Refund and Payment Dispute Policy
This Refund and Payment Dispute Policy explains how we handle refunds, cancellations, failed or delayed orders, payment authorization, payment disputes, chargebacks and anti-scam confirmations relating to digital products and online top-up services. This Policy forms part of the Terms of Service.
1. General Principles
We are committed to handling orders fairly and efficiently. Because digital products and online top-up services are delivered electronically and may be difficult or impossible to reverse once completed, completed orders are generally final and non-refundable unless required by applicable law or expressly stated in this Policy.
An order is generally completed when the relevant in-game points, in-app points, live-platform points, memberships, passes, top-up credits or other digital top-up entitlements have been delivered, credited, issued, made available for use or successfully processed according to the Recipient Information provided by the user, as shown by our records, supplier records, Payment Partner records or relevant service-provider records.
If an order involves fraud, scam, induced top-up, money laundering, sanctions risk, illegal funds or other unlawful or non-compliant risk, we may suspend fulfillment, delay processing, refund, freeze, reject the order, restrict the account, preserve evidence or cooperate with an investigation based on order status, fulfillment status, nature of risk, user identity, Payment Partner rules, law-enforcement requirements and applicable law.
2. Digital Top-Up Fulfillment
Our services mainly include game top-ups, live-streaming / voice-chat / social-entertainment app top-ups and related digital fulfillment services. Delivered entitlements may include in-game points, in-app points, live-platform points, memberships, passes, top-up credits or other digital entitlements usable on relevant third-party platforms.
These entitlements are not cash, electronic money, cryptocurrency, securities, financial products, stored-value products or freely transferable assets. Unless expressly permitted by applicable third-party platform rules, they may be used only on the designated platform, account, region or service. We do not provide entitlement buyback, cash-out, conversion, fund offset, money transfer, remittance or withdrawal services.
3. Circumstances Eligible for Refund or Other Remedy
After review, we may provide a refund, cancellation, reprocessing, replacement or other reasonable solution if one or more of the following applies:
• The order cannot be completed because of service unavailability, supplier processing failure, technical error or an operational reason.
• We cancel the order before fulfillment.
• The same order is charged more than once and the duplicate payment is not fulfilled.
• The product or service is not delivered and cannot reasonably be reprocessed.
• The delivered product materially differs from the product confirmed at checkout because of our or our supplier’s verified error.
• Applicable law requires a refund or other remedy.
• We expressly promise a refund or other remedy on the order page, in an email or in another valid written communication.
4. Circumstances Generally Not Eligible for Refund
Except as required by applicable law or expressly stated by us, refunds are generally not supported where:
• The order has been successfully delivered or processed.
• Recipient Information supplied by the user is incorrect, incomplete, expired, wrong or unauthorized.
• The user selected the wrong product, region, account, quantity, payment method, currency, promotion or campaign.
• The issue results from third-party platform rules, account restrictions, regional restrictions, maintenance, service changes, suspension, bans, deduction or removal of delivered entitlements, or another decision outside our control.
• The user refuses reasonable verification, refund review, dispute handling or customer-support cooperation.
• The refund request, dispute or chargeback is fraudulent, abusive, inconsistent with fulfillment records or raised after successful fulfillment without a valid legal basis.
For a high-risk order not yet delivered, we may prioritize suspension of fulfillment and proceed with refund, freezing or lawful cooperation with an investigation. For an order already fulfilled and impossible to reverse, refund handling may be limited by the nature of digital products, third-party platform rules, supplier records, Payment Partner rules and applicable law.
5. Incorrect or Unauthorized Recipient Information
You are responsible for checking all Recipient Information before payment, including UID, account, player ID, server, region, phone number, email address, product type, quantity and any other information required for fulfillment.
The checkout page may require you to confirm Recipient Information before proceeding. Your confirmation records that you reviewed the information presented to you. If an order is delivered to the Recipient Information supplied by you, we may be unable to cancel, correct, recover or refund it even if the information was incorrect, unless required by applicable law or expressly stated by us.
