REFUND POLICY
Effective Date: December 1, 2025
- Policy Overview
GamestoreMY (ONE GAME SOLUTION) provides irreversible digital goods and services. Our refund policy is designed to protect the Company’s commercial interests and intellectual property while maintaining fair consumer rights.
Core Principle: Once the top-up service has been successfully fulfilled (i.e., the item or credits have been delivered to your gaming account), we do not offer refunds or cancellations.
- Conditions for Refund Eligibility (Strictly Limited)
A customer is eligible to apply for a refund only under the following strict conditions:
2.1 Service Non-Fulfillment
Failed Transaction: The customer has successfully paid, but due to a system error on the Company’s side or a third-party payment gateway failure, the gaming account did not receive the purchased credits, tokens, or bundles.
Timely Failure: The customer paid, but has not received the purchased items within 48 hours of the order creation, and the Company cannot provide valid proof of transaction fulfillment.
2.2 Error in Fulfillment (Caused by the Company)
Company Error Top-Up: The Company’s operational error resulted in the credits being topped up into an incorrect Game User ID (UID) that was not provided by the customer.
- Non-Refundable Situations (Prevention of Malicious Refunds)
The Company will reject refund applications in the following cases:
3.1 Successful Fulfillment and Buyer’s Remorse
Service Completed: The customer has received the purchased credits, tokens, or bundles, and the Company possesses transaction logs or proof of delivery from the game publisher.
Buyer’s Remorse: The customer requests a refund due to a change of mind, purchasing the wrong item, no longer playing the game, or wishing to use the funds elsewhere.
Usage: The customer has used or consumed the purchased credits or tokens.
3.2 Customer Information Error (Prevention of Liability Transfer)
Incorrect UID: The customer provided an incorrect, invalid, or non-existent Game User ID (UID) in the order, resulting in a failed top-up or top-up to the wrong account. The Company holds no liability and will not issue a refund in this situation.
Incomplete Information: The customer provided incomplete or inaccurate information required for the top-up.
3.3 Account Restrictions or Bans
Game Ban: The customer’s gaming account has been temporarily or permanently banned for violating the game publisher’s terms. The Company is not responsible for any resulting loss and will not issue a refund.
Region Lock: The customer’s account is restricted by region, preventing the use of purchased items or bundles.
- How to Apply for a Refund
Customers who meet the refund eligibility criteria must submit an application within 7 calendar days of the transaction date.
Submit Application: The customer must send an email to support@gamestoremy.com.
Provide Information: The email must include the following key details:
Order Number.
Date and Time of the transaction.
Customer’s Game User ID (UID).
Detailed reason for the refund (e.g., Item not received).
Screenshot of the payment proof.
Review Process: The Company will investigate and review the application within 5 business days] of receipt and verify the transaction status with the game publisher or payment service provider.
- Refund Outcome
Approval: If the review confirms service non-fulfillment and eligibility, the Company will process the refund to the customer’s original payment method within 7-14 business days]. Refund processing time depends on bank handling.
Denial: If the review confirms that the service was successfully fulfilled or the request falls under the non-refundable situations, the Company will provide the customer with proof of delivery and reject the refund request.
- Contact Information
If you have any questions regarding this Refund Policy, please contact us at:
Email: support@gamestoremy.com