Refund, Cancellation & Failed Delivery Policy

Last updated: 31 July 2026

1. Purpose of This Policy

This Refund, Cancellation & Failed Delivery Policy explains:

• when an Order may be cancelled;
• when a refund may be issued to the ConSkins Balance;
• when a monetary refund may be returned to the original payment method;
• what happens if a Digital Item cannot be delivered;
• how incorrect or materially misdescribed Digital Items are handled;
• how duplicate, failed or unauthorised payments are handled;
• how Steam Trade Protection and trade reversals affect refunds;
• how refund requests are submitted and reviewed; and
• how mandatory consumer rights are protected.

This Policy forms part of the ConSkins Terms and Conditions.

2. Service Provider

The ConSkins service is operated by:

In this Policy, “ConSkins”, “we”, “us” and “our” mean CONDEO LTD.

3. Definitions

For the purposes of this Policy:

• “Account” means a registered ConSkins user account;
• “Balance” or “ConSkins Balance” means the internal account credit available for eligible purchases through ConSkins;
• “Cash-Funded Balance” means Balance added through a successfully completed payment by the User;
• “Promotional Balance” means any bonus, complimentary, promotional or goodwill credit not funded by a payment from the User;
• “Digital Item” means a virtual in-game item available through ConSkins and capable of being transferred through Steam;
• “Order” means a confirmed request to purchase a Digital Item using the ConSkins Balance;
• “Payment Method” means a payment card or another payment method made available through the ConSkins payment interface;
• “Payment Provider” means an independent third party used to process payments, authentication, refunds and related payment services;
• “Steam” means the service operated by Valve Corporation;
• “Steam Account” means the Steam account linked to the User’s ConSkins Account;
• “Steam Trade Offer” or “Trade Offer” means an offer through Steam to transfer a Digital Item;
• “Top-Up” means a payment made to add Cash-Funded Balance to an Account;
• “User”, “you” and “your” mean the individual using ConSkins.

4. General Refund Principles

ConSkins distinguishes between:

• a refund of an unsuccessful or cancelled Digital Item Order to the ConSkins Balance;
• a reversal or refund of the original Top-Up to the original Payment Method;
• a monetary refund required by applicable law; and
• the return of eligible unused Cash-Funded Balance when an Account is permanently closed.

Where an Order cannot be completed, the amount deducted for that Order will ordinarily be restored to the ConSkins Balance.

Restoring an Order amount to the Balance does not automatically reverse the original Top-Up transaction.

A monetary refund will be made where:

• the original Top-Up was duplicated or incorrectly processed;
• an unauthorised payment is confirmed;
• an eligible unused Cash-Funded Balance is returned following permanent Account closure;
• ConSkins expressly agrees to a monetary refund;
• the Payment Provider requires a reversal; or
• applicable law requires the refund to be returned in money.

Nothing in this Policy limits a right or remedy that cannot lawfully be excluded.

5. Immediate Supply of Digital Items

Digital Items are supplied electronically through Steam Trade Offers.

At checkout, the User may be asked to:

• expressly request that delivery begins immediately; and
• acknowledge that the ordinary statutory right to cancel may be lost once supply of the Digital Item begins or is completed.

Where legally required, these confirmations will be obtained separately from general acceptance of the Terms and Conditions.

If the required consent or acknowledgement has not been validly obtained, the User will retain any cancellation rights provided by applicable law.

Consent to immediate supply does not remove rights relating to:

• non-delivery;
• incorrect delivery;
• materially misdescribed Digital Items;
• unauthorised payments;
• defective performance;
• lack of legal authority to supply the Digital Item; or
• another matter protected by mandatory law.

6. Cancellation Before an Order Is Accepted

A User may attempt to cancel an Order before it has been accepted and processing has begun.

A cancellation request should be submitted immediately through any available Account function or by emailing:

info@conskins.com

An Order is not guaranteed to be cancellable merely because a request was submitted.

A cancellation may no longer be possible if:

• the Order has already been accepted;
• the purchase amount has been deducted or reserved;
• fulfilment processing has begun;
• a Steam Trade Offer has been created;
• the Digital Item has been reserved or transferred;
• delivery has been completed; or
• cancellation would no longer be technically possible.

If an Order is successfully cancelled before delivery, the full amount deducted for that Order will be restored to the ConSkins Balance.

