VGame.gg Refund Policy

Last Updated: Feb 15, 2026

This Refund Policy explains the rules and conditions for refunds, cancellations, redelivery, replacement, store credit, and payment disputes for purchases made through VGame.gg (“VGame,” “we,” “us,” or “our”).

VGame.gg is a game-related digital service platform operated under the VGame brand by JOYLEVEL PTE. LTD. The Services may include direct top-up, login-based top-up, in-game item transaction support, CDK / redemption code services, and other virtual product-related services for global players.

The Services may be available to users in multiple countries and regions. However, product availability, payment availability, delivery methods, refund methods, review procedures, and customer support options may vary by region, local law, payment channel, supplier coverage, publisher rules, sanctions restrictions, and operational risk controls. We may refuse, cancel, refund, or restrict orders that originate from unsupported regions or that create payment, legal, tax, sanctions, fraud, platform-policy, or operational risk.

By placing an order on VGame.gg, you acknowledge that you have read, understood, and agreed to this Refund Policy. This Refund Policy should be read together with our User Agreement, Privacy Policy, Cookies Policy, and any product-specific instructions shown on the relevant product page.

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1. General Refund Principle

Most products and services provided by VGame are digital, virtual, and game-related. Once a digital product has been delivered, credited, issued, redeemed, used, transferred, gifted, listed, consumed, or otherwise made available to the user, the order is generally final and non-refundable.

Refunds may be approved only under the conditions described in this Refund Policy or where required by applicable law.

Because virtual products are often irreversible after delivery, users must carefully check all order information before submitting payment, including game title, server, region, platform, UID, player ID, character name, account information, product amount, quantity, price, currency, and delivery method.

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2. Orders That May Be Eligible for Refund

VGame may approve a refund, partial refund, replacement, redelivery, or store credit in the following circumstances, subject to verification:

1. Out-of-Stock Product: The product is unavailable and VGame cannot complete delivery within a reasonable time.
2. Undeliverable Order Caused by VGame: Payment was successfully received, but the order cannot be completed due to an issue caused by VGame or its fulfillment partners.
3. Verified Non-Delivery: The user paid for an order, but the digital product, top-up, CDK, code, item, or service was not delivered, and VGame verifies that delivery did not occur.
4. Duplicate Payment: The user was charged more than once for the same order, and the duplicate payment is confirmed by VGame or the payment provider.
5. Incorrect Product Delivered Due to VGame’s Error: VGame delivered a materially different product from what the user purchased, and the issue is verified.
6. Payment Failure with Confirmed Charge: The payment provider confirms that the user was charged, but VGame did not receive or process the corresponding order.
7. Order Cancelled Before Processing: The user requests cancellation before VGame begins processing, purchasing, issuing, redeeming, transferring, or delivering the product, and cancellation is still technically possible.
8. Unsupported Region or Compliance Restriction: VGame determines before delivery that the order cannot be fulfilled due to unsupported region, unsupported payment method, sanctions screening, legal compliance, supplier limitation, or operational restriction.

VGame may choose the appropriate remedy depending on the situation, including refund, redelivery, replacement, correction, coupon, store credit, or other reasonable solution.

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3. Non-Refundable Orders

Unless required by applicable law, VGame will generally not provide refunds in the following situations:

