Refund and cancellation policy

You may ask to cancel an order before fulfilment begins. If payment has been confirmed but no code, credentials, link or top-up has been delivered or initiated, we will normally cancel and refund the order. Cancellation may not be possible once fulfilment has started.

• We cannot supply the product you purchased.
• A delivered code is invalid or was already redeemed before delivery.
• The delivered product is materially different from the product, edition, value, platform or region stated in your order.
• A top-up failed and the value was not credited to the correct account details you supplied.
• You were charged more than once for the same order.
• Applicable consumer law requires a refund or another remedy.

• A valid code, account or subscription after it has been revealed, accessed, redeemed, transferred or resold.
• A completed top-up sent to the player ID, server or account details entered at checkout.
• A product purchased for the wrong platform, edition or region when that restriction was displayed before purchase.
• Incompatibility with your device or account where the requirement was shown on the product page.
• Change of mind after digital delivery has begun.
• An account or code disabled because you breached the publisher's or platform's rules after delivery.
• Claims caused by sharing delivery details with another person.

Contact us within 14 days of purchase through the Contact page. Include your Virbaze order number, the affected item, a clear description of the problem, and screenshots or video showing the complete error message and relevant account or region details.

Do not post a code or password publicly. We may request reasonable additional information needed to verify activation history, payment ownership or the destination of a top-up.

We aim to acknowledge a complete claim within 48 hours. Complex cases can take longer when we must verify a code with a supplier, publisher, platform or payment provider. We will keep you informed and may offer troubleshooting, a replacement or a refund depending on the result.

You must cooperate with reasonable verification steps and avoid redeeming, transferring or reselling the product while the review is open. Missing or altered evidence can delay or prevent a decision.

Money deposited into a Virbaze account, including wallet or account balance, cannot be withdrawn, transferred, or refunded outside Virbaze. Any approved return of deposited funds is credited only to the same user's Virbaze account balance and may be used for future purchases on the site.

Refunds for a specific purchase may also be issued as Virbaze account balance. Where applicable law requires a refund to the original payment method, that legal requirement will apply. Payment-provider processing times are outside our control.

If only part of an order is affected, the remedy will normally apply to that item only. For bundles or promotions, any refund may reflect the price actually paid and the value of items already delivered or retained, where permitted by law.

If you see a duplicate or unrecognised charge, contact us promptly before starting a chargeback so we can investigate. This does not remove your right to contact your payment provider. Knowingly filing a false chargeback or claiming non-delivery after receiving a product may lead to account restriction and recovery of resulting costs where permitted by law.

This policy does not exclude or limit any refund, replacement or other remedy that cannot be excluded under applicable consumer law. Where a mandatory legal right provides greater protection than this policy, that right applies.

Depending on the issue, an approved remedy may be troubleshooting, completion of the original delivery, a replacement product, account credit, a partial refund or a full refund. We may choose the remedy that reasonably corrects the verified issue, subject to mandatory consumer law.

A refund is not complete until its status is confirmed. If a refund must return through a payment provider, the time for it to appear depends on that provider and the customer's financial institution.

We may reject a claim supported by altered evidence, a false account of delivery, deliberate region misuse, resale after delivery or an attempt to obtain both the product and a refund. Serious abuse may lead to account restriction and referral of relevant records to the payment provider or lawful authorities.

Use our Contact page for cancellation or refund requests. Our Terms and conditions contain the wider rules for orders, payment and digital delivery.