7. Cancellation After Processing Has Begun

Once processing has begun, ConSkins may be unable to cancel the Order.

Where cancellation remains technically possible, ConSkins may:

• stop the pending delivery;
• withdraw an unaccepted Trade Offer;
• cancel the Order; and
• restore the full deducted amount to the ConSkins Balance.

Where a valid Trade Offer has already been accepted and the correct Digital Item has been transferred, the Order will generally be treated as completed.

A completed Order is not ordinarily cancellable merely because the User changed their mind.

8. Change-of-Mind Requests

Once the correct Digital Item has been successfully delivered, ConSkins does not ordinarily provide a refund or cancellation merely because:

• the User changed their mind;
• the User no longer wants the Digital Item;
• the User selected the wrong item;
• the User did not sufficiently review the item information;
• the User found a lower price elsewhere;
• the market value increased or decreased;
• the User dislikes the appearance after delivery;
• the User’s personal circumstances changed;
• the User can no longer use the relevant Steam Account;
• the User transferred, modified, consumed or otherwise used the Digital Item; or
• the User’s Steam Account was subsequently restricted.

This limitation applies only to the extent permitted by law and does not affect remedies for non-delivery, incorrect delivery or lack of conformity with the confirmed Order.

9. Failed Delivery

Delivery is considered unsuccessful where:

• no Digital Item was transferred to the linked Steam Account;
• a Trade Offer could not be created;
• the Digital Item became permanently unavailable;
• the Order was cancelled before completed delivery;
• Steam permanently prevented the transfer;
• the Trade Offer repeatedly failed for reasons not caused by the User;
• a technical failure prevented fulfilment;
• the relevant inventory became unavailable;
• the Digital Item could not lawfully or technically be supplied; or
• ConSkins otherwise determines that the Order cannot reasonably be completed.

Where delivery fails, ConSkins will ordinarily:

• cancel the Order;
• release any reserved Balance; or
• restore the full amount deducted for the Order to the ConSkins Balance.

No ConSkins cancellation fee will be deducted from a refund for an Order that could not be supplied.

10. Delivery Timeframe

Delivery is normally initiated shortly after Order acceptance and may often be completed within several minutes.

However, processing and delivery may take up to 24 hours after:

• the Order has been accepted;
• sufficient Balance has been deducted or reserved;
• the Steam details have been validated; and
• any required payment, identity or security checks have been completed.

A delay within this timeframe does not by itself create an immediate refund right.

If delivery cannot be completed within 24 hours, ConSkins may:

• continue processing with the User’s agreement;
• ask the User to correct a Steam-related issue;
• attempt delivery again;
• cancel the Order; or
• restore the full purchase amount to the Balance.

ConSkins will not keep an Order pending indefinitely without delivery, cancellation or another appropriate resolution.

11. Digital Item Becomes Unavailable

Digital Item availability may change before delivery.

An item may become unavailable because:

• it was transferred through another transaction;
• the source inventory changed;
• Steam imposed a restriction;
• a third-party integration returned delayed information;
• the item was removed or modified;
• a technical error occurred; or
• fulfilment became impossible.

If the selected Digital Item becomes unavailable after Order acceptance, ConSkins may:

• cancel the Order and restore the full purchase amount to the Balance; or
• offer an alternative Digital Item.

An alternative will not be supplied without the User’s agreement where it materially differs from the confirmed Order.

The User is not required to accept a substitute.

12. Incorrect Digital Item Before Acceptance

The User must review every Steam Trade Offer before accepting it.

If the Trade Offer contains a Digital Item that materially differs from the confirmed Order, the User should:

• not accept the Trade Offer;
• take screenshots of the Trade Offer;
• retain the Order details;
• contact info@conskins.com promptly; and
• follow reasonable support instructions.

ConSkins may:

• withdraw the incorrect Trade Offer;
• send a corrected Trade Offer;
• replace the Digital Item with the correct item;
• cancel the Order; or
• restore the full purchase amount to the Balance.

13. Incorrect Digital Item Accepted by the User

If the User accepts an incorrect Digital Item before noticing the discrepancy, the User must contact ConSkins as soon as reasonably possible.

The User should not:

• transfer the item to another Steam Account;
• sell or exchange the item;
• modify it;
• apply or remove stickers;
• rename it;
• use it in a trade-up contract;
• initiate an unrelated Steam transfer; or
• otherwise make recovery more difficult.

