Refund and Return Policy

Effective Date: 01 March 2026

Last Updated: 01 March 2026

This Refund and Return Policy applies to all orders placed through royale-topup.com and governs refunds, returns, cancellations, chargeback-related situations, and delivery-related disputes for digital gaming products and services sold by RAZTOPUP SRL.

1. General Rule

Royale Topup sells digital products, digital services, virtual goods, in-game top-ups, account-related products, and similar non-physical content. Due to the nature of these products, all sales are generally final once the purchased digital product or service has been delivered, initiated, credited, transferred, or otherwise performed.

2. No Physical Returns

Because the products sold by Royale Topup are digital, virtual, and non-physical, they cannot be returned in the same way as physical goods.

3. Digital Content and Performance

Where delivery of a digital product, virtual item, account-related service, account transfer, top-up, or similar service begins before the end of any statutory withdrawal period, and where the customer has requested or accepted early performance, the customer may lose any right of withdrawal to the extent permitted by applicable law.

4. Orders That May Be Eligible for Refund

A refund may be considered only in limited circumstances, including where:

• payment was completed but delivery has not yet begun;
• the order cannot be fulfilled by Royale Topup for reasons within our control;
• the purchased product becomes unavailable before delivery starts;
• a duplicate payment is confirmed;
• an obvious pricing or technical error occurred and the order has not yet been fulfilled;
• a refund is required by mandatory law.

5. Orders That Are Not Eligible for Refund

Except where required by law, refunds are not available in the following situations:

• the digital product has already been delivered or credited;
• the top-up or in-game item has already been applied;
• delivery work has already begun;
• the customer has provided incorrect account or login information;
• the customer changes their mind after delivery has started or completed;
• the customer no longer wants the product after purchase;
• the customer did not read the product description;
• delivery was delayed due to customer non-response or missing information;
• the customer attempts to reverse a completed digital delivery;
• the customer experiences publisher-side issues not caused by Royale Topup;
• the product is an account sale already transferred or made available;
• the order is blocked, delayed, or affected by publisher rules or platform restrictions outside our control after performance has begun.

6. Account Credentials and Wrong Information

No refund will be owed where delivery fails, is delayed, or is misapplied because the customer supplied incorrect login credentials, wrong player ID, wrong email, wrong password, wrong server, wrong region, or other inaccurate information.

7. Delivery Time and Delay

Royale Topup generally completes delivery within a maximum of 2 business days after receiving the order and all required information. This is a standard service window and not an absolute guarantee.

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

• the delay remains within the stated delivery window;
• additional verification is required;
• the customer has not fully cooperated;
• the delay is caused by third-party platform limitations or technical issues.

8. Game Account Sales

For game account sales sold by Royale Topup as reseller:

• all sales are generally final once transfer has been initiated or completed;
• refunds are not available merely because the customer changed their mind;
• the customer must carefully review listing details before purchase;
• where a transfer method has been completed as described, the order is deemed fulfilled.

9. Failed Orders Caused by Royale Topup

If Royale Topup accepts an order and is unable to complete it for reasons within its reasonable control, we may, at our discretion:

• issue a full refund;
• issue a partial refund where partial delivery occurred;
• offer a replacement product or equivalent credit;
• reschedule the order with the customer’s agreement.

10. Failed Orders Caused by Customer Inaction

If delivery cannot be completed because the customer fails to provide required information, fails to respond to support messages, changes login credentials without notice, removes access, or otherwise prevents fulfillment, Royale Topup may treat the order as non-refundable once processing has started.

11. Fraud Prevention and Suspicious Transactions

Orders suspected of fraud, abuse, unauthorized payment use, or chargeback risk may be paused, cancelled, or refused. In such situations, Royale Topup may request further verification before deciding whether any refund will be issued.

12. Chargebacks

Initiating a chargeback after a digital product has been delivered, credited, transferred, or otherwise performed may be treated as abuse of the payment system and breach of the Terms and Conditions.

Royale Topup reserves the right to submit transaction evidence, delivery records, login records, communication history, screenshots, order metadata, and any other relevant evidence to defend against unjustified chargebacks.

13. Partial Refunds

Where only part of an order was deliverable or where a mixed issue occurred, Royale Topup may decide, at its discretion and where appropriate, to issue a partial refund reflecting the undelivered portion of the order.

14. Promotional Products and Bonus Items

Bonus items, promotional content, gifts, or free additions linked to a paid order have no standalone cash refund value unless required by law.

15. Processing of Refunds

Where a refund is approved, it will be processed through the original payment method where possible, including through Stripe where applicable, unless another lawful method is agreed.

Refund timing depends on the payment processor, bank, card issuer, or financial institution involved and may therefore vary.

16. Cancellation Before Delivery

If you wish to request a cancellation, you must contact us immediately at razvan@royale-topup.com. Cancellation requests are not guaranteed. If processing has already started, the order may no longer be cancellable.

17. How to Request a Refund Review

To request a refund review, contact razvan@royale-topup.com and include:

• your full name;
• order number;
• email used for the order;
• reason for the request;
• any relevant screenshots or supporting information.

18. Case-by-Case Review

Although the general rule for digital products is that sales are final once delivery has begun or completed, Royale Topup may review exceptional cases individually. Such review does not create an obligation to refund in future cases.

19. Statutory Rights

Nothing in this Policy excludes any mandatory consumer rights that cannot lawfully be waived under applicable law.

20. Contact

Refund-related questions should be sent to:

Email: razvan@royale-topup.com