Refund & Exchange Policy
GG Mobile Gamers Global LLC
This Refund & Exchange Policy applies to purchases made through https://www.ggmobilegamers.com/.
GG Mobile Gamers Global LLC, trading as “GG Mobile Gamers” (“we,” “us,” or “our”), provides digital gaming products, game top-ups, in-game credits, gift cards, digital vouchers, subscriptions, and other electronically delivered products.
Because digital products may be delivered, redeemed, revealed, or credited immediately, different refund rules apply depending on the product's fulfillment status and the payment method used.
1. BEFORE PLACING AN ORDER
Customers are responsible for checking all order information before completing a purchase, including:
- Product and denomination
- Game or service
- Region or country
- User ID / UID
- Server ID / Player ID
- Email address or phone number
- Platform
- Quantity
- Other information required for delivery
Customers must ensure that the selected product is compatible with the intended account, platform, country, and region.
By placing an order, you acknowledge that you have reviewed your order information and agree to this Refund & Exchange Policy and our Terms of Service.
2. DIGITAL PRODUCTS
Successfully delivered, revealed, redeemed, activated, credited, or consumed digital products are generally non-refundable and non-exchangeable.
This includes:
- Game top-ups
- In-game credits and virtual currency
- Gift cards
- Prepaid digital vouchers
- Gaming subscriptions
- Digital codes
- Mobile top-ups
- Other electronically delivered products
This does not affect any consumer rights that cannot legally be excluded.
3. WHEN A REFUND OR REPLACEMENT MAY BE PROVIDED
A refund, replacement, re-delivery, or other appropriate resolution may be provided when our investigation confirms that:
- The purchased product was not delivered.
- An incorrect product was delivered due to an error on our part.
- A digital code was invalid before successful redemption.
- A technical issue on our side prevented fulfillment.
- A customer was accidentally charged multiple times for the same transaction.
- We are unable to fulfill the order.
- A refund is required under applicable law.
Where possible, we may first attempt to correct or re-deliver the order.
4. NON-REFUNDABLE PRODUCTS AND ORDERS
A refund will generally not be available when:
- A digital product has already been successfully delivered.
- A gift card or digital code has been revealed, redeemed, or used.
- A game top-up or virtual currency purchase has already been successfully credited.
- A subscription or digital service has already been activated.
- The customer provided an incorrect User ID, UID, Server ID, Player ID, email address, phone number, or other delivery information.
- The customer purchased the incorrect product or denomination.
- The customer selected an incorrect platform, country, server, or region.
- The customer changes their mind after successful fulfillment.
- The customer's account cannot accept the product because of restrictions imposed by the game, issuer, platform, or service.
- A customer's account is subsequently restricted or suspended by a third-party provider for reasons unrelated to our service.
5. INCORRECT CUSTOMER INFORMATION
Customers must verify all delivery information before placing an order.
For direct top-ups, the information supplied by the customer is used to complete delivery. Once a top-up has successfully been credited to the specified account, it may not be possible to reverse or recover it.
If you discover an error before fulfillment, contact our support team immediately. We will attempt to correct or stop the order if it has not already been processed.
6. GIFT CARDS AND DIGITAL CODES
Customers must verify the product, denomination, platform, and region before purchasing a gift card or digital code.
If a code appears invalid, contact our support team so the issue can be investigated.
We may request screenshots, error messages, redemption information, or other reasonable evidence needed to investigate the issue with the applicable supplier or provider.
Successfully redeemed or used codes generally cannot be refunded or exchanged.
7. REFUND METHOD
The method used to issue an approved refund depends on the customer's original payment method.
Card and supported electronic payments
Where supported, approved refunds for eligible card and electronic-payment transactions will generally be returned to the original payment method.
After we submit a refund, processing times are controlled by the customer's bank, card issuer, payment network, or payment provider.
Refunds may take up to 15 business days to appear after being submitted.