ConSkins may request that the item be returned through a verified Steam Trade Offer before:

• delivering the correct item;
• restoring the purchase amount to the Balance; or
• providing another appropriate remedy.

Accepting an incorrect item does not automatically remove mandatory consumer rights.

However, a remedy may be affected where the User knowingly transferred, altered or disposed of the item after becoming aware of the discrepancy.

14. Materially Misdescribed Digital Item

A Digital Item may be materially misdescribed where it differs from a characteristic expressly included in the confirmed Order, such as:

• item type;
• exterior or wear category;
• StatTrak status;
• a specific float value or range;
• a specific pattern or paint seed;
• an expressly identified sticker configuration;
• a name tag expressly included in the Order; or
• another unique characteristic forming part of the confirmed description.

Minor differences caused by:

• screen settings;
• display resolution;
• image compression;
• game lighting;
• Steam rendering;
• illustrative catalogue images;
• minor rounding of values; or
• later game updates

will not ordinarily make a Digital Item materially misdescribed where the underlying item corresponds to the confirmed Order.

Where an item is materially misdescribed, ConSkins may provide:

• correction or replacement;
• cancellation of the Order;
• restoration of the purchase amount to the Balance;
• an appropriate price adjustment; or
• another remedy required by law.

15. User-Caused Delivery Failure

Delivery may fail because the User:

• supplied an incorrect Steam Trade URL;
• linked the wrong Steam Account;
• failed to enable required Steam security features;
• had a trade ban, hold, lock or cooldown;
• failed to accept a valid Trade Offer;
• declined the correct Trade Offer;
• changed the Trade URL during processing;
• made the Steam Inventory inaccessible;
• lost access to the linked Steam Account;
• failed to complete required verification; or
• otherwise prevented delivery.

Where reasonably possible, ConSkins will allow the User to correct the issue.

ConSkins may:

• attempt delivery again;
• request updated Steam details;
• keep the Order pending for a reasonable period;
• withdraw and replace the Trade Offer;
• cancel the Order; or
• restore the purchase amount to the Balance.

A User will not lose valid Cash-Funded Balance solely because of an ordinary correctable delivery issue.

However, ConSkins may not be able to recover or refund a Digital Item successfully transferred to an incorrect Steam Account where the User supplied and confirmed the wrong Trade URL.

16. Failure to Accept a Trade Offer

A Steam Trade Offer may expire if it is not accepted within the applicable period.

Where the User fails to accept a valid Trade Offer, ConSkins may:

• send another Trade Offer;
• ask the User to confirm their Steam details;
• place the Order on hold;
• cancel the Order; or
• restore the purchase amount to the Balance.

Repeated failure to accept valid Trade Offers may result in:

• additional verification;
• temporary purchasing restrictions;
• delayed processing;
• withdrawal of pending offers; or
• Account suspension where abuse is reasonably suspected.

17. Steam Holds and Restrictions

Steam may impose:

• trade holds;
• trade cooldowns;
• Steam Guard requirements;
• device or password-related restrictions;
• account limitations;
• confirmation requirements;
• temporary or permanent trade bans;
• protected-item restrictions; or
• other transfer limitations.

These restrictions are controlled by Steam and may change without notice.

ConSkins cannot remove, shorten or override a Steam restriction.

If a Steam restriction prevents delivery, ConSkins may:

• wait for a reasonable period;
• ask the User to resolve the issue;
• attempt delivery after the restriction ends;
• cancel the Order; or
• restore the amount to the Balance.

A Steam restriction affecting the User’s Account does not automatically entitle the User to a monetary refund of the original Top-Up.

18. Steam Trade Protection

Steam may designate certain Digital Items or completed transfers as protected for a period determined by Steam.

During that period, Steam may permit eligible trades to be reversed through Steam’s own systems.

Steam Trade Protection is separate from the ConSkins refund process.

ConSkins does not control:

• which Digital Items receive protection;
• the length of the protection period;
• whether a reversal is permitted;
• whether Steam approves a reversal;
• the consequences imposed by Steam; or
• later changes to the protection mechanism.

The fact that an item remains trade-protected or temporarily restricted after delivery does not by itself mean that delivery failed.

