Refund & Dispute Policy

This policy forms part of, and should be read with, the Terms of Use, the SafeDrop Protection Terms, the Buyer Terms, the Seller Agency Agreement, and the Chargeback & Payment Policy. Where this policy conflicts with a Buyer’s non-excludable statutory rights, those statutory rights prevail.

1. Overview

1.1. DropMarket is a venue connecting independent Buyers and Sellers of gaming digital goods and services. Each sale is a contract between the Buyer and the Seller; DropMarket is not the seller of any item.

1.2. Every Order is covered by SafeDrop Buyer Protection: if your Order is not delivered, or is not as described, you are entitled to a refund under this Policy. Sellers are paid out only after delivery is confirmed, the Protection Window expires, or a dispute is resolved in their favour.

1.3. The default rule: all sales are final once delivery is confirmed by the Buyer, except where the item is not delivered, is materially not as described, or where the Buyer has non-excludable statutory rights (Consumer Rights Act 2015). This policy explains exactly when a refund applies, how to claim one, and how disputes are decided.

2. Protection Windows by category

Every Order carries a Protection Window — the period after delivery in which a Buyer must confirm delivery or open a dispute. Windows differ by category because the risk profile differs.

If a Buyer takes no action before the Window closes, the Order is treated as accepted and the Seller is paid out — subject always to the statutory rights in Section 8.

3. When a refund IS available (eligibility)

An Order may be refunded, in full or in part, where one or more of the following applies and is raised within the Protection Window:

• Non-delivery — the Seller failed to deliver, or failed to deliver in full, within the guaranteed delivery time stated on the listing.
• Not as described — the item materially differs from the listing (for example: wrong quantity; account lacking stated content, rank, or full email access; item not matching the described specification).
• Faulty or non-functional — the item does not work as described (for example: an invalid or already-redeemed key; a top-up not credited; an account whose login credentials do not work at delivery).
• Account access failure — for account Orders, the Buyer was not given full access as described (for example: no email access, or the email cannot be changed to the Buyer’s own), provided the Buyer has not altered the account (see Section 4).
• Account recovery / clawback — for account Orders within the account’s Protection Window, the account is recovered, banned, or clawed back due to the Seller’s or a prior owner’s actions (not the Buyer’s).
• Duplicate or erroneous charge — a technical or payment error resulted in a duplicate or incorrect charge.
• Statutory right — the Buyer is a consumer with a non-excludable right to a remedy under the Consumer Rights Act 2015 or other applicable law (see Section 8).

Where a claim is upheld, the remedy may be a full refund, a partial refund, a redelivery/replacement, or a repair, depending on the nature of the issue and the Buyer’s statutory rights.

4. When a refund is NOT available (exclusions)

To protect Sellers from abuse and to keep the marketplace fair, an Order is not eligible for refund where any of the following applies — except to the extent a Buyer has a non-excludable statutory right:

• Buyer’s remorse — the Buyer changed their mind, made a mistaken purchase, or no longer wants the item, where the item was delivered as described.
• Buyer negligence at checkout — the Buyer provided wrong information (e.g. incorrect game, server, account name, region, or top-up ID) or failed to verify listing details before purchase.
• Buyer-caused account changes — for “not as described” account claims, the Buyer changed the login details, played on the account, made purchases on it, or otherwise altered it after delivery.
• Buyer-caused ban — the account was banned or restricted due to the Buyer’s own actions after delivery (e.g. botting, use of cheats, toxic behaviour, or contacting the game developer).
• Window expired — the issue was not raised within the applicable Protection Window and no statutory right applies.
• Consumed / redeemed — the item’s value was consumed or the key was revealed/redeemed, and no fault existed at the point of delivery.
• Device/requirements — the Buyer’s device or account does not meet the minimum requirements stated in the listing.
• Off-platform dealing — the transaction, or part of it, was conducted or completed outside DropMarket, defeating SafeDrop protection.
• Prohibited-conduct forfeiture — the claim arises from the Buyer’s own breach of the Terms of Use or Prohibited Items & Conduct Policy.

5. How to request a refund or raise a dispute (the process)

We use a platform-first, stage-based process. Most issues resolve at Stage 1.

Stage 1 — Contact the Seller (fastest route). Raise the issue in the Order chat and give the Seller the chance to fix it (redeliver, correct, or agree a refund). Provide clear evidence at this stage (see Section 6). Many issues are resolved here without a formal dispute.

Stage 2 — Seller grace period. The Seller has 12 hours to respond and attempt a resolution before the matter can be escalated.

Stage 3 — Raise a Dispute. If the Seller is unresponsive, uncooperative, or the issue is unresolved, open a formal Dispute from the Order page (available while the Order is within its Protection Window and not yet Completed). The Seller is not paid out while the Dispute is open.

Stage 4 — Evidence & cooperation window. Both parties have 24 hours to submit evidence in the Order chat and cooperate toward a resolution. If a party fails to engage within the stated window, the Dispute may be decided against the non-responding party.

Stage 5 — Decision by DropMarket. Our Resolution Team reviews the evidence and makes a fair, final determination. Most Disputes are resolved within 3 days. Outcomes may include: payout to the Seller; full or partial refund to the Buyer; redelivery; or cancellation. The outcome is implemented through our payment systems.

