2. Cases we will consider

Refunds are considered only where the fault lies with our systems:

• Multiple charges for a single top-up caused by a technical fault.
• Payment succeeded but no GCent arrived after 24 hours, and the transfer reference was correct.
• Transactions arising from account takeover, confirmed by our investigation or the authorities.

3. Cases we will NOT refund

• Change of mind after a successful top-up.
• GCent already spent on in-game items.
• Wrong server or character chosen by the player.
• Accounts banned for breaching the Terms of Service.

4. How to request

Requests must be submitted within 30 days of the transaction.

• Submit through the Support Centre with the order code and a receipt screenshot.
• We reconcile with the payment gateway; resolution takes up to 7 working days.
• If approved, funds are returned to the original payment method within 5–15 working days depending on the bank.