Refund Policy
This policy explains how the marketplace treats expired payment sessions, canceled orders, and completed purchases that require review.
1. Unpaid Orders
If a hosted payment session expires, fails, or is canceled before confirmation, credentials remain locked and the order can be retried or closed without delivery.
2. Completed Orders
Refund review for a completed order depends on the payment state, delivery history, account status, and any evidence provided through support. A completed order is not automatically refundable.
3. Duplicate Or Mistaken Payments
If you believe a duplicate payment or incorrect charge occurred, contact support immediately with the access code, buyer email, and any provider reference you have available.
4. Disputes And Manual Review
The platform may place an order into manual review when fraud risk, delivery mismatch, or a payment anomaly is detected. Refund outcomes can depend on the result of that review.
5. Delivery And Access Issues
If you paid successfully but cannot access your completed order, contact support before assuming the order qualifies for a refund. Many issues can be resolved through order recovery or code flow guidance.
6. Contact
For refund-related requests, email support@steamvault.gg with your access code and the details of the issue.