Refund Policy

Last Updated: May 16, 2026

All Sales Final

Everything we sell is a digital code. Most orders deliver instantly through an automated process, so once your payment clears we can't stop or reverse it.

A few payment methods are processed manually. They're marked on checkout with the manual delivery icon (see our Delivery Information page for details). For these, you can ask for a refund any time before we've sent payment to the supplier. Once that payment leaves our system, it can't be pulled back.

When We'll Refund

  • You were charged twice for the same order, or charged due to a payment system error.

  • The order was cancelled before any code was delivered and before payment reached a supplier.

  • The supplier confirms the code is invalid or was redeemed before delivery, and won't replace it. Network and processing fees are deducted from the refund.

When We Won't Refund

  • You picked the wrong product, region, denomination, or platform.

  • You placed multiple orders and then decided you no longer needed them.

  • You changed your mind after the code was shown.

  • The code was lost, shared, screenshotted, resold, or used by someone else after delivery.

  • UTop wallet top-ups, store credit, or UTop-issued gift cards.

  • You used a public or temporary email and the code was accessed by someone else.

  • The supplier changed prices, blocked your country, suspended service, or shut down after the order.

  • The code expired because you waited too long to redeem it.

  • Exchange rates moved between payment and refund.

How to Request

Contact our support team within 7 days of the order with your order number, a short description, and any screenshots. Most requests get a reply within 1 to 2 business days. Anything older than 7 days isn't eligible.

How Refunds Are Paid

By default, refunds land in your UTop wallet instantly. Refunds to the original payment method are available on request and take 3 to 7 business days. Network, transaction, and processing fees are non-refundable and are deducted from the amount returned.

Chargebacks

Please talk to support first. Filing a chargeback on a fulfilled order, or on an order where payment was already sent to a supplier, is treated as fraud. Your account will be suspended, any wallet balance and unredeemed codes voided, and your IP banned.

Fraud and Abuse

We may deny any refund and close any account if we see repeat false claims, code resale, account sharing, or use of stolen payment methods.

Final Decisions

Refund decisions by our support team are final. Placing an order means you accept this policy.