Refund Policy

This policy covers website purchases from Hasheem Gaming: token top-ups, PC game unlocks and Trusted Seller badges. It does not limit mandatory consumer rights. Purchases from another marketplace user require review under the applicable marketplace terms.

If a payment is pending

A closed payment prompt, timeout or interrupted connection does not prove that money was not taken. Check your purchase history and your provider’s record before paying again. If a payment was taken but the status is unclear, contact support with the original purchase reference.

Payment and delivery problems we will resolve

• Duplicate or incorrect charges: once verified, we will arrange correction or refund of the duplicate or excess amount.
• Payment without delivery: we will investigate missing tokens, an unlock or an unapplied badge, and arrange delivery or an appropriate refund.
• Paid access with no working download: if the access described at purchase cannot be restored within a reasonable time, we will arrange an appropriate refund for the affected purchase.
• Unauthorised transactions: report these promptly to us and your provider. We will investigate rather than treating an account record alone as proof of authorisation.

Changes of mind and used purchases

You may ask for a refund of a token top-up within 14 days where none of that top-up has been used. Spent tokens, already-used digital access and an activated badge are generally not eligible solely because you changed your mind. These limits do not apply where the service was faulty, misdescribed, not delivered or where the law requires a remedy.

Check PC compatibility before purchase. A compatibility issue alone may not qualify for a refund where the supplied information was accurate; missing or misleading information and failed delivery will still be reviewed. An active badge is not exempt from review for duplicate or incorrect charges.

How to request help

Email support@hasheemgaming.com with the purchase reference, product, amount, approximate date and a description of the problem. Contact us within 14 days where possible; this request period does not shorten any mandatory legal right or deadline.

For tracing a payment, start with its provider reference or a redacted receipt. We may ask for the payment phone number through the support channel if needed to locate the transaction. Never send a PIN, password, one-time code or full card details.

Review and repayment

We aim to acknowledge requests within three working days. Investigation and provider processing may take longer; we will explain the next step when more information is needed. Approved refunds normally return through the original payment method, subject to provider capability and applicable law.

A refund is not complete merely because it was requested. Keep the reference until your provider confirms receipt. Refunding a purchase may remove its corresponding unused tokens or digital entitlement, with any adjustment explained to you.

If you disagree with the outcome

Reply with the case reference and explain why you want the decision reviewed. You retain any applicable rights to contact your payment provider, a consumer authority or a competent court. See our Terms and Privacy Policy for related information.