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POOSTORE REFUNDS, RETURNS AND CANCELLATIONS POLICY

Last Updated: September 2, 2026

This Refunds, Returns and Cancellations Policy (hereinafter, the “Refund Policy”) governs requests related to purchases made through PooStore.

The services are operated by:

  • Poostorelatam LLC

A Limited Liability Company organized in the State of Wyoming, United States Address: 30 N Gould St, Ste N, Sheridan, WY 82801, United States Phone: +1 (307) 218-8655 Email: contact@poostorelatam.com Website: www.poostorelatam.com This Policy forms part of PooStore’s Terms and Conditions of Use and Purchase and shall be interpreted together with them.

By making a purchase, the customer acknowledges the digital nature of the products sold by PooStore and accepts the conditions set forth below.

1. NATURE OF DIGITAL PRODUCTS

PooStore primarily sells digital products related to video games and digital platforms, including, among others:

  • virtual currencies;
  • diamonds;
  • credits;
  • points;
  • CP;
  • passes;
  • memberships;
  • top-ups using an ID or UID;
  • internal top-ups;
  • digital codes;
  • gift cards;
  • prepaid cards;
  • and other digital products.

Unlike physical products, many digital products cannot be recovered, withdrawn, reused, or resold once delivered.

For this reason, a digital transaction that has been correctly processed and delivered will generally be final and non-refundable, except where otherwise provided by this Policy or applicable law.

2. ORDER STATUS

To determine whether a purchase may be canceled or refunded, PooStore may consider the status of the transaction.

An order may, among other possibilities, have one of the following statuses:

  • Pending Payment: Payment has not yet been confirmed.

Payment Received: Payment has been confirmed, but processing of the product has not yet begun.

Processing: The order has already been submitted, reserved, requested, or is being handled through our systems or providers.

Completed: The product has been delivered, credited, sent, revealed, activated, or consumed.

Canceled: The transaction will not be processed.

The fact that the customer does not yet see the product in their account does not necessarily mean that the order has not been processed. PooStore may first verify the status of the transaction through its systems, providers, or distributors.

3. CANCELLATIONS BEFORE PROCESSING

When a customer requests cancellation of an order before processing has begun, PooStore may cancel the transaction and process the corresponding refund.

The customer should contact PooStore as soon as possible.

Because certain top-ups may be processed automatically or within a few seconds, PooStore does not guarantee that a cancellation request can be received and handled before delivery has begun.

Once processing has started, the possibility of cancellation will depend on whether the product can technically be stopped or recovered.

4. DIGITAL PRODUCTS ALREADY DELIVERED

Once a top-up, virtual currency, or digital product has been correctly:

  • credited;
  • sent;
  • delivered;
  • activated;
  • revealed;
  • used;
  • or added to the account specified by the customer,
  • the transaction shall be considered completed.

Correctly completed transactions cannot be canceled or refunded solely because the customer changed their mind, unless applicable law provides otherwise.

This is because PooStore generally incurs the corresponding cost with its providers and, due to the nature of the product, it may be impossible to recover a digital delivery once completed.

5. INCORRECT ID, UID, OR ACCOUNT

The customer is responsible for correctly providing all information necessary to process a top-up.

This may include:

  • ID;
  • UID;
  • player name;
  • server;
  • region;
  • platform;
  • country;
  • email address;
  • destination account;
  • or any other required information.

Before making a purchase, the customer must carefully review this information.

If PooStore correctly processes a transaction using exactly the information provided by the customer and the product is credited to the wrong account as a result of an error made by the customer, the transaction will not be eligible for a refund or replacement delivery, unless the product can technically be recovered or applicable law provides otherwise.

PooStore may attempt to assist the customer and coordinate with the relevant provider, but does not guarantee that a digital top-up that has already been credited can be recovered, transferred, or reversed.

6. INCORRECT SERVER, COUNTRY, OR REGION

Certain products only work in specific regions, servers, countries, or account types.

It is the customer’s responsibility to verify compatibility before making a purchase.

If the product was correctly delivered according to the information selected by the customer but cannot be used due to:

  • incorrect region;
  • incorrect server;
  • incorrect country;
  • incompatible account;
  • regional settings;
  • platform restrictions;
  • or any other condition that was reasonably disclosed before purchase,
  • the transaction will generally not be refundable.

7. TOP-UP SHOWN AS DELIVERED BUT NOT VISIBLE TO THE CUSTOMER

When a customer reports that a top-up does not appear in their account, PooStore will investigate the transaction.

