Refunds and disputes

We aim to make refunds fast when they are warranted and disputes fair when parties disagree. This page summarises the policy; the definitive version lives on the refund policy legal page.

When we refund

• Delivery failed — the seller did not deliver within the listing window and cannot fulfil.
• Incomplete delivery — you received part of what you paid for and the seller cannot make up the balance.
• Mis-described listing — the good delivered materially differs from what the listing described (e.g. wrong region, wrong tier, missing account cosmetics).
• Safety concern — an account was reclaimed by the original owner, a code was pre-redeemed, or a boosting session led to a game-side ban attributable to the booster.

When we do not refund

• Buyer changed mind after successful delivery — EU consumer withdrawal rights are waived at checkout on digital goods with immediate performance.
• Goods used or partially consumed — you spent the top-up, redeemed the code, or played the account.
• Off-platform contact — if the parties bypassed the Vexloot inbox to discuss delivery or payment, we cannot mediate.

The four dispute playbooks

Support runs one of four playbooks depending on the category: account_recovered, currency_reverted, boost_banned, off_platform. Each has a defined evidence pack the buyer and seller are asked to provide. The team drafts a resolution within our SLA and offers both parties a chance to respond before acting.

Chargebacks

If you initiate a chargeback with your card issuer instead of using our dispute flow, the order is frozen, the goods are auto-revoked where possible, and the account is temporarily suspended pending outcome. Please use the on-platform flow first — it is faster and does not require us to close your account.