Refund Policy

This Refund Policy forms part of our Terms of Service. Words that are given a special meaning there have the same meaning here.

1. Why digital top-ups work this way

When you buy a top-up, value is applied to the game account you nominate the moment the order completes. That transfer happens inside the game publisher's systems and cannot be reversed, recalled, or moved by us afterwards. There is no equivalent of returning an unopened box.

Because of that, all sales are final once the order has been delivered, except in the specific situations set out in section 2. This is the standard position across the digital top-up industry, and it is the basis on which our prices are set.

By placing an order you acknowledge that delivery begins immediately and that, once delivery is complete, the sale cannot be unwound.

2. When you get a refund

You are entitled to a full refund in each of the following situations. In most of them the refund is issued automatically and you do not need to contact us. Section 5 sets out where the money goes and the one deduction that can ever apply.

2.1 We could not deliver your order

If a payment succeeded but we could not complete delivery for any reason, we cancel the order and refund it in full, automatically. You will get an email confirming the cancellation and the refund.

This covers, for example, a fulfilment step that failed, a supply problem on our side, or a technical fault.

2.2 Orders we had to investigate first

Occasionally an order ends up in a state where we cannot immediately tell whether the top-up was delivered. Rather than guess, we put the order on hold and check.

We email you within 1 business day to say this has happened, and your order page says so too. We email you again the moment we know, and you can ask us where it stands at any point in between.

If the check shows nothing was delivered, we cancel the order and refund it, routed as set out in section 5. If it shows the top-up did arrive, the order stands and section 3 applies. Either way you will hear from us with the outcome.

We do not put a deadline on the check itself. It depends on our supplier's records rather than on us, and most resolve within a few days. Closing it by guessing would be worse for you than waiting: cancelling an order that did deliver would leave you without the top-up, and treating an undelivered order as fulfilled would leave you out of pocket.

2.3 We cancelled or rejected your order

If we decline, cancel, or reject an order after you have been charged, whether for fraud screening, a pricing error, unavailability, a territory restriction, or any other reason under clause 7.3 of our Terms, we refund it in full.

2.4 Only part of your order was delivered

If your order contained more than one item and some of them could not be delivered, we deliver what we can and refund the undelivered items in full. Items that were delivered stay delivered and are not refundable. Each item is treated separately.

2.5 You were charged more than once for the same order

If a technical fault caused a duplicate charge, we refund the duplicate in full.

2.6 The payment was not authorised by you

If your payment method was used without your permission, tell us immediately and tell your bank. We will investigate, cooperate fully, and refund a confirmed unauthorised transaction. We may ask you for reasonable information to support the investigation.

2.7 The law requires it

If mandatory consumer protection law in your country gives you a refund right in circumstances not listed above, that right applies and we will honour it. See section 9.

3. When you do not get a refund

To be straightforward with you, these are the situations where we cannot refund. Every one of them exists because the value has already left our hands and cannot be recovered.

3.1 You entered the wrong game account details

If you enter the wrong Member Code, the wrong world or server, or the wrong character name, and the top-up is delivered successfully to the details you gave us, the order is treated as correctly fulfilled. The value has gone to a real game account. We cannot recall it, we cannot move it, and we cannot ask the game publisher to move it.

Please check every field on the confirmation screen before you pay.

3.2 You changed your mind

We do not refund because you no longer want the top-up, bought the wrong denomination, found it cheaper elsewhere, or bought it by mistake.

3.3 The top-up was delivered but you have not claimed it in game

Some games hold a purchase until you claim it inside the game. If your order shows as delivered but you cannot see the value yet, open the game and claim any pending purchase. This is a game side step that we cannot perform for you, and it is not a delivery failure.

3.4 The game publisher restricted, suspended, or banned your game account

We have no control over a publisher's decisions about its own players' accounts. If a publisher suspends your account, or removes value we delivered, that does not entitle you to a refund from us, because the order was completed on our side. We will provide proof of purchase to help you take it up with the publisher. See clause 15 of our Terms.

3.5 The value was spent, transferred, or lost in game

Once value is in a game account, what happens to it is between you and the publisher. We cannot refund items you spent, traded, lost, or had stolen because someone else accessed your game account.

