Refund Policy

1.1.A balance top-up that has not been spent on game operations is refunded at your request if no more than 14 calendar days have passed since the top-up.

1.2.The unspent remainder of the specific top-up is refunded. If part of the HEXCOIN was spent after the top-up, only the remaining part of that top-up is available for a refund.

1.3.In the event of a confirmed technical error of the Platform (Section 10 of the Terms of Service), the debited HEXCOIN are restored to the balance regardless of the time limit.

2.1.HEXCOIN spent on completed game operations: opening cases, upgrades, contracts and other operations. The result of an operation is not reviewed after it is completed.

2.2.HEXCOIN received free of charge: bonuses, promo codes, rewards for tasks, giveaway winnings, as well as HEXCOIN from selling items.

2.3.Items you transferred to the Platform when topping up with skins: once their value has been credited to the balance, the items themselves are not returned.

2.4.Top-ups older than 14 calendar days, as well as top-ups of Accounts under a review under the AML/KYC Policy, until that review is completed.

3.1.Write to support@hex-case.com or to the support widget on the website. Provide the nickname or SteamID of the Account, the date and amount of the top-up and the payment method.

3.2.The Operator may ask you to confirm that the payment instrument belongs to the Account owner.

4.1.A refund is made by the same method and to the same payment details from which the top-up was made. Refunds are not made to other payment details, to another person or by any other method.

4.2.The refund amount is reduced by the payment service fee if the service does not return it.

4.3.For a top-up made with a gift code, a refund by the same method is not possible: the code was redeemed on activation. The method for refunding the unspent remainder of such a top-up is agreed with the Operator, and the recipient can only be the Account owner. Claims for a refund of the purchase price of the code itself are sent to the marketplace where it was purchased and are handled under its rules.

4.4.A refund of a cryptocurrency top-up is made in the same coin and on the same network to the address from which the payment was received. The refund amount is calculated at the rate on the date of the refund and is reduced by the network fee, so it may differ from the top-up amount.

4.5.A decision on the request is made within 5 business days. The time it takes for the funds to arrive after the decision depends on the payment service and the bank.

5.1.Before disputing a payment with your bank, contact support: the issue is resolved faster this way.

5.2.When a payment is disputed, operations on the Account, including item withdrawals, are suspended until the dispute is resolved.