Refund Policy

Refund Policy

This Refund Policy is part of our Terms of Service. Together they form the agreement between you and Swap.gg B.V., Sloterweg 796, 1066 CN Amsterdam, the Netherlands, registered with the Dutch Chamber of Commerce under number 85936200 (“Swap.gg”, “we”, “us”). You can reach us at support@swap.gg.

This policy covers Wallet Funds you buy with a payment method on Swap.gg. Nothing in it limits any rights you have under the mandatory consumer law of the country you live in.

What you buy

Wallet Funds (the “Wallet Funds”) are the balance on your Swap.gg account, shown with the “$” sign. You can use them to buy in-game items on Swap.gg. They can't be transferred to another account, and they can't be exchanged for money, except as a refund under this policy.

Your 14-day right to a refund

You can cancel a purchase of Wallet Funds and get your money back, without giving a reason, within 14 days of the day the funds are added to your balance, as long as you haven't made any purchase on Swap.gg since then (your right of withdrawal).

The right ends as soon as you make a purchase. When you pay, you ask us to add the funds to your balance right away, and you confirm that you lose your right to a refund once you make a purchase after that payment. From that moment the whole payment is no longer refundable, even if the purchase cost less than the funds you added and even if your balance already held other funds. Paying for a store order is a purchase, so a payment made for an order can't be refunded once the order is placed. We confirm this by email after every payment.

What this policy doesn't cover

• Gift cards. Swap.gg gift cards are sold by resellers such as Kinguin, not by us. A refund for a gift card purchase is handled by the seller under its own terms. A code you have redeemed on Swap.gg can't be reversed.
• Funds from selling items. Wallet Funds you receive for items you add to Swap.gg aren't a payment to us, so there is nothing to refund.

How to ask for a refund

Tell us within the 14 days by creating a support ticket on Swap.gg or by emailing support@swap.gg. Include your Steam username and the transaction ID from your payment confirmation email. You can use the model withdrawal form below, but you don't have to. Your request is on time as long as you send it before the 14 days are up.

How we refund

We refund the full amount you were charged, including any payment fee, within 14 days of receiving your request, at no cost to you. We deduct the refunded Wallet Funds from your balance, together with any deposit bonus you received with them.

• Card payments are refunded to the card you paid with.
• Other payment methods are refunded by hand, through the same payment method you used. We may ask you for the account details we need to send the refund to. You get back the amount you were charged at checkout; if that method is settled in another currency, we convert it at the exchange rate on the day we send the refund. We will only use a different refund method if you agree to it.

Payments you didn't make

If someone used your payment details without your permission, contact our support as soon as possible. We will investigate, and we may suspend the account involved while we do. If the Wallet Funds from that payment haven't been used, we refund the payment to the payment method it came from. If they have been used, we can't refund them ourselves. This doesn't affect any rights you have with your bank or card issuer.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Swap.gg B.V., Sloterweg 796, 1066 CN Amsterdam, the Netherlands, support@swap.gg

I hereby give notice that I withdraw from my contract for the purchase of the following Wallet Funds:

• Transaction ID:
• Paid on:
• Steam username:
• Name:
• Address:
• Signature (only if this form is sent on paper):
• Date:

Questions and complaints

Questions or complaints about a refund can go to support@swap.gg or to a support ticket on Swap.gg. We handle every request in good faith and in line with the consumer law that applies to you.