How to Get a Refund for a Top-Up: General Rules

The nature of digital goods

Before we get into when a refund is possible, an important nuance: digital goods (in-game currency, activation keys, gift cards) are a special category when it comes to refunds. Unlike physical goods, digital content cannot be returned the moment you receive it — once currency has been credited to a game account, "clawing" it back is technically impossible.

That is why Article 26.1 of the Consumer Rights Protection Law, on the right to withdraw from a purchase within 7 days, does not apply to digital goods that have already been delivered. A refund is only possible in the specific cases described below.

When a refund is possible

1. Delivery failed through our fault

The most common and clear-cut case. If you paid but, after the timeframe stated on the product page, the currency did not arrive in your game account, you get a full refund. The exact review and processing times are in our Refund Policy and in your order confirmation.

2. The supplier declined to fulfill the order

Sometimes a supplier (a distributor partner) technically cannot deliver the product: the game publisher has temporarily disabled top-ups, the region is blocked, or the supplier has revoked its license. A full refund is issued automatically, with no investigation.

3. Wrong ID — but delivery hasn't started yet

If you entered an ID with a typo and caught it within the first few minutes after paying, contact support immediately. If the supplier hasn't received the delivery request yet, we'll correct the ID with no loss. If the delivery is already on its way to someone else's account, that ship has sailed.

4. Double payment

Technical glitches on the payment system's side can create a duplicate charge. One order, one payment. Any extra payments are refunded.

5. Force majeure

A prolonged outage of the game servers, a block on payment systems, legislative restrictions, or the revocation of a supplier's license at a point when the order has already been paid for but not delivered.

When a refund is NOT issued

1. The product was delivered correctly

The currency was credited to the ID you provided. Even if you change your mind after delivery, your account gets banned, or you accidentally spend the currency "on the wrong thing," no refund is due.

2. A wrong ID entered by you, delivery completed

The most frequent complaint and the most painful case. If the ID was entered by you and the currency reached someone else's account, that's the buyer's mistake, not the store's. Digital currency in another person's account is the property of that account's owner; we have no legal grounds to touch it.

Prevention: double-check the ID before paying. Take a screenshot of the form before pressing "Buy."

3. A game account ban after delivery

If, after you received the top-up, the game publisher banned your account for suspicious activity (cheats, multi-accounting, TOS violations), we cannot be held responsible for it. The ban is a matter between you and the publisher.

4. A change in the product's price

If the price of this product drops after your purchase, the difference is not refunded. The price on your receipt is final, valid as of the moment of the transaction.

5. Expiration (for gift cards)

Most gift cards have an activation window (usually 6-12 months). If you activated it past the deadline and the receiving store refused to accept it, that's not grounds for a refund — we did our part.

Refund timeframes

Timeframes depend on the payment method and the issuing bank:

• A refund to a bank card is processed through the acquiring bank. The exact time depends on the bank (for Russian MIR cards, usually a few business days).
• A refund to your internal ASHOP balance is processed the fastest of all.
• SBP and e-wallets — usually a few business days.

The exact timeframes are stated in our Refund Policy and in the refund confirmation you'll receive from support.

Refund through the bank (chargeback)

If the store is "holding back" a refund, you have the right to turn to your bank for a chargeback — a dispute of the payment. This works for MIR, Visa, and Mastercard cards.

What you need to prepare:

• The payment receipt
• The order confirmation from the store (email)
• Your correspondence with support (if the store refused)
• Proof of non-fulfillment (a record in your account area, a video recording)

The window for filing a chargeback is set by the payment system's rules. The bank's decision arrives a certain amount of time after you submit the claim.

Important: initiating a chargeback may automatically block your account with the store (standard anti-fraud practice). If it later turns out the store wasn't at fault, the bank will deny the refund and your account may stay blocked.

Refunds when a promo code or bonuses were used

If you paid with a promo code or bonus balance, then upon refund:

• The amount is refunded minus the discount (you'll get back exactly the sum that was charged to your card, without the bonuses)
• Any bonuses earned for this order are canceled
• A single-use promo code is burned (not restored)

How to submit a refund request

1. Go to your account area → Orders → find the order in question 2. The "Report a problem" button (or write to the support chat with your order number) 3. Describe the situation: what you ordered, what happened, and what you want (a full refund / a refund to your balance / redelivery) 4. Attach screenshots if needed (for example, of your game profile showing that the currency isn't there)

Additional buyer protection

Beyond the store's rules, your rights are protected by:

• The Consumer Rights Protection Law (Russia) — for Russian customers
• The payment rules of Visa/Mastercard/MIR — regarding chargebacks
• The jurisdiction for disputes — stated in the store's public offer

Conclusion

A refund for a digital product isn't "I didn't like it, give me my money back." It's a legally grounded procedure for cases where the product wasn't delivered, or was delivered incorrectly, through the fault of the store or the supplier.

The main rule for saving yourself the stress: check your details carefully before paying, especially the ID and the game server. A single wrong character costs you the entire order amount with no right to a refund.

Ran into a problem with an order? Contact support — we handle each case individually.