Refund Policy

brawl.games · Edition of May 8, 2026

This Policy is an integral part of the Public Offer at brawl.games/offer. The document establishes a closed list of cases and conditions under which the brawl.games Platform accepts Principals' requests for refund of funds and/or Ruble Balance, the form of such refund, the deadlines and procedure for considering requests, as well as the consequences of initiating chargebacks and other abuses.

1. General Provisions

This Refund Policy (hereinafter, the "Policy") is an integral part of the Public Offer at https://brawl.games/offer (hereinafter, the "Offer") and regulates the procedure and conditions for refunding funds and/or Ruble Balance for Orders placed via the brawl.games online service (hereinafter, the "Platform").

By placing an Order on the Platform, the Principal confirms that they are familiar with this Policy and accepts its terms in full. A Principal who does not agree to any term of the Policy must not place an Order.

Terms used in this Policy with a capital letter and not defined herein are used in the meanings established by the Offer.

The Platform is entitled to unilaterally amend this Policy. The current version is posted at https://brawl.games/refund; the new version applies to Orders placed after its publication.

2. Applicability. Digital nature of goods

The Services provided by the Platform and the digital values acquired as a result of providing them (virtual currencies, in-game items, activation codes and other digital objects) are exclusively digital and intangible in nature and are recognized as non-refundable by default, except in cases expressly provided by Section 3 of this Policy.

Due to the digital nature of the Services and the impossibility of "returning" virtual values already credited by the Rights Holder, the refund is performed not by withdrawing them from the Rights Holder but by crediting the Principal with Ruble Balance in the manner of Section 7 or, in exceptional cases, by means of a monetary refund at the Platform's decision.

If there is a conflict between this Policy and the description of a specific product or Service on the Order placement page in the Service, the description on the product page prevails to the extent it tightens refund conditions compared to this Policy; to the extent it expands the rights of the Principal, the more favourable condition for the Principal applies.

3. Cases in which a refund is provided

A refund is provided by the Platform exclusively in one or more of the following cases (closed list):

The Order was not fulfilled in whole or in part due to the Platform's fault, as confirmed by an internal review of the Platform and/or by data of the payment gateway, antifraud service or Rights Holder.
The Principal received an invalid or previously used unique digital activation code (key) and provided a continuous video recording of the activation attempt meeting the requirements of Section 6.
Other cases expressly stated on the page of the specific Service (product) in the Service at the moment of placing the Order.

In all other cases not listed above, no refund is provided.

4. Cases in which a refund is not provided

A refund is not provided, in particular, in the following cases:

The Order has the status "Completed", "Delivered" or an equivalent status in the Service interface; the digital product, currency or code has actually been credited, transferred or activated.
The digital product (virtual currency, in-game item, code, key) has been used, activated, sold or transferred by the Principal to a third party or otherwise put into circulation.
The Principal indicated incorrect, incomplete or non-existent details when placing the Order (game account ID, login, server, region, email, other parameters), as a result of which the Service was provided in accordance with the indicated details.
The Principal purchased an unsuitable product or Service due to inattentive reading of the description, characteristics, restrictions or warnings on the product page in the Service.
The Principal did not provide a video recording meeting the requirements of Section 6 in cases where its provision is a mandatory condition for considering the request.
The refund request was filed after the deadline established by clause 5.1 of this Policy.
The Principal violated the terms of the Offer, including the actions listed in Section 6 of the Offer (creation of multi-accounts, use of automation, circumvention of geographic or age restrictions, abuse of promo codes, splitting of Orders and other).
The Service was not provided or was provided with delay for reasons beyond the Platform's control, including as a result of actions of the Game Rights Holder, bank, payment system, force majeure circumstances and other circumstances attributed by the Offer to the Principal's risk zone.
The Principal's game account was blocked, banned, deleted or restricted by the Game Rights Holder before or after fulfilment of the Order for reasons beyond the Platform's control.
The Principal failed to perform the actions necessary to receive the digital product (failed to log into the Game, failed to provide the necessary details, failed to confirm the transaction in the Game interface where such actions were required).

Specifics of refunds for Orders paid by cryptocurrency and other methods where reverse crediting of funds is technologically impossible are established by clause 7.6 of this Policy.

5. Deadlines for filing a refund request

5.1. Basic deadline

A refund request must be filed by the Principal no later than 24 (twenty-four) hours from the moment the Order status changes to "Completed" (or an equivalent status in the Service interface). In exceptional cases, at the Platform's discretion and in the presence of valid reasons, the period may be extended up to 48 (forty-eight) hours.

5.2. Requests outside the deadline

Requests filed after the deadlines established by clause 5.1 are not accepted for consideration regardless of the circumstances. The said period is preclusive; restoration of the missed period is not provided.

5.3. Relation to the deadline for objections to the report

The deadline for filing a refund request established by this Section does not prevent the Principal from sending reasoned objections to the Agent's report in the manner of clause 8.5 of the Offer; however, filing such objections does not suspend or extend the deadline for filing a refund request.

