Refund Info

1. Introduction

This Refund Info explains how cancellations, refunds, payment corrections, and Steam trade reversals are handled for transactions made through Bravopoint (the “Website” or “Platform”).

The Platform is operated by EXTERIAN LTD (“Company”, “we”, “us”, or “our”).

Bravopoint allows registered users to add funds, receive internal Platform credits called Bravo Credits (BC), and use BC to purchase digital in-game cosmetic items for Counter-Strike 2, Dota 2, and Rust (“Digital Items”).

This Refund Info forms part of our Terms & Conditions and should be read together with them and our Payment & Delivery rules.

This Refund Info does not apply to purchases made directly through Steam, game publishers, or other third-party platforms.

2. How Payments and Purchases Work

Bravopoint uses a Balance-based purchasing system.

Users first complete a Top-up using Visa or Mastercard. After a successful payment, the corresponding amount of BC is credited to the user’s Balance.

Digital Items are then purchased using BC. Digital Items cannot be purchased directly by card without first acquiring BC.

A Top-up and an Order for a Digital Item are treated as separate transactions:

• a Top-up is the acquisition of BC using a Payment Method; and

• an Order is the purchase of a Digital Item using BC.

This distinction affects how an approved refund is issued.

3. Delivery of Digital Items

Digital Items are delivered through Steam Trade Offers sent from an account operated by our Supplier or through other authorised fulfilment infrastructure.

Delivery begins when the relevant Steam Trade Offer is initiated.

Delivery is considered completed when:

• you accept the Steam Trade Offer; and

• Steam records the transfer as completed,

subject to any applicable Steam Trade Protection or reversal mechanism.

Delivery is normally initiated as soon as reasonably practicable but may take up to 14 calendar days from Order acceptance.

4. Cancellation Before Delivery Begins

You may request cancellation of an Order before delivery begins.

Delivery begins when the relevant Steam Trade Offer is initiated.

If we approve a cancellation before delivery begins:

• the Order will be cancelled; and

• the BC deducted for the Order will be returned to your Balance.

A card refund will not normally be issued for cancellation of an Order because the Digital Item was purchased using BC rather than directly using a card.

5. Immediate Digital Delivery and Withdrawal Rights

Digital Items are digital content supplied through Steam.

Where required by applicable law, before delivery begins you will be asked to:

• expressly consent to the immediate supply of the Digital Item; and

• acknowledge that your statutory right to cancel may be lost once supply begins.

This consent may be obtained through a checkbox or similar affirmative action during checkout.

Once delivery has begun, you may lose your statutory right to cancel the Order merely because you changed your mind.

Nothing in this section limits any mandatory consumer right that cannot legally be excluded.

6. When an Order Refund May Be Available

A refund relating to an Order may be available where:

• the Digital Item was not delivered within the applicable delivery period;

• the Digital Item became unavailable after the Order was accepted;

• we cancelled the Order;

• the wrong Digital Item was delivered;

• the delivered Digital Item materially differed from its description;

• the same Order was created more than once because of a technical error;

• a technical failure on our side or our Supplier’s side made delivery impossible;

• the relevant Steam Trade Offer could not be completed for reasons not caused by you;

• a Steam trade was reversed and the reversal was confirmed; or

• a refund or other remedy is required by applicable law.

Depending on the circumstances, we may:

• resend the correct Steam Trade Offer;

• replace the Digital Item with the same item;

• offer a suitable alternative, which you are not required to accept;

• return the relevant BC to your Balance; or

• provide another remedy required by applicable law.

7. Delivery Delays

Delivery may be delayed by circumstances including:

• Steam downtime or maintenance;

• Steam Trade Offers being unavailable;

• Steam trade holds, trade bans, or cooldowns;

• Steam Guard or authentication requirements;

• Steam Trade Protection;

• Supplier inventory changes;

• security or fraud reviews;

• unusually high demand;

• payment verification;

• network or system failures;

• legal or sanctions checks; or

• other circumstances outside our reasonable control.

If delivery cannot be completed within 14 calendar days, you may contact Customer support and request either:

• that the Order remain pending; or

• cancellation of the affected Order and return of the relevant BC.

