Refund Policy FAQ

Who is Stash?

Stash is a technology platform that helps game developers build direct-to-player webshops and launchers. These custom storefronts allow you to buy in-game items and currencies securely—outside of app stores or third-party marketplaces—while giving developers more control over how they sell, promote, and engage with their players.

We work behind the scenes to ensure a smooth, fast, and safe experience when you make purchases tied to your favorite games.

What is the relationship between Stash and the game / game developer?

Stash partners directly with game developers to build and manage their official webstores. While the game studio owns the player relationship and content (like items and offers), Stash handles the backend infrastructure, payment processing, and support services. Stash holds title to the digital goods at the time of sale. All customer support, dispute resolution, and chargeback management are handled directly by Stash. This allows developers to offer better deals and exclusive items while keeping the experience secure and reliable.

Refunds

Can I refund my purchases? How?

Yes, see here for our refund policy….

• For players: You can request a refund by contacting Stash’s support team at support@stash.gg
• Review process: Our team will review the request and may coordinate with the game developer if needed—especially if the item is already in your account.
• Resolution timeline: Most cases are reviewed and resolved within 1–3 business days.

We also handle chargebacks and payment disputes directly with payment providers, using session data and transaction records to resolve issues fairly.

What is Stash's refund policy?

Stash offers refunds for eligible digital goods within 14 days of purchase, provided they have not been downloaded, granted, claimed, used, redeemed, or consumed. Our complete refund policy outlines specific eligibility criteria, processing times, and exceptions to ensure transparency in all transactions.

How long do I have to request a refund?

You have 14 days from the date of purchase to request a refund for eligible items. Requests made after this period will not be eligible for a refund according to our policy.

How do I request a refund?

For purchases that meet eligibility criteria outlined in Sections 8 and 9 of our Refund Policy, submit an email to support@stash.gg with the following required information:

• Your order number
• Purchase date
• Email address associated with the purchase
• Payment type (credit card, PayPal, etc.)
• Last 4 digits of the payment method
• Detailed reason for the refund request
• Item(s) to be refunded

Incomplete refund requests may result in processing delays, so please ensure you include all required information.

How long does it take to process a refund?

Once approved, refunds are typically processed within 1-3 business days. After processing, it may take an additional 2-10 business days for the refund to appear on your account statement, depending on your financial institution.

How will I receive my refund?

Refunds will be issued to the original payment method used for the purchase. For example, if you paid with a credit card, the refund will be credited back to the same card.

Will I be notified when my refund is processed?

Yes, you will receive an email confirmation once your refund has been processed, which will include details about the refunded amount, and the payment method to which it was returned.

What items are eligible for a refund?

Digital goods, including in-game currencies like "Handful of Blackstone," are eligible for a refund within 14 days of purchase if they have not been used or consumed.

Refund Conditions:

1. Software or Digital Goods not received – full or partial refund is allowed.
2. Duplicate purchase (a transaction which has been made within five minutes of the last transaction for the same item):
   • In-game currency, In-game items – refund is allowed if the purchase has not been claimed or downloaded.
3. Purchase of in-game currency by mistake – refund may be allowed if the purchase has not been claimed, used, or downloaded.
4. Problem with the Product – refund is allowed. In the case of technical problems that have arisen after a cooling-off period, or in the case that you have received an incorrect or faulty Product, you may get a refund in accordance with the legislation of your country.
5. General statements (statements such as "not what I thought", or "I can’t use this")– refund is not allowed.

What items are not eligible for a refund?

The following are not eligible for refunds:

• Items that have been downloaded, granted, claimed, used, redeemed, or consumed.
• Items purchased and received more than 14 days prior to the refund request.
• Items that do not fulfill a Refund Condition.
• Special promotional items marked as "final sale" or "non-refundable."
• Items purchased through third-party sites other than the official Stash Store.

Can I get a refund if I accidentally purchased the wrong item?

Yes, accidental purchases are eligible for a refund within the 14-day window, provided the item has not been used or consumed. Please contact our support team as soon as possible with your order details.

What if I purchased an item just before it went on sale?

Unfortunately, we do not offer price adjustments or refunds for items that later go on sale. All purchases are subject to the pricing at the time of transaction.

Can I get a refund if a digital product doesn't work as expected?

If you experience technical issues with a purchase, please contact our support team with details about the problem. We'll work to resolve the issue or, if necessary, process a refund even if the item has been partially used.

Order Cancellation

Can I cancel my order?

If you wish to cancel an order before it has been fulfilled, please contact us immediately at support@stash.gg. We will attempt to process your cancellation, but we cannot guarantee that all cancellation requests will be honored, especially if the order processing has already begun.

How do I know if my cancellation request was successful?

You will receive an email confirmation if your cancellation request was successful. If we were unable to cancel your order, you will be notified and given information about refund options after receiving the item.

