Fulfillment Policy

Refund & Fulfillment Policy
1. General Provisions
Our primary goal is to ensure customer satisfaction. This policy describes the procedures and rules regarding returns, cancellations, and other issues related to fulfilling orders for digital goods, in particular, in-game balance (in-game currency).

2. Digital Goods
In-game Balance: Upon successful payment, in-game balance credits are immediately credited to your account and are non-transferable. Due to the nature of digital goods, all sales are considered final upon successful delivery, except as expressly provided in Sections 3 and 4 of this policy.

3. Refund Policy
3.1. Refund Terms. The user has the right to request a refund within 14 calendar days of the transaction.

3.2. In-game Balance Requirements Refunds are only possible if the purchased in-game currency (or digital goods) remains in the account balance in full. If the currency has been partially or fully used, spent, exchanged, transferred to other players, or otherwise expended, the refund will be denied.

3.3. Technical Errors. In the event of a game error, double debit, or non-delivery of a purchased item, refunds or manual credits will be processed on a priority basis after verification of the transaction logs by our Customer Support Team.

3.4. Processing Procedure. To submit a request, the User must contact Customer Support and provide:

Transaction ID (number);
Payment system receipt (confirmation);
Game account name;
Reason for refund.

The request will be reviewed within 48 hours.

3.5. Financial Terms (AML). Refunds are made exclusively to the payment method (bank card, e-wallet, or cryptocurrency wallet) from which the initial payment was made. Refunds to other payment details or in cash are not possible. The time it takes for funds to be credited to the User's account depends on the issuing bank and typically takes 5 to 10 business days from the date of approval.

3.6. Payment Processing Fee. For voluntary refunds (not related to a technical error on our part), the payment gateway processing fee will be deducted from the refund amount.

4. Cancellation Policy
4.1. The User may cancel an order until it is processed and the in-game currency is credited to the game account.

4.2. Once the in-game currency has been credited to the account balance, order cancellation is not possible; in this case, the terms of Section 3 apply.

4.3. To cancel an order, please immediately contact Customer Support, providing the order number or payment details. If the order has not yet been processed by the payment system, funds will be refunded using the same payment method.

5. Refunds, Chargebacks, and Disputes
5.1. Unauthorized Transactions. If you believe an unauthorized transaction has occurred, please contact our Customer Support team immediately. We will investigate and resolve the issue.

5.2. Combating Abuse (Chargeback/Dispute). Initiating a chargeback/dispute through the issuing bank or payment system without first contacting Customer Support is considered fraud. In this case, the User's game account will be permanently blocked without the right to restore, and all digital goods accrued will be forfeited. We take disputed payments seriously and will vigorously dispute unfounded claims, providing the bank with transaction and delivery logs.

6. Contact Information
For any questions, to process a return or cancel an order, or to request a refund under exceptional circumstances, please contact our Customer Support Team:

via the website ticket system;
on Discord;
on Telegram;
via direct email: info@valhalla-age.org.