Warranty, replacements and refunds
Help with your purchase
If access does not work, a stated feature is missing or you have a question about delivery or payment, contact us through your account. Keep the order reference and describe what happened. Your request and the support reply stay together in one private conversation.
Check availability and payment options in your basket. After payment, follow the delivery status in your account. The warranty period starts when the activation file is available in your order.
Check the offer before choosing
NFA means Not Full Access. The purchase provides an activation file; it does not provide the game account's email address, password or full control of the account. The file is intended for Windows 10 or Windows 11 on one device. Read the game, account format, stated features and access restrictions in the product listing before choosing.
An advertised feature that is missing is different from a preference that was never promised. A feature, rank or level of access that is not stated is not part of the offer. If you are unsure which applies, describe the difference to support rather than guessing.
Warranty period and start time
The additional commercial warranty is 3 hours for standard offers and 24 hours for offers explicitly sold as inactive. Check the period stated in the product listing. The applicable period is saved with the purchase; a later change to the listing or this page does not change an existing order's terms.
For each item issued, the period starts at actual delivery: when its activation file becomes available in your order. The start and fixed end time are shown with the delivered item. Payment alone does not start the period. Opening the order, downloading the file again or sending a support request does not restart or extend it.
Report an issue promptly and include when it first appeared. Expiry of the commercial warranty does not prevent you from contacting support or downloading an already issued file from a paid order. Support can still review which terms and mandatory rights apply.
Open a request from your order
In Account, open Orders and select Report a problem for the relevant purchase. The order reference is added to the request automatically. You can also start from Warranty & help or Support and select an order belonging to your account.
Choose the type of issue: access, features, delivery, payment or another problem. Give a short subject, the exact error, the steps already tried and, if known, when the issue first appeared. The time you report is stored separately from the server-recorded submission time.
If there is already an open warranty request for that order, your message is added to the same conversation. This keeps the facts and replies together. General questions can be sent without an order.
Add evidence without sharing secrets
After sending the request, add screenshots in the conversation. Supported formats are PNG, JPG and WebP, up to 2 MB per image and up to 20 images per request. Only you and authorised support staff can access them.
Hide passwords, email sign-in codes, recovery codes, full activation keys and other personal data before uploading. Do not attach an executable or activation file. Video upload is not available; if a recording is needed, ask support how to provide it safely.
Review, replacement and refund
The request shows its status and message history. Support first checks the reported issue against the item and the conditions recorded for the purchase, including its stated features and warranty period. Support may ask for missing information or evidence. Reply in the same conversation to keep the facts and next steps together.
For a confirmed case covered by the warranty terms, support arranges a replacement. If replacement is not possible, the refund request is assessed under the conditions of the order and payment. Support explains the outcome for the particular purchase in the conversation.
A submitted request is not an automatic approval of a replacement or refund. Opening a ticket does not itself deliver a replacement, and sending a message does not initiate a payment refund.
Mandatory consumer rights
This commercial warranty does not replace or restrict mandatory consumer rights. Its time limit and the review process do not remove rights that apply by law. An expired commercial period alone is not a universal reason to reject a request. Raise a problem even if you are uncertain which conditions apply.
Keep account access private
Use the instructions supplied with the purchase. Do not share your site session, email codes or account access with other people. If the account behaves unexpectedly, keep the error details and ask support before changing access settings or deleting anything.
Cryptocurrency payments
For a Heleket payment, request a refund or overpayment review through support with the order number. Crypto refunds require provider-side processing; the website does not send automatic payouts or promise instant reversal of a blockchain transfer. Support confirms the appropriate method with you. The consumer rights and deadlines stated above remain unchanged.