Guarantees, replacement
& refunds
Your confidence is our priority. We explain guarantee terms clearly, help in difficult situations, and work toward a fair resolution.
Our guarantees — your confidence
Reliability. Support. Resolution.
Coverage depends on the category
Guarantee terms may differ for accounts, subscriptions, keys, and manual services. Product-specific terms shown on the product page take priority.
The issue must be verifiable
Order details, a clear description, and-when possible-screenshots or video help us verify whether the problem is with the product or its use.
Support follows the case to resolution
Your request is linked to the order. Technical or payment verification may extend the review time, while the full conversation remains in your support history.
What happens after you contact support
The review period starts once enough information has been provided to investigate the case.
Request received
Provide the order number, product name, purchase date, and a detailed description of what happened.
Standard review
Normally completed within 3 business days after receiving all required information.
Extended verification
If payment or technical provider information is required, review may take up to 7 business days.
Resolution
For a confirmed issue, the appropriate solution may be replacement, redelivery, access recovery, or a wallet credit when other options are not available.
Standard guarantee periods
If a product page contains a different guarantee period or special terms, those product-specific terms apply.
At delivery and initial verification
The guarantee covers initial access and the account characteristics stated on the product page at the time of delivery. Once you successfully sign in and confirm the listed parameters, the initial-access guarantee is considered fulfilled. Changing credentials, sharing access, or violating usage rules ends the guarantee.
24 hours
Applies when access is not working from the start or the product does not match its description. Bans or restrictions that appear after delivery are not covered.
24 hours
The guarantee applies during the initial product check provided that the instructions and usage terms are followed.
24 hours
Coverage ends after customer-side credential changes, security changes, trading, item transfers, wallet funding, VAC/Community Ban, or other sanctions after delivery.
24 hours / until successful delivery
Accounts, keys, and access products normally have a 24-hour guarantee. For digital items, capes, and manual delivery, coverage may apply until successful delivery is completed.
For the paid period
Coverage applies for the paid subscription period when the usage rules are followed. Regional restrictions, blocked websites, ISP limitations, and external outages are not product defects.
For the paid period
Unless stated otherwise, coverage applies for the paid period. Do not change profile credentials, attach personal payments, share access with third parties, or modify service settings.
Until activation or first verification
Once a key, code, or instruction has been used, activated, or shared, replacement is unavailable unless the original issue is confirmed during verification.
If a specific product page lists a custom period, region, delivery format, restrictions, or special rules, follow those terms.
Guarantee issue or usage issue?
The key factors are the product state at delivery and whether the customer followed the usage rules.
When a problem is covered
- The product does not match its page description.
- Credentials were delivered incorrectly due to the seller or delivery system.
- Access is unavailable immediately after delivery and verification confirms it.
- A key, code, login, password, or instruction is invalid before use.
- A subscription stops working during the paid period without a customer-side violation.
When coverage ends
- The product instructions or specific terms were violated.
- Login, password, email, nickname, region, currency, security, or other details were changed.
- Access was shared, resold, published, or sent to third parties.
- A third-party platform issued a ban or restriction after delivery.
- The customer expected a feature that was never listed on the product page.
What to do immediately after delivery
Following these rules helps preserve coverage and makes initial issues easier to verify.
Check the product immediately
Confirm that access works, listed characteristics are present, and the region and delivery format match the product page.
Do not change credentials unless allowed
Do not change passwords, email, phone, nickname, region, currency, security, or other settings unless the product terms allow it.
Do not share access
Do not forward or publish logins, passwords, keys, or codes. Third-party access may make verification impossible.
Keep evidence
If an error appears, take a screenshot or short video before changing any settings or credentials.
How to submit a claim that can be reviewed quickly
The more complete the first message is, the fewer follow-up questions are needed before verification.
Review the instructions
First make sure the product is being used exactly as described on its page.
Identify the order
Include the order number, product name, purchase date, and when the issue first occurred.
Describe what you did
Explain step-by-step what you did after delivery and at which point the issue appeared.
Attach evidence
Attach screenshots, video, error text, or other information that lets us reproduce or confirm the issue.
How the resolution method is chosen
Because digital products can be disclosed or delivered instantly, a confirmed issue does not automatically mean a cash refund.
Replacement or redelivery
If a new delivery or replacement can resolve the issue, this is the preferred solution.
Access recovery
If the product can be restored technically, support may offer recovery or a direct fix instead of replacement.
Wallet credit
If a confirmed issue cannot be resolved by replacement, redelivery, or recovery, the store may credit the product value to the internal wallet.
Wallet funds are used to purchase products and services inside SniperGames Store. They cannot be withdrawn to bank cards, e-wallets, cash, or another external payment instrument.
Contact support before opening a payment dispute
If there is a genuine order issue, support can review delivery records, order history, and technical data. Providing false information, abusing refunds, or opening unfounded chargebacks may result in refusal of future service.
Frequently asked guarantee questions
Quick answers to the questions customers most often ask before and after purchase.
01When does the guarantee period start?+
From the moment the digital product, access credentials, key, code, instructions, or other order data are actually delivered, unless the product page states otherwise.
02Which terms take priority: this page or the product page?+
Product-specific terms take priority. This page provides the general rules when no separate conditions are stated.
03Can a correctly delivered digital product be returned?+
Once credentials, a key, code, link, or instructions have been disclosed, a return is normally unavailable when the product matches its description and was delivered correctly.
04What if access stops working?+
Do not change credentials or take actions that may complicate verification. Capture the error and open a support request with the order details.
05Why might support ask for a video?+
A video can show the exact sequence of actions and help rule out device, region, browser, or usage issues.
06How long does a claim take?+
Standard review takes up to 3 business days after receiving the required information. Extended technical or provider verification may take up to 7 business days.
07What if I changed the password or other credentials?+
If the product terms prohibited the change, coverage may end because the original state of the access can no longer be reliably verified.
08Where should I contact you about a guarantee issue?+
Use the Support section in your account. This links the request to your account and order history.
Tell us what happened - we will review the order based on the facts.
Prepare the order number, issue description, and supporting evidence. Do not send bank details, personal documents, recovery codes, or other sensitive information.