Refunds

Refund Policy

Last updated 9 July 2026

This Refund Policy forms part of the Terms and Conditions of VOIXRUNNER, operated by FARALA LTD (Company Number 17099027), and applies to all purchases made on the VOIXRUNNER website (the "Site"). As we sell virtual currency ("Gems") and digital in-game content delivered immediately after payment confirmation, special rules apply to refunds due to the nature of digital goods.

1. Scope of This Policy

1.1 Applicable Purchases

This Policy applies to:

Gem packs and custom Gem amounts purchased with real money directly through the Site
Any other paid digital content offered on the Site

1.2 Exclusions

This Policy does not apply to:

Items purchased with Gems inside the Store (cosmetics, boosters, and similar in-game content) — these are exchanges of virtual currency, not real-money transactions. If something goes wrong with an in-game purchase, contact support and we will make it right.
Payment disputes initiated directly with payment providers without contacting support first
Cases involving fraud, abuse, or violation of our Terms

Nothing in this Policy limits mandatory consumer rights under applicable law.

2. Important Notice Regarding Digital Content

By purchasing Gems or other digital content from VOIXRUNNER, you acknowledge and agree that:

Delivery of digital content begins shortly after payment confirmation — Gems are credited to your account automatically;
Once Gems have been credited to your account, the digital content is considered supplied;
You expressly consent to immediate performance of the contract (which you confirm with the checkbox at checkout) and acknowledge that you may lose your statutory right of withdrawal once the Gems are credited to your account, where permitted by law.

3. Refund Eligibility

Due to the nature of instantly-delivered virtual currency, refunds are limited.

3.1 Eligible for Refund

A refund may be granted if:

The payment completed but the Gems were not credited to your account, and the issue cannot be resolved by re-issuing the Gems;
The purchase was made less than 14 days ago and the Gems from that purchase are entirely unspent;
You were charged more than once for the same purchase (duplicate charge);
There is a verified technical issue on our side preventing delivery or use of the purchased content.

3.2 Non-Refundable Situations

Refunds will generally not be granted if:

The Gems from the purchase have been spent, in whole or in part, on in-game items;
The purchase was made by mistake but the Gems have already been used;
The refund request relates to items bought with Gems rather than with real money;
There is evidence of policy abuse, including repeated refund attempts.

4. How to Request a Refund

Submit a request via:

Email: [email protected]

Please include:

The email address associated with your VOIXRUNNER account
The purchase date and amount (your Stripe receipt email contains these)
A clear explanation of the issue
Supporting evidence (screenshots, error messages, etc.)

Incomplete requests may delay processing. Your purchase history is visible on your Dashboard.

5. Refund Processing

5.1 Payment Method

Approved refunds will be issued to the original payment method whenever possible. If this is not technically feasible, an alternative method may be offered at our discretion. When a refund is granted, the corresponding Gems (and any items bought with them, where applicable) are removed from the account.

5.2 Processing Time

Refund processing times depend on the payment provider and typically take several business days. VOIXRUNNER is not responsible for delays caused by banks or payment processors.

5.3 Chargebacks and Payment Disputes

Before initiating a chargeback with your bank or payment provider, you agree to contact VOIXRUNNER support to attempt resolution.

Unjustified or fraudulent chargebacks may result in:

Immediate suspension of your account
Permanent restriction of future purchases
Removal of Gems and items associated with the disputed transaction
Recovery action for losses incurred
Sharing of relevant transaction evidence with payment processors

We reserve the right to contest chargebacks by providing proof of delivery (crediting), account activity logs, and transaction records.

6. Fraud Prevention and Abuse

To protect the integrity of our platform:

We monitor unusual refund patterns
We may deny refund requests where abuse is suspected
We may require additional verification before approving refunds

Repeated attempts to exploit refund processes may result in permanent account suspension.

7. Consumer Rights

If you are located in the United Kingdom or European Economic Area, you may have statutory rights under applicable consumer protection laws. However, under digital content regulations, the right to withdraw does not apply once digital content has been fully delivered with your prior consent and acknowledgment. Nothing in this Policy limits your mandatory legal rights.

8. Contact Information

For refund-related questions:

FARALA LTD, 128 City Road, London, EC1V 2NX, United Kingdom.

Email: [email protected]. Support Hours: Monday – Friday: 09:00 – 18:00 (UTC).