Refund & Cancellation Policy

1.1 The marketplace

GameEx is a digital marketplace operated by MCUBES, registered as MGP 22/954, Midhunam, Mannancherry P.O, 688538, Alappuzha, India (India). GameEx facilitates the purchase and delivery of digital products, including game keys, activation codes, licences, digital files, subscriptions, virtual products and other digitally delivered products offered through the marketplace.

Because the products sold through GameEx are digital in nature, many purchases cannot be physically returned once delivery, disclosure, download, activation, redemption or access has occurred.

Accordingly, all customers are required to review the product description, platform and region restrictions, activation requirements, delivery method and other applicable information before completing a purchase. By successfully completing a purchase, the customer acknowledges and agrees to this Refund & Cancellation Policy, subject always to any mandatory rights provided by applicable law.

2.1 The rule

Once a payment has been successfully authorized and the order has been created, the order cannot ordinarily be cancelled at the customer's request. This applies whether or not the customer has: opened or viewed the order; viewed, copied or used the activation code; downloaded an attached file or the digital product; contacted the seller or GameEx support; or changed their mind after purchase.

Digital products are processed for delivery after payment confirmation and may be allocated, reserved, delivered or made available immediately. Change of mind is therefore not a valid reason for cancellation or refund. Any exception is entirely subject to the eligibility conditions in this Policy and applicable law.

3.1 What counts as a completed purchase

A transaction is considered a completed purchase when: (1) the payment provider successfully confirms the transaction; (2) GameEx receives authoritative payment confirmation; (3) the order is created or confirmed; and (4) the product enters the delivery process.

3.2 What is not a reason for cancellation or refund

After successful payment, customers cannot request a refund merely because they:

• •purchased the wrong product, edition or platform;
• •selected the wrong region;
• •no longer want or require the product;
• •found the product cheaper elsewhere;
• •changed their mind or purchased accidentally;
• •purchased multiple copies;
• •did not read the product description;
• •misunderstood the activation requirements;
• •expected a different product or a different delivery method.

3.3 Customer responsibility

Customers are responsible for checking the product information before purchasing. Section 4 of this Policy sets out what to review.

4.1 What to verify before purchase

Before purchase, customers should verify all information displayed on the relevant product page, including where applicable:

• •product name, edition, platform and region;
• •activation location and activation method;
• •account, system, subscription, DLC and game-ownership requirements;
• •expiration information and other restrictions;
• •delivery method and seller information;
• •quantity, currency and the final purchase price.

4.2 Consequences of not checking

GameEx is not responsible for a customer's failure to review information that was clearly presented before purchase.

5.1 The commercial guarantee

GameEx provides a 24-hour delivery protection period for eligible purchases. If a successfully paid order has not been delivered within 24 hours of successful payment, the customer may contact GameEx Support and request resolution.

Subject to verification of the transaction and the absence of fraud, abuse or other disqualifying circumstances, the customer may be eligible for a full refund of the eligible product amount, or equivalent GameEx wallet/store credit, as selected by the customer where legally permissible.

The 24-hour guarantee is a commercial guarantee provided by GameEx. It applies to delivery of the purchased digital product and does not mean that every order will necessarily take 24 hours — many products are delivered substantially sooner. The protection does not apply where delivery has already occurred or where the customer has already received access to the purchased digital product.

6.1 What counts as a genuine product problem

A customer may report a legitimate product issue within the reporting window in Section 7. Examples include:

• •activation code does not work or is invalid;
• •product cannot be activated in the advertised region;
• •product materially differs from the advertised product;
• •delivered file is corrupted or inaccessible;
• •delivered product is materially not as described; or
• •the purchased digital entitlement cannot be used for the advertised purpose.

6.2 Evidence

GameEx may request reasonable evidence necessary to investigate the claim. This may include: the order number; screenshots and activation error messages; platform, region and relevant account information; evidence of attempted activation; and other information reasonably required to investigate the issue.

7.1 The window

Problems with a delivered product should be reported within seven (7) days from the date of delivery. After seven days, the transaction may be considered completed and the seller may become entitled to the corresponding proceeds, subject to applicable law and any unresolved dispute. Late claims may be considered only in exceptional circumstances, including where mandatory law requires otherwise.

Customers should therefore report problems as soon as they become aware of them. The seven-day defect window is separate from the 24-hour delivery guarantee in Section 5: delivery delay is covered by the guarantee, defects and mismatches are covered by the window.