1. The order has been successfully delivered to the game account, player ID, UID, server, region, platform, or account information provided by the user.
2. A CDK, gift code, voucher, redemption code, serial key, digital key, or similar code has been issued, displayed, sent, revealed, copied, redeemed, or otherwise made available to the user.
3. The user provided incorrect, incomplete, outdated, or mismatched order information, including wrong UID, wrong player ID, wrong server, wrong region, wrong game, wrong platform, wrong account, wrong character, wrong email, wrong phone number, or incorrect login information.
4. The user purchased the wrong product, wrong quantity, wrong package, wrong region, wrong server, wrong platform, or wrong account by mistake.
5. The user changed their mind after payment.
6. The user no longer wants the product after the order has been processed.
7. The user’s game account is banned, suspended, restricted, locked, rolled back, reviewed, penalized, or placed under security review by the game publisher, platform, app store, or any third party.
8. The relevant game, platform, app store, publisher, supplier, or third-party service changes its rules, prices, delivery methods, regional restrictions, payment rules, or product availability after the order is placed.
9. Delivery is delayed due to game server maintenance, publisher-side delay, account security review, verification requirement, network issue, third-party service issue, regional limitation, or force majeure event.
10. The user refuses to provide necessary information or cooperation required to complete the order.
11. The user violates VGame’s User Agreement, product instructions, game rules, payment rules, anti-fraud rules, or applicable laws.
12. The order is associated with suspected fraud, unauthorized payment, stolen payment method, chargeback abuse, coupon abuse, account abuse, bot activity, resale abuse, sanctions risk, or other suspicious activity.
13. The user has already used, consumed, transferred, sold, redeemed, gifted, listed, or benefited from the delivered virtual product or service.
14. The user requests a refund due to exchange rate changes, payment provider fees, bank charges, tax charges, card fees, currency conversion fees, or third-party fees.
15. The refund request is submitted after the applicable review period and VGame can no longer reasonably verify the issue.

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4. Direct Top-Up Refund Rules

For direct top-up orders, VGame delivers virtual currency, credits, diamonds, coins, memberships, subscriptions, passes, or other game-related benefits directly to the account information provided by the user.

A direct top-up order is generally considered completed when the product is successfully credited to the UID, player ID, server, region, platform, or account information submitted by the user, or when the relevant fulfillment system confirms successful delivery.

Direct top-up orders are generally non-refundable once completed.

VGame is not responsible for delivery to an incorrect account caused by incorrect user-submitted information. Users must verify all game account details before placing an order.

If the user believes a direct top-up order was not delivered, the user must contact customer support and provide sufficient evidence, such as order number, payment proof, game account screenshots, server information, player ID, UID, and any relevant delivery records. VGame will review the issue based on available system records, supplier records, payment records, and third-party confirmations.

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5. Login-Based Top-Up Refund Rules

For login-based top-up services, the user may be required to provide temporary login credentials, verification assistance, security code assistance, account access, or other required information so that VGame can complete the requested service.

A login-based top-up order may be refused, delayed, cancelled, refunded, or reviewed if:

1. The user provides incorrect login information.
2. The account cannot be accessed.
3. The user fails to provide verification assistance in time.
4. The account is locked, banned, restricted, under security review, or otherwise unavailable.
5. The account region, platform, or game environment does not match the purchased product.
6. The order creates security, fraud, payment, legal, sanctions, platform-policy, regional, or operational risk.

If VGame cannot process the order due to user-provided incorrect information or lack of cooperation, the order may be non-refundable or only partially refundable, depending on whether costs have already been incurred.

If VGame has not started processing the order and no third-party cost has been incurred, VGame may approve cancellation or refund at its discretion.

Once the login-based top-up is successfully completed or the purchased virtual product is delivered, the order is generally final and non-refundable.

Temporary game login passwords, verification codes, or similar access credentials provided for login-based top-up will be deleted, anonymized, or rendered inaccessible after the order is completed and the reasonable complaint or dispute review period has expired, generally no later than 14 days after order completion, unless longer retention is necessary for fraud investigation, chargeback defense, legal compliance, security review, or dispute resolution.

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6. Third-Party Game Security, Bans, Rollbacks, and Account Actions

You understand that login-based top-up, cross-region fulfillment, third-party delivery, in-game item transactions, or non-routine delivery methods may involve account access, payment activity, or delivery behavior that differs from your normal game account usage pattern.

Third-party game publishers or platforms may independently detect unusual login behavior, non-routine IP activity, cross-region activity, account sharing, payment differences, gifting behavior, marketplace behavior, or other account security signals. These third-party systems and enforcement decisions are outside VGame’s control.