19. Steam Trade Reversals

If the correct Digital Item was delivered and the User later initiates or participates in a Steam reversal:

• the original Order does not automatically qualify for a refund;
• ConSkins may investigate the transaction;
• the Account and remaining Balance may be temporarily restricted;
• pending Orders may be cancelled;
• related Balance adjustments may be reversed;
• the User may be asked to provide evidence of account compromise; and
• ConSkins may take reasonable steps to prevent the User from retaining both the item value and the refunded amount.

The User must not use Steam Trade Protection to:

• recover the Digital Item while also seeking a refund;
• obtain both the Digital Item and the purchase value;
• reverse a valid delivery because the market value changed;
• avoid an authorised purchase;
• support a fraudulent Chargeback; or
• obtain another unfair financial benefit.

Where the reversal resulted from genuine unauthorised access, phishing or Steam Account compromise, the User should:

• secure the Steam Account;
• contact Steam Support;
• notify ConSkins promptly;
• provide available supporting evidence; and
• cooperate with the investigation.

Each case will be assessed individually.

20. Duplicate Delivery

If a technical error causes the User to receive more Digital Items than were purchased, the User must notify ConSkins promptly.

The User must not knowingly:

• sell the additional item;
• transfer it;
• use or modify it;
• conceal it;
• initiate a reversal involving it; or
• otherwise prevent reasonable recovery.

ConSkins may request return of the additional Digital Item through a verified Steam Trade Offer.

ConSkins will not ask the User to return an item through an unofficial website, unknown social media account or unverified support contact.

21. Duplicate Top-Up

If the same Top-Up appears to have been charged more than once, the User should contact:

info@conskins.com

The request should include:

• the registered Account email;
• the payment date;
• the amount;
• the transaction references;
• the last digits of the payment card, where applicable; and
• relevant bank or Payment Provider evidence.

ConSkins will investigate whether:

• multiple payment requests were submitted;
• multiple completed payments were received;
• one transaction is only a temporary authorisation;
• the Balance was credited more than once; or
• a genuine duplicate payment occurred.

Where a duplicate payment is confirmed, the duplicate amount will ordinarily be returned to the original Payment Method.

The amount may remain as ConSkins Balance only where the User expressly agrees.

22. Missing Balance After a Top-Up

If a payment appears completed but the corresponding Balance has not been credited, the User should contact support.

ConSkins may request:

• the payment reference;
• the date and amount;
• the payment status;
• limited Payment Method information; and
• confirmation from the Payment Provider.

Where ConSkins confirms that:

• the payment was received but Balance was not credited, the Balance will be corrected or the payment refunded;
• the payment failed, no Balance will be credited;
• the payment remains pending, the User may be asked to wait for the final status; or
• the payment was reversed, related provisional Balance may be removed.

A pending bank authorisation does not necessarily mean that ConSkins received the funds.

23. Unauthorised Payments

A User who believes that a Payment Method was used without permission should:

• contact the bank, card issuer or Payment Provider promptly;
• secure the relevant payment account;
• change the ConSkins Account password;
• secure the registered email account;
• notify ConSkins at info@conskins.com; and
• provide reasonable information required for the investigation.

ConSkins may temporarily restrict the Account and Balance while the matter is reviewed.

A report of unauthorised payment does not automatically establish that the transaction was unauthorised.

ConSkins may review:

• authentication results;
• payment records;
• Account access records;
• device and security information;
• Order history;
• Steam delivery records;
• communications; and
• other relevant evidence.

Where an unauthorised payment is confirmed, ConSkins will cooperate with the Payment Provider and provide the remedy required by applicable law.

24. Promotional Balance

Promotional Balance is not ordinarily refundable in money.

Where an Order funded partly or entirely with Promotional Balance fails, ConSkins may restore the relevant Promotional Balance subject to:

• the applicable promotion terms;
• the original expiry date;
• eligibility requirements;
• fraud-prevention restrictions; and
• applicable law.

Promotional Balance may be cancelled where it was obtained through:

• fraud;
• multiple-Account abuse;
• technical error;
• breach of promotion conditions; or
• another misuse of the Service.

Promotional Balance will not be included in a monetary Account closure refund unless expressly stated or required by law.

25. Refunds to the ConSkins Balance

A refund will ordinarily be credited to the ConSkins Balance where:

• an Order is cancelled before delivery;
• the Digital Item becomes unavailable;
• delivery fails;
• an incorrect Trade Offer is withdrawn;
• a technical error prevents fulfilment;
• the Order cannot be completed within a reasonable period;
• ConSkins agrees to cancel the Order; or
• another Order-specific remedy is appropriate.

