1. Digital purchases and your rights
Nothing in this policy excludes or limits rights that cannot lawfully be excluded, including rights relating to non-delivery, faulty or misdescribed digital content, services, refunds or cancellation. Mandatory law applicable to your purchase takes priority over a conflicting policy or listing.
Digital goods and services are not automatically excluded from refunds. Eligibility depends on the supply, what was agreed, the problem and the law that applies. An order marked delivered or completed is not by itself proof that a valid complaint must be rejected.
2. Cancellation before performance
Request cancellation as soon as possible through your order chat or G2U Support. If a paid order has not started and nothing has been supplied, cancellation should result in a refund of the unperformed purchase. An unpaid order does not require a refund of money never received.
If work has started or part of the supply has been delivered, support must review the actual performance and any applicable cancellation or withdrawal right. Any deduction must be lawful, explained and proportionate where the law permits it; accepting checkout terms is not enough to authorise an otherwise unlawful charge.
3. Non-delivery and delay
Contact us if the stated delivery period has passed or the supply has not arrived. Support can check the order, recipient details and fulfilment record, and coordinate delivery within an appropriate additional period where the law allows that step.
If supply is refused, impossible, or is not completed within an agreed or legally appropriate additional period, you may be entitled to cancel and receive a refund. Where an agreed delivery deadline was essential, or the law permits immediate termination, you do not have to accept an additional delay. A replacement or credit is not imposed instead of a refund to which you are entitled.
4. Invalid, faulty or misdescribed goods
Report an unusable account, invalid entitlement, missing quantity, wrong server or region, or other material difference from the confirmed listing. Include what happened, the order number and evidence that can reasonably help identify the problem.
Depending on applicable law and the circumstances, G2U may need to correct the supply, provide a working replacement, reduce the price or refund the affected purchase. A remedy must not impose an unreasonable burden on you. Serious or unresolved faults can justify a refund or termination without endless attempts to repair the same issue.
Support may distinguish a supply defect from an unrelated later change, misuse or a restriction disclosed before purchase, but this does not reverse a statutory burden of proof or exclude a remedy required by law.
5. Claims after delivery
Check the goods or service when supplied and tell us promptly about a problem. Keep relevant screenshots, error messages and chat context, without disclosing passwords or unnecessary personal information. A short operational review window does not replace a longer statutory claim period.
Order confirmation and automated closure help manage fulfilment records. Neither constitutes an agreement that defective goods are acceptable, a release of liability, or the loss of mandatory rights. Stop using an item where reasonably necessary to investigate or lawfully reverse a supply, and discuss appropriate next steps with support.
6. Making a request and review timing
- Open the chat in your order, or use Contact & Support if you cannot access it.
- Provide the order number, account or purchase email where relevant, the issue, and whether you request cancellation, correction, replacement, a price reduction or a refund.
- Provide proportionate evidence if requested. Never send a wallet recovery phrase, private key or G2U password.
- Keep the conversation available for follow-up. Support can explain the outcome and the reasons based on the order and the applicable rights.
The review time depends on the issue and information reasonably needed to investigate. Ask support for an update and a case-specific timeframe. Any deadline required by applicable law takes priority; this page does not replace it with a longer internal target.
A change of order status is separate from returning money. Refunds require appropriate payment handling; they are not promised to occur automatically when an order is cancelled.
7. Refund method
G2U handles refund requests directly. Where a refund is due, we use the original payment method where required and practicable, unless you expressly agree to another lawful method. Store credit is not a compulsory substitute for money. Refund timing, currency conversion and any legally permissible fees must follow our Refund Policy and applicable law and be explained for your payment.
A third-party payment provider may carry out payment processing steps. G2U remains responsible for handling your request and meeting our refund obligations.
8. Statutory withdrawal and escalation
Where your law provides a cooling-off or withdrawal right, it applies unless a lawful exception has been established. Starting digital supply or a service does not automatically prove that the required express consent, acknowledgement and contractual confirmation were obtained. The general Terms of Service checkbox alone is not a waiver.
If you disagree with an outcome, ask support for a further review and the reasons. This does not prevent a lawful payment dispute, complaint to a competent consumer body or legal action. See the Terms of Service and Delivery Policy for related information.
Refunds and Fraudulent Activity
Refund requests involving suspected fraud, payment abuse, or deceptive conduct may be subject to additional verification.
Confirmed fraudulent activity may result in cancellation of affected orders, account suspension, and denial of discretionary refunds where legally permitted.
Statutory refund rights and other mandatory consumer protections remain unaffected.
See Fraud Prevention & Account Suspension in our Terms of Service.