VGame is not responsible for actions taken by third-party game publishers, platforms, app stores, payment providers, or suppliers, including but not limited to:

1. Account bans, suspensions, locks, warnings, or restrictions.
2. Account verification, security review, or forced password reset.
3. Item removals, currency deductions, top-up reversals, rollbacks, or balance adjustments.
4. Product price changes or package changes.
5. Server maintenance, outages, or shutdowns.
6. Regional policy changes.
7. Redemption rule changes.
8. Trading rule changes.
9. Platform security reviews or verification requirements.

Such third-party actions do not automatically make an order refundable after delivery has been completed.

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7. CDK, Gift Code, Voucher, and Redemption Code Refund Rules

For CDK, gift code, voucher, redemption code, serial key, digital key, or similar code-based products, delivery is generally completed once the code is issued, displayed, sent, revealed, downloaded, or otherwise made available to the user.

Code-based products are generally non-refundable after issuance because they may be copied, redeemed, transferred, or used immediately after delivery.

VGame may review a refund or replacement request only if:

1. The code was not delivered.
2. The code is verified to be invalid before use.
3. The code does not match the product purchased due to VGame’s error.
4. The code cannot be redeemed due to an issue caused by VGame or its fulfillment partner.

VGame may refuse refund or replacement if:

1. The code has already been redeemed.
2. The code was redeemed by the user or by another party after being delivered to the user.
3. The user selected the wrong region, platform, game, or product.
4. The user failed to follow redemption instructions.
5. The code expired after being delivered and made available to the user.
6. The user cannot provide sufficient evidence that the code was invalid before use.

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8. In-Game Item Transaction Refund Rules

Some products may involve in-game item transactions, marketplace-style delivery, player-to-player transfer, account interaction, gift delivery, trade listing, auction-like mechanisms, or other game-specific delivery methods.

These orders may depend on game rules, account level, server conditions, trading limits, friendship requirements, cooldown periods, regional restrictions, market supply, publisher rules, and user cooperation.

An in-game item transaction order is generally non-refundable once:

1. The item has been delivered, transferred, gifted, listed, purchased, claimed, or otherwise made available.
2. The user has received the intended in-game benefit.
3. VGame or its fulfillment partner has completed the required transaction action.
4. The third-party game system confirms successful completion.

Refunds may be denied if delivery fails or is delayed because the user provided incorrect account information, failed to meet game requirements, changed game settings, removed friend status, cancelled a required listing, exceeded trade limits, violated game rules, or failed to cooperate with delivery instructions.

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9. Order Cancellation Rules

Users may request order cancellation by contacting VGame customer support as soon as possible after placing an order.

Cancellation is not guaranteed. An order cannot usually be cancelled if VGame has already started processing, purchasing, issuing, redeeming, transferring, delivering, or arranging fulfillment for the product.

If an order can still be cancelled before processing begins, VGame may approve a full or partial refund. If third-party costs, payment fees, supplier costs, exchange losses, tax costs, currency conversion costs, or operational costs have already been incurred, those amounts may be deducted from the refund where permitted by law.

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10. Refund Request Procedure

To request a refund, cancellation, redelivery, replacement, store credit, or order review, users must contact VGame customer support through the contact methods provided on VGame.gg.

Users should provide the following information where applicable:

1. Order number.
2. Account email or contact information used for the order.
3. Payment proof or transaction ID.
4. Game title, server, region, platform, UID, player ID, role ID, character name, or other relevant account information.
5. Screenshots showing non-delivery, incorrect delivery, error messages, failed redemption, account status, or payment status.
6. A clear explanation of the issue and requested solution.

VGame may request additional information to verify the issue. Failure to provide required evidence may delay the review or result in denial of the refund request.

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11. Review Time and Refund Method

VGame will review refund requests based on order records, payment records, delivery logs, supplier confirmations, game account information, user communications, security records, and other available evidence.

Review time may vary depending on the payment method, product type, user location, supplier response, game system status, dispute complexity, chargeback status, and user cooperation.

