Refund Policy

General Policy

After a top-up order is successfully paid and the product is delivered to the game account, the order is generally not refundable unless required by Hong Kong law or confirmed as an eligible service error.

Special Circumstances

A refund or replacement may be considered only after our support team verifies the issue and confirms that the purchased vouchers, bonuses, or items have not been used, consumed, transferred, or otherwise spent. Eligible special circumstances may include:

• A billing or payment system error caused an incorrect charge, duplicate charge, or wrong payment amount.
• Payment was successfully completed, but the purchased vouchers or eligible items were not delivered to the game account because of a verified technical error.
• A transaction was confirmed as unauthorized or fraudulent after review with the payment provider and any required account verification.
• Hong Kong law, a payment provider decision, or a competent authority requires a refund.

Non-Refundable Items

Used vouchers, consumed items, delivered bonuses, promotional rewards, and products delivered to the role information submitted by the user are generally not eligible for refund.

Failed or Duplicate Payment

If payment was charged but delivery failed, or if a duplicate payment occurred, please contact customer support with the order number and payment proof. We will verify the record and provide delivery correction or refund handling when eligible.

Incorrect Role Information

Orders delivered according to incorrect role or server information entered by the user may not be refundable. Please carefully confirm the role ID and server before payment.

Processing Time

Approved refunds are processed through the original payment channel when possible. The actual time for funds to return depends on the payment provider, bank, card issuer, or wallet service.

How to Request Help

For refund or delivery questions, please contact us within 30 days of the payment date and provide your role ID, server, order number, payment time, payment amount, and screenshots or receipts that help verify the issue.