Refund & Cancellation Policy

Last updated: July 31, 2026

1. Scope

This policy describes the conditions for cancellation and refunds for orders placed through Reload.bg. All products on the platform are digital content (game keys, gift cards, digital codes) delivered electronically.

2. Cancellation Before Delivery or Reveal

• You may request cancellation of a paid order while the code has not been delivered by email and has not been revealed in your account.
• When ordering, you expressly request delivery of the digital content to begin within the advertised timeframe and acknowledge that you lose your right of withdrawal once the code is delivered or revealed.
• Once a valid code matching its description has been delivered or revealed, change-of-mind cancellation is not available.

3. Invalid, Defective, or Misdescribed Code

• If you receive an “Invalid code” message or another verified defect, we will bring the product into conformity through a free replacement within a reasonable time.
• If replacement is impossible, is not completed within a reasonable time, or the issue is sufficiently serious, the applicable price reduction or full refund will be provided.
• Notify support as soon as possible — preferably within the same working day — and include your order number. This helps us investigate but does not limit your statutory rights.

4. “Already redeemed” Code

• These cases are investigated separately because the message indicates that the code was used before the attempted activation.
• We may request reasonably necessary information from the platform’s official transaction history or confirmation from the platform. Never send us your password, login code, or full account credentials.
• After verification, we will apply the appropriate remedy based on the result and your applicable statutory rights.

5. Paid Order Not Yet Delivered

• Contact support for assistance.
• Our team will verify the payment and delivery status.
• If the product is not supplied without undue delay or within an additionally agreed period, you may terminate the contract and receive the refund due.

6. Refund Processing

• When a refund is due, we begin processing it without undue delay and no later than 14 days after being informed of the valid request.
• Viva Wallet: Funds are returned via the original payment method (card or other), unless expressly agreed otherwise. After we initiate the refund, the time until the funds appear depends on the bank or payment provider.
• EasyPay / bank transfer: Manually processed by our team. Contact support for specific instructions.
• Wallet balance: If payment was made entirely with internal Wallet balance, funds are returned to the Wallet.

7. Wrong Selection or Improper Use

• Once a valid code has been revealed or delivered, we do not issue a refund for a mistakenly selected product, platform, region, or denomination where those characteristics were clearly displayed before purchase.
• We are not responsible for issues caused by entering a code on the wrong platform, using an incompatible account, or breaching the relevant platform’s rules.
• These limitations do not apply where the product does not match its description or mandatory legal requirements.

8. Contact

For any inquiry related to this policy, please use the support page.