Account refund
Support refunds money for an account after reviewing your request. Here we explain when this is possible, what exactly is refunded and where the money goes.
In short. There is no refund button in your account dashboard — create a ticket for the order. Support makes the decision: a replacement account or a refund. By default, the money goes back to your site balance as 100% cashback: you can use it to pay for your next order in full, but you can't withdraw it to a card.
The essentials
A refund is a support decision about a specific paid order. You describe the problem in a ticket, support checks it and offers a solution: a replacement account or a refund. You can't issue a refund yourself.
Contact support within 14 days of placing the order. The account catalog page says: “A refund is possible within 24 hours if there are technical problems with the account. Contact support to resolve the issue.” So if you have a technical problem, write as soon as you notice it. In every case, the final decision is made by support.
Conditions
When a refund is possible
- The order is paid. An unpaid order doesn't need a refund: delete it in “My orders”, and any cashback you used comes back automatically.
- There is a problem with the account or the seller: the details were not delivered, the account doesn't match the description, it was blocked or its login details were changed, or the seller doesn't respond. What to do in each case is covered in Problems with a purchased account.
- An order can be refunded only once.
What is refunded
- The full amount you paid for the order: the payment plus any cashback you used on this order.
- The 3% cashback credited for this order is cancelled.
- The cost of the “Lifetime Warranty” option (+15%) is not refunded.
Where the money goes
| Where | How | What matters |
|---|---|---|
| To your site balance (default) | Cashback for 100% of the refund amount | For accounts, it never expires (at the time of writing). It can cover your next order in full: the limit of 30% of the order amount does not apply. You can't withdraw it to a card |
| To a card | Only in exceptional cases, by a separate support decision | Takes 5–10 business days to arrive |
What changes after a refund
- The order status changes to “Refund to client website balance”.
- A system message appears in the order chat: “Seller (…) refunded the client (…) for order #… to the site balance.”
- In “Wallet” → “Cashback history” tab, a “Credited” line appears with the reason “Refund for order #…”. The amount is added to your cashback balance.
- The seller doesn't get paid for this order.
- You don't get a separate email about the refund. Check the order page and “Wallet”.
Order status and refunds
| Order status | What it means | What to do |
|---|---|---|
| “In processing” | The order is not paid | Nothing to refund. Delete the order if you don't need it |
| “Payment time has expired”, “Cancelled by the client” | No payment was made | No need to contact support |
| “Waiting for confirmation” | Paid, the money is held by the platform, the seller hasn't received it yet | Don't click “Confirm receipt”, create a ticket |
| “completed” | The deal is complete | Create a ticket in the “Have a question or issue after completion?” line |
| “Refund to client website balance” | The refund has been issued | The money is in “Wallet” → “Cashback history” |
Examples
- The seller didn't send the details and the delivery timer ran out. Create a ticket with the topic “Did not receive account / access credentials not provided”. If support approves the refund, the full amount goes to your site balance as cashback.
- An account with the “Lifetime Warranty” option, partly paid with cashback. The payment and the cashback you used are refunded. The warranty cost is not refunded.
- You already clicked “Confirm receipt”, and then the account was blocked. The confirmation can't be undone, but you can still contact support: create a ticket in the “Have a question or issue after completion?” line. If you have a lifetime warranty, its terms apply — see Account warranty.
- The order is not paid. No need to contact support. Delete it — any cashback you used will come back.
- You got a refund and are buying another account. On the checkout page, enter an amount in the “Cashback” field — the field won't accept more than the limit and shows the “Maximum” badge at the maximum. Refund cashback can cover the order in full.
How to request a refund
- Open the order: in your profile, go to “My orders”.
- Click “Create ticket”. If the order status is “completed”, this button is in the “Have a question or issue after completion?” line. If a ticket already exists, click “Go to created request”.
- Choose a topic: “Did not receive account / access credentials not provided”, “Account does not match description (different region, rank, etc.)”, “Account blocked or login details changed”, “Seller is not responding” or “Problem with order”.
- Describe what happened and when. Say that you are asking for a refund.
- Add evidence under “Attachments” — up to 4 PNG or JPEG files.
- Click “Send request”. You can have one open ticket per order. You can send your next message after support replies.
You can also write to the support chat and include your order number — see Where to write.
Important. Don't click “Confirm receipt” until the issue is resolved. Confirmation completes the deal and can't be undone.
Important. Don't open a chargeback (a payment dispute through your bank) instead of contacting support. This puts the review of your case on hold.
FAQ
Can I get a refund to my card?
By default, the money goes back to your site balance as cashback. A refund to a card is possible only in exceptional cases, by support decision. It takes 5–10 business days to arrive.
Will the lifetime warranty cost be refunded?
No. The “Lifetime Warranty” option (+15%) is not refunded.
Will the refund cashback expire?
For accounts, no — it never expires (at the time of writing).
Where can I see the refunded money?
In “Wallet” → “Cashback history” tab: a “Credited” line with the reason “Refund for order #…”. You don't need to look for it in the “Transactions” tab.
Will I get an email about the refund?
No. Check the order status, the messages in the order chat and “Wallet”.
How long do I have to contact support?
Contact support within 14 days of placing the order, and right away if it's a technical problem. In every case, the decision is made by support.