Refund policy

Version of 10 Sep 2026

This page explains in plain words when and how we refund money. The full terms are set out in sections 4, 6 and 7 of the Public Offer; where the two differ, the Offer prevails.

1. The main principle

We sell digital goods: codes, keys, top-ups and subscriptions. A completed order cannot be refunded — a code that has been handed over, or a top-up that has been credited, cannot be “taken back” from the platform. An order counts as completed once the code is shown on the delivery page or in the “Orders” section, once the money is credited to a Steam balance or a PSN wallet, or once the product or subscription is activated on your account.

Until the order is completed, the money can be returned. How much comes back depends on whose side the reason is on.

2. The reason is on our side — you get everything back

If the order has not been completed and cannot be completed for reasons you are not responsible for (the item is out of stock, we have a technical problem, we have declined to perform it ourselves), we return 100% of the amount paid.

3. You changed your mind before work began

You can cancel an order we have not started working on yet: we return the amount paid, less only the payment providers’ fees for taking and refunding the payment, where the provider withholds them.

4. The problem is on your side — a refund with up to 15% withheld

Sometimes an order cannot be completed because of the buyer: a wrong login or region was given, sign-in details or a confirmation code were not provided in time, the account was blocked by the platform, or the account region does not match the order region. In such cases the refund is made with a fee of up to 15% of the order amount withheld. That fee covers the costs we have already incurred on your order: the payment providers’ fees for taking and refunding the payment, the advertising cost the order came through, the partner’s reward if you arrived via an affiliate link, and the cost of the digital item itself if it has already been bought for you and cannot be returned to the supplier. We confirm the amount withheld with a calculation when we review the request.

5. When no refund is made

The order has been completed, but the item cannot be used because of a region mismatch, your account settings, or the regional and age restrictions stated in the product description.
The platform (Sony, Valve, the publisher) has restricted your account — including after the order was completed.
A pre-order has already been placed on the account or delivered as codes and the publisher has moved the release date: the date is the publisher’s to set, and access opens automatically on the new one.
The credited top-up amount differs by up to 2% because of the platform’s currency conversion.
The service was performed properly and you simply did not like the result.

6. How to request a refund

Write a message in your order chat, or an email to the address in the “Details” section, giving the order number and the reason. We review the request and pass the refund instruction to the payment provider within 10 calendar days; how fast the money actually arrives depends on the payment provider and your bank. Refunds are made by the same means you paid with.

7. Bonuses on a refund

Points earned on a refunded order are cancelled; the part of the order paid with points is returned as points. Points, promo codes and discounts are not compensated in money.

8. Disputing a payment through your bank

Before disputing a payment through your bank (a chargeback), write to us — that settles the matter faster and without your access to the service being restricted. Disputing a payment for a completed order without contacting us first breaches the Offer: we will provide the payment provider and the bank with evidence that the order was completed.

Payout details

Email: support@jambastore.top