Refund Policy
1. Digital goods — no cash refunds
By purchasing from GXS Vault, you acknowledge that all products are digital, non-tangible, and irrevocable by nature. Once delivered, a digital asset cannot be "returned" in the traditional sense. GXS Vault does not issue monetary refunds of any kind. Where a valid issue is confirmed, resolution is exclusively provided as GXS Store Credit — a balance credited to your account equal to the eligible amount, redeemable on any future order.
This policy applies to all product categories: gaming accounts, AI & premium tool access, streaming subscriptions, software licenses, and game keys. Purchases are final. No exceptions for change of mind, duplicate orders, or unused assets.
2. The one rule that overrides everything else
It is your sole responsibility to read the product listing and confirm compatibility before purchasing. GXS Vault will issue no refund, no replacement, and no store credit if you purchase a product that is incompatible with your device, platform, or region. This includes — but is not limited to:
- Purchasing an Android account when you play on iOS.
- Purchasing an iOS account when you play on Android or PC.
- Purchasing an account for the wrong game region (e.g. EU account used on an NA server).
- Purchasing a subscription that is geo-restricted in your country.
- Purchasing any product without reading the listed specifications.
No exceptions will be made under any circumstances. Completing checkout is your confirmation that you have verified compatibility.
3. When Store Credit IS issued
GXS Vault will issue GXS Store Credit equal to the paid amount in the following situations only:
- The delivered credentials are completely non-functional and cannot be accessed — reported within 1 hour of delivery.
- The delivered account or product significantly differs from what was described in the listing (e.g. rank, level, or included content is materially wrong).
- Delivery completely failed — no credentials arrived in the dashboard or via email within the timeframe stated on the product page.
Refund requests must be submitted within 1 hour of delivery confirmation for credential issues. For delivery failures, contact us within 24 hours of your expected delivery time.
4. What voids your eligibility
Your right to a refund or replacement is immediately and permanently voided if any of the following occur after delivery:
- You change the account's recovery email, phone number, or linked credentials.
- You violate the Terms of Service of the relevant game, app, or platform — resulting in a ban or suspension.
- You share the account credentials with a third party, causing access issues or a ban.
- You use the account in a way that triggers platform security (e.g. logging in from multiple IPs rapidly).
- More than 1 hour has passed since delivery for credential issues, or more than 24 hours for delivery failures.
- You have already used, consumed, or redeemed any part of the delivered product.
5. How Store Credit works
GXS Store Credit is a balance held in your GXS Vault account, denominated in EUR (€). When approved:
- Credit is applied to your account within 24 hours of the approved resolution.
- Credit is equal to the full EUR amount paid for the eligible order.
- Credit can be applied at checkout against any future purchase of equal or greater value.
- Credit has no expiry date and carries over indefinitely while your account remains active.
- Credit is non-transferable and cannot be exchanged for cash, crypto, or any monetary value.
- If your account is closed or banned, any unused Store Credit is forfeited.
6. How to submit a refund request
- Go to the contact page and select "Order support".
- Include your order number, the product name, and a clear description of the issue.
- For credential issues — include a screenshot showing the error at login.
- Submit within the eligible time window stated above.
We review all requests personally and respond within 24 hours via Discord (priority) or email.
7. Chargebacks & payment disputes
All eligible resolutions are handled exclusively as GXS Store Credit. No monetary refunds are issued under any circumstance. Filing a chargeback or payment dispute through your crypto exchange or payment provider without first contacting us — and before we have had the opportunity to resolve the issue — is considered a breach of these Terms. We maintain full transaction records, delivery logs, and communications. We will contest all bad-faith chargebacks and reserve the right to permanently ban accounts that abuse this process.
8. Summary table
| Situation | Store Credit issued? |
|---|---|
| Credentials completely non-functional at delivery (reported within 1 hour) | Yes |
| Product significantly differs from listing description | Yes |
| Delivery never arrived (reported within 24 hours) | Yes |
| Bought for wrong platform (Android/iOS/PC) | No |
| Bought for wrong region | No |
| Changed mind after delivery | No |
| Account banned due to buyer's actions after delivery | No |
| Buyer changed recovery email / credentials | No |
| Request submitted after the eligible time window | No |
| Product partially used or redeemed | No |
| Cash / crypto monetary refund requested | No |
9. GXS brand disclaimer
GXS Vault is an independent operation. It shares the "GXS" brand name with other services (such as GXS Top-Ups) but has no legal, financial, or operational relationship with them. Refund requests, disputes, or complaints relating to other GXS-branded services cannot be handled by GXS Vault and must be directed to those services directly.
10. Contact
Questions about this policy? Reach us via the support page. We respond within 24 hours.