The Balance refund will ordinarily equal the full amount deducted for the affected Order.

Because displayed prices include ConSkins fees and applicable VAT or taxes, the full amount deducted for an unfulfilled Order will be restored.

A Balance refund may be used for another eligible purchase through ConSkins.

26. Monetary Refunds

A monetary refund may be returned to the original Payment Method where:

• a Top-Up was duplicated;
• a Top-Up was incorrectly processed;
• the Balance was not credited and the payment should be reversed;
• an unauthorised payment is confirmed;
• the Payment Provider requires a reversal;
• eligible unused Cash-Funded Balance is returned following Account closure;
• ConSkins expressly approves a monetary refund; or
• applicable law requires a refund in money.

Where applicable law requires a monetary refund, ConSkins will not substitute it with internal Balance or Promotional Balance without the User’s valid agreement.

A monetary refund will ordinarily be made through the same Payment Method used for the original transaction unless:

• the User expressly agrees to another lawful method;
• the original Payment Method is no longer available;
• the Payment Provider requires another process; or
• applicable law permits another method.

27. Refund Amount

A refund for an unfulfilled Order will ordinarily equal the amount deducted from the Balance for that Order.

A monetary refund will not exceed the amount actually and successfully paid by the User for the relevant transaction.

ConSkins may deduct or exclude only amounts that:

• were not successfully paid;
• were already refunded;
• represent Promotional Balance;
• were reversed or charged back;
• were used for successfully delivered Digital Items;
• were obtained through fraud or error; or
• may lawfully be withheld.

ConSkins will not impose a separate refund fee where the Order failed because the Digital Item could not be supplied.

External currency conversion differences or bank charges may be outside ConSkins’ control.

28. Refund Processing Time

Balance refunds will be credited without undue delay after ConSkins confirms that the Order qualifies for a refund.

Approved monetary refunds will be initiated without undue delay.

Where applicable law sets a specific deadline, ConSkins will process the refund within that deadline.

After ConSkins initiates a monetary refund, the time required for it to appear may depend on:

• the Payment Provider;
• the card issuer;
• the User’s bank;
• the payment network;
• weekends and public holidays;
• currency conversion; and
• additional bank verification.

ConSkins cannot guarantee the exact date on which an external financial institution will display the returned funds.

29. Account Closure Refunds

A User may request permanent Account closure by emailing:

info@conskins.com

The request should be sent from the email address registered to the Account.

Before completing closure and refunding the eligible unused Cash-Funded Balance, ConSkins may require:

• confirmation of Account ownership;
• identity verification;
• confirmation of Payment Method ownership;
• completion or cancellation of active Orders;
• resolution of pending Steam Trade Offers;
• resolution of payment disputes or Chargebacks;
• correction of a negative Balance;
• completion of fraud or compliance checks; and
• information reasonably required to process the refund.

Subject to those checks, eligible unused Cash-Funded Balance will be returned to the original Payment Method.

Where the Balance was funded through multiple Top-Ups, the refund may be allocated between the corresponding original transactions.

30. Amounts Excluded from an Account Closure Refund

The following are not ordinarily refundable in money when an Account is closed:

• Promotional Balance;
• complimentary or goodwill credits;
• amounts already spent on successfully delivered Digital Items;
• Balance created by a failed or unpaid Top-Up;
• amounts resulting from a reversed payment;
• amounts subject to an unresolved Chargeback;
• amounts associated with suspected fraud;
• amounts owed to ConSkins because of a negative Balance;
• amounts that have already been refunded; and
• amounts ConSkins is legally required to restrict or withhold.

ConSkins will not confiscate valid unused Cash-Funded Balance solely because the User requested Account closure.

31. Original Payment Method Unavailable

If the original Payment Method is no longer available, expired or closed, the User should inform ConSkins.

ConSkins may request additional verification before arranging an alternative refund.

Depending on the Payment Provider and applicable law, ConSkins may:

• attempt the refund to the original Payment Method;
• request updated payment information;
• use another verified method belonging to the same User; or
• follow another process required by the Payment Provider.

ConSkins will not send a refund to an unrelated third party.

