Refund Policy & Disclaimer

As our voluntary refund policy, we do not offer change-of-mind refunds or exchanges once a valid digital code matching your order has been supplied, or a direct top-up has been correctly completed to the account and for the amount you specified. This restriction does not affect any statutory cancellation right or any remedy available for faulty, incorrectly supplied or undelivered products.

Your legal rights take priority over our voluntary refund restrictions. Nothing in this policy limits a right or remedy that cannot lawfully be excluded. References to “Digital Goods”, “codes” or “top-ups” do not determine how a particular product is classified under applicable law.

These products are supplied electronically. They do not include printed manuals, physical media, packaging, physical cards or other physical items.

Your code or PIN will be available in your order history after your order has been completed. Delivery timing and any relevant requirements are as stated in the product description and checkout information.

Before ordering, read the product description and check the platform, region, currency, denomination, expiry and any account or redemption restrictions. Make sure the product is suitable for its intended use.

We do not offer a voluntary change-of-mind refund simply because you selected the wrong product where a valid code matching that selection has already been supplied. This does not affect a statutory cancellation right or your remedies where the listing was misleading or the product supplied was incorrect or faulty.

Check the game name, server, player ID, character or account name, region and amount before completing your order, as applicable. We process top-ups using the information supplied with the order.

We do not offer voluntary change-of-mind refunds or exchanges for a top-up correctly completed to the account and for the amount you specified. Any applicable statutory cancellation right remains subject to Section 5 below.

To the extent permitted by law, GRZ Gaming is not responsible for a top-up error resulting solely from incorrect customer details where we correctly followed those details. This does not exclude responsibility for our own errors, misleading information or any liability that cannot legally be excluded.

Contact us promptly if you notice a mistake. We will try to help where processing can still be stopped or corrected, but a request does not guarantee that a completed top-up can be amended or reversed. A failed top-up or an error caused by GRZ Gaming will be handled under Section 4.

Contact Live Support or support@grzgaming.com if a supplied code does not work, the product does not match your order, or a code or top-up has not been delivered as agreed.

Please provide your order number or enough information to identify the purchase, a description of the problem and any relevant error message or screenshot. We may ask for reasonable additional information to investigate. Do not post full codes publicly or send account passwords.

We will investigate and provide any remedy required by applicable law. Depending on the circumstances, this may include correction, replacement, completion of delivery, a price reduction or a refund. Where we cannot fulfil an order and you are entitled to cancel or end the contract, we will refund the amount legally due.

Your legal remedy is not limited to a discretionary goodwill decision. Checks with an issuer or supplier must not be used to deny or improperly delay a remedy you are entitled to receive from GRZ Gaming.

Report problems promptly to help us investigate. A delay in reporting does not automatically remove your statutory rights. There is no blanket six-month forfeiture rule. Applicable legal time limits and evidential requirements continue to apply.

When a cancellation period applies

Some purchases carry a statutory cooling-off right, even when the product is not faulty. The rules depend on the product and the law that applies to the transaction.

Where the UK statutory cancellation rules apply to a service contract or to digital content supplied without a physical medium, you may normally cancel without giving a reason until the end of 14 days after the day the contract is made, unless the relevant early-supply exception has validly applied. Any longer or extended period required by law remains available.

Qualifying digital content

Where a product legally qualifies for the digital-content early-supply exception, supply during the cancellation period requires your express consent and acknowledgement that you will lose the statutory cancellation right when supply begins. We must also provide the required confirmation of that consent and acknowledgement in a form you can retain.

If the required conditions are not met, we will not rely on this exception to deny a cancellation or charge for supplied content where the law prevents that charge. Clicking a general agreement to the Terms, paying, or receiving a code does not by itself establish the required consent and acknowledgement.

Qualifying services

Where the service-contract cancellation rules apply, starting performance during the cancellation period requires your express request. The cancellation right is lost only after the service has been fully performed following the required request and acknowledgement that full performance ends that right.

If you validly cancel after requesting early performance but before full performance, you may have to pay a proportionate amount for the service already supplied, but only where the required information and request conditions have been met and the law permits that charge.

Vouchers and top-ups are not automatically exempt

Electronic delivery alone does not make every voucher or top-up eligible for the digital-content exception. The relevant cancellation rules are determined by the nature of the product and applicable law. Faulty-product and non-delivery remedies are separate from the cooling-off right and are not waived by consenting to early supply.

How to cancel

Send a clear statement that you wish to cancel to support@grzgaming.com, through Live Support on grzgaming.com, or by post to the address in Section 9. Where a statutory deadline applies, sending your cancellation notice before it expires is sufficient, subject to applicable law.

You may use the optional form at the end of this policy, but you do not have to. Please provide enough information to identify your order. We do not require a particular form or a reason for exercising a statutory cooling-off right. We will acknowledge an electronic cancellation in a form you can retain.

Refunds that are due will be made without undue delay and within the applicable legal deadline.

For a valid cancellation covered by the UK rules described above, we will reimburse the amount due within 14 days after being informed of your decision to cancel, subject to any lawful deduction for an expressly requested and partially performed service. Where a UK digital-content price-reduction or refund remedy requires reimbursement within 14 days after we agree you are entitled to it, that deadline will apply. Any earlier deadline or additional right required by applicable law remains unaffected.

We will use the original payment method unless you expressly agree to another lawful method. We will not replace a monetary refund with Store Credit without your express agreement, and we will not charge a fee for issuing a statutory refund.

The time taken for a completed refund to appear in your account depends on the payment provider. That does not extend our own legal deadline for issuing it.

Requests outside your statutory rights may be considered individually as a goodwill matter. This discretion does not restrict a remedy that the law requires us to provide.

Keep your gift cards, vouchers, codes and Account access details secure.

To the extent permitted by law, GRZ Gaming is not responsible for losses resulting solely from your loss, disclosure or misuse of a valid code after delivery. This does not exclude responsibility for losses caused by GRZ Gaming or any liability that cannot legally be excluded.

We may update this policy by publishing a revised version on our website. Updates apply to future purchases from publication or a later stated effective date. They do not retrospectively reduce your rights in an existing order or remove a refund or remedy that has already arisen.

Complete and send this form only if you wish to cancel a contract. You may instead use any other clear statement of cancellation. The form does not create a cancellation right where none exists and does not restrict any right you already have.

To: Grz Gaming Limited, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom; support@grzgaming.com.

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods / for the supply of the following service:

Delete whichever wording does not apply. Providing the form or all its fields is not a condition of making a valid cancellation where the law accepts another clear statement.