Refund Policy

1. The short version

Digital game content is fulfilled to the player ID or account you submit. Before fulfillment starts, orders can usually be cancelled for a full refund. After successful delivery, they generally cannot. The sections below give the exact rules per situation.

2. Before fulfillment

While an order is in the Payment received state and fulfillment has not started, you can request cancellation and receive a full refund to the original payment method. Contact support@sqrise.com with the order ID as soon as possible — fulfillment for many products starts quickly after payment.

3. After delivery

Once an order shows Delivered — meaning the content has been credited to the player ID you submitted, or a code has been issued and redeemed — the order is non-refundable, except where the content delivered was not what was described, or where consumer law in your country grants non-waivable rights.

4. Wrong player ID

You are responsible for the accuracy of the player ID, server, and region entered at checkout, and each product page explains how to find the correct ID. If you report a wrong ID before fulfillment completes, we will try to correct or cancel the order, and refund it if cancellation succeeds. If content has already been delivered to the ID you submitted, we cannot retrieve it, and the order is not refundable.

5. Duplicate orders

Accidental duplicates reported before fulfillment are cancelled and refunded in full. Duplicates that have already been delivered follow the standard after-delivery rules in section 3.

6. Failed or impossible fulfillment

If we cannot deliver an order — for example because the product has become unavailable, the target account cannot receive it, or fulfillment fails permanently — we will either complete delivery through an equivalent supported method with your consent, or refund the order in full. Orders in the Action required state that cannot be resolved within a reasonable time are refunded.

7. How refunds are paid

Approved refunds go back to the original payment method. We initiate refunds promptly once approved; the time until the money appears depends on the payment provider and is outside our control. If a payment method cannot receive refunds, we will agree on an alternative with you.

8. How to request a refund

Email support@sqrise.com with the order ID, the game title, and a short description of the issue. Please use support rather than initiating a chargeback first — support resolves most cases faster, and unwarranted chargebacks may lead us to decline future orders.

9. Your statutory rights

Nothing in this policy limits non-waivable rights you have under the consumer protection law of your country of residence, including any rights relating to digital content that is defective or not as described.