6. Video recording requirements

In cases where provision of a video recording is a mandatory condition for considering a refund request (clauses 3.2, 4.5), the video recording must simultaneously meet the following requirements:

Continuity. Screen recording is performed continuously from the moment of receiving notification of delivery of the digital product (display of the code, key or other object in the User Account or on the Order page) until completion of the activation (use) attempt with the result captured.
Integrity. Absence of cuts, editing, acceleration, slowdown, pauses, trims and other processing complicating evaluation of the recording's authenticity. The recording must not be fragmentary.
Visibility of data. The recording clearly shows: the Order number, the received digital product (code, key, item description), the Game interface or other activation platform, the process of entering or applying the product, the final activation result (error message, status, screenshot of the result).
Technical parameters. The video recording is provided in common formats (MP4, MOV, AVI), with a minimum resolution of 720p. The duration is sufficient to display the entire process from notification to the activation result.
Authenticity. The recording is made from the Principal's device on which the activation was performed; the recording shows no signs of demonstration of a recording from another screen, signs of video editing, artificially formed interfaces or other signs of falsification.

Video recordings not meeting at least one of the listed requirements are not accepted by the Platform as evidence of the invalidity of activation. The Platform is entitled to conduct a technical examination of the video recording; the period for considering the request is extended for the period of the examination in the manner of Section 9.

7. Form and procedure of refund

7.1. Refund to Ruble Balance (default)

By default, a refund is performed exclusively by crediting an equivalent amount to the Principal's Ruble Balance at the rate of 1 (one) Russian ruble = 1 (one) unit of Ruble Balance (1 coin). The credited Ruble Balance may be used by the Principal to pay for subsequent Orders on the Platform.

7.2. Monetary refund (exception)

In exceptional cases, at the Platform's decision, a refund may be provided in monetary form. A monetary refund is provided exclusively by the same payment method and to the same payment details from which the relevant Order was paid. Refund to other payment details, by another method, or to a third party's account is not allowed.

The decision on the form of the refund (Ruble Balance or funds) is made by the Platform based on the circumstances of the request, the technical possibility of the refund and the requirements of the law. The Principal is not entitled to demand a monetary refund as mandatory by default.

7.3. Partial refund

In case of partial fulfilment of the Order, a refund is provided in proportion to the unfulfilled part to the Ruble Balance. The size of the proportion is determined by the Platform on the basis of data on the actually delivered volume and is confirmed by the Service logs and/or the data of the Rights Holder.

7.4. Deductions

The amount of the refund (both Ruble Balance and funds) is reduced by bank and payment system commissions actually incurred by the Platform when accepting the payment if a refund of the funds in full is impossible for reasons beyond the Platform's control. The Principal is additionally informed of the amount of deductions when a decision on the request is made.

7.5. Crediting deadlines

A refund to the Ruble Balance is provided within 1 (one) business day from the date the Platform takes a positive decision on the request. A monetary refund is provided within the period established by the Principal's bank or payment system; the Platform is not liable for the duration of refund processing on the bank's or payment system's side.

7.6. Payments by cryptocurrency and other methods without reverse crediting

Refund of funds to the original wallet or account for Orders paid using cryptocurrencies (including but not limited to BTC, ETH, USDT and other digital assets), as well as by other payment methods where reverse crediting of funds is technologically not supported by the payment provider, exchange, processor or relevant network, is not provided due to objective technical impossibility on the side of such providers and networks. This restriction does not depend on the Platform's will.

Refunds for such Orders, where the grounds listed in Section 3 of this Policy are present, are provided exclusively in the form of crediting Ruble Balance (coins) in the manner of clause 7.1. The provisions of clause 7.2 on monetary refund do not apply to Orders paid by cryptocurrency and other methods without reverse crediting.

The list of payment methods classified as methods without reverse crediting is displayed on the Order placement page in the Service at the moment of choosing the payment method; the Principal's choice of such method confirms awareness of the technological impossibility of monetary refund and acceptance of the related risk.

8. Procedure for filing a request

8.1. Submission channel

A refund request is sent by the Principal to support@brawl.games with the subject "Refund request" or via the feedback form in the User Account. Other channels (social networks, messengers, telephone calls, forums, reviews on third-party resources) do not give rise to legal consequences and are not deemed proper means of filing a request.

8.2. Composition of the request

A refund request must contain:

Order number;
email and/or User Account identifier of the Principal;
grounds of the request with reference to the clause of Section 3 of this Policy;
description of circumstances with the date and time of the disputed situation;
evidence (video recording meeting the requirements of Section 6, screenshots, correspondence with the Rights Holder, other documents), in the mandatory volume required for the relevant grounds;
contact details for feedback and details for a possible monetary refund (where applicable).

8.3. Incomplete requests

Requests that do not contain information or evidence mandatory for consideration of the relevant grounds (in particular, requests without a video recording meeting the requirements of Section 6 in cases where its provision is mandatory) are not accepted for consideration until the Principal provides the missing information. The deadline for providing the missing information is no later than 5 (five) calendar days from the date of the relevant Platform's request; after expiry of that period, the request is deemed withdrawn.

