Refund, Return & Cancellation Process

For Singapore users, please refer to this article here.

Refund Policy

1. All Sales Are Final
   All sales on G2G are final. Refunds will only be provided under the following conditions:

   • 1.1 The buyer did not receive the order. Refunds or cancellations are possible as long as the product has not been delivered or partially delivered. For cancellation of a transaction, refer to the cancellation policy.

   • 1.2 The product received by the buyer does not match the product description.

2. Refund Policy Exclusions
   Refunds will not be provided in the following situations:

   • 2.1 Buyers have verified and confirmed receipt of the order.

   • 2.2 Transactions made outside of the G2G Marketplace.

   • 2.3 Refunds will not be issued due to buyer dissatisfaction, remorse, mistaken purchases, or failure to escalate the order within 72 hours. Additionally, refunds are not applicable if the buyer’s device doesn’t meet the minimum product requirements.

   • 2.4 By purchasing any products from the G2G platform, the buyer understands, acknowledges, and accepts this release of liability.

   • 2.5 G2G does not cover fraudulent claims. We reserve the right to pursue legal actions and permanently suspend a buyer's account for filing fraudulent claims.

3. Order Confirmation & Refund Eligibility
   Buyers must only confirm receipt of the order after verifying that the product received matches the description and is in working condition. Confirming receipt indicates satisfaction with the purchase and finalizes the transaction, allowing payment to be released to the seller. If no claims are made within 72 hours after delivery, the buyer is deemed to have accepted the goods and no refunds will be issued.

   For account types categorized under Goods and/or Services—including but not limited to High Level Accounts and Subscription-Based Accounts—the insurance period shall be limited to fourteen (14) calendar days from the date the order is confirmed. During this period, the buyer is eligible to raise any disputes or claims related to the purchased item.
   Upon expiry of the insurance period, the buyer shall assume full responsibility for the purchased item and bear all associated risks, with no entitlement to refunds, returns, or replacements thereafter. The platform shall bear no responsibility for issues arising beyond this period.

4. Trading Disputes
   In case of a dispute, the buyer has 48 hours to respond to G2G support with evidence for validation. If no response is provided within the stipulated time frame, the issue will be considered resolved and the dispute will be closed.

5. Payment Disputes & Chargebacks
   G2G does not cover payment disputes or chargebacks. Once initiated, G2G will halt any further investigation, and requests, including refunds, will not be entertained.

6. Sale Contracts
   All sales contracts are between the buyer and the seller. G2G may assist in resolving disputes but is not responsible or liable for the actual sale contract.

7. Verification & Handling Fees
   Refunds will not be issued for orders that have passed the verification stage, and handling fees will not be refunded.

8. Refund Methods
   Buyers may choose to receive a refund via G2G Store Credit (except for Singapore users) or the original payment method. G2G Store Credit can be used for future purchases.

   • In case of cancellation due to payment verification failure, refunds will be processed via the original payment method.

9. Refund Processing Time
   Refunds typically take up to 14 days to process, depending on the payment method used. Banks may take up to 14 days to finalize the refund, and the authorization hold on funds may delay the process.

Product Categories & Refund Policies

• Gift Cards / Video Games / Software
  These are intangible products. Refunds are only eligible if the product has not been downloaded from the buyer’s G2G account. Once delivered to the account, they are considered “downloaded” and are strictly non-refundable or exchangeable.

• Game Items
  Purchasing game accounts, coins/currencies, coaching, game boosting services, game items, and game points for real money may violate the terms of service of the Game Developer/Publisher, which could lead to bans, suspensions, or retrievals.
  Note: G2G is not liable for any actions taken by the game developers or publishers, and refunds are not provided once the order is completed.

• Direct Top-Up
  Buyers must verify the game name, server, account name, and purchased amount before finalizing the checkout. G2G will not assume responsibility for incorrect purchases caused by buyer negligence or wrong information provided.

Cancellation Guide

Order Status & Cancellation Request

To request a cancellation, the buyer must click the "Cancel Order" or "Report" button and fill out the cancellation form, including the reason for cancellation and preferred refund method. G2G will process the cancellation request based on the order status:

1. To-Pay / Pending:
   The buyer can cancel the order by clicking the "Cancel Order" button. If the payment is made, the order will be moved back to the "Paid" status once confirmed.

2. Verifying Payment:
   The buyer can click "Cancel Order" or "Report" to apply for cancellation. Refunds will be processed back to the original payment method within 1 to 14 days.

3. Preparing:
   Buyers can apply for cancellation through the "Cancel Order" or "Report" button. A refund method (Store Credit / Original payment method) must be selected.
   Note: Seller approval may be required in this status. If the seller doesn't respond within 48 hours, or if the seller accepts the request, the order will be cancelled. If rejected, the buyer can escalate the cancellation.

4. Delivering:
   Similar to the Preparing status, buyers can apply for cancellation via "Cancel Order" or "Report". If partial delivery has occurred, the seller’s approval is required. The buyer can escalate if the seller rejects the request.

5. Delivered:
   If the order status is Delivered, buyers cannot directly apply for cancellation. Instead, they can submit a complaint or issue with the received product via the "Report" button. The seller must approve the request. If no response is given within 48 hours, the buyer can escalate the issue to G2G.

Return Policy

1. No Returns Once Completed
   Once a transaction is completed, returns are not allowed. By confirming the transaction, the buyer agrees to accept the product and finalizes the purchase.

2. In-Game Items
   Under no circumstances should in-game items be returned, even if the same character is involved in the trade. Only scammers request the return of items. The buyer is fully responsible for any action taken.

Non-Recurring Payment Policy

G2G does not offer subscription-based or recurring services. All payments made on G2G are for one-time purchases only, including gift cards, video games, software, game items, and game top-up services.

• Buyers must ensure the accuracy of all details (quantity, character name, server, etc.) before confirming the purchase. The final amount, including fees and taxes, will be displayed before payment.

• G2G is not liable for wrong orders due to negligence or incorrect information provided by the buyer.

Specifically for Singapore Users (Effective 29 January 2024)

1. SGD Currency
   SGD currency is only available for users registered with a Singapore mobile number.

2. Automatic Conversion
   Any unused G2G Store Credit and Seller Credit in SGD will be automatically converted to the user's local currency based on their registered mobile number.

3. Continuing with SGD
   To continue using SGD, update your mobile phone country to Singapore. Note that SGD will be the only available currency for Singaporean users.

4. Refund & Credit Changes
   The option to refund to G2G Store Credit and withdraw Seller Credit to G2G Store Credit will no longer be available.