Refund and Returns Policy

Eligible Refunds

A refund may be approved in the following circumstances:

  • We are unable to complete the order;
  • The top-up fails and no digital value is credited;
  • The same order is charged or fulfilled more than once because of an error caused by us or our processing system;
  • We deliver an incorrect product or amount because of an error caused by us; or
  • We cancel the order before successful delivery.

Non-Refundable Situations

A refund will normally not be provided where:

  • The top-up has been successfully delivered;
  • The customer provides an incorrect Player ID, server, region, game, platform, or account information;
  • The customer selects the wrong product or quantity;
  • The customer changes their mind after processing or delivery has started;
  • The game publisher suspends, restricts, closes, or bans the customer’s account;
  • The customer cannot access the game because of their device, internet connection, account status, regional restriction, or game server;
  • The customer has already used, transferred, consumed, or spent the virtual items;
  • The value or price of the virtual items changes after purchase; or
  • The request is submitted outside the applicable reporting period without a reasonable explanation.

Nothing in these Terms excludes any refund or remedy that cannot lawfully be excluded under applicable law.

Refund Request Period

Customers must submit a refund request within seven (7) calendar days after:

  • The order date;
  • The stated or expected delivery date; or
  • The date the customer first becomes aware of the relevant error,

whichever is later.

Customers should contact us promptly after discovering a problem. Delayed reporting may prevent us from verifying the transaction with the relevant supplier or game system.

Required Information

A refund request must include:

  • Order number;
  • Customer’s name and contact details;
  • Player ID and server information;
  • Payment receipt or transaction reference;
  • A clear explanation of the issue;
  • Screenshots or screen recordings showing the game balance and relevant transaction history; and
  • Any other information reasonably requested for verification.

Incomplete requests may take longer to review.

Review Period

We will normally review a complete refund request within three (3) to seven (7) business days.

Complex cases involving payment providers, suppliers, game publishers, technical investigations, or suspected fraud may require additional time.

Refund Processing Time

If a refund is approved, it will normally be returned to the original payment method within seven (7) to fourteen (14) business days after approval.

The actual time for the refunded amount to appear may depend on the customer’s bank, card issuer, e-wallet provider, or payment processor.

Unless required by law or agreed otherwise, refunds will be limited to the amount actually paid for the affected order. Third-party charges, bank fees, currency-conversion differences, and payment-processing fees may be non-refundable where they were not received or retained by us.

For further assistance, please contact us via email:ytianlimited@gmail.com.