Refund Policy

GAMEBROADWAY Refund Policy

GAMEBROADWAY operates a free-to-play online gaming platform offering Role Playing, Strategy, Shoot, and Leisure titles. Players may purchase in-game virtual currency or items ("Top-Up Purchases") to enhance their gaming experience. This Refund Policy governs all refund requests related to Top-Up Purchases made through the GAMEBROADWAY platform. Please read this policy carefully before completing any purchase.

1. General Principle

Because our games are free-to-play and purchases consist primarily of virtual currency and in-game items that are delivered and made available instantly, all Top-Up Purchases are generally considered final and non-refundable once the virtual currency or item has been credited to your game account.

However, GAMEBROADWAY is committed to fair consumer protection. Refunds may be granted in the specific circumstances described in Section 2 below.

2. Eligible Refund Circumstances

A refund request may be approved if one or more of the following conditions are met:

  • Duplicate charge: You were charged more than once for the same transaction due to a payment system error.
  • Incorrect amount charged: The amount deducted from your payment method does not match the amount shown at the time of purchase.
  • Virtual currency or items not received: You completed a payment but the virtual currency or items were not credited to your game account within 24 hours, and the issue was not resolved after contacting support.
  • Technical failure: A verified platform-side technical error prevented you from using the purchased virtual currency or items, and the issue cannot be corrected.
  • Unauthorized transaction: You have evidence that the purchase was made without your authorization (e.g., account hacking). You must report this within 7 days of the transaction and provide supporting documentation.
  • Game permanently shut down: GAMEBROADWAY permanently closes a game title and the remaining unused virtual currency or items purchased for that title cannot be transferred to another game.
Important: If the virtual currency or items have already been used, consumed, transferred, or exchanged within your game account, they are no longer eligible for a refund regardless of the circumstances.

3. Non-Refundable Items

The following are explicitly non-refundable under all circumstances:

  • Virtual currency, diamonds, gold, coins, or any in-game currency that has been credited to your account and fully or partially consumed;
  • In-game items, equipment, characters, skins, or upgrades that have been received, opened, used, or transferred;
  • Limited-time event passes or seasonal packages that have been activated;
  • Purchases made using promotional credits, bonus top-up rewards, or gift codes;
  • Any purchase where a chargeback has already been filed with your bank or payment provider.

4. Refund Request Time Limit

All refund requests must be submitted within 14 days of the original transaction date. Requests submitted after this period will not be accepted, except in cases involving unauthorized transactions (which must be reported within 7 days) or game shut-down scenarios.

5. How to Submit a Refund Request

To request a refund, please contact our customer support team with the following information:

  • Your GAMEBROADWAY account username or registered email address;
  • The game title involved;
  • The transaction date and approximate amount;
  • Your payment method (e.g., credit card, PayPal);
  • A clear description of the issue and the reason for your refund request;
  • Any supporting evidence (e.g., payment receipt, screenshot of error).

Contact our support team:

Our team will acknowledge your request within 2 business days and provide a resolution within 5 business days.

6. Refund Method and Processing Time

Approved refunds will be returned to the original payment method used at the time of purchase. Estimated processing times are as follows:

  • Credit / Debit Card: 5–10 business days
  • PayPal: 3–5 business days
  • Other payment methods: up to 14 business days

In certain cases, GAMEBROADWAY may offer platform store credit as an alternative resolution. Store credit is non-transferable and cannot be exchanged for cash.

7. Account Suspension and Abuse Prevention

GAMEBROADWAY monitors refund activity to protect the integrity of our platform and the fairness of the gaming environment. The following actions may result in account suspension or a permanent ban from the refund system:

  • Filing a chargeback or payment dispute with your bank without first contacting GAMEBROADWAY support;
  • Submitting false or fraudulent refund requests;
  • Repeatedly requesting refunds for consumed items or in a pattern that suggests abuse.

If your account is suspended due to a chargeback, please contact our support team to resolve the dispute directly. GAMEBROADWAY will cooperate fully with all legitimate payment dispute investigations.

8. Minors and Unauthorized Purchases

If a minor has made unauthorized purchases using a parent's or guardian's payment method, the parent or guardian should contact us immediately at huangqizhi@gamebroadway.com. GAMEBROADWAY will review such cases on an individual basis and may issue a full or partial refund if the purchase can be verified as unauthorized and the items have not been used.

9. Changes to This Policy

GAMEBROADWAY reserves the right to modify this Refund Policy at any time. Any updates will be posted on this page with a revised effective date. Continued use of GAMEBROADWAY services after any update constitutes your acceptance of the revised policy. We encourage you to review this policy periodically.


Last updated: June 12, 2026
For any questions regarding this Refund Policy, please contact us at huangqizhi@gamebroadway.com.
 
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