Refund Policy

1. Scope of Policy

This policy covers two core categories of recharge products available on our platform:

1. Direct / third-party recharge products (including but not limited to direct in-game top-ups, third-party top-ups for game account balances, character-specific item-targeted top-ups, etc.);
2. Card / code-based products (including but not limited to game recharge cards/codes, item redemption codes, membership benefit codes, etc.). All refund requests and processing are subject to the terms of this policy, unless mandatory provisions of applicable laws and regulations stipulate otherwise.

2. Refund Rules for Direct / Third-Party Recharge Products

After successful recharge: No refunds available

If you purchase a direct or third-party recharge product and the platform completes the recharge process (evidenced by items/balance appearing in your game account and the platform order status showing “Completed”), no refund requests of any kind will be accepted. Regardless of the reason, such as “accidental purchase”, “no longer need the item”, “account operation error”, “changed game experience” or any other circumstance not caused by platform service malfunction, the platform reserves the right to reject your refund request.

Recharge failure: Full refund

If the recharge fails for reasons not attributable to you, for example platform system failure, payment gateway technical anomaly or partner service outage (evidenced by platform order status showing “Recharge Failed” and no corresponding items/balance credited to your game account), the platform will protect your funds through the following procedure:

Full refund via original payment channel: The platform will initiate a full refund through your original payment method for the exact amount you paid.

Please note that we are only responsible for delivering in‑game items to the game account ID you provide. We have no control over account restrictions or bans imposed by the game operator. Refunds will not be granted for account bans issued by the game developer. Should your game account be banned, please submit an appeal directly to the official game support team. This clause shall not override statutory consumer rights under applicable local laws.

Refund arrival time depends on the official processing period of the respective payment channel (usually 1-7 working days).

3. Refund Rules for Card / Code-Based Products

For card / code-based goods, once the platform successfully issues the code or card (evidenced by the code/card displayed on the platform order details page or contained in the platform-sent record email), refund requests will not be supported.

4. Refund Request and Review Procedure

Required supporting documents: When submitting a refund request, you must provide clear and complete supporting materials including, but not limited to: platform order number, payment proof screenshot (e.g. successful payment page, bank transaction record), recharge-failure proof (screenshot showing no items/balance received in-game), code-defect proof (screenshot showing the code as “already used” or “invalid”), etc., to enable fast verification by the platform.

Verification and response timeframe: Upon receipt of your refund request together with complete documentation, the platform will complete verification within 3-5 working days. The verification outcome and handling solution (e.g. “Refund approved” or “Request rejected with reasoning”) will be notified to you by email.

5. Other Provisions

Right of interpretation: Loot-hub reserves the final right of interpretation of this policy.

This policy may be adjusted according to actual conditions, and we reserve the right to make adjustments without prior notice.

Should you have any questions regarding refunds, please feel free to contact platform customer service or write to support@loot-hub.com. We will provide assistance in accordance with applicable laws and regulations.