1 General Overview

Nexvalt operates as a digital marketplace offering Game Keys, Pre-owned Gaming Accounts, Personal Subscriptions, Shared Accounts, Game Top-Ups, Application Top-Ups, Gift Cards, and other digital products. Ownership and access are transferred to the customer upon successful delivery.

We believe every customer deserves a fair resolution when a genuine issue occurs. All claims are reviewed individually, and we are committed to responding promptly and professionally.

2 Eligible Refund & Replacement Situations

You are eligible for a replacement, refund, or equivalent product in the following situations:

• Product was not delivered after payment was confirmed.
• Wrong product was delivered (different from what was purchased).
• A game key is invalid, already used, or fails to activate.
• A gaming account is inaccessible, banned, or non-functional upon delivery.
• A top-up was not received after technical verification confirms the issue.
• A gift card is invalid or was already redeemed before delivery.
• The product is significantly different from its description on the store.
• Technical verification confirms the product is defective or non-functional.

3 Non-Refundable Situations

• The customer changes their mind after successful delivery.
• The customer purchased the wrong product by mistake.
• The customer no longer needs or wants the product after delivery.
• The customer violated product usage instructions or terms of use.
• The customer modified, shared, resold, abused, or damaged the account or product.
• Shared account issues caused by violating the provided usage rules.
• Issues resulting solely from the customer's own actions after successful delivery.
• Fraudulent claims or claims submitted without sufficient proof.
• The product was used, redeemed, or activated successfully before the claim.

4 Warranty Policy

Every product sold at Nexvalt includes a warranty period equal to the purchased duration. During the warranty period, Nexvalt will provide replacement, repair, an equivalent alternative, store credit, or a full/partial refund when appropriate.

During the warranty period, Nexvalt may provide one or more of the following resolutions:

• Product replacement with an identical item.
• Account replacement with an equivalent account.
• An alternative equivalent product of equal or greater value.
• Store credit for the full purchase amount.
• Full or partial refund when replacement is not possible.

5 Product-Specific Policies

🎮 Game Keys

• Keys are eligible for replacement if invalid, already used, or region-locked differently than described.
• Once successfully activated, the key is considered delivered and non-refundable.

👤 Pre-owned Gaming Accounts

• Ownership is transferred to the customer upon successful delivery.
• The customer may modify account details, passwords, and email when applicable.
• Warranty covers issues existing before delivery or caused by original ownership status only.
• Issues caused by the customer's actions after delivery are not covered.

📱 Personal Subscriptions

• Eligible for replacement if the subscription fails to activate or is not delivered as described.
• Warranty equals the subscription duration purchased.

👥 Shared Accounts

• Customers must not share access with unauthorized third parties.
• Customers must strictly follow the provided usage instructions.
• Warranty may be void if the customer violates usage rules or causes issues through misuse.

⚡ Game & App Top-Ups

• Top-ups delivered via Account Login or User ID are eligible for refund only if the top-up was not received after technical verification.
• The customer must provide their correct User ID or account details. Errors caused by wrong information are not eligible.

🎁 Gift Cards

• Eligible for replacement if the gift card was invalid or already redeemed before delivery.
• Once the code is revealed, it is considered delivered and non-refundable unless proven defective.

6 How to Submit a Claim

To submit a refund or replacement claim, please follow these steps:

1. Contact our support team via Telegram @OrderSupport or email companysupport0@gmail.com within the warranty period.
2. Provide your order details including order ID, product name, and purchase date.
3. Describe the issue clearly and in detail.
4. Attach supporting evidence: screenshots, screen recordings, error messages, or any relevant proof.
5. Our team will review your claim and respond within the stated response time.
6. If the claim is verified, we will proceed with the appropriate resolution.

7 Response Times & Claim Review

All claims are reviewed individually by our support team. We may request additional information or evidence during the review process. Our team works to resolve all claims as quickly and fairly as possible.

8 Fraud Prevention & Verification

To protect both customers and our business, the following verification measures are in place:

• All claims are cross-referenced with delivery records and system logs.
• Evidence submitted must be original and unaltered.
• Repeated refund requests from the same account will be reviewed with extra scrutiny.
• Claims involving products that have been used, activated, or redeemed will be denied.
• Any manipulation, falsification, or misrepresentation of evidence is grounds for permanent suspension.
• We reserve the right to refuse service to customers with a history of fraudulent behavior.

9 Dispute Resolution

If you are unsatisfied with the resolution provided by our support team, you may escalate your case through the following process:

1. Step 1 — Contact Support: Reach out via Telegram or email with your claim and evidence.
2. Step 2 — Escalation: If unresolved within 5 business days, request escalation to a senior support agent.
3. Step 3 — Final Review: A final decision will be made within 7 business days of escalation.
4. Step 4 — Resolution: We will communicate the final resolution clearly and implement it promptly.

Nexvalt is committed to resolving all disputes in good faith. We aim to find a fair solution that respects both the customer's rights and business sustainability.

10 Frequently Asked Questions