Refund Policy

When refunds are not available

An order is considered fulfilled the moment the activation key is delivered on the checkout page or in a message from the payment provider. From that point the product is considered transferred to the buyer and the funds are not refundable — this is standard practice for digital licenses, since a delivered key cannot be revoked from the user.

Refunds are also not available in the following cases: you changed your mind; you bought the wrong product or for the wrong platform; your PC does not meet the system requirements published on the product page; the key fails to launch due to a conflict with antivirus, Windows Defender, or third-party anti-cheat software (see the FAQ for instructions on disabling them); your in-game account received sanctions from the game publisher.

When refunds are possible

Refunds are only available in exceptional cases: the key was not delivered within a reasonable time after successful payment and technical support could not re-issue it; a duplicate charge was made due to a technical error of the payment system; another confirmed technical error occurred on the payment provider's side that resulted in funds being charged but no order being created.

Each refund decision is made jointly with the payment provider that processed the original payment.

Technical issues after purchase

If the purchased software does not launch or you have a setup question, this is not grounds for a refund — but it is not a reason to deal with the problem alone either. Reach out to support: the AI assistant covers most common questions around the clock; a live operator handles complex cases via Telegram.

How to reach us

Send all refund-related inquiries to our Telegram support: @FenrirGGSupport (operator hours 09:00–20:00 Moscow time). When reaching out, please include: payment date and amount, payment provider order ID, and a short description of the situation. The more detail you provide, the faster we can help.