1. The Escrow System
At Cansly, we use a secure escrow protection system. When you pay for a digital product, the funds are held by Cansly and only released to the vendor after you confirm receiving and verifying the product, or after our 8-hour auto-release period.
2. Eligibility for Refund
You are eligible for a full refund under the following scenarios:
- The digital code or account information is invalid or already used at the time of purchase.
- The product delivered does not match the description on the listing.
- The vendor fails to deliver the product within the specified delivery timeframe.
3. Ineligible Scenarios
We do not issue refunds for:
- "Buyer's remorse" — if you decide you no longer want the game or service after purchase.
- Region mismatch — if you purchase a region-locked code for a region you do not inhabit.
- Hardware incompatibility — if your device cannot run the software provided.
4. Raising a Dispute
To request a refund, you must click "Raise a Dispute" on your Order Detail page within 8 hours of delivery. Once a dispute is raised, our team will review the evidence and issue a decision within 24-48 hours. If the dispute is successful, 100% of the funds will be returned to your Wallet balance.