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 activation is confirmed after you select “Activate and get account” in the order.

Check the offer before choosing

NFA means Not Full Access. Most games are delivered as an EXE activation file intended for Windows 10 or Windows 11 on one device. Some games are delivered as a login and password. The delivery method is stated in the specific item's description. The NFA format does not transfer the game account's email address or full control of the account. 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 commercial warranty is 3 hours for standard accounts and 24 hours for other Inactive accounts. Exceptions — always 3 hours: all CS2 accounts, including Inactive variants, and all 5d Inactive accounts, regardless of the game. The countdown starts when the supplier confirms key activation after you select “Activate and get account” in your order. 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.

The warranty period starts when activation is confirmed after you select “Activate and get account” in the 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.

Cases covered by the warranty

• Incorrect sign-in details. For games delivered as a login and password: the supplied details do not work and you cannot sign in despite following the instructions.

• The EXE does not perform the intended activation or launch. You follow the instructions and your computer meets the stated requirements, but the program returns an error that prevents you from using the purchased item.

• The game does not launch after following the instructions. All required steps have been completed, but the purchased game remains unavailable. Support confirms that the cause is related to the supplied item or activation program.

• The wrong item was delivered. The game, version or edition received differs from what is specified in the order.

• Stated content is missing. The item does not include a game, add-on or other component explicitly stated in the purchase description.

• Repeat activation does not work although it is included in the terms. Repeat activation is stated as available for the item, but you cannot use it despite following the instructions.

• Access is lost during the warranty period. This case is reviewed if continued access is covered by the warranty for the specific item and the buyer has followed the conditions of use.

For review, provide the order number, a description of the issue and a screenshot of the error. If a video is needed, ask support how to provide it. Once a warranty case is confirmed, assistance, a replacement or a refund is provided under the purchased item's terms.

What the warranty covers

• The item's functionality and conformity with its description.

• Assistance when a problem occurs.

• Replacement of the item when a warranty case is confirmed.

• A refund if the issue cannot be resolved and no replacement is available.

What the warranty does not cover

• Problems caused by failure to follow the instructions or conditions of use.

• Bans for cheats, prohibited software or other breaches of the game's rules.

• Incompatibility with a device or region.

• Temporary outages of game or platform servers.

• Additional capabilities that were not stated in the item description.

When a refund is possible

• The item was not delivered and the order cannot be fulfilled.

• A confirmed fault cannot be resolved and no suitable replacement is available.

• The delivered item differs substantially from its description and the error cannot be corrected.

• The same order was charged twice.

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.

For new purchases, activation starts only after your action in the order. The first game launch is not tracked. Existing purchases keep their saved warranty terms and deadline.

Before contacting support, use “Check and replace” next to the delivered account. A confirmed replacement updates the file in the same order without restarting the warranty. A refusal or uncertain response automatically creates a linked support conversation. You can still contact support if the automatic check is unavailable.