Refund and Return Policy

Effective Date: August 28, 2026

Overview

KoiDigital sells digital goods and services only. Products are delivered electronically through either Instant Delivery or Manual Delivery.

Because digital products cannot generally be returned once delivered, returns are not applicable. Refunds or replacements may be considered only in the limited situations described below.

Nothing in this policy limits any rights or protections that cannot legally be excluded under applicable law.

Delivery Types

Instant Delivery

Eligible products are delivered automatically after successful payment. Account credentials, license keys, or other digital information are made available through the License Keys section of the customer’s order.

An instant-delivery product is considered delivered once the purchased digital information has been successfully made available to the customer.

Manual Delivery

Some products require in-game delivery or direct communication after purchase. We may contact the customer through Discord, live chat, email, or information provided during checkout to complete fulfillment.

A manual-delivery order is considered delivered once the purchased item or service has been successfully transferred, provided, or completed.

Instant-Delivery Account Products

All instant-delivery accounts and license-key information are checked for accuracy before being added to our inventory.

Because account credentials can be changed after access is provided, customers are strongly encouraged to record the entire process from purchase through their first login attempt.

If a customer reports that account credentials or a license key were invalid at the time of delivery, KoiDigital may request reasonable evidence showing the first access or login attempt and the issue encountered.

Relevant evidence may include:

Screen recordings
Screenshots
Order timestamps
License-key delivery records
Login or access information where available
Support communications
Other relevant account or order records

Refund or replacement eligibility will be determined based on the available evidence.

Once successful access has been confirmed, KoiDigital is not responsible for password changes, credential changes, account modifications, loss of access, or other issues caused after delivery.

Customers are responsible for securing any account credentials or digital information immediately after receiving them.

Reporting Issues

Customers should report any issue with an instant-delivery product within 72 hours of delivery.

Claims submitted after this 72-hour period may not be eligible for a refund or replacement, especially where successful delivery or access has already been confirmed.

This reporting period does not limit any rights that cannot legally be excluded under applicable law.

For account-related products, customers should report the issue as soon as possible and provide any available evidence showing that the problem existed during the first login or access attempt.

Eligible Refunds or Replacements

A refund or replacement may be considered if:

The order has not yet been delivered
KoiDigital is unable to fulfill the order
An instant-delivery account or license key can reasonably be verified as invalid at the time it was first provided
A technical or availability issue prevents fulfillment and cannot reasonably be resolved
A refund is otherwise required by applicable law

When appropriate, KoiDigital may offer a replacement instead of a refund when the original digital item can reasonably be verified as defective, invalid, or unavailable.

Non-Refundable Situations

Refunds will generally not be provided for:

Change of mind after purchase
Buyer error or incorrect information provided by the customer
Failure to respond to reasonable delivery requests
Failure to secure account credentials after delivery
Credential or password changes made after successful access
Loss of access caused by customer actions after delivery
Account restrictions, suspensions, bans, item removals, or other enforcement actions imposed by third-party platforms or game developers
Changes to game mechanics, item values, or third-party platform policies
Orders where successful delivery or access has already been confirmed
Claims reported more than 72 hours after instant delivery, unless otherwise required by law
Fraudulent, abusive, or intentionally false refund claims

Once successful access or delivery has been confirmed, the purchase is generally non-refundable.

Manual-Delivery Orders

For manual-delivery products, refund eligibility depends on the status of fulfillment.

If delivery has not yet begun, a refund may be considered.

If fulfillment has already begun but the order has not been completed, KoiDigital may determine whether a refund, partial refund, replacement, or completion of the order is appropriate based on the circumstances.

Once manual delivery has been successfully completed, the order is generally non-refundable.

Third-Party Platform Issues

Some products depend on third-party games, platforms, or services that KoiDigital does not own or control.

KoiDigital is not responsible for:

Account restrictions or bans imposed by third parties
Item removal or loss caused by third-party enforcement
Game updates or changes
Platform outages
Changes in virtual-item value
Changes to platform rules or policies
Loss of access caused by customer actions
Other third-party service interruptions after successful delivery

These circumstances do not generally qualify an order for a refund after successful delivery.

Sale and Discounted Items

Discounted, promotional, or sale items follow the same refund policy as regularly priced products.

A sale or discounted item is generally not eligible for a refund once successfully delivered, except where otherwise stated in this policy or required by law.

Exchanges and Replacements

Because KoiDigital sells digital products, traditional returns and exchanges are not applicable.

If a verified delivery issue occurs, KoiDigital may attempt to:

Correct the issue
Replace the digital item
Complete the original fulfillment
Issue a refund when appropriate

A replacement does not create an automatic right to an additional refund after the replacement has been successfully delivered.

Refund Process

If a refund is approved, it will generally be issued to the original payment method used for the purchase.

Processing times depend on the payment provider, card issuer, or bank and are outside KoiDigital’s direct control after the refund has been submitted.

Customers may be asked to provide information reasonably necessary to investigate the issue before a refund or replacement is approved.

Chargebacks and Payment Disputes

Customers are encouraged to contact KoiDigital before opening a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Filing a payment dispute after successful delivery does not automatically make the order eligible for a refund.

If a payment dispute is opened, KoiDigital may provide relevant evidence to the payment processor, bank, or card issuer, including:

Order and transaction records
Checkout records
Customer acceptance of our Terms of Service
Timestamps
License-key delivery records
Account-access records
Digital delivery logs
In-game delivery evidence
Screenshots or recordings
Discord, live chat, or email communications
Product descriptions
Refund or replacement communications
IP address or device information where available

Fraudulent, abusive, or intentionally false disputes may result in refusal of future service.

Contact

For questions regarding refunds, replacements, or delivery issues, please contact:

koidigital.help@gmail.com