Refund Policy

Refund Policy

Effective Date: 20.03.2026

This Refund Policy explains how refunds, cancellations, store credit, and related requests are handled by Virtgold, available at https://virtgold.com. By purchasing from Virtgold, you agree to this Refund Policy together with our Terms of Service and other applicable policies.

1. Nature of Products and Services

Virtgold provides digital goods and digital services, including but not limited to in-game currency, digital items, boosting-related services, custom or bespoke services, and other gaming-related digital products or services.

Because Virtgold primarily supplies digital content and services that may be delivered immediately, partially fulfilled, customized, or otherwise consumed quickly after purchase, refunds are subject to the rules set out in this Refund Policy.

This Refund Policy must be read together with Virtgold’s Terms of Service, Privacy Policy, Acceptable Use Policy, and any applicable AML / KYC compliance procedures.

2. General Refund Rule

Refunds are not guaranteed and are assessed based on the type of product or service purchased, the stage of fulfillment, the reason for the request, compliance review results, and any signs of fraud, abuse, or misuse.

Virtgold may offer one of the following remedies, at its sole discretion and where appropriate:

• a full refund
• a partial refund
• store credit
• replacement or re-delivery of the affected product or service

As a general rule, delivered digital goods are usually non-refundable, while service-based orders may be eligible for full or partial refunds depending on whether fulfillment has started and how much work has already been completed.

3. Refund Request Window

Where a refund is permitted, the customer should submit the refund request as soon as possible and preferably on the same calendar day as the original purchase. Requests submitted later may be declined unless required by applicable law or unless Virtgold determines that the circumstances justify further review.

Submitting a request within the same day does not automatically guarantee a refund. All refund requests remain subject to review under this Refund Policy.

4. Non-Refundable Orders

The following are generally non-refundable:

• digital goods that have already been fully delivered
• completed digital services
• partially or fully completed custom or bespoke services, except where Virtgold determines that a partial refund is appropriate
• transactions where the customer has received the benefit of the purchased product or service
• orders affected by the customer’s own mistake, negligence, or failure to read product descriptions or instructions
• orders where the customer simply changes their mind after delivery or after work has started
• orders connected with fraud, abuse, chargeback risk, suspicious activity, or policy violations

5. Refunds for Undelivered Orders

A customer may be eligible for a refund or store credit where:

• the purchased digital goods were not delivered
• the purchased service was not started or not provided
• Virtgold is unable to fulfill the order
• there was a confirmed duplicate charge
• there was a technical issue on Virtgold’s side that prevented proper fulfillment

A refund may also be considered where the customer no longer wishes to proceed with the purchase before delivery or before fulfillment has begun, provided no fraud, abuse, or compliance concerns exist.

If an order has not yet been started, delivered, assigned, or processed, Virtgold may, at its discretion, approve a refund or store credit.

In such cases, Virtgold may issue either a full refund or store credit, depending on the circumstances.

6. Delayed Fulfillment

If delivery or fulfillment is delayed, Virtgold may investigate the cause before deciding whether a refund, partial refund, or store credit is appropriate.

A delay does not automatically entitle the customer to a refund where:

• additional verification is required
• the customer has not provided information necessary to complete the order
• compliance, AML, KYC, payment, or fraud checks are ongoing
• the delay results from third-party platforms, game publishers, payment providers, or events outside Virtgold’s reasonable control

7. Custom and Bespoke Services

Virtgold may offer custom, personalized, or bespoke digital services. Refunds for such services are handled as follows:

• if the customer cancels before work begins, Virtgold may issue a full refund or store credit
• if work has already started, Virtgold may issue a partial refund only
• if a significant portion of the custom service has already been completed, the customer may receive no refund or only a limited partial refund
• if the customer is dissatisfied after work has already been performed, Virtgold may assess whether a partial refund, correction, or store credit is appropriate

Because bespoke services are prepared specifically for the customer, they are generally not refundable once substantial work has begun.

8. Boosting, Progression, or Similar Services

Where Virtgold provides services involving progression, boosting, advancement, or similar gaming-related work, the following rules apply:

• cancellation before the service begins may be eligible for a full refund or store credit
• cancellation after the service has started will normally result in only a partial refund, if any
• the amount of any partial refund may depend on how much of the service has already been completed
• once a boosting or progression service has been substantially completed, refunds are generally not available

9. Partial Refunds

Where Virtgold decides that a partial refund is appropriate, the refund amount may be based on factors including:

• the percentage of the service already completed
• resources already allocated
• time already spent
• work already performed
• the extent to which the customer has already received value from the order

Partial refunds are assessed case by case and remain at Virtgold’s discretion.

10. Store Credit

In appropriate cases, Virtgold may offer store credit instead of a monetary refund. Store credit may be offered where:

• the issue does not justify a full refund
• the customer agrees to store credit
• the order involved partial performance
• Virtgold determines store credit is the more reasonable remedy

Virtgold may apply conditions to store credit, including usage limitations or expiration rules, where permitted by law.

Where store credit is accepted by the customer and issued by Virtgold as a resolution, that remedy will be considered final for the relevant claim unless otherwise required by law.