Information that may be requested includes:

  • order number;
  • ID or UID;
  • screenshots;
  • purchase history;
  • in-game currency history;
  • date and time of the transaction;
  • or any other evidence reasonably necessary.

PooStore may verify the transaction through its systems, distributors, or providers.

If it is confirmed that the top-up was not delivered, PooStore may:

  • reprocess the transaction;
  • deliver the product originally purchased;
  • offer an equivalent alternative with the customer’s authorization; or
  • issue the corresponding refund.

If it is confirmed that the product was correctly credited to the account specified at the time of purchase, the transaction shall be considered completed.

8. ERRORS ATTRIBUTABLE TO POOSTORE

When PooStore makes a verifiable error in a transaction, the customer shall be entitled to a reasonable remedy.

This may include situations where PooStore:

  • delivers a different quantity than the one purchased;
  • delivers a different product;
  • processes a transaction using information different from that provided by the customer;
  • charges for an order that ultimately cannot be supplied;
  • or makes another error directly attributable to PooStore.
  • Depending on the circumstances, PooStore may:
  • correct the transaction;
  • provide the missing amount;
  • replace the product;
  • provide an equivalent product with the customer’s consent;
  • provide store credit with the customer’s consent;
  • or issue a full or partial refund.

9. OUT-OF-STOCK OR UNAVAILABLE PRODUCTS

The availability of certain products depends on providers, distributors, video games, and external platforms.

If, after receiving payment, PooStore determines that a product cannot be supplied, it may offer the customer the option to:

  • wait until the product becomes available again;
  • select an equivalent product;
  • receive PooStore balance or store credit, if accepted by the customer;
  • or receive the corresponding refund.

PooStore will not require the customer to accept store credit instead of a refund when the transaction could not be delivered, unless another legally valid remedy applies.

10. DELAYED ORDERS

Processing times published by PooStore are generally estimates.

A delay alone does not mean that a transaction has failed and does not automatically create a right to a refund.

Delays may occur due to:

  • maintenance;
  • high demand;
  • payment review;
  • anti-fraud checks;
  • requests for additional information;
  • temporary lack of inventory;
  • provider failures;
  • video game maintenance;
  • server issues;
  • Internet interruptions;
  • platform restrictions;
  • or circumstances beyond PooStore’s reasonable control.

When a transaction remains pending for a significant period of time and can still be canceled, PooStore may offer the customer the option to continue waiting or request cancellation.

If the product has already been processed in an irreversible manner, it may not be canceled solely because of the time required to complete it.

11. GIFT CARDS, PREPAID CARDS, AND DIGITAL CODES

Before purchasing a gift card, prepaid card, or digital code, the customer must verify:

  • platform;
  • region;
  • currency;
  • country;
  • denomination;
  • compatibility;
  • and any requirements shown in the product description.

Once a valid code has been delivered or revealed, it cannot be returned solely because the customer changed their mind, purchased the wrong region, or later determines that their account is incompatible.

If the customer reports that a code is invalid or appears to have been previously used, PooStore may investigate the matter with the relevant provider.

The customer may be required to provide sufficient evidence for such investigation.

If the provider confirms that the code had an issue prior to delivery to the customer, PooStore may replace the code or issue the corresponding refund.

If the investigation shows that the code was valid at the time of delivery or that it was subsequently used, no refund will be issued.

12. INTERNAL TOP-UPS

Certain products may require an internal top-up or temporary account access authorized by the customer.

Once an internal top-up has been correctly completed, the transaction shall be considered final.

PooStore shall not be responsible when the transaction cannot be completed due to:

  • incorrect credentials;
  • incomplete authentication;
  • security codes not provided;
  • access restrictions;
  • account restrictions;
  • lack of response from the customer;
  • or incorrect information provided by the customer.

When these circumstances permanently prevent the order from being processed and PooStore has not incurred an irreversible cost, the transaction may be canceled and refunded.

13. DUPLICATE PURCHASES

If the customer accidentally places two identical orders, they should contact PooStore immediately.

If one of the duplicate transactions has not yet been processed, it may be canceled and refunded.

If both transactions have been correctly delivered, the possibility of reversal will depend on whether either transaction can technically be recovered.

Due to the nature of digital top-ups, PooStore does not guarantee a refund for a duplicate transaction that has already been correctly credited.

