Warranty and refund policy

1. “No warranty / No refund” products

For products clearly marked "No warranty / No refund", after the product, account, KEY or access rights have been duly handed over/activated, SHOP does not accept refunds simply because:

• customer needs change;
• no longer want to use;
• Purchased by mistake but the product was delivered as described;
• quota is not used up;
• Do not use the product;
• incompatible client devices;
• Customer loses KEY or login information;
• customer violates SHOP or third-party supplier policies.

This regulation does not exclude cases where SHOP must perform other obligations according to mandatory provisions of law.

2. Product has warranty

For products marked "Warranty support during the period of use", SHOP prioritizes troubleshooting instead of refunds.

Forms of processing may include:

• product inspection;
• error correction;
• change KEY;
• restore access where possible;
• replace equivalent products;
• adjust incorrectly calculated quota;
• or other options suitable for the product.

Cases such as:

• Faulty KEY;
• KEY does not match quota;
• Product description is incorrect;
• account error;
• Access is problematic;

will be checked by SHOP before determining the treatment plan.

The occurrence of an error does not automatically create the right to request a refund if SHOP can still fix it or provide the promised benefits, unless otherwise provided by law.

3. Warranty cases may be denied

SHOP may refuse warranty or refund if the problem arises directly from:

• Customer reveals KEY;
• account sharing contrary to product conditions;
• change password/information outside of instructions;
• intentionally tampering with the product;
• use for prohibited purposes;
• spam or abuse;
• violates SHOP's terms;
• violate a third party provider's terms;
• or provide false information to request a refund.

SHOP reserves the right to request reasonable information to verify the problem before processing.

4. Refund according to usage

Only products clearly marked “Refund as per usage” will apply this mechanism.

If eligible, the expected refund amount is determined according to the following principles:

Refund amount = Actual value paid by the customer − Value of used services − Amounts not included in the refund value announced before purchase (if any).

Spent value is determined based on valid usage data recorded by the system.

Promotional quotas, referral rewards, bonuses or free benefits cannot be converted into cashback, unless otherwise announced by SHOP.

5. Limited time package

For packages with a fixed term of use, if the product information clearly states that the unused quota/service is not refundable after the package is activated, the customer cannot request a refund just because it is not used within the term.

If the product also states “Refund based on usage”, the specific conditions on the product page will prevail.

In case SHOP cannot continue to provide the committed service and cannot provide a reasonable solution, customer rights will be handled according to product policies and applicable legal regulations.

6. Wrong transaction or duplicate payment

If the system confirms that the customer made a duplicate payment but only received one product, SHOP will check to handle the excess payment.

Related requests must provide transaction codes or necessary information for SHOP to verify.

7. Refund fraud

Customers may not:

• using the service and then intentionally declaring that you have not received it;
• proof editing;
• fake error;
• intentionally creating disputed transactions after using quota;
• or take advantage of the refund policy to receive invalid benefits.

SHOP has the right to temporarily lock the relevant account/KEY during the investigation of fraud with reasonable grounds.

8. Some common cases

“I bought a third-party account/service but the account is locked, does SHOP have a warranty?”

Support depends on the warranty policy stated on the product at the time of purchase and the reason the account is locked.

If the product says "No warranty" or the lock is due to customer behavior/violation of applicable terms, SHOP may refuse warranty.

If the product has a warranty and the problem is within the warranty scope, SHOP will handle it according to the published conditions.

"I bought a package with a warranty but now I no longer need to use it. Can I get a refund?"

No, if the only reason is that the customer's needs change and the product does not have a refund policy for this reason.

“If I lose my KEY, can I get it reissued?”

SHOP can support rolling or issuing replacement KEYs after verifying ownership.

Previously used quotas are not reset.

9. Control

When processing warranty or refund requests, SHOP may use:

• payment data;
• product delivery history;
• usage log;
• quota; quota;
• KEY history;
• session information;
• and necessary technical data

to verify the request.