If a refund is approved, it may be issued through one of the following methods:

1. Refund to the original payment method.
2. Store credit or account balance.
3. Coupon or promotional credit.
4. Replacement product or redelivery.
5. Another reasonable method supported by VGame and the relevant payment channel.

Refund arrival time depends on the payment provider, bank, card issuer, or third-party payment channel. VGame is not responsible for delays caused by external payment providers or financial institutions.

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12. Partial Refunds

VGame may issue a partial refund where appropriate, including situations where:

1. Part of the order has already been delivered.
2. A portion of the product is unavailable.
3. Third-party fees, payment processing fees, supplier costs, tax costs, exchange losses, currency conversion costs, or operational costs have already been incurred.
4. The user selected an alternative product of lower value.
5. The issue is partly caused by user error and partly caused by service or fulfillment limitations.

The amount of any partial refund will be determined by VGame based on the actual circumstances, available evidence, and applicable law.

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13. Chargebacks and Payment Disputes

Users are encouraged to contact VGame customer support before initiating any chargeback, payment reversal, payment dispute, or refund claim through a bank, card issuer, payment provider, or third-party platform.

If a user initiates a chargeback or payment dispute after the order has been delivered, VGame may:

1. Suspend or restrict the user’s VGame account.
2. Cancel pending orders.
3. Refuse future orders.
4. Submit order records, delivery evidence, payment evidence, support records, security records, and other relevant materials to the payment provider.
5. Treat the delivered order as unpaid if the payment is reversed.
6. Seek recovery of delivered value, payment fees, dispute fees, investigation costs, and other losses where permitted by law.

Fraudulent chargebacks, false claims, unauthorized payment schemes, or chargeback abuse may result in permanent service restrictions and may be reported to relevant payment providers or authorities where appropriate.

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14. Fraud, Abuse, and Risk Review

VGame reserves the right to delay, reject, cancel, refund, or withhold any order that is associated with suspected fraud, unauthorized payment, stolen payment method, account compromise, abnormal order behavior, coupon abuse, resale abuse, bot activity, payment risk, sanctions risk, legal risk, regional restriction risk, or violation of our terms.

During risk review, VGame may request additional verification or supporting materials. If the user refuses to cooperate, provides false information, or fails to pass verification, the order may be cancelled, restricted, or handled according to applicable risk-control procedures.

Refunds may be refused or delayed where required for fraud investigation, dispute handling, legal compliance, chargeback defense, or payment provider review.

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15. User Responsibility Before Purchase

Before placing an order, users are responsible for confirming:

1. The correct game title.
2. The correct server, region, and platform.
3. The correct UID, player ID, role ID, character name, email, phone number, or account information.
4. The correct product type, package, amount, quantity, price, tax, and currency.
5. The applicable delivery method and estimated delivery time.
6. Whether the product is compatible with the user’s account, platform, region, and game version.
7. Whether the purchase complies with the relevant game rules, platform terms, payment rules, and applicable local laws.

VGame may provide product descriptions and instructions for user convenience, but the user remains responsible for checking that the selected product is suitable before payment.

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16. Changes to This Refund Policy

VGame may update or modify this Refund Policy from time to time. The updated version will be posted on VGame.gg with a revised “Last Updated” date.

Your continued use of the Services or placement of orders after the updated Refund Policy becomes effective means that you accept the updated policy.

If you do not agree with the updated Refund Policy, you should stop using the Services and should not place new orders.

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17. Contact Us

If you have questions about this Refund Policy or wish to request a refund, cancellation, redelivery, replacement, store credit, or order review, please contact us through the following methods:

Customer Support: support@vgame.gg Privacy / Legal Requests: privacy@vgame.gg Website: VGame.gg

If these email addresses are not yet active, VGame should activate and monitor them before publishing this Refund Policy.

When contacting us, please provide accurate order information and sufficient evidence so that we can review your request efficiently.

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End of Refund Policy