Refund policy

This Refund Policy applies to all purchases made on https://www.card4play.com ("Site"), operated by Nebula Digital Limited ("Card4play", "we", "us"). International in-game top-ups, digital gift cards, and redemption codes sold on this platform are digital rights products authorized for sale by Card4play. Please read this policy carefully before placing an order. This Refund Policy forms part of, and should be read together with, our Terms & Conditions.

1. Delivery Timeframes (Basis for Refund Eligibility)

Refund eligibility under this policy is closely tied to whether a Product was actually delivered within its expected timeframe. Our standard delivery methods are:

Delivery MethodDescriptionTypical Timeframe
Automatic Delivery — Direct Recharge | Credits are pushed directly into the game/account ID you provided | Completed within 1–3 minutes of successful payment
Automatic Delivery — Digital Card / Code | A redemption code or card PIN is generated and made available | Completed within 3–5 minutes of successful payment

Once delivery is confirmed complete under either method, you can immediately view the order status, and (where applicable) the code, in your Card4play account order history. Orders that remain undelivered materially beyond these timeframes should be reported to us per Section 4 so we can investigate and, where appropriate, issue a refund.

2. General Principle: Digital Goods Are Final Sale

Because digital goods are delivered instantly and cannot be "returned," all sales are final once a Product has been successfully delivered as described in Section 1. We are unable to offer refunds, exchanges, or cancellations simply because you changed your mind, selected the wrong denomination by choice, or no longer wish to use the Product.

We only issue refunds in the specific circumstances described in Section 3 below.

3. When Are Refunds Available?

3.1 Payment Successful but Product Not Delivered

If you were successfully charged but the Product was not delivered within the timeframes stated in Section 1 (and remains undelivered after our investigation), you are entitled to a full refund of the amount charged.

Note on declined or pending transactions: If your payment was declined or never completed, no funds were taken and there is nothing to refund. You may occasionally see a temporary authorization hold on your bank or card statement for a transaction that did not go through — this is not an actual charge and is typically released automatically within 3–7 business days. Some payment methods (e.g., certain cryptocurrency payments) are irreversible by design; in such cases we will work with you case-by-case.

3.2 Service Interruptions Outside Our Control

We will not be liable for delivery delays or failures caused by:

  • Scheduled system maintenance announced in advance on the Site;
  • Telecommunication or network equipment failures preventing data transmission;
  • Force majeure events, including typhoons, earthquakes, tsunamis, floods, power outages, war, or terrorist attacks;
  • Hacker attacks, or third-party technical adjustments or failures beyond our reasonable control;
  • National holidays or other scheduled closures announced in advance on the Site.

Where delivery is delayed (rather than permanently failed) due to the above, we will complete delivery once the interruption is resolved rather than issue a refund. If the Product genuinely cannot be delivered as a result of such an event, we will refund the amount charged.

3.3 Duplicate Charges or System Errors

If you were charged more than once for the same order due to a technical or system error, or charged an incorrect amount because of a verifiable platform error, the duplicate or excess amount will be refunded upon verification.

3.4 Incorrect Recharge Account Information

For direct top-up Products, you are solely responsible for verifying that the game ID, account, or phone number you enter is accurate before completing payment. Card4play is not liable for credits delivered to an incorrect account resulting from information you provided.

If you believe an error occurred (e.g., the recipient ID does not exist), you must contact us within 30 days of the order (Hong Kong Time, UTC+8) with your order ID. We will investigate with our delivery partners; if it is verified the funds were never successfully delivered to any account, we will issue a refund. Refunds will not be issued if the credit was successfully delivered, even to an unintended account.

3.5 Orders Under Review or Restricted for Risk/Security Reasons

We may place an order or Wallet balance under temporary hold pending identity or payment verification (KYC) where we detect signals of potential fraud. This protects you and the platform. Once verification is complete, any funds not corresponding to a legitimate delivered order will be released per Section 5.

4. How to Request a Refund

To request a refund or report an undelivered order, please contact our support team via 24-hour online customer service or email, with the following information:

  1. Your registered account email or username;
  2. Order ID / transaction reference number;
  3. Reason for the request (e.g., non-delivery, duplicate charge, incorrect recipient);
  4. Any supporting evidence (e.g., payment confirmation, error screenshots).

Contact: [email protected]

We aim to acknowledge and respond within 2 business days (Hong Kong Time, UTC+8); complex cases involving third-party platform verification may take longer.

5. How Refunds Are Issued

5.1 Default: Refund to Card4play Wallet

Unless otherwise required by applicable law or your payment provider's rules, approved refunds are issued by default as Wallet balance, typically processed within 3–5 business days of approval.

5.2 Refund to Original Payment Method

You may request a refund to your original payment method instead by contacting [email protected] with your order ID. Such refunds:

  • Are subject to review and approval, and typically take 5–10 business days, depending on your bank or payment provider;
  • May be subject to a processing fee charged by the payment provider, deducted from the refunded amount (Wallet refunds are not subject to this fee);
  • May not be available for payment methods that do not support reversals (e.g., certain cryptocurrency payments), in which case we will offer Wallet credit or another mutually agreed resolution.

6. Chargebacks

If you initiate a chargeback or payment dispute without first contacting Card4play to resolve the issue, we reserve the right to suspend your account and Wallet balance pending investigation. Filing a chargeback for a legitimately delivered order violates our Terms & Conditions and may result in permanent account termination and referral to fraud-prevention databases shared with payment partners.

7. Changes to This Policy

We may update this Refund Policy from time to time. Material changes will be posted on this page with an updated "Last Updated" date. Continued use of the Site after changes take effect constitutes acceptance of the revised policy.

8. Contact Us

If you have questions about this Refund Policy, please contact:

Card4play (operated by Nebula Digital Limited)
Email: [email protected]