32. Refund Requests

Refund and cancellation requests should be sent to:

info@conskins.com

The request should include, where applicable:

• the registered Account email;
• the Order number;
• the payment or Top-Up reference;
• the date and amount;
• the Digital Item concerned;
• the linked Steam profile or Steam ID;
• the Steam Trade Offer reference;
• a clear description of the issue;
• screenshots or screen recordings; and
• the requested resolution.

The User should submit the request as soon as reasonably possible after discovering the issue.

Delay may make it more difficult to recover a Digital Item, inspect an expired Trade Offer or verify technical information.

33. Evidence and Investigation

ConSkins may review:

• Account records;
• Top-Up and payment records;
• Order details;
• the confirmed Digital Item description;
• Steam Trade Offer records;
• delivery timestamps;
• Steam Account and Trade URL information;
• authentication results;
• device and security logs;
• communications;
• screenshots;
• information from fulfilment or technology providers; and
• relevant Payment Provider records.

ConSkins may request additional information where reasonably necessary.

The User must not knowingly:

• submit false evidence;
• alter screenshots;
• conceal relevant transactions;
• delete relevant communications;
• misrepresent Trade Offer contents; or
• claim non-delivery after receiving the Digital Item.

34. Refund Decision

After investigation, ConSkins may:

• approve a full refund to the Balance;
• approve a partial price adjustment where appropriate;
• approve a monetary refund;
• resend a Trade Offer;
• arrange delivery of the correct Digital Item;
• request return of an incorrectly delivered item;
• reject an unsupported request;
• restrict the Account while further review continues; or
• take action concerning suspected fraud or abuse.

Where a request is rejected, ConSkins will provide a general explanation where reasonably possible.

Detailed security or fraud-detection criteria may be withheld where disclosure could compromise controls, prejudice an investigation or breach legal obligations.

35. No Double Recovery

A User is not entitled to receive or retain more than one remedy for the same loss.

The User must not knowingly retain:

• the Digital Item and a full refund;
• the original Digital Item and a replacement;
• a Balance refund and a monetary refund for the same amount;
• a Payment Provider reversal and an additional ConSkins refund; or
• a Steam reversal and the corresponding purchase value.

Where duplicate recovery occurs, ConSkins may:

• reverse an internal Balance credit;
• restrict the Account;
• request return of the Digital Item;
• request repayment;
• offset future valid credits; or
• take other lawful recovery action.

36. Chargebacks

Users are encouraged to contact info@conskins.com before initiating a Chargeback so that ConSkins has a reasonable opportunity to investigate and resolve the issue.

This does not prevent the User from exercising a lawful right to contact:

• a bank;
• a card issuer;
• a Payment Provider;
• a consumer protection body;
• a court; or
• another competent authority.

A User must not use a Chargeback to:

• avoid an authorised purchase after successful delivery;
• obtain both the Digital Item and the payment amount;
• reverse a payment because the Digital Item’s value changed;
• falsely claim that an authorised transaction was unauthorised;
• bypass a reasonable investigation; or
• commit fraud.

When a Chargeback is opened, ConSkins may temporarily restrict:

• the disputed amount;
• the remaining Balance;
• pending Orders;
• additional Top-Ups;
• Digital Item delivery; and
• Account access.

37. Chargeback Evidence

ConSkins may provide relevant evidence to a bank, card issuer or Payment Provider, including:

• payment records;
• authentication results;
• Account registration information;
• login and device records;
• Order details;
• Steam delivery information;
• Trade Offer records;
• communications;
• refund history; and
• other information reasonably required to respond to the dispute.

Personal data will be disclosed only where reasonably necessary and in accordance with the Privacy Policy.

If the Chargeback is resolved in the User’s favour, ConSkins will make any required correction.

If the Chargeback is resolved against the User, ConSkins may restore restrictions, recover a negative Balance or take other proportionate action permitted by law.

38. Fraudulent or Abusive Refund Requests

ConSkins may restrict or close an Account where there is reasonable evidence that the User:

• falsely claimed non-delivery;
• used stolen payment details;
• submitted manipulated evidence;
• repeatedly abused cancellation requests;
• accepted the Digital Item and then denied receipt;
• initiated a fraudulent Chargeback;
• exploited a technical error;
• created multiple Accounts to obtain repeated refunds;
• used Steam Trade Protection for double recovery; or
• otherwise attempted to obtain an improper financial benefit.

A refund may be delayed while a legitimate fraud, payment or security investigation remains open.