8.1 The remedies

If GameEx determines that a product is genuinely defective, invalid or materially not as described, an appropriate remedy is provided:

• •Option A — Replacement / redelivery: where available, a replacement product or valid digital entitlement;
• •Option B — GameEx wallet credit: eligible funds as wallet/store credit;
• •Option C — Original payment method: where eligible and technically available, a refund to the original payment method.

8.2 What the remedy depends on

The available remedy may depend on payment-provider capabilities, transaction status, product type, seller circumstances, fraud-prevention requirements, applicable law, and the specific circumstances of the dispute.

9.1 Non-refundable fees

Where a refund is approved, GameEx platform/service fees, payment-processing fees, gateway charges, currency-conversion charges or other non-refundable transaction fees may not be refundable, to the extent permitted by applicable law. These charges may already have been incurred by GameEx or its payment providers when processing the transaction. Any refundable amount will be determined based on the actual transaction and applicable law.

Where a refund is required because GameEx failed to deliver a paid product, or because the product was materially defective, the refund will be handled in accordance with applicable law and the specific circumstances of the transaction.

10.1 Delivery methods

Digital products may be delivered through activation codes, licence keys, digital files, downloadable documents, account entitlements, game-related products, or other digital delivery mechanisms.

10.2 Code confidentiality and finality of reveal

Once a customer explicitly chooses to reveal, copy, download or otherwise access a digital product, the product may be considered delivered. For activation codes, customers should treat the code as confidential. Once an activation code has been revealed, copied or used, GameEx may be unable to determine whether the code has subsequently been disclosed to another person. Accordingly, a revealed or redeemed activation code is generally not eligible for cancellation or change-of-mind refund. This does not prevent a customer from reporting a genuine defect or invalid product where the customer has a legitimate claim.

11.1 Correct redemption

Customers are responsible for ensuring that they activate a product using the correct platform, account, country/region, application, game, store, device and activation procedure.

A customer cannot ordinarily obtain a refund because they attempted to redeem a product on an unsupported platform, account or region when the relevant restriction was disclosed before purchase.

12.1 Unsupported claims

GameEx maintains safeguards against refund abuse, payment fraud and friendly fraud. Examples of prohibited or unsupported refund behaviour include:

• •falsely claiming that a delivered code was never received or that a valid code does not work;
• •falsely claiming that a product was never delivered;
• •intentionally entering an incorrect region and requesting a refund, or intentionally purchasing the wrong product and requesting cancellation;
• •revealing or redeeming a code and then falsely claiming it was unused;
• •repeatedly purchasing products and requesting refunds without legitimate grounds, or serial refunding;
• •repeatedly abusing promotional offers, or creating multiple accounts to obtain refunds or credits;
• •using multiple payment methods to circumvent restrictions;
• •using stolen or unauthorized payment credentials, or a payment method belonging to another person without authorization;
• •manipulating payment disputes and filing false chargebacks;
• •attempting to obtain both a refund or wallet credit and the purchased product for the same transaction;
• •submitting fabricated, altered or misleading screenshots or transaction information;
• •falsely claiming unauthorized access to a product or account;
• •exploiting technical errors to obtain duplicate products or refunds, or abusing wallet credits;
• •transferring products or codes to third parties and subsequently claiming non-delivery, or intentionally sharing activation information and subsequently claiming the product was compromised;
• •using the platform to test stolen payment instruments; and
• •any other conduct designed to obtain money, credit or digital products through deception.

12.2 Consistency with recognized marketplace risks

These behaviours are consistent with recognized marketplace refund-abuse risks, including serial refunding, payment-system manipulation and fraudulent refund activity.

13.1 Suspicious activity

GameEx may temporarily suspend a refund decision while investigating suspicious activity. The investigation may consider account and order history, payment information, payment-provider information, delivery timestamps, product reveal and download events, activation information where available, IP and device security signals, account activity, previous refund requests and disputes, communication history, seller evidence, transaction logs, and other relevant security information. GameEx may request additional verification from the customer.

14.1 Enforcement measures

Where there is credible evidence of fraud, abuse or policy manipulation, and subject to applicable law, GameEx may:

• •reject an abusive refund request;
• •temporarily restrict or suspend an account, or permanently terminate it;
• •restrict wallet functionality, purchasing or promotional benefits;
• •hold transactions pending investigation or prevent additional transactions; or
• •refer suspected fraud to relevant payment providers or authorities.

14.2 Purpose

These measures are intended to protect legitimate customers, sellers and the GameEx marketplace.

15.1 Support before disputes

Customers should contact GameEx Support before initiating a payment dispute where the issue can reasonably be resolved through the support process. A chargeback or payment dispute does not automatically establish that a refund is owed.

