Refund Policy
This Refund Policy outlines the conditions under which refunds may be issued for purchases made via the Alzefgames Limited platform (https://keys-digital-105db2d.ingress-earth.ewp.live) (“Platform”). By making a purchase on the Platform, Users and Vendors agree to this policy in conjunction with the Terms and Conditions and Privacy Notice.
Alzefgames Limited operates as a digital marketplace where Vendors sell Digital Content directly to Users. Alzefgames Limited does not own or sell Digital Content unless expressly stated otherwise. Refund requests are subject to the provisions below.
For any refund inquiries, contact us at [email protected].
A refund may be granted in the following cases:
- The purchased Digital Content is defective, does not work as intended, or does not match the description provided by the Vendor.
- The Digital Content was not delivered to the User despite a completed payment and valid transaction.
- Unauthorized or fraudulent transactions have been identified and confirmed.
- A Vendor has violated the Terms and Conditions, leading to an inability to use the purchased Digital Content.
A refund will not be granted in the following cases:
- The User changes their mind after completing the purchase.
- The Digital Content has been activated, redeemed, downloaded, or used.
- The User failed to check compatibility requirements before purchase.
- The refund request is submitted beyond the specified timeframe (see Section 3).
- The User’s Account has been suspended or terminated due to policy violations.
To request a refund, Users must:
- Submit a refund request via the Platform’s Help Center or email [email protected].
- Provide relevant details, including:
- Order ID and transaction details.
- Reason for the refund request with supporting evidence (e.g., screenshots, error messages).
- Confirmation that the Digital Content has not been used, redeemed, or activated.
- The request will be reviewed by the Alzefgames Limited’s support team within 14 days.
- If approved, the refund will be processed via the original payment method within 10 business days.
If the refund request is denied, Users may appeal the decision by providing additional evidence or escalating the case via the Help Center.
- Chargebacks & Payment Disputes– Users who initiate chargebacks with their payment provider may have their Alzefgames Limited Account temporarily restricted until the dispute is resolved.
- Fraudulent Activities– If a refund request is found to be fraudulent, the User’s Account may be suspended or permanently banned.
- Refunds for Bundles or Promotions– If a purchase was part of a bundle or promotional offer, the refund request will be assessed based on individual Digital Content eligibility.
- Technical Errors– If an incorrect charge occurs due to a technical error, Users must report it within 48 hours for resolution.
- Refunds will be issued using the original payment method where possible.
- If the original payment method is unavailable, an alternative refund method (such as store credit) may be offered.
- Users acknowledge that bank processing times may affect when refunded funds appear in their account.
- Refunds cannot be converted into a different currency than the original purchase currency.
This Refund Policy is in accordance with EU consumer protection laws, including the Directive 2011/83/EU on consumer rights and GDPR. Users in the European Economic Area (EEA) may have additional statutory rights regarding refunds for defective Digital Content.
Where local consumer laws provide additional protections, Alzefgames Limited will comply with those requirements.
- Alzefgames Limited reserves the right to amend this Refund Policy at any time, with changes taking effect upon publication on the Platform.
- In case of discrepancies between language versions, the English version prevails, unless required otherwise by law.
- If any provision of this policy is found to be unenforceable, the remaining provisions remain in full effect.
For further assistance, contact [email protected].