Refund & Dispute Policy
This Refund & Dispute Policy explains how refunds and disputes work at MMO Gamer's Market ("we", "us", "our"). Because we sell digital in-game items that are delivered to you in-game by our agents, refunds work differently from those for physical goods. Please read this policy carefully before placing an order. It forms part of, and should be read together with, our Terms of Service.
Digital goods are generally final
We sell intangible digital items, such as virtual currency, gold, gems, coins, and cosmetics, that are delivered directly into your game account or character. Once digital items have been delivered in-game, the transaction is generally final and irreversible, because the items cannot be returned or recovered in the same way as a physical product. For this reason, we do not offer automatic or no-questions-asked refunds on delivered items.
Case-by-case approach
We believe in treating customers fairly, so we handle refund requests and disputes individually rather than applying a blanket rule. Where something has genuinely gone wrong, we will work with you in good faith to put it right. Each request is reviewed on its own facts and resolved at our reasonable discretion, taking into account the order records, our chat history with you, and whether and how the items were delivered.
When a refund is appropriate
The most common situations where a refund or remedy may be granted include:
- Non-delivery of a paid order — if you have paid and we are unable to deliver the items you ordered, you are entitled to a refund of that order. Legitimate non-delivery of a paid order is always made right.
- Wrong item delivered — if we deliver an item that materially differs from what you ordered, we will correct the delivery or, where that is not possible, offer a refund or other fair remedy.
- Order we cancel — if we cancel a paid order that we cannot fulfil, for example due to stock or a pricing error, we will refund the amount paid.
When a refund is usually not available
Refunds are generally not provided where:
- the items have already been delivered in-game as ordered and received by you;
- you provided inaccurate delivery information, or were unavailable to complete an in-game hand-off, causing the delay or failure;
- your game account is suspended, banned, or restricted by the game publisher, which is a risk you accept under our Terms of Service;
- the request relates to a change of mind after the items have been delivered;
- we reasonably believe the request involves fraud, chargeback abuse, or a breach of our Terms of Service.
How to open a dispute
If you believe there is a problem with your order, please contact us promptly so we can investigate while the records are fresh. To open a dispute:
- Contact us at [email protected] or through our live chat or Discord within a reasonable window after the issue arises, ideally within a few days of your order.
- Include your order details, the email used to order, and a clear description of the problem, along with any relevant screenshots or evidence.
- Our team will review the order and our chat history and work with you in good faith toward a fair resolution.
We aim to acknowledge disputes quickly and to resolve them as promptly as the circumstances allow. Please raise concerns with us directly first, rather than initiating a payment-provider chargeback, so we have the opportunity to resolve the issue; abusive or fraudulent chargebacks may result in account termination.
How refunds are paid
Where a refund is granted, we will generally return it using the same method you used to pay, where practical. For cryptocurrency payments (Bitcoin or USDT), refunds are sent to a wallet address that you provide, because we do not hold custody of your funds. It is your responsibility to provide a correct and compatible wallet address; we are not responsible for funds lost due to an incorrect address you supply. The value refunded reflects the amount paid for the order, and we are not responsible for fluctuations in cryptocurrency value or for network or provider fees that may apply.
Changes to this policy
We may update this Refund & Dispute Policy from time to time. When we make material changes, we will revise this policy. The policy in effect at the time of your order applies to that order.
Contact us
For any questions about refunds or to open a dispute, contact us at [email protected] or reach our team through Discord.