Where a customer initiates a chargeback while simultaneously pursuing a refund through GameEx, the internal refund process may be suspended until the payment dispute is resolved.

15.2 Evidence and consequences

GameEx may provide the payment provider with relevant transaction evidence, including order information, payment confirmation, delivery records, reveal and download records, customer communications, product information and other transaction evidence. False or abusive chargebacks may result in account restrictions and may be reported to the relevant payment provider where appropriate.

16.1 One remedy per transaction

A customer may not receive both a GameEx refund or wallet credit, and a successful chargeback or payment reversal, for the same transaction. If a duplicate recovery occurs, GameEx reserves the right to recover the duplicate amount where legally permitted.

17.1 Settlement controls

For marketplace transactions, seller proceeds may remain subject to applicable dispute, fraud and settlement controls. A seller may not necessarily receive the full transaction proceeds immediately following purchase. GameEx may retain amounts where necessary to: investigate a customer complaint; resolve a product dispute; investigate fraud; process an eligible refund; comply with payment-provider requirements; or comply with applicable law. After the applicable dispute period has expired, eligible seller funds may be released according to the marketplace's seller terms.

18.1 Provider-dependent timelines

Once GameEx approves a refund, processing time depends on the selected payment method and provider. GameEx cannot guarantee the exact time required by banks, card issuers, payment processors, e-wallet providers or other financial institutions. A refund may therefore be marked as processed by GameEx before the funds appear in the customer's account.

19.1 Choosing wallet credit

Where a customer chooses GameEx wallet credit instead of an original-payment-method refund, the applicable amount is credited to the customer's GameEx account after approval. Wallet credit may be subject to separate wallet terms and applicable law. Once wallet credit is voluntarily selected and issued, the customer may not subsequently request an additional refund for the same amount.

20.1 Delays caused by wrong information

GameEx is not responsible for delays caused by incorrect information supplied by the customer, including an incorrect email address, account information, platform, region or payment details, or failure to provide information reasonably required to complete delivery.

21.1 Discounted products

Products purchased using coupons, promotional credits, discounts, wallet credits, special offers or other promotional benefits may be subject to additional refund conditions. Where a refund is approved, the refundable amount may reflect the actual amount paid rather than the original undiscounted price. Promotional benefits may not be reinstated after a refund unless GameEx expressly determines otherwise.

22.1 Official charges

Where applicable, refunds of taxes, duties or other government-imposed charges will be handled in accordance with applicable law and the treatment of the underlying transaction.

23.1 Rights that cannot be excluded

Nothing in this Policy is intended to exclude or restrict rights that cannot legally be excluded or restricted under applicable consumer-protection, payment, privacy or other laws.

Where mandatory law provides a customer with a right to cancellation, withdrawal, refund, replacement or another remedy, that right will apply to the extent required. Where a jurisdiction requires specific consent or disclosure before digital content is supplied, GameEx will request that consent and make the required disclosures before delivery, and this Policy is read accordingly.

24.1 The request

Contact GameEx Support through the official support channel associated with your account, or by email to howdy@gameex.co. A refund request should include:

• •order number;
• •account email;
• •product name;
• •description of the issue and the date it was discovered;
• •relevant evidence.

24.2 Security hygiene

Do not include activation codes, passwords, payment-card numbers, CVV numbers or other sensitive credentials in support tickets. GameEx may request additional information through a secure process.

25.1 What we log

GameEx maintains transaction and delivery records to protect both customers and sellers. Depending on the product type, records may include: payment confirmation; order creation; delivery timestamp; inventory assignment; activation-code reveal; file download; customer confirmation; order-status changes; support communications; and relevant security events.

These records may be used to investigate disputes and determine eligibility for refunds.

26.1 Inspect early, report promptly

Once a digital product has been successfully delivered and accessed, the transaction is generally considered final. Customers should therefore inspect the product information carefully before purchase and report genuine problems promptly.

The purpose of this Policy is not to prevent legitimate customers from receiving remedies for defective, invalid, misdescribed or undelivered products. It is intended to distinguish genuine product problems from cancellation requests, change-of-mind requests and fraudulent or abusive claims.

27.1 Keeping this Policy current

GameEx may update this Refund & Cancellation Policy from time to time to reflect changes in the marketplace, payment-provider requirements, fraud-prevention practices, digital-delivery systems, applicable law, or improvements to customer protection. The current version published on the GameEx website will apply to purchases made after its effective date, subject to applicable law.

28.1 At a glance

The matrix below summarises typical outcomes for the most common situations. In every row, mandatory consumer-protection rights under applicable law always come first.