Refund policy

1. General rule — digital goods are final

All products sold on HOT RELOAD are digital goods delivered automatically. Once an order is fulfilled and delivered, the sale is final. Digital codes and credited balances cannot be returned, exchanged, or cancelled after delivery.

2. Report problems promptly

If your order shows delivered but the goods did not arrive, contact us as soon as possible — ideally within 14 days of the order. Quick reports let us verify delivery records while they are still fresh and resolve genuine failures fast.

3. Non-refundable cases

No refund is issued in the following cases:

• Gift cards, vouchers, and redeemable codes that have been delivered or revealed — delivered codes cannot be resold or revoked.
• Top-ups and direct recharges that have been credited to the account details you provided.
• eSIM plans once the plan has been issued or activated.
• Orders delivered to an incorrect player ID, server, region, or email that you entered at checkout.
• Products bought for the wrong account region (for example a US-region card redeemed against a non-US account).
• Funds sent on the wrong network, to a wrong address, or from an incompatible wallet — these transactions are irreversible on the blockchain.
• Change of mind, accidental purchase, or a product that no longer suits you after delivery.
• Accounts restricted, suspended, or banned by the game publisher or platform after a successful delivery.

4. When we do refund or redeliver

• The product was unavailable or out of stock after your payment was confirmed.
• Delivery failed on our side or on our provider's side and could not be completed.
• We sent the wrong product or wrong amount due to our error.
• A duplicate payment was confirmed for the same order.
• Your payment was received but the order was cancelled by us before fulfillment.

5. Partial and under-payments

If your confirmed payment is less than the order total, we will ask you to top up the difference so the order can complete; where topping up is not possible we can refund the received amount minus network and provider costs. Overpayments above the order value are credited or refunded on request.

6. Unpaid and expired orders

Orders that are never paid expire automatically when the payment countdown ends and are never charged. If your payment was broadcast but arrived after expiry, contact support with your transaction hash — late payments are reviewed case by case and may be credited, redelivered, or refunded depending on their status.

7. How refunds are issued

• Approved refunds go back to the original payment method where possible — crypto refunds are sent in the same currency/network to the address you paid from (or one you confirm in writing).
• Refund amounts equal the received payment; network fees paid to miners are not recoverable and cannot be refunded.
• Where a refund is impractical, we may agree an equivalent resolution with you — store credit or redelivery of equal value.
• Crypto price movements between payment and refund do not change the amount owed; refunds reflect the value of your order, not market swings.

8. How to request a refund

• Contact support through the channels in the site footer.
• Include your order token (from your order status link) and the transaction hash if relevant.
• Describe the issue clearly — screenshots of the game account or payment receipt help us resolve it faster.
• Each request is reviewed individually and we confirm the outcome in writing.

9. Processing time

We aim to review refund requests within a few business days. Approved crypto refunds may take additional time depending on network conditions and provider processing; we will tell you when it is sent and share the transaction hash.

10. Disputes and fraud

Opening fraudulent claims or payment disputes after successful delivery leads to order cancellation, flagging of related details, and refusal of future service. If something went wrong, contact us first — most issues are resolved faster through support than through disputes.

11. Changes to this policy

We may update this Refund Policy at any time. The version published on this page applies to orders placed after its publication date.