If delivery becomes permanently impossible, we may cancel the affected Order and automatically return the BC paid for it.

8. When an Order Refund Is Generally Not Available

An Order refund is generally not available where:

• the Digital Item was correctly delivered and accepted through Steam;

• you changed your mind after delivery began;

• you selected the wrong Digital Item;

• you failed to review the item description before confirming the Order;

• you supplied an incorrect, invalid, or outdated Steam Trade Link;

• the Digital Item was delivered to the Steam Account connected to the Trade Link supplied by you;

• your Steam Account was unable to receive trades;

• your Steam Account was affected by a trade ban, hold, cooldown, security restriction, or other limitation;

• you failed to accept the Steam Trade Offer within the available period;

• you rejected or cancelled a correct Steam Trade Offer without a valid reason;

• the external or perceived value of the Digital Item changed;

• the Digital Item was used, transferred, modified, exchanged, or resold after delivery;

• delivery remains within the permitted 14-calendar-day period; or

• the issue resulted from circumstances for which you are responsible.

This section does not exclude remedies required by mandatory consumer law.

9. Steam Trade Reversals

Steam may allow certain completed trades to be reversed or otherwise undone.

If a completed transfer is reversed through Steam, we may review:

• the Steam transaction record;

• the relevant Order;

• Account activity;

• information received from our Supplier;

• the reason for the reversal; and

• relevant fraud or security indicators.

Once the reversal has been confirmed, the BC paid for the affected Digital Item will be automatically credited back to your Balance.

A card refund will not normally be issued for a Steam trade reversal because the affected Digital Item was purchased using BC.

You are not entitled to retain both:

• the Digital Item or a restored equivalent; and

• the corresponding BC refund.

If BC are returned incorrectly or more than once, we may correct your Balance.

We may temporarily restrict your Account, Balance, or pending Orders while investigating suspected fraud, Account compromise, duplicate compensation, or misuse of Steam’s reversal functionality.

10. Refunds for Top-ups

A Top-up may be eligible for a refund to the original Payment Method where:

• the payment was charged more than once;

• an incorrect amount was charged;

• the Top-up was cancelled before BC were credited;

• the payment was confirmed as unauthorised following our review;

• the BC acquired through the Top-up remain wholly unused;

• we are unable to credit the purchased BC; or

• a refund is required by applicable law.

A Top-up is considered used once any BC acquired through it have been:

• spent on a Digital Item;

• transferred through an authorised Balance adjustment;

• combined with other BC and used for an Order; or

• otherwise applied to a transaction.

Partially used Top-ups are not normally refundable to a Payment Method, except where required by applicable law.

Where possible, we may identify the unused portion of a Top-up. Any partial refund remains subject to applicable law, technical feasibility, payment provider rules, and fraud review.

11. Refund Method

11.1 Order Refunds

Because Orders are paid for using BC, approved Order refunds will ordinarily be credited to your Balance in BC.

The amount returned will normally equal the amount of BC paid for the affected Digital Item.

Changes in the external value of the Digital Item after purchase do not change the BC refund amount.

11.2 Top-up Refunds

Approved Top-up refunds will ordinarily be returned:

• to the original Payment Method; and

• in the currency originally charged.

We may use another lawful refund method where:

• the original Payment Method is no longer available;

• the Payment Processor cannot process the refund;

• you expressly agree to another method; or

• applicable law requires another approach.

11.3 Incorrect or Duplicate Payments

Where a duplicate or incorrect card charge is confirmed, we may:

• refund the duplicate charge;

• refund the overcharged amount; or

• cancel the affected Top-up and refund the full amount.

12. Exchange Rates, Fees, and Taxes

Card payments may be made in EUR, USD, or GBP.

Where a Top-up refund is issued, it will normally be processed in the original transaction currency.

We are not responsible for differences caused by:

• changes in currency exchange rates;

• conversion methods used by your bank;

• foreign transaction charges;

• card issuer fees; or

• other charges independently imposed by a bank, card network, or Payment Processor.

Any fee charged directly by the Company will be handled in accordance with applicable law and the terms displayed when the payment was made.

Taxes will be refunded where required by applicable law and where they relate to the refunded transaction.

