Refund Policy

This Refund Policy describes when and how Gameplug refunds purchases made on the Service. It forms part of the Terms of Service and complements your statutory rights under United States federal and Wyoming law, the EU Consumer Rights Directive (2011/83/EU) where applicable, and your country of residence.

Gameplug is the merchant of record and issues all refunds. Card refunds are processed through Stripe and crypto refunds through NOWPayments; they land on the original payment method, typically within 5–10 business days.

You qualify for a refund in any of the following situations:

1. The Key was never delivered. If you have not received your Key within 24 hours of payment confirmation, you are entitled to a full refund. Check your spam folder first; otherwise contact support.
2. The Key is faulty. If a Key fails to activate due to an issue on the supplier side — already used, invalid format, banned by the platform, or wrong product — we will offer a replacement Key or a full refund, at your choice.
3. The Key is for the wrong region. If the Product was marked region-free but a region restriction blocks redemption, you are entitled to a full refund within 14 days, provided the Key has not been activated.
4. You changed your mind — within 14 days of purchase, and the Key has not been activated, viewed, or redeemed. This is your statutory withdrawal right.
5. The Product was materially mis-described on the Product page (wrong platform, missing DLC, wrong language) — full refund within 14 days.
6. Duplicate purchase. If you accidentally bought the same Product twice within 24 hours, contact support for a refund on the second order.

You are not eligible for a refund if:

• The Key has been activated, revealed, or redeemed on the destination platform. At checkout you expressly consented to immediate delivery and acknowledged losing the 14-day withdrawal right once delivery begins (EU Directive 2011/83/EU Article 16(m) and equivalent rules where applicable).
• You are dissatisfied with the underlying game, software, or service. Gameplay quality, performance, online server uptime, DRM, anti-cheat, or developer/publisher decisions are not Gameplug's responsibility — they are governed by the platform's own EULA.
• You activated the Key in a region or jurisdiction where its use is prohibited.
• The request is made more than 14 days after delivery, unless the Key is later proven faulty.
• You have a history of chargebacks, fraud, or abusive refund patterns on the Service.

1. If a Key doesn't work: open the delivery email's reveal link and use “Problem with this item?” on the reveal page — pick a reason and attach a screenshot of the platform error. That report goes straight into our supplier-verification queue.
2. For anything else (undelivered order, duplicate purchase, change of mind on an unrevealed Key): email [email protected] with your order number.
3. We aim to reply within 24 hours, and within 72 hours at peak times.

For multi-item orders where one Key is faulty and the others are fine, only the faulty line is refunded. We may offer Gameplug wallet credit equal to the refund amount as an alternative; choosing this is always optional.

Wallet credit is non-withdrawable but can be used on any future purchase, never expires while your account is active, and is forfeited if your account is closed for breach of the Terms.

Gameplug Plus is a one-time payment — there is no recurring billing and nothing to cancel. Your card is never charged again automatically.

You may request a refund of a Plus purchase within 14 days of the charge if you have not used any membership benefits since activating it (e.g. redeemed loyalty points or claimed a member reward).

Refunds are issued to the original payment method: Stripe (cards) or NOWPayments (crypto), and orders paid from your Gameplug wallet are refunded back to the wallet. We cannot redirect a refund to a different card, account, or wallet.

If the original payment method is no longer available (closed account, expired card), we may issue the refund as store credit to your Gameplug wallet, or by another method permitted under your local regulations.

If you have a dispute, please contact us first — chargebacks cost both of us money and slow your refund. Accounts with chargebacks initiated without first contacting support may be suspended pending review and may forfeit wallet balance and loyalty points.

Fraudulent chargebacks are reported to Stripe and to your card issuer.

Email: [email protected]

Gameplug is the merchant of record — for any payment, invoicing, or chargeback question, contact us directly at the email above.