If another person’s receiving account is used without authorization, we may suspend or reject the order, request verification, preserve evidence or take other reasonable measures permitted by law.
6. Failed, Delayed or Incomplete Orders
If an order fails, is delayed or cannot be completed, contact customer support. We may review our records, supplier records, payment-related records and relevant service-provider records to confirm order status. Depending on the circumstances, we may provide reprocessing, replacement, cancellation, a refund to the original payment method where feasible, or another reasonable solution.
Orders under security review, payment confirmation, identity or payment-authorization verification, supplier processing, user-protection review or compliance review may require additional time. We may be unable to disclose detailed review standards, tools, signals, thresholds, supplier feedback, Payment Partner feedback or internal processes.
7. Refund Method and Timing
Refunds are usually returned to the original payment method where feasible and subject to Payment Partner processing, applicable law and our review. We do not normally refund to a different person, unrelated account, cash channel, cryptocurrency address or other method that creates fraud, AML or operational risk.
If a refund cannot be returned to the original payment method, we may provide another reasonable and lawful refund method agreed with customer support. Refund arrival time depends on the payment method, Payment Partner, issuer, bank, wallet provider, local payment partner, currency, country, region, compliance review and factors beyond our control.
We may notify you when a refund instruction has been submitted. The time at which funds become available is controlled by the relevant Payment Partner, bank, issuer or wallet provider.
8. Fees, Taxes, Exchange Rates and Third-Party Charges
Except as required by applicable law or expressly stated by us, we do not guarantee refund of payment-processing fees, bank fees, issuing-bank fees, network fees, wallet fees, mobile-carrier fees, exchange-rate differences, taxes or other third-party charges.
If a refund is processed in a different currency or through a Payment Partner, the final amount received may be affected by exchange rates, conversion fees, bank charges or Payment Partner rules. We do not control the exchange rate or fee applied by an independent Payment Partner or financial institution.
9. Billing Names and Payment Records
In some regions, the billing or payment-related name displayed on a bank statement, card statement, payment receipt, invoice or other payment-related record may differ from the GameBar brand or primary operating entity. Please refer to the Terms of Service for contracting-entity and regional billing arrangements.
A displayed billing name does not mean that the displayed entity provides banking, acquiring, payment-institution, wallet, stored-value, money-transfer or financial services to you.
10. Payment Authorization and Verification
You represent and warrant that you are legally authorized to use any payment method used for an order and that all payment, billing and transaction information you provide is true, accurate, current and complete. You must not use another person’s payment method, identity information, account, card, wallet, banking information or billing information without proper authorization.
We may request reasonable information to verify payment authorization, investigate a payment issue, handle a refund request or respond to a payment dispute. If authorization cannot be verified, or a payment is reported as unauthorized, disputed, reversed, charged back, suspected of fraud or otherwise suspicious, we may review, delay, cancel, refund, reject, restrict or otherwise handle the order or account.
11. Unauthorized Purchases and Minors
Claims involving an allegedly unauthorized purchase, account compromise or a minor will be reviewed based on applicable law, payment-network rules, order and fulfillment status, account and device records, authorization evidence, guardian or cardholder documentation, prior transaction history and other relevant facts.
Where the order has not been fulfilled, we may suspend fulfillment while reviewing the claim. Where the order has already been fulfilled and cannot be reversed, the available remedy may be limited by digital-product characteristics, third-party platform rules, Payment Partner rules and applicable law. Nothing in this Policy limits mandatory rights relating to unauthorized payments or minors.
