Refund policy

When a refund is possible

• The order was paid but the product was not delivered.
• The delivered code is inactive or invalid, confirmed by verification.
• The same order was paid twice.
• The order was not fulfilled and was cancelled.

When a refund is not possible

• The code has been delivered and successfully activated by the buyer.
• The buyer entered incorrect data (login, region, denomination) and the product was delivered to that data.
• The buyer changed their mind after the code was revealed: a digital product with a revealed code is non-refundable.
• The buyer's account was suspended by a third-party platform under its own rules.

Where the money goes

By default, refunds go to the internal VirtualMRKT account balance — instantly. If the order was paid without registration, the refund is issued to the original payer via the payment details; the timing depends on the payment provider (usually 1–10 business days).

How to request a refund

• Write to the live support chat or to [email protected].
• Provide your order number and describe the problem.
• Attach evidence if available: an activation error screenshot, the platform's response.

Processing time

We review requests within 72 hours. If an additional check is required, it may take longer — we'll let you know in the conversation.

Disputes

If you disagree with a refund decision, reply in the same thread — the case will be escalated to a senior specialist. We recommend contacting support before opening a dispute with the payment provider: it resolves faster.