1. After-Sales Application Period

If you encounter any issues while using our service, you may contact us within 14 days of order completion to request after-sales support. When you reach out, kindly describe the specific situation or problem you're facing — this helps us assist you faster.

Please note that the 14-day window is the application period, and it does not mean a 14-day no-questions-asked refund guarantee. We will handle each case carefully based on the delivery status of the product, the specific cause of the issue, and the relevant terms of this policy.

If you submit a request after 14 days, we may not be able to process it. We appreciate your understanding.

2. Haven't Received Your Item Yet?

2.1 Order Hasn't Started Processing

After you place and pay for an order, whether the order has entered the delivery process is determined by the actual processing status in our system. You can always contact customer support to check.

2.2 More Than 72 Hours and Still Not Delivered

If your item still hasn't been delivered after 72 hours from the time you placed and paid for the order, don't worry — you can choose any of the following options:

• Wait a little longer: We'll prioritize your order and complete delivery as soon as possible;
• Switch to another option: We can help you exchange it for another product or service of equal value;
• Cancel and get a refund: We'll cancel your order and issue a full refund.

3. Issues With Your Delivered Item?

If you notice any problems with your delivered item after the order is complete, please contact our customer support within the after-sales application period. Kindly provide your order number, your account information, and relevant screenshots, and we'll verify and resolve the issue as quickly as possible:

4. Accidentally Paid Twice?

If a system or payment error causes you to be charged twice for the same order, please contact us as soon as you notice it and provide your payment receipt. Once we confirm the duplicate charge, we'll refund the extra payment in full.

5. Situations Where Refunds May Not Be Available

To ensure smooth delivery and help us serve you better, please take note of the following:

5.1 Entered Incorrect Information When Ordering

If you filled in incorrect account details, ID, server/region, email, or other information when placing your order, before the item is delivered, please contact support right away — we'll do our best to help you correct it.

If the item has already been delivered to the information you provided, we generally won't be able to issue a refund. We understand this can be frustrating, and we'll try to help within our means to find a solution, but we can't guarantee the loss can be fully recovered. We hope you understand.

5.2 Accidentally Ordered the Wrong Item

Before placing an order, we recommend carefully checking the product name, version, specifications, supported platform, and other details to avoid ordering the wrong item.

If you ordered the wrong item for personal reasons and it has already been successfully delivered, we generally won't be able to issue a refund.

If the item hasn't started processing yet, feel free to contact support — we'll see if we can exchange it for another product of equal value.

5.3 Account or Environment Issues

If the product can't be used normally for any of the following reasons, we may not be able to issue a refund:

• Your game account or platform account is banned, frozen, or has other restrictions;
• Network or regional limitations in your location prevent usage;
• Your device, system, or network environment doesn't meet the product's requirements;
• Any other issue caused by factors unrelated to the platform or the product itself.

Don't worry if this happens — we can still offer usage tips or technical guidance within our capabilities to help you find a workaround.

5.4 We're Temporarily Unable to Reach You

For some products, delivery requires you to provide certain account information or complete a verification step.

If our support team has tried to contact you multiple times within 48 hours to request missing information and hasn't heard back, we may need to put the order on hold or cancel it.

If we cancel the order, the refund amount will be determined based on the actual processing status of the order. If non-reversible costs have already been incurred, that portion may not be refundable. We appreciate your understanding.

6. Refund Policy for Delivered Items

6.1 Why No-Reason Refunds Aren't Available

Digital goods are virtual products — once delivered, they can be copied and used, and can't be "returned" the way physical products can. For this reason, we generally don't offer no-reason refunds for products that have been successfully delivered and match their description. We appreciate your understanding.

6.2 Items That Have Already Been Used

The following situations are also generally not eligible for refunds:

• Items that have already been redeemed, activated, or recharged to your account;
• Items that have already been transferred, consumed, or partially used;
• Services that have already been used and cannot be restored to their original state.

6.3 Special Cases We'll Take Care Of

In the following situations, even if the product has already been delivered, we'll handle it based on the actual circumstances:

1. It was our mistake: For example, if we sent the wrong item, made a delivery error, or the product can't be used normally due to our operational error or system failure;
2. What you received is completely different from your order: The actual product or service doesn't match the order description, and the issue can't be resolved through replacement or re-delivery.

7. Refund Policy for Special Products & Services

Please note that the following categories have some special refund rules:

• Gift Cards & Prepaid Products: In addition to the general rules in this policy, gift cards, stored-value cards, and point cards are also subject to the terms and conditions of the card issuer or issuing institution. If there's any inconsistency, the issuer's terms will prevail. Gift cards or prepaid cards that have already been activated, recharged, or used are generally not eligible for refunds.
• Boosting / Leveling Services: You can request cancellation and a full refund before the service starts. If the service has started but isn't complete yet, you can request to end it early — we'll deduct the fee for the completed portion and refund the rest. Once the service is finished and the goal is achieved, refunds are generally not available. If you have concerns about the results, please contact support promptly.
• Account Products: You can request cancellation and a full refund before account information is delivered. Once account credentials (passwords, etc.) have been delivered, refunds are generally not available. If the delivered account has serious issues (such as being banned, or significantly not matching the description), please contact us right away — after verification, we'll arrange a replacement or discuss a refund.
• Co-Play / Gaming Companion Services: You can request cancellation and a full refund before the service starts (if the co-play player has already reserved time for you, a small reservation fee may apply). If you end the service early while it's in progress, the fee for completed hours/sessions won't be refunded, but unused portions can be refunded. Once the service is complete, refunds are generally not available. If you're not satisfied, feel free to reach out to our support team for feedback and assistance.

8. How Refunds Work & When You'll Get Your Money Back

8.1 Refund Method

Refunds are only issued back to the original payment method — that is, returned to the same account you used to pay for the order.

To protect the security of your funds, refunds are always sent back to the original payment account. We don't support sending refunds to other accounts or converting them into platform balance.

8.2 Refund Timeline

Once your refund request is approved, we'll process it as quickly as possible.

After the refund is initiated, it typically takes 3–14 business days to arrive. The exact timing depends on your payment provider or bank's processing schedule.

If you haven't received the refund after 14 business days, feel free to contact our support team and we'll help you look into it.

9. How to Contact Us for After-Sales Support

If you need to request a refund or have any after-sales questions, we're here to help. You can reach us through:

• Live Chat: The chat window in the bottom-right corner of the website (available 24/7)
• Official Email: [email protected]

To help us resolve your issue faster, please have the following information ready:

1. Your order number;
2. A description of the issue you're experiencing;
3. Relevant screenshots or proof (such as payment receipts, error messages, etc.).

Rest assured, we'll verify and handle your request as soon as we receive it.