Refund Policy

Refund Policy

1. Overview

   At Forwardstep Sdn. Bhd., we provide digital game credits and related digital products for supported games. Due to the nature of digital products, purchases are generally considered final once the game credits have been successfully delivered. Refunds are only evaluated under the specific circumstances outlined below.

2. Refund Eligibility

   You may be eligible for a refund under the following circumstances:

   • Payment has been successfully completed, but the purchased game credits have not been delivered
   • A duplicate or unintended payment was made for the same order
   • The transaction is determined to be unauthorized or fraudulent
   • A technical issue resulted in an unsuccessful transaction and the purchased game credits were not delivered
   
   

   Refunds will not be issued in the following cases:

   • The game credits have already been successfully delivered to the account or player information provided
   • Incorrect game, player ID, account ID, server, region, or other required information was provided by the customer
   • The customer selected the wrong game, product, or denomination
   • The purchased game credits have already been used
   • The customer changes their mind or is dissatisfied after successful delivery

3. Requesting a Refund

   To request a refund, please follow these steps:

   • Send an email to admin.forwardstep@gmail.com within 7 days of placing your order
   • Provide your Order ID along with a detailed explanation of the issue
   • Provide any additional information or evidence reasonably required to verify the transaction

4. Refund Processing

   Once your request has been reviewed and approved:

   • Refunds are typically processed within 7–10 business days
   • The refunded amount will be returned using the original payment method used at checkout
   • The actual time for the refund to appear may vary depending on the payment provider or financial institution