12. User Protection and Anti-Scam Confirmation
We provide anti-scam warnings to help protect users. Before payment, you should confirm that:
1. you are not being asked, instructed, pressured or threatened by any person to make the purchase;
2. you are not buying for investment, rebate, online task, job opportunity, prize, refund, account unlocking, account verification, dating, romance, a streamer request, withdrawal, third-party collection or a similar purpose;
3. you understand that the Platform only provides digital top-up services and does not participate in third-party transactions, investments, rebates, dating, collection, escrow, money transfer, remittance, withdrawal, fund recovery or similar activities;
4. if any person asks you to purchase a top-up product or promises money, rewards, refunds, unlocking, withdrawal or other benefits after purchase, you should stop immediately and contact customer support; and
5. a successfully fulfilled digital top-up order may be difficult or impossible to reverse.
Before payment, you may be required to confirm statements such as:
• I confirm that, to the best of my knowledge, this purchase is for my own genuine and voluntary consumption and is not made as a result of third-party instruction, inducement, pressure, threat or a promise of return.
• I confirm that I have read and understood the anti-scam warning and choose to continue payment voluntarily.
The confirmation record may be retained as part of our order, security, dispute and compliance records.
13. Chargebacks and Payment Disputes
If you believe there is a problem with an order, we recommend that you first contact customer support and provide order evidence so we can investigate and respond more quickly. This recommendation does not restrict any right you may have to contact your bank, Payment Partner, card scheme or other competent body.
If you directly initiate a chargeback, payment reversal or unauthorized-payment claim, we will investigate and respond within the time limits required by payment-network rules, Payment Partner requirements and applicable law.
We may provide information reasonably necessary to payment partners, banks, card schemes, dispute-handling institutions, service providers, suppliers or law-enforcement agencies. Such information may include order records, delivery proof, account information, payment-related records, communication records, anti-scam confirmation records, verification records, device and IP logs, technical logs and other evidence reasonably necessary to handle the dispute or protect legal rights.
14. Consequences of Abusive or Fraudulent Disputes
Where reasonably necessary to protect users, the Platform, payment security, service integrity, partners or legal compliance, and where a payment dispute, chargeback, payment reversal, refund request or claim is fraudulent, abusive, unlawful or inconsistent with a completed order, we may review, delay, cancel or refuse orders, restrict functions, suspend access, terminate the account, refuse future transactions, provide evidence to Payment Partners or take other appropriate measures.
To the extent permitted by applicable law, we may seek recovery of reasonable, direct and provable losses, including chargeback amounts, reversal amounts, Payment Partner fees, investigation costs and other documented expenses caused by fraudulent or abusive conduct. Where legally permitted, reasonable amounts may be offset against refunds payable to you; any further recovery will be pursued in accordance with law.
15. Customer Support and Evidence
If you report a delivery, refund, payment or dispute issue, we may request reasonable supporting information, such as the order number, payment record, recipient account or UID, screenshots, third-party platform records or other information needed to investigate the issue.
Where reasonably necessary, we may review our records, supplier records, payment-related records and relevant service-provider records to determine whether an order was processed or completed. Incomplete or unverifiable information may delay the investigation or prevent us from confirming the claim.
16. Product, Checkout or Campaign-Specific Rules
Specific product pages, checkout pages, payment-method notices, campaign pages, FAQs or supplemental rules may apply to particular products, services, regions, payment methods or campaigns. In the event of inconsistency, the specific rules displayed on the relevant page prevail unless applicable law requires otherwise.
17. Changes to This Policy
We may update this Policy from time to time. Updated versions will be posted with a new effective date. Where required by law or where material changes occur, we may provide additional notice. A refund or dispute will normally be handled under the version in effect when the relevant order was placed, unless applicable law or a later version expressly requires otherwise.
18. Contact Us
For refund, payment, delivery or dispute issues, contact the customer-support channels displayed on the Platform or email service@gamebar.gg. Please provide the order number, payment record, Recipient Information and a clear description of the issue.
Company: FUN PLAY GROUP LIMITED
Address: UNIT C21, 4/F, YIP WIN FACTORY BUILDING, NO. 10 TSUN YIP LANE, KWUN TONG, KOWLOON, HONG KONG
Registration No: 74456009