Refund and Cancellation Policy

Last updated: {{EFFECTIVE_DATE e.g. 2026-11-01}}

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Because our products are digital goods delivered immediately, refunds are limited to the cases below. Contact {{SUPPORT_EMAIL}} with your order number within 7 days of purchase.

Eligible for refund

• The order was paid but not delivered and we cannot complete it.
• Duplicate payment for the same order (the extra amount is refunded).
• The order failed because of an error on our side (supplier outage we could not recover, wrong SKU we selected, etc.).
• You cancel before the top-up / code has been delivered.

Not eligible

• The item was delivered to the ID / server / region you entered, including when it was entered incorrectly — wrong-UID responsibility rests with the buyer.
• Gift card codes that have been revealed or redeemed.
• In-game currency that has already been spent.
• Buyer's change of mind after successful delivery.

How refunds are paid

• Cards: refunded to the original card; it may take 5–14 business days to appear.
• E-wallets (GCash, Maya, GrabPay, Touch 'n Go) and FPX: refunded to the original method where the provider supports it; otherwise as store credit (Wallet) or bank transfer.
• USDT: non-refundable to the blockchain address; eligible refunds are issued as store credit.
• Wallet payments: refunded to your Wallet.
• Wallet top-ups: unused top-up balance paid by card may be refunded to the original card within 7 days on request; top-ups paid with e-wallets, FPX or USDT are non-refundable to the original method. Wallet balance is never paid out in cash.

Failed delivery → wallet credit

If fulfilment fails after payment and we cannot complete delivery, we will mark the order failed and may credit your kkgame Wallet (where you have an account) while we arrange an original-method refund, or as the final refund where the original method does not support it.

Chargebacks

Please contact us before filing a chargeback. Unjustified chargebacks after successful delivery may lead to account suspension and recovery action. See also the Terms and Conditions.

Refund requests are processed within 3–14 days. Unpaid orders are cancelled automatically after 30 minutes.