14. DUPLICATE CHARGES

When there is a verifiable duplicate charge for a single order and PooStore has received both payments, the additional amount charged may be refunded.

PooStore may request information necessary to verify both transactions.

If the apparent duplicate charge is only a pending authorization, temporary hold, or internal action by the bank or processor, and PooStore received only one payment, the customer must wait for the corresponding financial institution to release the amount.

15. INCORRECT PAYMENT AMOUNT

When a customer sends an amount different from the amount required for the order, PooStore may temporarily place the transaction on hold.

If the amount is insufficient, the customer may be asked to pay the difference.

If the amount exceeds the required amount and PooStore actually received the excess funds, the excess amount may be refunded or another solution may be agreed upon with the customer.

Fees charged exclusively by banks, blockchain networks, processors, or other external intermediaries may not form part of the amount actually received by PooStore.

16. PRICE CHANGES AFTER PURCHASE

Digital product prices may change frequently.

A price reduction, subsequent promotion, change in exchange rate, or new offer occurring after a correctly completed purchase does not create a right to receive the difference or cancel the transaction.

Likewise, PooStore will not retroactively increase the price of a transaction that has already been correctly confirmed and paid, except where an obvious error is detected before processing.

17. PROMOTIONS, BONUSES, AND EVENTS

Promotions offered by video games, developers, or providers may be subject to:

  • dates;
  • regions;
  • eligible accounts;
  • limits;
  • inventory;
  • availability;
  • and requirements established by third parties.

PooStore cannot guarantee an external promotion when the customer’s account is not eligible or the provider has modified or ended the promotion.

When PooStore has clearly disclosed the requirements before purchase and the primary top-up has been correctly delivered, failure to receive an external bonus does not automatically create a right to a refund.

When failure to receive the promotion is directly attributable to an error by PooStore, a reasonable solution will be sought.

18. BLOCKED, SUSPENDED, OR RESTRICTED ACCOUNTS

PooStore does not control decisions made by developers or platforms regarding user accounts.

A correctly processed purchase will not be refundable solely because, before or after the transaction:

  • the video game suspends an account;
  • the platform blocks the user;
  • the user loses access;
  • a regional restriction applies;
  • the account is deleted;
  • or the provider changes its rules.

This will not apply when the problem was directly caused by a verifiable failure by PooStore.

19. CHANGE OF MIND OR PURCHASE OF THE WRONG PRODUCT

Due to the nature of digital products, PooStore cannot guarantee cancellations after processing has begun.

Situations such as:

  • “I no longer want it”;
  • “I changed my mind”;
  • “I bought the wrong package”;
  • “I wanted a different game”;
  • “I selected the wrong amount”;
  • or similar reasons
  • may qualify for cancellation only if processing of the order has not yet begun.

20. UNAUTHORIZED PAYMENTS

The user represents that they are authorized to use the payment method used for the purchase.

If a person believes that their payment method was used without authorization, they must notify PooStore as soon as possible.

If PooStore receives such notice before delivery, it may stop or cancel the transaction while investigating the matter.

If the product has already been delivered, PooStore may investigate the transaction and provide relevant information to the bank, issuer, payment processor, or appropriate authority where legally permitted.

Nothing in this Policy limits any rights of the holder of a payment method that cannot be waived under applicable law or payment network rules.

21. CHARGEBACKS, REVERSALS, AND PAYMENT DISPUTES

When a customer experiences an issue with a purchase, PooStore recommends contacting our support team first in an effort to resolve the matter directly.

This recommendation does not limit any legal right the customer may have to submit a legitimate dispute to their bank, card issuer, or payment processor.

PooStore may defend a transaction against a chargeback or dispute when there is evidence that:

  • the payment was authorized;
  • the product was correctly delivered;
  • the information used was provided by the customer;
  • the transaction was processed as requested;
  • or the claim does not meet the conditions for a refund.

PooStore may provide the bank, payment processor, or issuer with evidence reasonably necessary to investigate the transaction.

Fraudulent chargebacks, deliberately false claims, or repeated abuse of the dispute process may result in restrictions on future transactions or on the user’s account.

PooStore will not penalize a user merely for legitimately exercising a dispute right recognized by applicable law.

22. PAYMENTS SUBJECT TO VERIFICATION OR FRAUD PREVENTION

PooStore may temporarily place an order under review when there are reasonable indicators of:

  • fraud;
  • unauthorized payment;
  • inconsistent information;
  • manipulated payment receipts;
  • chargeback risk;
  • regulatory non-compliance;
  • or a need to verify identity or ownership of the payment method.
  • During this process, the transaction may remain suspended.

