Refund Policy
This policy explains when and how much money is refunded for a purchase on the BuyCS2Skins.com website, where it is returned to, and how disputed cases are handled. The policy is part of the Terms of Service (/terms). Capitalized words have the same meaning as in the Agreement.
1. In Brief
| What happened | How much is refunded | Where to |
|---|---|---|
| The Item turned out to be out of stock or its price rose at the moment the order was placed | No money is debited | The reservation is released and the amount is available on the Balance again |
| The Trade could not be created, was not accepted in time, was declined or expired | The full price of the Item | To the Balance |
| The User reversed an accepted Trade through Steam Trade Protection | The price of the Item less the Supplier's penalty | To the Balance |
| 8 days have passed since the Trade was accepted | No refund, the deal is final |
2. General Rules
2.1. Money for a purchase is refunded only to the Balance, in rubles.
2.2. Money is returned to the same parts of the Balance and in the same amounts from which the purchase was paid. What was paid from Top-ups is returned to Top-ups. What was paid from Revenue is returned to Revenue.
2.3. Each Item in an order is considered separately. A refund for one Item does not affect the other Items in the order.
2.4. The fee paid when topping up the Balance is not refunded: it was charged for the top-up, not for the order.
2.5. Top-ups are intended for purchases on the Site. They cannot be withdrawn.
3. Refund Before a Trade Is Accepted
3.1. The price of the Item is returned to the Balance in full if:
(a) the Supplier could not create the Trade, including because of an invalid Trade Link or because the User's Steam account cannot accept Trades;
(b) the User did not accept the Trade within the time shown on the order page;
(c) the User declined the Trade;
(d) the Supplier cancelled the transfer of the Item before the Trade was accepted.
3.2. If, at the moment the order is placed, the Item is out of stock or its price at the Supplier has risen, the purchase of that Item is not made. No money is debited for it, and the reservation on the Balance is released.
3.3. A refund under clauses 3.1 and 3.2 happens automatically, without contacting support, after the Service has received information about the cancellation from the Supplier.
3.4. If the User often fails to accept Trades or declines them, the Operator may temporarily restrict the placing of new orders. This does not affect the refund of money for Trades already cancelled.
4. Reversal of an Accepted Trade
4.1. After a Trade is accepted, Steam locks the Item from further trading for 7 days. During that period, Steam Trade Protection allows the owner of the Steam account to reverse recent trades.
4.2. If the User has reversed an accepted Trade through Steam Trade Protection, the User is refunded the price of the Item less the Supplier's penalty.
4.3. The penalty equals the amount withheld by the Supplier in the event of such a reversal. The amount of the penalty is shown at checkout for each Item and does not exceed 50% of the price of the Item.
4.4. Example. An Item costs 1,000 rubles, and a penalty of 25% is shown at checkout. After the accepted Trade is reversed, 750 rubles will be returned to the Balance.
4.5. The refund is credited after the Supplier has confirmed the reversal of the Trade.
4.6. A reversal performed from the User's Steam account is treated as a reversal by the User, regardless of who actually performed it.
4.7. When an accepted Trade is reversed, the Operator may restrict the Account while the case is reviewed: suspend the placing of orders, the sale of Items and the withdrawal of Revenue.
4.8. If an accepted Trade is reversed not by the User but by the Supplier, the User is refunded the full price of the Item with no deductions.
5. When Money Is Not Refunded
5.1. A deal is considered final 8 days after the Trade is accepted. After that, the money for the Item is not refunded.
5.2. Money is also not refunded if:
(a) the Item has been received and matches the order, but the User has changed their mind;
(b) the market price of the Item has changed after the purchase;
(c) Steam has locked the Item or the User's Steam account after the Item was received;
(d) the User has transferred the Item to a third party or has lost access to the User's Steam account.
5.3. If the Item received is not the one that was in the order, the User contacts support before 8 days have passed since the Trade was accepted and does not reverse the Trade through Steam Trade Protection. The Operator reviews the case together with the Supplier and communicates the decision within the time limits set out in section 8.
6. Selling Items and Withdrawing Revenue
6.1. If a Trade in a sale is not confirmed in time or is declined, the deal is cancelled. The Item stays with the User and no Revenue is credited.
6.2. If, during the Hold, the Trade is reversed or the Supplier has withdrawn from the deal, the pending Revenue is removed from the Balance.
6.3. After the Supplier has confirmed the deal and the Revenue has become available, the Item is not returned to the User.
6.4. If a payout on a withdrawal request is declined or fails, the amount debited for the request is returned to Revenue.
6.5. A USDT transfer sent to the address specified by the User cannot be cancelled or returned.
7. Top-up Errors
7.1. If money has been debited but the Balance has not been topped up, the User contacts support. The Operator reconciles the payment with the Payment Service and credits the confirmed amount to the Balance.
7.2. If a payment has been debited twice because of a technical error, the Operator, after a check, at the User's choice either returns the amount debited in error or credits it to the Balance.
8. Handling of Disputed Cases
8.1. Refunds under section 3 do not require an inquiry. The User should contact support if:
(a) the money has not been returned to the Balance although the Trade did not take place;
(b) the User disagrees with the amount of the refund or of the penalty;
(c) the wrong Item has been received;
(d) money has been debited but the Balance has not been topped up;
(e) the Account has been restricted and the User believes this to be a mistake.
8.2. An inquiry is sent to support: support@buycs2skins.com.
8.3. The inquiry must state:
(a) the Telegram or Steam identifier used to sign in;
(b) the number of the order, deal or operation;
(c) what happened and what decision the User expects;
(d) a link to the Trade in Steam or a screenshot, if the question concerns a Trade.
8.4. Support never asks for the Steam password, the Steam API key, sign-in codes or confirmation codes.
8.5. The Operator gives a first reply to an inquiry within 7 business days.
8.6. The Operator communicates the decision on an inquiry within 10 business days from the day it received all the information listed in clause 8.3.
8.7. If information from the Supplier, the Payment Service or Steam is needed for the decision, the time limit may be extended. The Operator informs the User of this and states the reason.
8.8. The decision on an inquiry may be a refund to the Balance, the lifting of a restriction, or a refusal with an explanation of the reason. The Operator makes a refund under such a decision within 30 business days of the decision.
8.9. While a case is being reviewed, the Operator may suspend operations with the disputed amount.
8.10. If the User disagrees with the decision, the User may send a claim under section 17 of the Agreement.
9. Details and Contacts
Future Core LLC, Kyrgyz Republic, Bishkek, Logvinenko st. 55, apt. 32. Registration No. 33044-7301-OOO, TIN 02206202610000.
Support: support@buycs2skins.com.