3.6 Promotional or bonus value

Free, bonus, or promotional value has no cash equivalent and is not refundable. If we refund a purchase that came with a bonus, we may reverse the bonus as well.

3.7 Wallet top-ups

Adding funds to your Abso Wallet is a purchase of prepaid value and is final and non-refundable, except where the top-up failed, was duplicated, was unauthorised, or where a refund is required by law. Wallet Balance cannot be withdrawn or converted back to cash. See clause 12 of our Terms.

3.8 Charges applied by your own bank

Foreign exchange margins, cross-border fees, and other charges applied by your card issuer or payment provider are set by them, not by us. We cannot refund them.

4. How to ask for a refund

If your situation falls under section 2 and you have not been refunded automatically, contact us at support@absogames.com.

Please include:

• your order reference (it is in your confirmation email and on your order page);
• the email address you used at checkout;
• the date and approximate time of the order;
• what went wrong, and a screenshot if you have one.

Please contact us as soon as you can, and ideally within 30 days of the order. The sooner we hear from you, the more evidence is available and the faster we can resolve it. Payment providers also apply their own time limits on reversals, and after those limits pass a refund may become impossible for reasons outside our control.

We aim to acknowledge within 2 business days and to reach a decision within 14 business days. If we need longer, we will tell you why.

5. How refunds are paid

5.1 What you get back. We refund every item you were charged for, at the price you were charged for it. Where we credit your Abso Wallet, you get the whole of that amount with nothing taken off. Where we send money back out through a payment network, that part is reduced by the processing fee on it, and section 5.5 explains why.

5.2 Where a refund goes. If you have an Account with an Abso Wallet, we credit your Wallet first, up to the room left under your Wallet limit, and send anything that will not fit back to the payment method you used. If you checked out as a guest, or your Wallet is already at its limit, the whole refund goes back to the payment method you used. Your order page shows you exactly which way each part went.

5.3 Why the Wallet comes first. A Wallet credit reaches you the same second, it cannot fail, and it does not depend on the payment network having a route back. A refund to a card or a bank account takes days, can be refused on the first attempt, and for a few local payment methods is not possible at all. Filling the Wallet first means the money is back with you immediately.

Your Wallet limit is what guarantees the money can always leave. Once the Wallet is full, everything we owe you goes back the way you paid. We will never hold a refund back on the ground that your Wallet is full.

5.4 Wallet credit is spendable with us, and cannot be cashed out. A refund credited to your Wallet becomes Wallet Balance like any other. It can be spent on anything we sell and it does not expire, but it cannot be withdrawn or converted back into cash, and it cannot be transferred to anyone else. That is a condition of how our Wallet is run, and clause 12.3 of our Terms sets it out.

5.5 The processing fee on money we send back. The total you paid included a processing fee, shown to you as its own line at checkout before you confirmed. We do not keep that fee. It is charged by the payment network that carried your payment, and it is not returned to us when we make a refund. So money we send back out through a payment network is refunded net of the fee on that portion, and what reaches you is smaller than what you were charged by exactly that amount.

Three things follow, and all of them are in your favour:

• The deduction is never more than the processing fee you were already shown, and it is proportionate. If half the refund goes back to your payment method, half the fee comes off. If none of it does, none of it comes off.
• If no processing fee was shown at checkout, nothing is deducted. Some payment methods carry no fee. On those, a refund is the full amount either way.
• It applies whether or not you have an Abso Wallet. If you checked out as a guest the whole refund goes back to the payment method you used, and the processing fee comes off it in the same way. The payment network keeps its fee either way, so this does not depend on whether you hold an account with us.
• Nothing is ever deducted from a Wallet credit, because there is no payment network involved in making one. There is also no fee to add money to your Wallet in the first place: a top-up credits your balance at the full amount you paid.

An example

Say a pack costs S$50.00, the processing fee on the payment method you chose is S$0.50, so you were charged S$50.50, and then we could not deliver it. What comes back depends only on how much room is left in your Wallet:

In the second row only S$9.90 of the S$50.50 travelled back through the payment network, so only S$0.10 of the S$0.50 fee came off. In the third row all of it travelled, so all of the fee came off. That is what section 5.5 means by proportionate.

