1. Purpose of This Refund Policy

This Refund Policy explains when Tokenstore may provide a refund, replacement, store credit, or other remedy for digital Products purchased through Tokenstore.

Because Tokenstore sells digital Products that are usually delivered instantly and can often be used, copied, transferred, redeemed, activated, or consumed immediately, refund rights are limited after delivery.

This Refund Policy forms part of the Tokenstore Terms & Conditions.

2. General Rule: Digital Products Are Final After Delivery

All sales are final once a Product has been Delivered, Opened, revealed, activated, redeemed, installed, topped up, used, copied, downloaded, or otherwise made available for use.

No refund will be provided for:

1. change of mind;
2. accidental purchase;
3. wrong Product;
4. wrong denomination;
5. wrong currency;
6. wrong country or region;
7. wrong platform;
8. wrong game;
9. wrong mobile operator;
10. wrong phone number;
11. wrong recipient email;
12. incompatible device;
13. account region mismatch;
14. Issuer refusal caused by your account status or breach of Issuer terms;
15. failure to read Product terms, restrictions, expiry, compatibility, or redemption instructions;
16. delays or issues caused by third-party platforms, Issuers, mobile operators, game publishers, or payment processors;
17. unauthorised access to your email, account, device, wallet, or order page after delivery.

3. Sealed or Unopened Products

Where Tokenstore’s system supports sealed or unrevealed Products, a refund may be considered if:

1. the Product has not been Opened, revealed, copied, downloaded, activated, redeemed, installed, or used;
2. the supplier allows cancellation or return;
3. the Product is still valid and recoverable by Tokenstore;
4. you request the refund promptly;
5. the Order is not suspected of fraud, abuse, resale, chargeback risk, sanctions risk, or policy violation.

Tokenstore may refuse refunds for sealed Products where supplier rules, Product type, risk controls, technical limitations, or operational factors prevent cancellation.

4. Non-Delivery

If you paid successfully but did not receive your Product, contact Tokenstore support with:

1. Order ID;
2. email address used for purchase;
3. payment reference;
4. payment method;
5. transaction hash, if paid by crypto;
6. screenshot of the issue;
7. any other information requested.

If Tokenstore confirms that payment was received and the Product was not delivered, Tokenstore may deliver the Product, replace it, issue store credit, or refund the payment.

5. Invalid, Defective, or Already Redeemed Codes

A refund or replacement may be considered if Tokenstore verifies that, before delivery to you, the Product was:

1. invalid;
2. already redeemed;
3. technically defective;
4. materially different from the Product purchased;
5. impossible to redeem due to a supplier-side issue.

You must provide clear evidence, including:

1. Order ID;
2. full screenshots of the redemption error;
3. screenshots showing the relevant platform or Issuer page;
4. exact date and time of attempted redemption;
5. confirmation from the Issuer’s support team if requested;
6. account region, country, device, operator, or platform details where relevant.

Tokenstore may investigate with the supplier or Issuer. A refund is not guaranteed unless the defect is verified.

6. Wrong Product Purchased

If you purchased the wrong Product but the Code is still sealed, unrevealed, unused, and recoverable, Tokenstore may, at its discretion, offer a refund, store credit, or exchange.

If the Product has been Delivered and Opened, revealed, activated, redeemed, installed, topped up, or otherwise made usable, no refund will be provided.

7. eSIM Refunds

No refund is available for an eSIM once the QR code, activation code, installation link, or eSIM profile has been Delivered, Opened, installed, activated, or used.

A refund or replacement may be considered only if:

1. the eSIM cannot be installed or used due to a verified supplier-side defect;
2. your device is confirmed to be eSIM-compatible and carrier-unlocked;
3. you followed the installation instructions correctly;
4. you did not delete the eSIM after installation;
5. you provide screenshots and diagnostics requested by Tokenstore;
6. the supplier confirms the issue or authorises a refund.

No refund is available for:

1. incompatible devices;
2. locked devices;
3. poor coverage in a specific building or area;
4. lack of 5G where only 4G/LTE is available;
5. network congestion;
6. failure to activate within the required period;
7. accidental deletion of the eSIM;
8. travel plan changes;
9. incorrect country or region selection;
10. using the eSIM outside its coverage area;
11. data usage that has already started.

8. Mobile Recharge and Direct Top-Up Refunds

Mobile recharge and direct top-up Orders are usually irreversible once submitted to the operator.

No refund is available if you entered:

1. the wrong phone number;
2. the wrong country code;
3. the wrong operator;
4. the wrong top-up amount;
5. the wrong recipient details.

A refund may be considered only if the top-up failed due to a verified supplier-side or operator-side error and the supplier confirms that the amount was not credited.

9. Gaming Top-Up Refunds

No refund is available once gaming credits, in-game currency, game wallet balance, game keys, or platform codes are Delivered, revealed, activated, or redeemed.

No refund is available for:

1. wrong platform;
2. wrong game;
3. wrong server;
4. wrong account ID;
5. wrong account region;
6. banned, restricted, suspended, or child accounts;
7. publisher refusal due to account rules;
8. failure to read the Product description.

10. Payment Issues, Underpayments, and Overpayments

If you underpay, Tokenstore may:

1. request the remaining amount;
2. cancel the Order;
3. refund the received amount after deducting applicable payment, network, processor, or administrative costs;
4. issue store credit.

If you overpay, Tokenstore may refund the excess amount after deducting applicable payment, network, processor, or administrative costs.

Crypto refunds may be subject to blockchain network fees, minimum refund thresholds, wallet verification, compliance checks, and operational feasibility.

11. Chargebacks and Payment Disputes

If you open a chargeback, payment dispute, payment reversal, or unauthorised payment claim without first contacting Tokenstore support, Tokenstore may:

1. suspend your account;
2. cancel pending Orders;
3. block future purchases;
4. submit delivery evidence to the payment processor;
5. recover costs, chargeback fees, Product costs, and administrative expenses;
6. report suspected fraud to relevant parties.

A chargeback does not create a right to use a Product without payment.

12. Refund Method

Approved refunds may be issued by one or more of the following methods:

1. original payment method;
2. store credit;
3. replacement Product;
4. alternative Product;
5. crypto refund to the original wallet or verified wallet;
6. another method selected by Tokenstore.

Tokenstore may require identity, payment ownership, wallet ownership, or compliance verification before processing a refund.

13. Fees and Deductions

Unless required by law, refunds do not include:

1. blockchain network fees;
2. miner or gas fees;
3. payment processor fees;
4. card fees;
5. bank fees;
6. currency conversion costs;
7. third-party service fees;
8. non-refundable supplier costs.

Tokenstore may refuse a refund where the cost of refunding exceeds the refundable amount, unless mandatory law requires otherwise.

14. Refund Request Deadline

Refund requests must be submitted as soon as possible and no later than 30 days after the Order date.

Late requests may be refused, especially where supplier logs, issuer verification, redemption data, or technical evidence is no longer available.

15. Investigation Time

Refund investigations may take time and may depend on Issuers, suppliers, payment processors, mobile operators, game publishers, eSIM providers, or blockchain confirmations.

Tokenstore will make reasonable efforts to resolve claims promptly but does not guarantee a fixed investigation period.

16. Abuse of Refund Policy

Tokenstore may refuse refunds, suspend accounts, or block future Orders where it detects:

1. repeated refund claims;
2. inconsistent evidence;
3. suspected code harvesting;
4. chargeback abuse;
5. resale activity;
6. fraud indicators;
7. use of multiple accounts;
8. false claims;
9. harassment of support staff;
10. breach of Tokenstore or Issuer terms.