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Refund Policy

Effective: 2026-06-05 21:17 UTC

This Refund Policy explains when PlaySharp (“PlaySharp”, “we”, “us”) will consider a refund request for a digital license purchased through our website. It forms part of, and must be read together with, our Terms of Service and Privacy Policy.

1. Nature of the service

PlaySharp sells digital licenses that unlock access to downloadable game enhancement software. Licenses are delivered instantly through your dashboard after payment is confirmed. Because the license file and the underlying software are non-tangible digital goods that begin to be performed and delivered as soon as the order is paid, sales are final once any of the following has occurred:

  • the license key has been issued to your account,
  • the license has been activated against any hardware identifier (“HWID”),
  • the associated service binary has been downloaded from your dashboard, or
  • the subscription or license period has started and access was made available.

By completing the checkout you expressly request immediate performance of the contract and acknowledge that you lose any statutory right of withdrawal once delivery has started, to the maximum extent permitted by applicable consumer law.

2. Eligible refund cases

We will issue a full refund in the following situations:

  • Undelivered order. Payment was captured but no license key was issued to your dashboard within 24 hours, and the failure is confirmed on our side (payment provider reconciled, license issuance service unavailable, etc.).
  • Pre-activation removal. The service is detected by the target game’s anti-cheat and permanently removed from sale before you have activated the license against any HWID. We will refund the unused license in full.
  • Unauthorized charge. The transaction was made without the cardholder’s consent and this is confirmed through our fraud review or a chargeback from the issuing bank. The associated license will be revoked.
  • Duplicate payment. The same order was paid twice due to a checkout or webhook error. The duplicate amount is refunded, the original order remains valid.

3. Cases that are not eligible

We do not refund in the following situations:

  • the license has already been activated against a HWID, even if used only briefly;
  • the game has been updated, patched, or temporarily broken while we work on a build update;
  • the customer’s account on the target game has been actioned, banned, suspended, or warned;
  • the customer changed their mind, no longer wants the service, or bought the wrong tier;
  • the hardware was changed without using the HWID reset flow available on the dashboard;
  • the issue is caused by third-party software, malware, modified system files, or unsupported operating systems;
  • the customer violated the Terms of Service, including license sharing, resale, unauthorized analysis, scraping or automated access;
  • the purchase was made by, for, or on behalf of a restricted person under the Terms of Service;
  • the customer used another person, reseller, payment method, proxy account or intermediary to bypass purchase restrictions.

4. Refund window

Eligible refund requests must be submitted within 7 days of the original payment. After this window, we may still review the case as a goodwill gesture, but we are under no obligation to refund.

5. How to request a refund

Open a ticket from your dashboard or email [email protected] from the email address on the order, including:

  • your order ID or license key,
  • the original payment method and approximate transaction date,
  • a clear description of the issue.

We typically respond within two business days. Approved refunds are processed within five business days of approval. The time it takes for the funds to appear on your statement depends on your bank or wallet provider and is outside of our control.

6. Refund method

Refunds are issued through the original payment method used at checkout:

  • Card payments (Stripe). Refunded back to the same card. Most banks credit the refund within 5–10 business days.
  • Pix / Mercado Pago. Refunded to the originating Pix key or wallet balance, normally within 1–3 business days, subject to the provider’s rules.
  • Cryptocurrency (NowPayments). Refunded to the originating wallet address in the same cryptocurrency, at the amount of crypto originally received. We do not refund based on the USD or fiat value at the time of the refund. Network fees are deducted from the refund.

7. Partial refunds

When a multi-seat or multi-service order contains both used and unused licenses, only the unused, unactivated licenses are eligible. The remaining licenses stay active under the existing Terms of Service.

8. Chargebacks and disputes

We encourage customers to contact us first. Opening a chargeback before contacting support may result in the immediate suspension of the related licenses and account until the dispute is resolved with the payment provider. We may submit delivery records, activation logs, download records, account records, support history, IP/device metadata and Terms acceptance records to payment processors, banks, card networks, fraud-prevention providers, courts or regulators as needed to defend against disputes, fraud or abuse.

Fraudulent, abusive or bad-faith chargebacks may result in permanent account termination, license revocation without refund, collection of owed amounts where lawful, reporting to relevant authorities and anti-fraud networks used by our payment processors, and recovery of costs, fees or damages where permitted by law.

9. Changes to this policy

We may update this Refund Policy from time to time. The version in force at the moment of your purchase is the version that applies to that order. Material changes will be announced on the website.

10. Contact

Refund questions: [email protected]. General terms questions: Terms of Service.