NEWMU LIMITED
(game-flex.com / Game Flex™ — “we”, “us”, “our”)
1. Purpose & Scope
This Policy explains when and how a Customer may obtain a refund for intangible, instantly-delivered digital goods (Valorant® weapon skins) purchased on game-flex.com. It applies to every checkout route (card, e-wallet, Wallet top-up) and supplements our Terms & Conditions.
2. Legal Framework
- UK & EU digital-content rules – Consumer Rights Act 2015 (UK) & Directive 2011/83/EU (EU) on contracts for digital content.
- Distance-selling exemption – Where you expressly consent to immediate delivery, the usual 14-day withdrawal right is lost once delivery starts (Art. 16 (m) Directive).
- Card-scheme regulations & PSD2 – Chargeback handling follows Visa / Mastercard rules and Strong Customer Authentication standards.
3. Key Definitions
| Term | Meaning |
| Digital Content | Non-physical items supplied electronically to a Riot Games account (e.g., SYS Stinger skin). |
| Delivery | Automated in-game transfer by our bot, normally within seconds of payment confirmation. |
| Wallet | Prepaid balance held with us in USD, EUR, AUD, GBP or CAD. |
4. Loss of Withdrawal Right – Digital-Content Consent
At checkout you must tick “I agree to immediate delivery and understand this waives my statutory right to cancel.” The Platform will not complete the purchase unless this box is ticked.
5. Refund Eligibility Matrix
| Scenario | Eligibility | Evidence Required | Refund Form |
| No delivery within 30 min | ✔ | Order ID + Riot ID | Original payment method or Wallet |
| Technical defect (skin fails to appear / corrupted asset) | ✔ | Video or screenshot + Riot support ticket # | Same currency paid |
| Wrong skin delivered | ✔ | Screenshot of inventory + order confirmation | Same currency paid |
| Purchase duplicated due to system error | ✔ | Duplicate transaction IDs | Consolidated refund |
| Change of mind after successful delivery | ✖ | — | N/A |
| Skin already traded / gifted onwards | ✖ | — | N/A |
| Account compromise caused by weak password / no 2FA | ✖ | — | N/A |
6. Non-Refundable Items & Payments
- Wallet Top-Ups & Gift Cards – Treated as digital value credit; non-refundable except where required by law.
- Promotional / Bonus Skins – Zero-price items carry no cash value.
- Fees & FX Spread – The 2.5 % currency-conversion spread and network fees are non-refundable once incurred.
7. How to Request a Refund
- Submit a ticket to info@game-flex.com or via the Contact-Us webform within 24 hours of the issue. Include:
- Order ID, Riot ID, descriptive summary.
- Supporting media (PNG / MP4 under 20 MB).
- Acknowledgement sent within 2 business hours (Mon–Fri 09:00-18:00 GMT).
- Investigation window: up to 2 business days. We may ask for additional ID or call-log evidence.
- Decision & execution: approved refunds are processed within 14 days; you receive an email confirmation with ARN (Acquirer Reference Number).
8. Refund Method & Currency
- Default route: same instrument and currency used to pay.
- Wallet-funded orders → credit returned to Wallet.
- Crypto (when enabled) → refunded in the same token type at the fiat value when the refund is approved.
- Cross-border FX movements may result in minor gains or losses; we do not hedge or adjust for subsequent exchange-rate changes.
9. Chargebacks & Abuse
Unauthorised chargebacks trigger:
- Immediate account suspension.
- £25 processing fee per dispute to cover acquirer costs.
- Reporting to Riot Games Fraud Team and payment-network monitors.
If you believe a chargeback was filed in error, contact us within 7 days to avoid permanent ban.
10. Partial Failures & Pro-Rata Credits
Where an order contained multiple skins and only some fail, we will:
- Deliver remaining items; and
- Refund pro-rata for undelivered items only.
11. Escalation & ADR
If you are not satisfied with our decision you may:
- Escalate to a senior compliance officer by replying “ESCALATE” in the ticket thread.
- Submit the dispute to the UK Online Dispute Resolution (ODR) platform (europa.eu/odr).
12. Updates to This Policy
We may amend this Policy for legal, technical or business reasons. Changes take effect 14 days after posting under “Last updated” unless a shorter period is required by law. Continued use of the Platform after that date constitutes acceptance.
13. Contact
NEWMU LIMITED (trading as Game Flex) – 5 Topham St, London EC1R 5HH, United Kingdom. Email: info@game-flex.com.
Last updated: 16 July 2025