These figures are an illustration. The amounts that apply to your own order are the ones shown to you at checkout and on your order page, and they are the ones that count.

One note about small amounts. A payment network will not process a refund below a small minimum that it sets itself. Where the part that will not fit in your Wallet would fall under that minimum, we move slightly less into your Wallet so that the rest can be sent to you. It never means we keep more than the processing fee you were shown.

5.6 If you paid from your Abso Wallet, nothing ever left your bank, so there is no refund to make. When you place the order we set the amount aside; if the order then fails we release it and your balance returns to exactly what it was, immediately.

5.7 We do not send a refund anywhere else. A refund goes to your Abso Wallet or to the payment method used for the purchase, and nowhere else. We cannot send it to a different card, to a different person, or to a bank account you nominate afterwards.

5.8 Currency. We refund in the currency you were charged in. If your bank converted that into your own currency, the amount you finally receive may differ slightly because exchange rates move between the purchase and the refund. That difference is your bank's, not ours, and we cannot make it up. Wallet Balance is held in Singapore dollars and shown to you in whichever currency you are browsing in.

5.9 No restocking or administration fee. We do not charge a restocking fee, an administration fee, or a cancellation fee on a refund we owe you. The processing fee in section 5.5 is the only deduction there is, it is the same fee you saw at checkout, and it never touches a Wallet credit.

6. How long a refund takes

This depends far more on how you paid than on anything we do, and the spread is wide: from immediate to around 17 days. We start every refund straight away. What happens next is the payment network's, not ours.

Two separate delays add up, and the first one surprises people:

1. Some networks will not accept a refund until the original payment has finished settling. On a few local methods that takes up to five days, during which we cannot send your money back however much we want to. PayNow settles at once, so it has no such wait.
2. Then the network's own transfer time, which is instant on most methods and up to a fortnight on one.

We tell you the figure for your own method on the method itself at checkout, before you pay. That is the number to rely on, not this table, because it is generated from the same data we use to send the refund.

Where a refund is split between your Wallet and your payment method, the Wallet part lands immediately and the rest follows on the timescale above. They are two separate movements and they will not arrive together. Your order page names both amounts and where each one went.

If it has not arrived: first check the account statement for the original payment method, including any pending items. Then contact your bank or provider, since processing on their side is the usual cause of a delay. If it still has not arrived after the periods above, come back to us at support@absogames.com with your order reference and we will chase it and give you the refund evidence to pass on.

7. Chargebacks

Please contact us before contacting your bank. A genuine delivery failure is refunded automatically, and everything else we can usually sort out in a day.

Raising a chargeback or payment dispute for an order that was delivered in accordance with the details you supplied is a breach of our Terms. Where that happens we may suspend or close your account, refuse future orders, supply the payment provider and the card scheme with the full evidence file, and recover the disputed amount and any fees charged to us. Clause 11 of our Terms of Service sets this out in full.

None of this affects your right to dispute a payment that was genuinely unauthorised or fraudulent.

8. Orders with more than one item

Each item in an order is fulfilled and, if necessary, refunded on its own. A failure on one item does not cancel the others, and a refund on one item does not entitle you to a refund on an item that was delivered. Your order page shows the status of each item, and your refund confirmation itemises exactly what was refunded.

9. Your statutory rights

Nothing in this Refund Policy takes away rights you have under the consumer protection law of your own country, which may include rights in respect of goods or services that are not as described or not of acceptable quality. Where this policy conflicts with a right you have under that law, that law prevails.

Section 28 of our Terms of Service names the law that applies in each country we serve, and where you can take a complaint.

10. Changes to this policy

We may update this Refund Policy. The version in force when you placed your order is the one that applies to that order. We will update the "Last updated" date whenever we make a change, and we will give notice of material changes as described in clause 25 of our Terms.

11. Contact

ABSO GAMES (UEN 53480139X), a business registered in Singapore

Refunds and support: support@absogames.com

See also our Terms of Service and Privacy Policy.