6. Evidence requirements

To assess a claim fairly, we may require the Buyer and/or Seller to provide evidence, which may include: order and delivery timestamps; screenshots or video of the item, account state, or error; login/delivery logs; proof of the described specification; and any communication relevant to the Order. Claims raised without sufficient evidence, or where evidence is shared on external platforms instead of in the Order chat, may not be upheld. DropMarket investigates transaction issues (delivery, description, functionality); it does not adjudicate the general quality, legality, or safety of items beyond their listing description.

7. How refunds are paid

7.1. Store credit by default. Approved refunds are issued in full as DropMarket store credit (including the item price and buyer fees), credited instantly and usable on any purchase on the Platform. Store credit is a non-transferable credit note against future purchases: it is not e-money, accrues no interest, and cannot be exchanged for cash except as set out in 7.2.

7.2. Cash refund to source. If you prefer a refund to your original payment method, contact Customer Support: cash refunds are issued for the amount paid less the payment-processing fee actually incurred on the original transaction, and are processed within 5–10 business days depending on your payment method. Nothing in this clause limits refunds you are entitled to under the Consumer Rights Act 2015, which are always available in full to your original payment method. DropMarket does not hold buyer cash balances.

7.3. Partial refunds. Where only part of an Order is affected, a proportionate partial refund may be issued.

8. Your statutory rights (consumers)

8.1. Nothing in this policy removes or limits rights that cannot lawfully be excluded. Where the Buyer is a consumer and the Seller is acting as a trader, the Consumer Rights Act 2015 applies: digital content must be of satisfactory quality, fit for purpose, and as described, and the consumer may be entitled to repair, replacement, price reduction, or refund if it is not.

8.2. Distance cancellation (CCR 2013). For digital content, the 14-day distance-cancellation right is lost once supply begins with the consumer’s express consent and acknowledgement that the right is lost (CCR Reg. 37). This consent is captured at checkout before delivery begins.

8.3. The Seller is responsible for identifying accurately whether they act as a trader or a private seller; this status is shown on the listing.

9. Crypto refund mechanics

9.1. Crypto payments are irreversible once broadcast. Where an Order was paid in crypto/stablecoin, approved cash refunds are made via our crypto payment processor in crypto/stablecoin (or as store credit) at the value received, and may be subject to exchange-rate variation between purchase and refund.

9.2. Underpayments, overpayments, wrong-network transfers, and late payments are handled per the processor’s rules; recovery may be impossible, and reasonable recovery costs may be deducted where recovery is attempted.

10. Chargebacks and payment disputes

10.1. Contact us first. If you have an issue with an Order, use the Dispute process above rather than filing a chargeback with your bank or card issuer. The Dispute process is faster, and SafeDrop already protects your purchase.

10.2. Chargebacks on completed Orders. Filing a chargeback on an Order that was delivered and confirmed (Completed), instead of using the Dispute process, is treated as a breach of the Terms and may lead to suspension and recovery of amounts owed. This does not limit your right to dispute a genuinely unauthorised transaction (e.g. card used without your permission) with your bank — that right exists independently.

10.3. Friendly fraud. False “item not received” claims, false “not as described” claims, and chargeback abuse are investigated and may lead to account termination and loss recovery.

10.4. Detailed chargeback handling (evidence, representment, seller liability) is set out in the Chargeback & Payment Policy.

11. Seller reimbursement and recovery

11.1. Where a refund, reversal, chargeback, or scheme fine results from a Seller’s failure to deliver, misdescription, breach, or fraud, the Seller reimburses the amounts involved (including reasonable payment-processor/chargeback fees actually incurred). The Seller authorises DropMarket to debit or withhold such amounts from the Seller Balance or future release entitlements; shortfalls are payable within 14 days of notice. Recoverable amounts are limited to what DropMarket or its payment processors actually incur, plus reasonable administrative cost — DropMarket does not levy punitive fines.

11.2. Legitimate Sellers are not penalised for payment fraud outside their control; DropMarket handles PSP/chargeback communication on the Seller’s behalf where appropriate.

12. Cancellations before delivery

12.1. A Buyer may request cancellation before the Seller has begun preparing/delivering the Order. Once the Seller has begun delivery, cancellation is subject to the Seller’s acceptance or the outcome of a Dispute.

12.2. Automatic cancellation for non-delivery. Each Listing states the Seller’s delivery time. If the Seller does not deliver within the stated delivery time — and in any event within a maximum of 24 hours of Order acceptance — the Order is cancelled automatically. The Buyer is notified on screen and refunded instantly in full as store credit (see Section 7). A refund to the original payment method is available instead on request to Customer Support, per Section 7.

13. Fraud, abuse, and final decisions

13.1. DropMarket may refuse a refund, reverse a refund, suspend an Account, or take other action where it reasonably determines a claim is fraudulent, abusive, or made in bad faith.

13.2. Determinations by the Resolution Team are final for the purposes of the platform’s internal process; this does not affect a Buyer’s or Seller’s statutory rights or access to the Complaints process, their payment provider, or the courts.

14. Contact

Questions about a refund or dispute: support@dropmarket.gg (or the Order chat for an active Order). DropMarket Ltd · Company No. 17309867 · Registered in England & Wales · 82a James Carter Road, Mildenhall, Bury St. Edmunds, IP28 7DE.