If PooStore decides not to accept a transaction that has not yet been delivered, the order will be canceled and the funds handled in accordance with the payment method and applicable legal obligations.

23. FALSE OR MANIPULATED PAYMENT RECEIPTS

Submitting a screenshot, reference number, or payment receipt does not by itself constitute confirmation of payment.

PooStore may verify that the funds have actually been received.

The deliberate submission of:

  • falsified payment receipts;
  • references belonging to other transactions;
  • nonexistent transfers;
  • altered information;
  • or fraudulent documentation

may result in cancellation of the transaction and restriction of the account, without prejudice to any other action that may legally apply.

24. PARTIAL REFUNDS

When only part of a transaction cannot be delivered or there is a verifiable discrepancy in the quantity supplied, PooStore may:

  • provide the missing amount;
  • replace it with an equivalent product with the customer’s consent;
  • or issue a proportional refund.

The appropriate remedy will be determined based on the status of the transaction and technical availability.

25. POOSTORE CREDIT OR ACCOUNT BALANCE

When a refund is appropriate, PooStore may offer the customer the option of receiving store credit or account balance for a future purchase.

Acceptance of store credit is voluntary, except where a legally valid rule or specific condition provides otherwise.

When the customer is entitled to a refund under this Policy, they will not be required to accept store credit solely for PooStore’s convenience.

26. REFUND METHOD

Whenever reasonably possible, refunds will be issued using the original payment method.

For security and fraud prevention purposes, PooStore may require that the refund be sent to the same account holder, account, wallet, or payment method originally used for the payment.

When the original payment method does not technically permit a direct refund, PooStore may request additional information from the customer in order to arrange an alternative refund method.

PooStore may verify in advance that the account, wallet, or alternative method provided belongs to the legitimate holder of the transaction or to a duly authorized person.

PooStore shall not be responsible for delays resulting from the failure to provide information necessary to complete a refund.

27. PAYMENTS IN VENEZUELAN BOLÍVARES AND CURRENCY CONVERSION

When a payment has been made in Venezuelan bolívares and a refund is due, as a general rule PooStore will refund the amount actually received in Venezuelan bolívares for the transaction, unless applicable law or the particular circumstances require a different calculation.

A subsequent change in the exchange rate does not, by itself, result in a retroactive increase or reduction in the refund obligation.

The purpose of the refund is to restore the transaction actually made and does not constitute a purchase or sale of foreign currency.

28. PAYMENTS IN CRYPTOCURRENCIES OR DIGITAL ASSETS

When a transaction has been paid using a digital asset accepted by PooStore, the refund may be made using the same asset where legally and technically possible.

The customer shall be responsible for correctly providing any address, account, or network required to receive the funds.

PooStore may request confirmation of such information before issuing the refund.

Network fees charged by third parties may affect the amount ultimately received and are outside PooStore’s control, except where such fees must be borne by the Company under applicable law or the specific circumstances of the transaction.

PooStore shall not be responsible for funds correctly sent to an incorrect address or network provided by the customer.

29. THIRD-PARTY FEES

Banks, card issuers, processors, wallets, exchanges, blockchain networks, and other providers may charge independent fees.

When PooStore issues a refund for the amount it actually received, it does not guarantee reimbursement of fees that were withheld directly by third parties and were never received by PooStore.

This will not apply where mandatory law requires such charges to be refunded.

30. TIME FRAME FOR PROCESSING REFUNDS

Once a refund request has been reviewed and approved, PooStore will endeavor to process and initiate the refund within a maximum of five (5) business days.

In most cases, PooStore may process the refund in less time; however, the five (5) business-day period allows for administrative, financial, and security checks that may be necessary in exceptional circumstances.

The period stated above refers to the time required for PooStore to process or issue the refund, and not necessarily the time when the funds will become available in the customer’s account.

Once the refund has been issued, any additional time required for the funds to be credited may depend on the:

  • bank;
  • card issuer;
  • payment processor;
  • digital wallet;
  • exchange;
  • blockchain network;
  • country;
  • payment method;
  • or other intermediary.

PooStore does not control the internal crediting times of such third parties after the refund has been correctly processed.

Where necessary, the customer may request confirmation or proof from PooStore that the refund has been processed.

