Refund policy

This policy explains how AltBay handles refunds and the 14-day withdrawal right. It does not take away mandatory consumer rights under Dutch or EU law.

AltBay is a shop of Mareades, established in the Netherlands.

Mareades is registered with the Dutch Chamber of Commerce (Kamer van Koophandel) under KvK number 42050327. The establishment address is the address recorded for that KvK number in the Handelsregister.

Customer contact for AltBay: [email protected]. Website: https://altbay.net. Mareades: https://www.mareades.com.

If you are a consumer in the EU/EEA, you normally have 14 days from the day the distance contract is concluded to withdraw without giving a reason (Dutch Civil Code, including art. 6:230o BW).

To withdraw before delivery has started, email [email protected] with your order number and a clear statement that you withdraw. If we have taken payment and have not yet made credentials available, we refund the purchase.

Game accounts are digital content (and/or a digital service) supplied on a durable medium only in the sense that credentials are delivered electronically. Under art. 6:230p opening words and (g) of the Dutch Civil Code, the withdrawal right does not apply to digital content not supplied on a tangible medium if:

(1) performance has begun with your prior express consent; and (2) you have acknowledged that you thereby lose the right of withdrawal; and (3) we have confirmed that acknowledgement.

At checkout you request immediate digital delivery and acknowledge that you lose the 14-day withdrawal right once we start performance. Performance starts when we make the account credentials available to you (reveal on the order page and/or equivalent delivery).

Once credentials have been revealed, a cooling-off withdrawal is therefore no longer available, except where the law says the exception did not apply (for example if the required consent or acknowledgement was missing).

We refund (or otherwise make good) in particular if: payment was taken but credentials were never made available; you were charged twice for the same order; the delivered item does not match the listing in a material way (wrong platform/game or missing a stated feature); or Dutch non-conformity rules require a remedy we cannot provide except by refund.

We do not treat a later platform ban, password lock, or ToS action — after a matching account was delivered — as an automatic ground for refund. Change the email and password immediately after delivery where the platform allows it, and do not share the credentials.

We do not offer a “lifetime warranty” or a no-questions guarantee that an account will remain usable forever.

Email [email protected] from the address used on the order, with the order number, what went wrong, and (if relevant) that you have not shared the credentials. We may ask for enough detail to investigate. We aim to decide within 14 days of a complete request.

Approved refunds are sent through the original payment method where the provider allows it. Processing time depends on Stripe and your bank. We do not automatically put a sold inventory item back on sale after a refund.

If you open a chargeback, tell us as well so we can match it to the order. Unjustified chargebacks after valid delivery of matching credentials may be treated as a dispute; we will provide the payment provider with the delivery record we have.