At CSGOGem, we aim to provide you with a seamless and enjoyable experience while using our platform. However, we understand that situations may arise where you may seek a refund. This Refund Policy outlines the circumstances under which refunds may be granted and the terms associated with those refunds.
1. General Policy on Refunds
All purchases made on the CSGOGem platform are final and non-refundable. This includes purchases of virtual boxes, credits, experience points (XP), or any other items and services available on our platform.
By completing a transaction, you agree that you understand and accept that no refunds will be issued for any products or services.
2. Non-Refundable Items
The following are considered non-refundable:
- Virtual boxes (also known as “mystery boxes”).
- In-store credits.
- Experience points (XP).
- Fees associated with exchanges, upgrades, or any other platform features.
All virtual items obtained through the opening of boxes, including goods won, are non-refundable. Any XP or credits earned or purchased are also non-refundable and non-transferable between accounts.
3. Refunds for Unused Credits
While refunds for used credits are not available, CSGOGem may, at its sole discretion, consider issuing refunds for unused credits that were directly purchased by users. To request a refund for unused credits, you must contact our support team at [email protected] within 30 days of purchase.
If a refund is granted, the unused credits will be deducted from your account, and the refund will be issued to the original payment method used for the purchase.
If the item is determined to be faulty, a refund or replacement will be issued at CSGOGem’s discretion.
4. Billing Discrepancies
If you believe that you have been incorrectly billed or charged for a transaction that did not occur, you must notify our support team at [email protected] within 30 days of the charge. Failure to report the billing error within this timeframe will result in the charge being considered valid and non-refundable.
5. Chargebacks
If a chargeback occurs on your account, CSGOGem reserves the right to terminate your account and forfeit any balance, credits, items, or XP associated with the account. CSGOGem will cooperate fully with the relevant payment processor or authorities to dispute fraudulent chargebacks.
6. Final Decision
All refund requests are subject to review by CSGOGem. We reserve the right to approve or deny any refund request at our sole discretion. Refunds, when granted, will be processed to the original payment method used for the transaction.
7. Contact Us
For any inquiries or refund requests, please reach out to our support team at [email protected].