Nothing in this section permits ConSkins to refuse a valid mandatory consumer remedy merely because the User made a complaint or exercised a lawful payment right.

39. Technical Errors

If a technical error results in:

• an incorrect Balance deduction;
• duplicate deduction;
• incorrect refund;
• duplicate credit;
• incorrect Digital Item reservation;
• incorrect Order status; or
• another transaction-record error,

ConSkins may correct the Account records after reasonable investigation.

Where the error caused the User to lose valid Balance, the Balance will be restored or another appropriate remedy will be provided.

Where the error caused an excess credit, ConSkins may remove the excess amount provided that:

• the adjustment is based on reliable records;
• the User is not charged more than the incorrect credit;
• valid unrelated Balance is not removed without justification; and
• the correction complies with applicable law.

40. Suspension During a Refund Review

ConSkins may temporarily restrict an Account, Balance or Order while reviewing:

• an unauthorised payment claim;
• a Chargeback;
• conflicting delivery evidence;
• a Steam reversal;
• suspected identity misuse;
• suspected fraud;
• a duplicated transaction;
• a negative Balance; or
• another material security issue.

Restrictions will be proportionate to the issue under review.

Where reasonably possible, unaffected valid Balance and unrelated Account functionality will not be restricted longer than necessary.

41. Consumer Rights

Nothing in this Policy excludes or restricts statutory rights that cannot lawfully be excluded.

Depending on the applicable law and circumstances, a User may be entitled to a remedy where:

• digital content was not supplied;
• the supplied Digital Item did not conform to the contract;
• the Digital Item was materially different from its description;
• ConSkins lacked the right to arrange its supply;
• the service was not performed with reasonable care and skill;
• a payment was unauthorised;
• a refund was not properly processed; or
• another mandatory consumer protection applies.

Available remedies may include:

• repeat performance;
• replacement;
• price reduction;
• refund to the Balance;
• monetary refund; or
• another remedy required by law.

A term describing a completed Order as final does not override mandatory consumer rights.

42. Relationship with Steam and Valve

ConSkins is independent from Valve Corporation and Steam.

Valve controls:

• Steam Accounts;
• Steam inventories;
• Trade Offers;
• trade confirmations;
• Trade Holds;
• Trade Protection;
• trade reversals;
• trade bans; and
• Steam functionality.

ConSkins cannot guarantee that Steam will:

• permit a transfer;
• remove a restriction;
• restore an item;
• approve a reversal;
• maintain a particular trading rule; or
• continue supporting a particular Digital Item.

Where Steam prevents an accepted Order from being delivered, ConSkins will provide an appropriate Order-level remedy under this Policy.

43. Complaints and Disputes

If the User disagrees with a refund decision, the User may submit a complaint to:

info@conskins.com

The complaint should include:

• the relevant Order or payment reference;
• the original refund request;
• the reason for disagreement;
• any additional evidence; and
• the resolution requested.

The complaint will be reviewed in accordance with the Complaints & Dispute Resolution Policy.

Submitting an internal complaint does not remove any right to contact a bank, Payment Provider, consumer authority or court.

44. Personal Data

ConSkins may process personal data for the purposes of:

• reviewing refund requests;
• confirming delivery;
• identifying transactions;
• processing monetary refunds;
• responding to Chargebacks;
• preventing fraud;
• verifying identity;
• maintaining accounting records;
• resolving complaints; and
• complying with legal obligations.

Information may be shared with Payment Providers, banks, fulfilment providers, identity verification providers, professional advisers and competent authorities where reasonably necessary.

Further information is provided in the Privacy Policy.

45. Changes to This Policy

ConSkins may update this Policy to reflect:

• changes in law;
• changes to Steam;
• changes to delivery methods;
• changes to Payment Provider requirements;
• new Balance functionality;
• fraud-prevention requirements;
• operational improvements; or
• corrections and clarifications.

The current version will be published on the Website with an updated revision date.

Changes will not ordinarily remove a mandatory right or remedy that arose before the updated Policy took effect.

46. Governing Law

This Policy is governed by the laws of England and Wales.

Consumers may also benefit from mandatory rights and jurisdictional protections available under the laws of their country of residence.

Nothing in this Policy removes those mandatory protections.

47. Contact Details

Refund, cancellation, failed delivery and Account closure requests should be sent to: