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. 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.
• 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.

3. 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.

4. 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.

5. 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; approved refunds are issued to the original payment method where possible, or as an equivalent resolution agreed with you.

6. 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.

7. Disputes and fraud

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

8. 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.