by your activity are reviewed on a case-by-case basis.
• You waited more than 14 days after delivery to report the issue.
• The order was paid via a method that, by its nature, is irreversible (e.g. crypto), and the dispute is opened more than 14 days after payment without prior contact.
• Suspected chargeback fraud or other abusive behaviour.

4. How to Request a Refund

Please follow this process — we resolve fastest when you do:

1. Open a support ticket at /dashboard/support.php within 14 days of delivery.
2. Include your order ID, the email used at checkout, and a clear explanation of the problem.
3. Attach evidence: screenshots of error messages, login attempts, delivery emails, transaction hashes, etc. The more evidence you provide, the faster the review.
4. Allow our support team up to 48 working hours to investigate. We may contact the seller in parallel.
5. If your request is approved, the refund will be initiated within 3 business days. Please allow additional time for the funds to arrive depending on the original payment method.

5. Processing Times by Payment Method

Once a refund is approved, the following typical processing windows apply (counted from approval, not from request):

• Bank transfer (SEPA / IBAN): 1 – 5 business days
• Wise / Revolut: Usually within 24 hours
• Cryptocurrency (BTC / ETH / USDT): Returned to the original wallet within 24 hours; on-chain confirmations apply
• Account balance / store credit: Instant

6. Partial Refunds

In some circumstances we may offer a partial refund — typically when only part of an order is defective, or when a working item has a minor discrepancy from the listing (e.g. small difference in level, in-game currency, or item quantity). The exact amount is determined by our support team based on the impact on the buyer's use of the product.

7. Store Credit

You may opt to receive your refund as store credit instead of a return to the original payment method. Store credit is added to your account balance instantly and can be used for any future purchase, including future top-ups.

8. Chargebacks & Payment Disputes

If you have a problem with an order, please contact us before opening a chargeback or payment dispute with your bank or crypto provider. Direct contact is almost always the fastest path to resolution.

Filing a chargeback or payment dispute without first contacting us — or after we have already issued a refund — may result in:

• Permanent suspension of your Games Market account;
• Forfeiture of any pending balance;
• Legal recovery of the disputed amount, plus chargeback fees, where applicable.

9. Seller-Side Refunds

For products listed by third-party sellers on the marketplace, the platform mediates the dispute under our Buyer Protection Policy. The seller may be required to provide additional proof of delivery; if they fail to do so within the response window, the refund is issued from their pending payout.

10. EU/EEA Cooling-Off Period

Under EU Directive 2011/83/EU (Consumer Rights Directive), digital content delivered immediately is exempt from the standard 14-day right of withdrawal once delivery has begun, provided the consumer has expressly agreed to such delivery and acknowledged the loss of the right of withdrawal at checkout. By placing an order, you provide that consent and acknowledgment.

For undelivered orders, the standard 14-day right of withdrawal applies and you may cancel for any reason at no cost.

11. Changes to this Policy

We may update this Refund Policy from time to time. The "Last updated" date at the top of the page reflects the most recent version. Material changes will be communicated via email or a banner on the Platform at least 14 days before they take effect.

12. Contact

Questions or refund requests? Reach us via:

• Support tickets (recommended): /dashboard/support.php
• Public contact form: /contact.php
• Email: support@games-market.com

© 2026 Games Market. This Refund Policy is part of our Terms of Service.