8.4. Request for additional information

The Platform is entitled to request from the Principal additional information and documents necessary to consider the request, including confirmation of the Principal's ownership of the game account, screenshots of correspondence with the Rights Holder, statements on payment operations and other relevant materials. During the provision of additional information, the period for considering the request is suspended.

9. Deadlines for considering a request

The standard period for considering a refund request is up to 7 (seven) business days from the moment the Platform receives a complete and properly formed set of documents and evidence.

If additional verification is required (request for data from payment systems, banks, Game Rights Holders, antifraud services, conduct of a technical examination of the video recording), the period for consideration may be extended up to 30 (thirty) business days. The Principal is notified of the extension in the User Account and/or by contact email, with the reason indicated.

The Principal is notified of the result of the consideration of the request via the User Account and/or by the contact email indicated in the request. The Platform's decision on the request is final in the pre-court procedure; appeal against the decision is possible exclusively in the manner provided by Section 12 of the Offer.

10. Protection against abuse

10.1. Signs of abuse

The Platform is entitled to refuse a refund and/or take measures provided by the Offer (suspension of service, blocking of the User Account, cancellation of Ruble Balance, termination of the Agreement) when signs of abuse are detected, in particular:

systematic refund requests, three (3) or more requests from one Principal or related accounts within 30 (thirty) calendar days;
provision of forged, edited or otherwise distorted evidence (video recordings, screenshots, correspondence);
refund requests after actual use of the digital product (including code activation, expenditure of currency, transfer of an item);
other actions aimed at obtaining unjustified benefit at the Platform's expense.

10.2. Order splitting

The Platform is entitled to refuse service, cancel or merge Orders if intentional splitting is detected, that is, placement of multiple small Orders instead of one equivalent Order, if such behaviour:

creates excessive load on the Platform's infrastructure;
is aimed at obtaining unjustified advantages (bonuses, promo codes, cashbacks, discounts accrued for each individual Order);
is systematic in nature (more than 5 Orders for the same Service of the same denomination within 1 hour, where an equivalent position of larger denomination is available in the Service).

Where splitting is detected, the Platform is entitled to suspend Order processing, notify the Principal and offer to place the Order in a correct way.

11. Chargebacks and payment disputes

The Principal undertakes not to initiate a payment dispute procedure (chargeback, dispute, return) before the issuing bank, payment system, acquirer or other financial intermediary, bypassing the claim procedure established by the Offer and this Policy.

If the Principal initiates such a procedure bypassing the claim procedure, the following consequences take effect simultaneously and regardless of the outcome of the chargeback at the bank:

the Principal's User Account on the Platform is blocked without the possibility of restoration;
all current and future refund requests on this account are cancelled;
the Ruble Balance on the blocked User Account is reset without the possibility of restoration;
all accrued bonuses, promo codes, cashbacks and other incentives are cancelled;
the Platform acquires the right to recover from the Principal all expenses actually incurred in connection with the chargeback processing, including but not limited to: bank and payment system commissions for processing the dispute, legal defence costs, losses caused by retained amounts, and damages caused to the Platform's business reputation, in the manner provided by the law of the Kyrgyz Republic;
information about the fact of initiating the chargeback may be transferred to the Platform's partners, including antifraud networks and payment systems, to prevent further abuse.

A Principal who believes they have grounds for a refund must first send a request in the manner of this Policy and wait for the Platform's decision. Application to the bank is allowed only after receipt of the Platform's decision and subject to compliance with the claim procedure established by Section 12 of the Offer.

12. Limitation of liability

The Platform's aggregate liability for any Order, including for a refund request in connection with such Order, is limited to the amount actually paid by the Principal for that Order. To the extent exceeding that amount, the Platform's liability is excluded, except in cases expressly provided by mandatory rules of the law of the Kyrgyz Republic.

The Platform is not liable for damages arising from the actions or inactions of the Principal, including:

provision of incorrect or incomplete details when placing the Order;
untimely filing of a refund request;
breach of the rules of using the digital product established by the Game Rights Holder;
breach of this Policy, the Offer and other rules of the Service.

The Platform's decision on a refund request is final in the pre-court procedure. The dispute is subject to consideration in court at the location of the Platform (Bishkek, Kyrgyz Republic) in the manner established by Section 12 of the Offer.

13. Final provisions

This Policy applies to all Orders placed via the Platform from the moment of its publication. Relations not regulated by this Policy are governed by the provisions of the Offer and the law of the Kyrgyz Republic.

Recognition of any provision of this Policy as invalid or unenforceable due to a court decision, change in legislation or other reasons does not entail invalidity or unenforceability of the remaining provisions; such provisions remain in force.

All legally significant messages on refund matters are sent by the Principal to support@brawl.games. Notices sent by the Platform to the Principal's contact email indicated in the User Account are deemed received 24 (twenty-four) hours after sending, if the sender has not received a delivery error notification.

Edition of May 8, 2026. Permanent address: https://brawl.games/refund.