31. INFORMATION REQUIRED TO REQUEST A REVIEW

To investigate a transaction, PooStore may request:

  • order number;
  • account name or email address;
  • ID or UID;
  • purchase date;
  • product purchased;
  • payment receipt;
  • screenshots;
  • relevant history;
  • and a description of the issue.

Depending on the circumstances, additional evidence reasonably necessary may be requested.

All information and documentation provided must be authentic and unaltered.

32. FAILURE OF THE CUSTOMER TO RESPOND OR COOPERATE

For certain transactions, PooStore may require additional information in order to:

  • complete a top-up;
  • verify a payment;
  • correct information;
  • investigate a claim;
  • confirm information;
  • or issue a refund.

If the customer does not provide the requested information, PooStore may keep the transaction or claim on hold until the necessary information is received.

The customer’s failure to respond does not require PooStore to process a transaction or resolve a claim using insufficient information.

33. ABUSE OF THE REFUND POLICY

PooStore may take reasonable action when it detects patterns of:

  • fraudulent refund requests;
  • deliberately false claims;
  • alteration of evidence;
  • multiple accounts used to obtain refunds;
  • abuse of promotions;
  • fraudulent chargebacks;

or any attempt to retain the digital product while simultaneously obtaining a refund.

Such measures may include:

  • additional reviews;
  • requests for verification;
  • limitations on certain transactions;
  • restrictions on payment methods;
  • or account suspension.

Nothing in this section shall prevent a customer from making a legitimate claim.

34. THIRD-PARTY PROVIDERS, DISTRIBUTORS, AND PLATFORMS

PooStore may use external providers or distributors to complete certain orders.

When a claim is submitted, PooStore may need to confirm the status of the transaction with such providers before approving a return, replacement, or refund.

The time required to obtain this information may vary.

PooStore shall not be required to disclose confidential commercial information relating to:

  • the identity of certain providers;
  • acquisition costs;
  • internal systems;
  • sourcing methods;
  • fraud prevention criteria;
  • or internal business processes,
  • unless applicable law expressly requires such disclosure.

35. CONSUMER RIGHTS

This Policy is not intended to exclude, limit, or eliminate consumer rights that cannot legally be waived.

Where mandatory law applicable to a consumer grants a right to a return, refund, cancellation, or dispute that conflicts with any provision of this Policy, such law shall prevail only to the extent required by law.

Nothing in this Policy shall be interpreted as an advance waiver of rights that cannot legally be waived.

36. RELATIONSHIP WITH THE TERMS AND CONDITIONS

This Policy forms an integral part of PooStore’s Terms and Conditions of Use and Purchase.

The Terms and Conditions establish the general rules applicable to purchases and use of the services, while this Policy specifically addresses procedures and conditions relating to:

  • cancellations;
  • returns;
  • claims;
  • refunds;
  • delivery errors;
  • and similar situations.
  • Both documents shall be interpreted together and in a consistent manner.

37. CHANGES TO THIS POLICY

Poostorelatam LLC may modify this Policy when necessary as a result of:

  • changes to its products;
  • new payment methods;
  • provider requirements;
  • regulatory changes;
  • changes to distribution systems;
  • new fraud prevention measures;
  • or improvements to its procedures.

The current version will be published at www.poostorelatam.com together with the date of its latest update.

Changes will not retroactively modify a transaction that has already been completed where doing so would adversely affect acquired rights or violate applicable law.

38. CONTACT

Requests for review, cancellation, or refund must be submitted through PooStore’s official channels.

Poostorelatam LLC 30 N Gould St, Ste N Sheridan, WY 82801 United States Phone: +1 (307) 218-8655 Email: contact@poostorelatam.com Website: www.poostorelatam.com The customer must provide sufficient information to identify the corresponding transaction.

IMPORTANT SUMMARY FOR CUSTOMERS

Before making a payment, carefully verify the video game, product, quantity, ID or UID, server, region, platform, and destination account.

A correctly delivered top-up or digital product generally cannot be reversed or refunded.

If PooStore is unable to deliver the product or makes a verifiable error, we will investigate the transaction and, as appropriate, correct the delivery, offer an alternative with your consent, or issue the corresponding refund.

Errors entered by the customer that result in correct delivery to the information provided will generally not be refundable.

Approved refunds will be processed by PooStore within a maximum of five (5) business days. The bank, processor, wallet, or other intermediary may require additional time for the funds to appear.

Nothing in this Policy eliminates consumer rights that cannot legally be excluded or limited.