13. Mistaken or Duplicate Delivery

If a Digital Item was delivered incorrectly or more than once, you must not knowingly use, transfer, exchange, or resell the additional or incorrect item.

Where reasonably possible, you must cooperate with us in returning the affected Digital Item through Steam before receiving duplicate compensation.

We may delay the corresponding refund while reasonably necessary to verify the delivery and arrange the return.

You are not entitled to retain both an incorrectly delivered Digital Item and the corresponding refund.

14. How to Request a Refund

To request a cancellation or refund, contact:

Customer support: helpme@bravopoint.gg

Your request should include:

• the email address connected to your Account;

• the Order or Top-up reference;

• the affected Digital Item, where applicable;

• your Steam Trade Link, where relevant;

• a description of the issue; and

• screenshots or other supporting evidence, where available.

You should submit an Order-related refund request within 14 calendar days after the issue occurred or became known to you.

A request concerning a wholly unused Top-up should normally be submitted within 14 calendar days after the Top-up.

We may consider a later request where:

• applicable law requires it;

• the issue could not reasonably have been identified earlier; or

• other circumstances justify further review.

Submitting a request does not guarantee that a refund will be approved.

15. Review and Processing Times

We aim to review refund requests promptly and normally provide an initial response within 2 Business Days.

More time may be required where:

• additional information is needed;

• Steam or Supplier records must be reviewed;

• fraud or Account compromise is suspected;

• a payment provider or card issuer must be contacted;

• a Steam reversal remains pending; or

• the request involves several transactions.

If a BC refund is approved, the relevant BC will normally be credited to your Balance promptly after approval.

If a card refund is approved, we will process it without undue delay and, where applicable law requires, no later than 14 calendar days after confirming that the refund is due.

Your bank, card issuer, or Payment Processor may require additional time to display the refund.

16. Chargebacks and Payment Disputes

Where reasonable, you should contact Customer support before initiating a chargeback so that we have an opportunity to investigate and resolve the issue.

Nothing in this Refund Info prevents you from contacting your bank, card issuer, regulator, consumer authority, or court.

If a chargeback, payment dispute, or payment reversal is initiated, we may:

• temporarily restrict the affected Account;

• suspend pending Orders;

• restrict the use of disputed BC;

• investigate the payment and Account activity;

• preserve relevant records;

• provide payment, Order, Account, and delivery evidence to the Payment Processor or card issuer; and

• correct BC connected with a reversed payment.

If a Top-up is reversed after the related BC have been spent, the Balance may become negative or the corresponding amount may become payable, subject to applicable law.

Fraudulent, deceptive, or repeated abusive chargeback activity may result in Account suspension or termination.

17. Fraud and Refund Abuse

We may reject, suspend, or investigate a refund request where we reasonably suspect:

• false or misleading information;

• use of an unauthorised Payment Method;

• multiple Accounts;

• duplicate refund requests;

• manipulation of Steam Trade Offers;

• misuse of Steam Trade Protection;

• an attempt to retain both BC and a Digital Item;

• promotion or pricing abuse;

• chargeback abuse;

• exploitation of a technical error; or

• other fraudulent or unlawful conduct.

We may request additional information or verification before approving a refund.

Any action taken under this section will remain subject to mandatory consumer rights and applicable law.

18. Mandatory Consumer Rights

Nothing in this Refund Info limits or excludes any right or remedy that cannot legally be limited or excluded.

Depending on applicable law, you may have rights where digital content:

• is not supplied;

• is not as described;

• is not of satisfactory quality;

• is not fit for a disclosed purpose;

• causes qualifying damage;

• cannot be repaired or replaced within a reasonable time; or

• otherwise fails to meet mandatory legal requirements.

Where this Refund Info conflicts with a mandatory consumer right, the mandatory right will apply.

19. Changes to This Refund Info

We may update this Refund Info to reflect changes to:

• the Platform;

• BC or payment functionality;

• Steam functionality;

• our Supplier or Payment Processors;

• refund procedures;

• fraud-prevention practices; or

• applicable law.

The updated version will display a revised “Last Updated” date.

Changes will not reduce any refund right that arose before the updated version took effect where doing so would be unlawful.

20. Contact Us

Customer support: helpme@bravopoint.gg