Our Protection Policy is a voluntary goodwill program offered in addition to your statutory rights. It explains what is covered, how to submit a claim, and what is excluded for fairness, security and to prevent abuse. This policy does not limit statutory consumer rights (including remedies for digital services/digital content under Secs. 327 et seq. BGB and applicable withdrawal rights).

Definitions

  • Delivery: access/credentials are provided via the ticket system and the delivery step is recorded with a timestamp.
  • DOA (dead-on-arrival): access fails immediately after delivery despite following the hand-over steps (evidence required).

1) What we cover

  • Non-delivery after successful payment.
  • Invalid or incorrect credentials at the moment of delivery.
  • DOA access (dead-on-arrival) as defined above.

2) Our first step

We will first attempt to fix delivery or credentials as quickly as reasonably possible. If the issue cannot be resolved within a reasonable timeframe, we may offer an equivalent replacement. A refund under our voluntary programs may be considered only if fixing and replacement are impossible and within our voluntary 5-day assessment window (see Refund Policy).

3) What is excluded (no voluntary protection)

  • Violations of publisher/platform rules by the customer (e.g., bans or restrictions due to customer conduct).
  • Misuse (sharing/reselling credentials, tampering, ignoring hand-over steps, or selecting an incorrect region/version after clear warnings).
  • Third-party enforcement (suspensions or bans) provided our service was conforming at the time of delivery and the measure was not caused by our breach of contract.
  • Suspected unauthorized use of payment methods or chargeback abuse (we may contest disputes and provide evidence to payment providers).
  • Customer-side issues (device/ISP/VPN/platform restrictions) that prevent access despite correct credentials at delivery.

4) How to submit a claim

Email [email protected] within 48 hours of delivery and include:

  • Your Order ID + game/service name
  • Checkout email address used for the purchase
  • Screenshots or error messages showing the issue (and the steps you have taken)

5) Customer security obligations

  • Change the delivered password immediately.
  • Enable 2FA if available and do not share credentials.
  • Follow any specific hand-over steps included in your order email/ticket.
  • Keep your device and email account secure (e.g., updated software, no shared devices).

6) Processing time

We respond 24/7 and typically assess claims within up to 7 days, depending on complexity.

7) Privacy note

We process your data solely for claim handling as described in our Privacy Policy.

Last updated: 29 December 2025

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