11. Discounted, Promotional, or Special Offer Purchases

Products or services purchased at a discount, during a promotion, or as part of a special offer may still be refundable only to the extent allowed by this Refund Policy.

Where a refund is approved for a discounted order, Virtgold may refund only the amount actually paid by the customer, not the original full listed price.

Promotional credits, bonus items, or similar non-purchased benefits are not refundable unless required by law.

12. AML, KYC, and Compliance-Related Cancellations

Virtgold may request identity verification or additional compliance information in connection with certain transactions.

If a customer fails, refuses, or does not complete required KYC or compliance checks, Virtgold may:

• delay the order
• suspend the transaction
• cancel the order
• issue a refund or partial refund, where appropriate
• deduct applicable processor, handling, or administrative costs where permitted

If a customer fails to respond to a legitimate verification request within a reasonable period, Virtgold may cancel the transaction and determine the appropriate refund outcome in accordance with this Refund Policy.

Virtgold also reserves the right to refuse, cancel, or refund a transaction where AML, fraud-prevention, sanctions, or compliance concerns arise.

13. Fraud, Abuse, and Suspicious Activity

Virtgold reserves the right to deny a refund request, cancel an order, suspend an account, or take other appropriate action where it reasonably suspects:

• fraud
• payment abuse
• unauthorized use of cards or accounts
• chargeback abuse
• malicious intent
• false statements
• suspicious transaction patterns
• violations of Virtgold’s Terms of Service or Acceptable Use Policy

Where a transaction is rejected or reversed for compliance, fraud-prevention, or abuse reasons, Virtgold may issue a refund, a partial refund, or no refund, depending on the circumstances.

14. Chargebacks and Payment Disputes

If a customer initiates a chargeback, payment dispute, reversal, or similar claim through a bank, card issuer, or payment processor, Virtgold may suspend any parallel refund review until that process is resolved.

Virtgold reserves the right to:

• deny duplicate recovery attempts
• contest illegitimate chargebacks
• suspend or terminate accounts involved in abusive chargeback behavior
• refuse future service to customers who misuse chargeback procedures

A customer may not use the refund process and chargeback process in bad faith or to seek double recovery.

15. Third-Party Publishers, Platforms, and Account Actions

Virtgold is an independent service provider and is not affiliated with game publishers or platform operators.

Refunds are generally not available where a third-party game publisher, platform, or service provider bans, suspends, restricts, penalizes, or otherwise takes action against a customer’s account, except where required by law.

Virtgold is not responsible for enforcement actions taken by third-party publishers or platforms, including where such actions arise from the customer’s own conduct, account history, or breach of third-party rules.

By purchasing from Virtgold, the customer acknowledges and accepts the risks associated with third-party platform or publisher enforcement.

16. Fees and Deductions

Where permitted by law and reasonably necessary to cover unrecoverable costs, Virtgold may deduct processing fees, administrative charges, or third-party payment costs from approved refunds in situations such as:

• customer cancellation after payment processing
• failed verification
• compliance-related rejection
• partial fulfillment
• processor-imposed costs
• custom or bespoke service work already started

Whether fees are deducted depends on the circumstances, payment method used, processor policies, and the reason for the refund.

17. How to Request a Refund

Refund requests must be submitted through one of the approved support channels:

• email
• in-app message

Refund requests should be sent to: admin@virtgold.com.

The customer must provide enough information for Virtgold to investigate the request, including where applicable:

• order number
• account or transaction details
• reason for the refund request
• supporting screenshots or evidence
• any other information reasonably requested by Virtgold

Incomplete requests may be delayed or denied.

18. Review Time

Virtgold aims to review refund requests within 14 days of receiving the request and required information.

This timeframe may be extended where:

• additional information is needed
• compliance or fraud checks are ongoing
• the request is complex
• third-party processor or platform input is required

19. Refund Processing Time

If a refund is approved, Virtgold aims to process the refund within 7 days.

After Virtgold processes the refund, the time it takes for the funds to appear in the customer’s account depends on the payment provider, card issuer, bank, or payment processor, and may fall outside Virtgold’s control.

20. Right to Request Additional Information

Virtgold reserves the right to request additional information before deciding whether to approve, reject, or partially approve a refund request.

This may include information necessary to verify:

• the identity of the purchaser
• the payment method used
• the transaction history
• the stage of fulfillment
• the legitimacy of the refund request

21. Abuse of the Refund Process

Virtgold may refuse refund requests from customers who abuse the refund process, including by:

• repeatedly requesting refunds without valid basis
• making dishonest claims
• attempting to manipulate customer support
• threatening chargebacks improperly
• using refund requests to obtain free services or digital goods

22. Exceptions Required by Law

Nothing in this Refund Policy limits any mandatory rights that customers may have under applicable consumer protection laws. Where local law requires a refund or different treatment, Virtgold will comply with those legal obligations to the extent applicable.

23. Changes to This Refund Policy

Virtgold may update this Refund Policy from time to time. Updated versions will take effect once published on the website, unless otherwise stated.

Customers should review this Refund Policy periodically before making a purchase.

24. Contact

If you have any questions about this Refund Policy or would like to submit a refund request, please contact:

Virtgold
Website: https://virtgold.com
Email: admin@virtgold.com