Special Circumstances

What happens if a digital product becomes unavailable after I purchase it?

If a digital product becomes unavailable or is discontinued after purchase, we will cancel your order and provide you with a full refund.

What if my refund request is denied but I disagree with the decision?

If you disagree with our decision regarding your refund request, you may request an escalation by replying to the email notification with the subject line "Request for Escalation." A senior support specialist will review your case and respond within 2 business days.

What if I never received the digital item I purchased?

If you did not receive your digital purchase, please contact our support team immediately. We will verify the transaction and either ensure delivery of your purchase or process a refund.

Our team will investigate and help resolve the issue promptly.

Does Stash offer exchanges instead of refunds?

Stash does not currently offer direct exchanges for digital goods. Instead, you would need to request a refund for the unwanted item (if eligible) and make a separate purchase for the desired item.

Payment and Technical Issues

I see unknown charges for Stash. My account was charged but I didn’t authorize the payment.

If you see charges on your payment account you don’t recognize, check the following before contacting our support:

• Check if any family members or friends who have access to your payment account made a purchase.
• You might still see a pending charge that'll be credited back to your account automatically if the payment system cancels the payment.
• You might see a pending small amount that was withheld for verification of your card or if you saved a card for future purchases.
• When you add a payment method to your game account, such as a new card, you might see a small pending transaction on your bank statement. This is temporary authorization you won’t be charged for.
• Please make sure that you have no active subscriptions for games or game-related services you or a family member has set up.
• Lastly, check that you haven't made any recent in-game purchases. We recommend checking your in-game or service purchase history with the charges on your payment account to help remind yourself of any purchases you've forgotten.

Here are some examples of what you may see on your statement to describe the charges to Stash:

Stash_Tacticus, Stash*EFT, Stash Interactive Inc, Stash Cyprus Ltd, Stash Inc.,  and others.

If that was not helpful and you don’t recognize the charges on your account, please contact us at support@stash.gg to find out more information about it with payment details: such as date, the charge amount, and payment account.

What if I used multiple payment methods for my purchase?

If your purchase involved multiple payment methods, any refund will be distributed proportionally to each payment method used in the original transaction.

What should I do if my refund hasn't appeared after 10 business days?

If you haven't received your refund after 10 business days from the confirmation email, please contact our support team at support@stash.gg with your order number and refund confirmation details.

Purchases

I didn’t receive a receipt or my purchase

• Your payment attempt was not successful as it was declined by our security system. You will see an error message on the payment page. Please note that the charge will not clear, and the money will be back in your account within 1-10 days depending on the chosen payment system.
• Your payment attempt might be declined by the payment system, but the funds are still pending. Please be advised that the charge will not clear, and the money will be back into your account within 1-10 days, depending on the chosen payment system.
• The payment is still processed on the side of the payment system, which can take up to 5 business days. As soon as we receive the funds, you will receive the purchase on your account and receive a receipt.
• If you did not enter your email address during the payment process, the receipt will not be delivered to your email automatically. Check if your account was charged, and, if it was, contact us so we can investigate the issue. Find out how you can receive a receipt for your payment.

The game doesn’t work as expected

If you have a problem with the software performance or bugs, please contact the game/service support directly for assistance. You can find the contact information on the official website for the game or service.

Receipts

How can I get a receipt?

A receipt was provided for download on your Purchase Completed screen / page. A payment receipt was also emailed to you.

If you would like to receive a receipt for your previous payment, please provide us with the name of the game or service so we will be able to assist. The Player ID and the email that is linked to your account will help us locate the payment as well.

Please know that due to security reasons, we can only provide the receipt to the account owner and will request a screenshot of the payment from the payment system to verify you as the owner of the payment account.

We can decline your request and refuse to provide the receipt if we do not receive proper evidence that you were indeed the payer of the transaction.

What would I need a receipt for?

• If the game account is banned or blocked on the game’s side, the game support may ask you to provide a payment receipt in order to restore access.
• In order to confirm your payment to the game (in case you have not received your purchase), you might need to provide a receipt.

Contact Information

How do I contact Stash?

If you have a question about a purchase or need help with an order, our player support team is here to help 24/7. We typically respond within 1-2 business days, and faster in urgent cases.

For any questions, please email us at support@stash.gg or write to:

Stash Interactive Inc.1032 E Brandon Blvd #2468Brandon, FL 33511

What information should I include when contacting support about a refund?

To help us assist you more efficiently, please include:

• Your full name
• Order number (Found on payment receipt)
• Purchase date
• Player ID
• Email address used for purchase
• Payment type
• Detailed refund reason
• Item(s) to be refunded
• A clear description of your issue or question
• Any relevant screenshots or additional information

Our support team will respond to your inquiry as soon as possible, typically within 1-2 business days.