5.1 Digital Products Cannot Be Physically Returned

Venssora primarily sells electronically delivered products.

Digital Products cannot normally be returned in the same manner as physical merchandise.

Once a code is revealed, a top-up is completed, or a digital entitlement is issued, the product may be impossible to recover or resell.

Completed Digital Product transactions are therefore generally final, subject to the exceptions in this Policy and any mandatory consumer rights.

5.2 Eligible Claims

A refund, replacement, redelivery, or correction may be considered where:

  • Payment was completed but delivery did not occur;
  • The customer was charged more than once for the same order;
  • A code was invalid before delivery;
  • A code had already been redeemed before it was delivered;
  • The wrong product was supplied;
  • The wrong value was supplied because of our error;
  • A top-up failed despite accurate customer information;
  • A top-up was sent to a different account because of our error;
  • The product was materially different from its description; or
  • Applicable law requires another remedy.

5.3 Non-Refundable Circumstances

Except where required by law, refunds will not normally be provided where:

  • The customer changed their mind;
  • The purchase was accidental;
  • A valid code was delivered;
  • A code was revealed but not redeemed;
  • A code was successfully redeemed;
  • A direct top-up was successfully completed;
  • Virtual currency was used, transferred, or consumed;
  • The customer selected the wrong game;
  • The customer selected the wrong platform;
  • The customer selected the wrong region;
  • The customer selected the wrong edition;
  • The customer selected the wrong server;
  • The customer entered an incorrect player ID or UID;
  • Fulfillment matched the information entered by the customer;
  • The customer lacks compatible hardware or software;
  • The customer’s game account is suspended;
  • The customer attempted unsupported regional circumvention;
  • A publisher later modified or discontinued a service;
  • A product price changed after purchase;
  • A later promotion offered a lower price;
  • The customer shared, transferred, or resold the code;
  • The relevant platform is temporarily unavailable; or
  • The customer violated Third-Party Platform rules.

5.4 Cancellations

An order may be cancelled only before irreversible fulfillment begins.

Cancellation may no longer be possible after:

  • A code is allocated;
  • A code is displayed;
  • A delivery email is sent;
  • A secure code link is accessed;
  • A top-up request is transmitted;
  • A supplier accepts fulfillment;
  • Credits are applied; or
  • A digital entitlement is issued.

Cancellation requests should be sent immediately to Support@venssora.com.

Submitting a request does not guarantee that fulfillment can be stopped.

5.5 Invalid-Code Claims

Customers should first verify:

  • The correct platform is being used;
  • The product region matches the account;
  • The correct game edition is selected;
  • The code has been entered accurately;
  • The platform is operational; and
  • The activation instructions have been followed.

If the code still appears invalid, contact customer support promptly.

5.6 Information Required for a Code Claim

Provide:

  • Order number;
  • Product name;
  • Platform;
  • Account region;
  • Exact error message;
  • Date and approximate time of activation;
  • Screenshot of the error;
  • Screenshot showing the account region, where relevant; and
  • Other information reasonably needed for investigation.

Do not publish or send the full code through a public communication channel.

5.7 Code Investigation

We may contact a supplier, distributor, fulfillment provider, or publisher to determine:

  • Whether the code was valid when issued;
  • Whether it had previously been redeemed;
  • The date or time of redemption;
  • The intended platform;
  • The supported region; and
  • Whether a technical problem affected activation.

Third-party verification may require several business days.

5.8 Missing Top-Up Claims

For a missing top-up, provide:

  • Order number;
  • Game title;
  • Player ID or UID;
  • Server;
  • Region;
  • Quantity purchased;
  • Current account balance;
  • Relevant transaction-history screenshots; and
  • Description of the issue.

Customers should avoid immediately purchasing a duplicate order unless they accept the risk that both top-ups may later be completed.

5.9 Incorrect Customer Information

A top-up successfully delivered to the player information submitted by the customer is generally treated as correctly fulfilled.

Venssora cannot normally retrieve or transfer virtual value delivered to an unintended account because of customer input.

5.10 Duplicate Payments

Some pending payment authorizations may appear temporarily without becoming completed charges.

Where two completed charges exist for the same order because of a technical or payment error, contact Support@venssora.com with:

  • Order number;
  • Transaction dates;
  • Amounts charged; and
  • Limited payment references.

Do not send complete card details.

A verified duplicate charge will be refunded.

5.11 How to Submit a Request

Email:

Support@venssora.com

Include:

  • Customer name;
  • Order number;
  • Email used for purchase;
  • Product name;
  • Reason for the request;
  • Relevant screenshots;
  • Platform and region;
  • Player information, where applicable; and
  • Requested resolution.

Incomplete claims may take longer to review.

5.12 Review Procedure

We may review:

  • Payment authorization;
  • Order records;
  • Product assignment;
  • Code-delivery information;
  • Code-display records;
  • Redemption status;
  • Supplier confirmations;
  • Top-up records;
  • Device and security indicators;
  • Customer communications; and
  • Relevant platform information.

A request may be denied where reliable evidence confirms valid and successful fulfillment.

5.13 Available Remedies

Depending on the circumstances, we may provide:

  • Redelivery;
  • Replacement code;
  • Corrected top-up;
  • Equivalent product with customer approval;
  • Store credit with customer approval;
  • Partial refund; or
  • Full refund.

A customer will not be required to accept store credit where applicable law requires a monetary refund.

5.14 Refund Method

Approved refunds are normally returned to the original payment method.

Refunds are generally initiated within 5–10 business days after approval.

The bank or payment provider may require additional time to display the funds.

Venssora is not responsible for:

  • Currency-conversion differences;
  • Foreign transaction fees;
  • Bank charges; or
  • Other third-party fees.

5.15 Unauthorized Transactions

A suspected unauthorized transaction should be reported promptly.

We may request reasonable information to verify:

  • The transaction;
  • Customer identity;
  • Payment authorization;
  • Account access;
  • Device activity; and
  • Relevant communications.

Customers should also contact their financial institution and secure any affected email, payment, or customer accounts.

5.16 Chargebacks

Customers are encouraged to contact Venssora before initiating a chargeback so that the matter can be investigated.

When responding to a payment dispute, we may provide:

  • Order information;
  • Payment authorization;
  • Customer-submitted details;
  • Code-delivery evidence;
  • Top-up confirmation;
  • Redemption information;
  • Device and IP information;
  • Policy acceptance records; and
  • Customer communications.

This section does not restrict the right to report a genuinely unauthorized or incorrectly processed payment.

5.17 Refund and Promotion Abuse

We may restrict accounts where reliable evidence indicates:

  • False non-delivery claims;
  • False invalid-code claims;
  • Repeated abusive chargebacks;
  • Use of stolen payment methods;
  • Multiple-account promotion abuse;
  • Unauthorized resale;
  • Misrepresentation; or
  • Other deceptive activity.

A legitimate complaint will not be treated as abuse merely because a customer requests a lawful remedy.

5.18 Mandatory Rights

Nothing in this Policy excludes or limits a consumer right that cannot legally be waived.

Where applicable law provides a greater remedy, the applicable law will take priority.