Refund Policy
1. Overview
At Challengeheight Sdn. Bhd. (“we”, “our”, “us”), purchases made through our platform are for digital game credits, virtual currency, digital items, and other supported game top-up products. Because these products are delivered digitally and may be credited or made available shortly after payment, refunds are subject to the conditions described in this Refund Policy.
2. Digital Game Credit and Top-Up Purchases
- Game credits, virtual currency, and other digital products are delivered electronically to the game account, Player ID, UID, server, region, or other destination provided during the order process
- Once a purchased digital product or top-up has been successfully delivered, it is generally considered fulfilled
- Digital game credits and virtual currency have no cash value and cannot be exchanged for cash unless required by applicable law
- Customers are responsible for checking the selected game, product, denomination, region, server, and account information before completing payment
3. Eligibility for Refunds
Refunds may be considered in the following circumstances:
- Payment was successfully completed but the purchased game credit or top-up was not delivered
- A technical or processing failure prevented the purchased digital product from being successfully delivered
- A duplicate transaction was unintentionally charged for the same order
- A confirmed unauthorized or fraudulent payment was made
- An order could not be fulfilled and the amount paid was not successfully delivered as the purchased digital product
Refund eligibility will be determined after reviewing the relevant transaction, order information, payment status, and delivery status.
4. Non-Refundable Cases
Refunds will generally not be provided in the following circumstances:
- The game credit, virtual currency, or digital product has already been successfully delivered
- The purchased game credit or digital product has already been used or consumed
- The customer selected the wrong game, product, denomination, amount, server, or region
- The customer provided an incorrect or incomplete Player ID, UID, User ID, account identifier, server, region, or other required information
- The top-up was successfully delivered to the account or destination information supplied by the customer, even if that information was entered incorrectly by the customer
- The request is based solely on a change of mind after the digital product has been delivered
- The request is based solely on dissatisfaction with a correctly delivered digital product
- The delay is caused by game maintenance, server issues, publisher restrictions, payment provider delays, network problems, or other circumstances outside our reasonable control, where the top-up remains pending and has not otherwise become eligible for a refund
- The transaction was completed through an unauthorized third party rather than our official website
5. Incorrect Game or Account Information
Customers are responsible for carefully checking all information entered before completing an order. This may include the game, Player ID, UID, User ID, character information, server, region, product, denomination, and quantity.
- We are not responsible for losses resulting from incorrect information provided by the customer
- If a top-up is successfully delivered to the account or destination identified by the customer, the order will generally be considered fulfilled
- If incorrect information causes a top-up to fail and the funds are returned to us, the transaction may be reviewed for a possible refund
- Where a third-party game publisher or platform does not allow a completed top-up to be reversed, we may be unable to recover or refund the delivered digital product
6. Failed, Delayed, or Unsuccessful Top-Ups
In some circumstances, a top-up may be delayed or temporarily unavailable due to game maintenance, publisher systems, payment processing, technical problems, network conditions, or other external factors.
- Customers should allow the applicable processing period for the selected product before submitting a refund request for a delayed order
- If a top-up remains undelivered after the applicable processing period, customers may contact us for an order review
- We may investigate the transaction with the relevant payment or game-related systems before determining whether a refund is available
- If the transaction is confirmed as unsuccessful and the purchased digital product was not delivered, a refund may be issued where the transaction qualifies under this policy
7. Chargebacks and Payment Disputes
If you experience an issue with an order, we encourage you to contact us before initiating a chargeback or payment dispute so that we can investigate and attempt to resolve the matter.
Initiating a chargeback or payment dispute without first contacting us may result in:
- Suspension or restriction of your website account where appropriate
- Cancellation or suspension of pending orders
- Additional review of your transaction history and account activity
We reserve the right to provide relevant transaction, payment, order, and delivery records to payment providers or financial institutions when responding to a payment dispute or chargeback.
8. Refund Request Process
To request a refund, you should:
- Contact us within 7 days of the relevant transaction
- Provide your Order ID or other transaction reference
- Provide the email address associated with the order where applicable
- Clearly explain the reason for your refund request
- Provide any relevant information or evidence reasonably required to investigate the issue
Submitting a refund request within 7 days does not automatically guarantee a refund. Each request will be reviewed according to the circumstances of the transaction and the conditions of this Refund Policy.
Requests submitted without sufficient information may be delayed or may not be processed until the required information is provided.
9. Refund Processing
- Approved refunds will generally be issued using the original payment method used for the transaction
- Refund processing may take 7–10 business days after approval, depending on the payment provider or financial institution
- The time required for the refund to appear in your account may vary depending on your payment provider
- Any fees charged by payment processors may be deducted where applicable and permitted
10. Policy Abuse and Fraudulent Refund Requests
We reserve the right to:
- Refuse refund requests that do not meet the conditions of this policy
- Investigate suspicious or repeated refund requests
- Restrict, suspend, or terminate access to users suspected of fraudulent activity, payment abuse, chargeback abuse, or misuse of this Refund Policy
- Take appropriate action where false information or fraudulent evidence is provided in support of a refund request
11. Modifications
We may update or modify this Refund Policy from time to time to reflect changes to our products, services, payment processes, business practices, or applicable requirements. The updated policy will be published on our website, and continued use of our platform after the changes are published indicates acceptance of the updated policy to the extent permitted by applicable law.
12. Contact Information
For any refund-related inquiries, please contact us:
