Refund Policy

1. The short version

If an order fails, never arrives, or is charged more than once, you get your money back. If the credit reached the account you told us to send it to, it cannot be returned — there is no way to un-deliver in-game currency.

Everything below is that principle applied to specific situations.

2. There is nothing to "return"

Conventional return policies assume goods can travel back to a seller. Nothing we sell can. In-game currency is credited to a publisher account and gift card codes are single-use secrets that lose all value the moment they are seen.

So this document is a refund policy, not a returns policy. There is no return window, no return shipping and no restocking fee, because there is no physical item at any point in the transaction.

3. When we refund in full

We issue a full refund, without argument, in these cases:

• Non-delivery. The order was paid but never delivered, and the failure is on our side or the supply channel’s.
• Failed order. The order was cancelled or errored after payment was captured.
• Duplicate charge. The same order was billed more than once, or a retry created a second charge.
• Wrong product delivered. You received a different denomination or a different product from the one on the order.
• Wrong amount charged. The amount taken does not match the amount confirmed at checkout.
• Order blocked by review. We held an order for risk screening and could not release it. Nothing is delivered and the full amount goes back.

4. When we cannot refund

These situations are outside what a refund can fix, and we would rather say so here than after you have paid:

• Correctly delivered orders. Credit that reached the ID on the order is gone from our reach, including cases of buyer’s remorse or a change of mind.
• A mistyped Player ID, UID, server or region. We deliver exactly where you tell us to. Once value lands in a stranger’s account, neither we nor the publisher can pull it back.
• Gift card codes already revealed. A code becomes non-refundable as soon as it is displayed to you, whether or not you have redeemed it.
• Publisher-side account problems. Bans, suspensions, regional lockouts and account recovery are decided by the game publisher, not by us. A working delivery into a banned account is still a completed delivery.
• Purchases made elsewhere. We can only refund orders placed on arctopup.com.
• Fraudulent or abusive claims. Orders linked to stolen payment credentials or repeated bad-faith claims are handled under the Terms of Service and the AML Policy, not this policy.

5. Wrong ID — what actually happens

Speak up immediately. If the order is still pending or processing we can often stop it, and a stopped order is refunded or re-sent to the correct ID at no cost.

Once the status reads delivered, the outcome depends entirely on the publisher. Some run a goodwill recovery process; most do not. We will raise the case with the supply channel on your behalf and tell you honestly what comes back, but we cannot promise an outcome we do not control, and an order delivered to the ID you supplied is not refundable by default.

6. Opening a request

1. Email [email protected] or open live chat within 30 days of the order date.
2. Give us the order number, the email used at checkout, and one or two sentences on what went wrong.
3. Attach evidence where it exists — a screenshot of the in-game balance, the payment receipt, or the error you saw.
4. We acknowledge within 24 hours and aim to reach a decision within 3 business days. Cases that depend on a payment processor or an upstream supplier can take longer, and we will keep you updated rather than leaving the ticket silent.

Requests raised more than 30 days after the order date may still be reviewed, but transaction data at our payment partners ages out and we may not be able to verify what happened.

7. How the money comes back

Refunds go to the original payment method. We cannot redirect a refund to a different card, wallet or account — that restriction comes from the payment networks and from our anti-money-laundering obligations.

Crypto refunds are returned as coin, not as fiat value. Because exchange rates move, the amount you receive back may be worth more or less than at the time of purchase; the coin quantity is what we preserve. Network fees are deducted where the chain charges them.

8. Wallet credit as an alternative

Where a refund is due you can take store credit instead. It reaches your ARCTopup balance instantly, never expires, and can be spent on any product in the catalogue. It cannot later be converted back to cash, so choose it only if you intend to order again.

9. Chargebacks

If something has gone wrong, contact us before contacting your bank. A chargeback freezes the disputed amount for weeks and blocks us from refunding you directly — it is slower for you than simply asking.

Chargebacks filed on orders that were correctly delivered will be contested with the delivery evidence, and the associated account may be suspended pending the outcome.

10. Your statutory rights

Nothing here removes rights you hold under the mandatory consumer law of your country of residence. Where that law grants you a stronger remedy than this policy, the law applies. Where it permits a supplier to exclude cancellation rights for digital content once supply has begun with the consumer’s consent, we rely on that exclusion.

11. Changes to this policy

We may update this policy as products and payment methods change. The version in force when you placed your order is the one that governs it, so a later revision never worsens the terms of an order you have already paid for.