1. Scope and statutory rights

This Policy separates the product’s commercial Warranty Period, our after-sales remedies, and statutory rights. The commercial warranty is additional to mandatory rights. Nothing here excludes rights relating to digital content or services that are faulty, not as described or not supplied with required care and skill.

2. Eligible problems

• The order is not delivered within the promised delivery time.
• A code or licence is invalid, previously redeemed before delivery, or materially different from its description.
• Credentials are incorrect, essential access information is withheld, or access is reclaimed without your fault.
• A direct top-up reaches the wrong destination because of our error.
• A qualifying functional or access failure occurs during the displayed Warranty Period and cannot be resolved reasonably.

3. Repair, replacement and refund choice

We normally offer prompt repair, restoration, replacement, re-delivery or extension first. You may request a refund instead. We may refuse a chosen remedy only where it is impossible or disproportionate and another lawful remedy is available. If a repair or replacement fails, is unreasonably delayed, or causes significant inconvenience, an eligible refund or price reduction will be offered.

After partial use, a voluntary refund may be prorated by the unused promised service period. A full refund is provided where required by law.

4. Commercial-warranty exclusions

A voluntary commercial-warranty claim may be declined for buyer’s remorse after irreversible delivery; incompatibility or regional restrictions clearly disclosed before purchase; an incorrect email, phone, user ID, account, region, address, asset or network supplied by you; unauthorised changes to credentials or security settings; resale or disclosure to third parties; consumed credits or virtual items; provider action caused by your conduct; or a temporary provider-wide outage. These exclusions do not remove mandatory statutory rights.

5. How to request a refund

Use the refund action in Order Details when available, or email support@subplaza.com. Include the order ID, affected product, problem description, time discovered and relevant screenshots, error messages, transaction hash or other reasonable evidence. Do not send passwords, recovery codes or unrelated sensitive data.

We aim to acknowledge a request within 24 hours and give an initial decision within 7 days. Complex provider, fraud, payment or blockchain checks may take up to 14 days; we will explain material delays.

6. Refund method, currency and fees

If you do not select a method, an approved refund is credited to SubPlaza Credits with no payment-processing deduction. Credits are not cash and may be used only on SubPlaza, subject to applicable law.

If you choose refund to the original payment platform or another supported external method, a 5% processing fee may be deducted only for a voluntary refund and only where permitted by law. No fee is deducted where applicable law requires a full refund or where the refund results from our breach and the fee cannot lawfully be charged.

A cryptocurrency refund is sent in the same asset and original asset quantity received for the refundable portion, less the permitted 5% fee and any separately disclosed unavoidable blockchain network fee. The receiving address and network must pass verification. We are not responsible for value changes caused by market volatility after payment.

7. Coupons, Credits and timing

Coupons have no cash value and are not separately refunded. Purchased Credits used for an order are restored as Credits for the refundable amount. Promotional or bonus Credits may expire or be reversed according to their original terms. Approved Credits refunds are normally immediate; external payment refunds are initiated within 7 business days and may take a further 5–15 business days depending on the provider or network.

8. Review and abuse

You may ask support to review a decision and provide further evidence. Fraudulent, duplicate or manipulated claims and simultaneous recovery through both a refund and chargeback may lead to suspension. Public criticism or use of lawful consumer rights does not by itself make a claim ineligible.