1. Introduction

Welcome to VertexHub, operated by ECOUPON COMMERCE PRIVATE LIMITED.

VertexHub provides digital gaming products, game top-ups, virtual currencies, gift cards, digital codes and other electronically delivered products.

Because our products are primarily digital and may be delivered, activated or redeemed electronically, returns and refunds are subject to the conditions described in this policy.

2. Digital Products & Returns

Most products available on VertexHub are digital products. These may include, but are not limited to:

• PUBG Mobile UC
• Free Fire Diamonds
• Mobile Legends Diamonds
• Roblox digital products
• Yalla Ludo Gold
• Steam Gift Cards
• PlayStation Gift Cards
• Xbox Gift Cards
• Google Play Gift Cards
• Apple / iTunes Gift Cards
• Battle.net products
• Other digital codes, credits and gaming products

Due to the nature of digital products, an order generally cannot be returned after the product has been successfully delivered, activated, revealed or redeemed.

3. Non-Refundable Situations

A refund may not be available in the following circumstances:

• The digital product has already been successfully delivered.
• A gift card or digital code has been revealed.
• A digital code has already been redeemed.
• The customer purchased the wrong product or denomination.
• The customer selected the wrong region or platform.
• The customer provided an incorrect Player ID or account information.
• The customer entered an incorrect gaming account.
• The customer changed their mind after successful delivery.
• The product was successfully credited to the supplied account.
• The customer failed to check regional restrictions before purchase.
• The customer shared a digital code with another person after delivery.

4. When May a Refund Be Available?

Although digital products are generally non-returnable, VertexHub may review a refund request where there is a legitimate issue with an order.

Examples may include:

• Payment was successfully charged but the product was not delivered.
• A technical problem prevented successful delivery.
• A digital code supplied by VertexHub is confirmed to be invalid.
• The same order was accidentally charged more than once.
• VertexHub is unable to fulfil the purchased product.
• An order was cancelled before digital fulfilment, where cancellation is technically possible.

Every refund request is reviewed individually. Submission of a refund request does not automatically guarantee approval.

5. Invalid or Non-Working Digital Codes

If you believe that a digital code supplied by VertexHub is invalid or does not work, please contact our support team as soon as possible.

We may request relevant information, including:

• Order number
• Email address used for the order
• Product name
• Purchase date
• Screenshot or error message
• Relevant redemption information

We may investigate the code and verify its status with the relevant service provider or platform before determining whether a refund or replacement is appropriate.

6. Incorrect Player ID or Account Information

Customers are responsible for providing accurate information when placing an order.

If a customer provides an incorrect Player ID, User ID, gaming account, server, region or other required information, VertexHub may not be able to reverse or recover the digital product after fulfilment.

Customers should carefully verify all information before completing checkout.

7. Order Cancellation

Cancellation requests should be submitted as soon as possible after placing an order and before digital fulfilment.

Once an order has been processed, delivered, activated or redeemed, cancellation may no longer be possible.

If you need to cancel an order, contact our support team immediately and provide your order number.

8. Duplicate or Incorrect Charges

If you believe you have been charged twice for the same order, please contact us with the relevant order details and payment information.

After verification, if a duplicate payment is confirmed, VertexHub may process an appropriate refund for the duplicate transaction.

9. Refund Process

If your refund request is approved, the refund will normally be processed through the original payment method where reasonably possible.

The time required for the refunded amount to appear in your account may depend on the payment provider, bank or financial institution involved.

VertexHub does not control the processing time of third-party banks or payment processors.

10. How to Request a Refund

To request a refund or report a problem with your order, contact us at:

Please include the following information in your request:

• Your full name
• Order number
• Email address used during checkout
• Product purchased
• Date of purchase
• Description of the problem
• Relevant screenshots or error messages, if applicable

Providing complete information can help us investigate and resolve your request more quickly.

11. Fraudulent or Unauthorized Transactions

VertexHub reserves the right to investigate transactions that appear suspicious, fraudulent, unauthorized or inconsistent with normal purchasing activity.

We may request additional information where reasonably necessary to verify an order or payment.

Where appropriate, suspicious transactions may be cancelled or withheld from fulfilment pending verification.

12. Third-Party Platforms

Some products sold through VertexHub are intended for use on third-party platforms such as gaming networks, app stores and digital service providers.

Customers are responsible for ensuring that the purchased product is compatible with their account, platform and region.

VertexHub is not responsible for restrictions imposed by third-party platforms when those restrictions were disclosed or reasonably identifiable before purchase.

13. Changes to This Policy

ECOUPON COMMERCE PRIVATE LIMITED reserves the right to update, modify or amend this Refund & Returns Policy when necessary.

Any updated version will be published on this page with the revised effective date.

Customers are encouraged to review this policy before making future purchases.