Bank Transfer, PayWise Voucher and Top-Up payments
Payments made using the following methods are not refundable to the original payment source:
- Bank Transfer
- PayWise Voucher
- Top-Up payment methods
When an order paid using one of these methods qualifies for a refund, the approved amount will instead be credited to the customer's GG Mobile Gamers account balance.
The credited balance can be used toward future eligible purchases on our website.
Account balance issued for these payment methods is not redeemable or withdrawable for cash unless otherwise required by applicable law.
8. DUPLICATE PAYMENTS
If you believe you were accidentally charged more than once for the same order, contact our support team.
We will review the order and payment records. If an unintended duplicate payment is confirmed and no corresponding additional product was supplied, the duplicate transaction will be eligible for an appropriate refund.
The refund method will depend on the payment method originally used, as described above.
9. CANCELLED OR UNFULFILLABLE ORDERS
We may cancel an order when:
- The product cannot be fulfilled.
- Required verification cannot be completed.
- Fraud or unauthorized activity is suspected.
- The transaction violates our policies.
- The transaction cannot be processed for regulatory or compliance reasons.
If a paid order is cancelled before successful delivery, the eligible amount will be refunded according to the applicable refund method described in this policy.
10. FRAUD AND PAYMENT VERIFICATION
Orders may be subject to fraud-prevention, payment, or identity-verification checks before fulfillment.
Depending on the transaction, we may request additional verification.
We reserve the right to hold, cancel, or refund transactions where we cannot satisfactorily verify the transaction or where fraud, unauthorized payment activity, or policy abuse is reasonably suspected.
11. REQUESTING A REFUND OR REPORTING AN ORDER ISSUE
Customers should submit order-related issues through our support ticket system:
Please select the appropriate order issue and provide the relevant information.
We may request:
- Order number
- Email address associated with the order
- Description of the issue
- Screenshots
- Error messages
- Redemption information
- Other information reasonably necessary to investigate the transaction
Never provide your password or complete payment-card information through a support ticket.
12. REFUND INVESTIGATION
Submitting a refund request does not automatically guarantee that a refund will be approved.
We may review:
- Order records
- Payment records
- Delivery records
- Top-up confirmation
- Code redemption information
- Customer communications
- Supplier or provider information
Some cases may require us to obtain confirmation from a supplier, game provider, gift-card issuer, or fulfillment provider.
13. PAYMENT DISPUTES
If you experience a problem with an order, we encourage you to contact our support team first so that we have an opportunity to investigate and resolve the issue.
Nothing in this policy removes any dispute, chargeback, or consumer-protection rights available to customers under applicable law or through their payment provider.
14. THIRD-PARTY PRODUCTS
Some products available through our website are issued or operated by third-party game publishers, platforms, gift-card issuers, distributors, or service providers.
These products may have additional:
- Redemption requirements
- Regional restrictions
- Account requirements
- Expiration conditions
- Provider terms and conditions
We are not responsible for third-party account suspensions, service outages, policy changes, or account restrictions unrelated to our fulfillment of the purchased product.
15. CASH REDEMPTION
Gift cards, game credits, virtual currency, digital vouchers, and other third-party stored-value products purchased through our website cannot be returned to us for cash after successful delivery or redemption.
We do not provide a service that allows customers to cash out third-party gift cards, game credits, or virtual currency.
Where an eligible Bank Transfer, PayWise Voucher, or Top-Up payment is refunded to a customer's GG Mobile Gamers account balance under Section 7, that balance is intended for future eligible purchases and cannot normally be withdrawn as cash.
16. REFUND ABUSE
We may investigate suspected abuse of our refund process, including:
- False non-delivery claims
- Fraudulent refund requests
- Manipulated or fabricated evidence
- Attempts to receive both the product and a refund
- Repeated abuse of refund procedures
This does not affect legitimate customer claims or rights available under applicable law.
17. CHANGES TO THIS POLICY
We may update this Refund & Exchange Policy when necessary to reflect changes to our products, payment methods, business operations, or applicable requirements.
The latest version will be published on our website with the applicable revision date.
