A digital code works or it does not, so this policy is short and practical. It sets out when AZVORO LTD replaces a code, when it returns money, and how to ask.
A code that does not work
If a code is invalid, was already redeemed before it reached you, or cannot be activated for a reason that lies with the code rather than with your account, we replace it with a working one or refund its price in full. Write to [email protected] with your ticket number and a short description; a screenshot of the error message helps. We may check the code with our supplier before deciding.
Please report a faulty code within 30 days of delivery and before trying to work around the problem, for example by changing your account region.
A code that was never delivered
If an order cannot be fulfilled, the price of the missing items is returned to your balance automatically. If a ticket still shows no code 48 hours after you paid, write to us and we refund it to your balance or deliver the code, as you prefer.
A code you no longer want
When you place an order you ask for immediate delivery and acknowledge that the right to withdraw ends once the code is delivered. A delivered code that works cannot therefore be returned simply because you changed your mind. If you write to us before you have revealed the code, we will look at the request in good faith; codes that have been revealed or redeemed cannot be taken back.
Mistakes that are yours
We cannot refund a working code bought for the wrong platform or region, or a code the platform refused because of a restriction on your own account. Check the platform and region printed on each catalogue entry before you order.
Your unspent balance
Money you have loaded but not spent stays yours. You can ask for it to be refunded to the card or bank account it came from by writing to [email protected] from the address on your account. Only balance that came from a top-up can be refunded; credit we added ourselves, such as a promotional amount, cannot be paid out.
Where a refund goes
A refund for an order goes back to your balance, where you can spend it at once or ask for it to be paid back to you. A refund of balance goes to the card or bank account used for the top-up. Your bank may take a few working days to show it.
How quickly we answer
We reply to every refund or replacement request within three working days, and most are settled sooner.
Chargebacks
Please contact us before disputing a top-up with your bank; we can usually put things right faster. While a chargeback is open, the account may be paused and codes bought with the disputed money may be withheld.
Your statutory rights
Nothing in this policy limits the rights you have under consumer law where digital content is faulty or not as described.