Refund & Buyer Protection Policy

Last updated: July 7, 2026

1. Overview

PulseGG is a marketplace for digital goods only — including gaming accounts, gift cards, subscriptions, in-game items, and related products. Because these products are delivered electronically, there are no physical shipments and no traditional "returns" in the mail.

All eligible purchases are protected by our Buyer Protection program. When you buy on PulseGG, your payment is held in escrow until you confirm receipt or the order is otherwise resolved. Sellers are not paid until escrow is released. This policy explains when refunds are available, how disputes work, and what responsibilities buyers and sellers have.

This policy supplements our Terms of Service and Safety Center. In case of conflict, the Terms of Service govern.

2. Buyer Protection & Escrow

Buyer Protection applies to purchases completed on PulseGG using your Platform wallet. When you place an order:

  • The order amount is deducted from your wallet and held in escrow (shown as Escrow: held on your order page).
  • Funds remain in escrow while the seller fulfills the order and until you confirm delivery, a dispute is resolved, or the order is cancelled or refunded.
  • Sellers cannot withdraw escrowed funds until escrow is released to them after a successful completion or dispute resolution in their favor.
  • After escrow release, seller payouts may be subject to an additional fund hold period based on seller trust level before becoming available for withdrawal. This hold protects buyers and does not affect your refund eligibility during the active order window.

Never pay sellers outside PulseGG. Transactions conducted off-platform are not covered by Buyer Protection.

3. When You Are Eligible for a Refund

All sales on PulseGG are considered final once an order is completed and escrow has been released, except where Buyer Protection applies. You may be eligible for a full or partial refund when:

  • Non-delivery: The seller fails to deliver the item within the stated delivery time shown on the listing, and does not resolve the issue with you.
  • Not as described: The delivered item materially differs from the listing description (wrong game, wrong region, missing features, incorrect credentials, etc.).
  • Non-functional / defective: The delivered digital product does not work as reasonably expected at the time of delivery (e.g., invalid code, inaccessible account, credentials that do not log in).
  • Seller cancellation: The seller rejects or cancels a pending or in-progress order. In this case, escrow is automatically refunded to your wallet.
  • Dispute resolution: PulseGG admin resolves a dispute in your favor, including partial refunds where appropriate.

To remain eligible, you must report the issue and, where applicable, open a dispute before confirming receipt or before the 72-hour auto-confirmation window expires (see Section 6).

4. How to Request a Refund

Follow these steps when you encounter a problem with your order:

  1. Contact the seller first. Use the order chat on your order page to describe the issue clearly and allow a reasonable opportunity for the seller to fix it.
  2. Do not confirm receipt if there is a problem. Confirming receipt releases escrow to the seller and indicates you accept the delivery.
  3. Open a dispute if the issue is not resolved. From your order page, click Open Dispute, provide a reason and detailed description, and upload supporting evidence (screenshots, error messages, etc.) where available.
  4. Cooperate with review. Respond to messages from the seller and PulseGG support. Disputes are reviewed by our team; you can track status in the Dispute Center.

Disputes can be opened while an order is In Progress or Delivered, as long as escrow is still held and no dispute already exists for that order.

5. Dispute Process

When you open a dispute:

  • The order status changes to Disputed and escrow remains held.
  • The seller is notified and may respond through the dispute thread.
  • PulseGG administrators review the case, including order chat, dispute messages, and uploaded evidence.
  • Admin resolution outcomes may include: full refund to buyer, release of funds to seller, or a partial refund to buyer with the remainder released to the seller.
  • Once resolved, the order chat is closed and the dispute is marked as resolved.

Keep all communication on PulseGG. Messages and evidence submitted through the Platform are used to evaluate disputes. Off-platform communication cannot be verified and may not be considered.

PulseGG's decision on escrow release for platform purposes is final. We aim to review disputes promptly; complex cases may require additional time to gather information from both parties.

6. Timelines & Auto-Confirmation

The following timelines apply to Buyer Protection:

  • Delivery window: Sellers must deliver within the delivery time stated on the listing. If delivery is late or missing, contact the seller and open a dispute if needed.
  • Buyer confirmation: After the seller marks an order as delivered, you should verify the item promptly. If everything is correct, click Confirm Receipt on your order page to release escrow to the seller.
  • 72-hour auto-confirmation: If you do not confirm receipt or open a dispute within 72 hours after the seller marks the order as delivered, the system may automatically confirm the order on your behalf. Escrow is then released to the seller and the order is marked completed. No refund is available after auto-confirmation or manual confirmationexcept where required by law or at PulseGG's sole discretion in cases of proven fraud.
  • Dispute pause: Opening a dispute while escrow is held pauses completion and keeps funds in escrow until the dispute is resolved.
  • Seller fund hold: After escrow is released to a seller, their payout may be placed on hold for a variable period (based on seller trust) before becoming withdrawable. This is separate from buyer escrow protection.

7. Non-Refundable Cases

Refunds are not provided when:

  • Buyer remorse: You changed your mind, ordered by mistake, or no longer want the item — provided it was delivered as described and working.
  • Confirmed or auto-confirmed orders: You manually confirmed receipt, or the 72-hour auto-confirmation period expired without a dispute.
  • Post-completion issues:Problems arising after order completion that are outside the seller's control, including game publisher bans, account recoveries by original owners, policy changes by game developers, or server shutdowns — unless the listing materially misrepresented the item's status.
  • Buyer-side requirements: The product works as described but your device, account, region, or setup does not meet stated requirements in the listing.
  • Off-platform deals: Payment or delivery arranged outside PulseGG.
  • Fraudulent claims: False or abusive dispute claims. Accounts making fraudulent claims may be suspended.
  • Chargebacks: See Section 9.

8. Buyer & Seller Responsibilities

Buyer responsibilities

  • Read listing descriptions carefully before purchasing.
  • Verify delivery promptly after the seller marks the order as delivered.
  • Do not confirm receipt until you have verified the item works and matches the listing.
  • Report issues and open disputes within the protection window (before confirmation or 72-hour auto-confirm).
  • Provide accurate, honest information and legitimate evidence in disputes.
  • Keep all transaction communication on PulseGG.
  • Maintain sufficient wallet balance to complete purchases; wallet top-ups are separate from order refunds.

Seller responsibilities

  • Deliver items exactly as described in the listing within the stated delivery time.
  • Respond promptly to buyer messages and dispute notifications.
  • Provide working credentials, codes, or access as advertised.
  • Not request off-platform payment or completion of transactions outside PulseGG.
  • Accept that rejected or cancelled orders result in automatic escrow refund to the buyer.
  • Cooperate with dispute investigations and admin decisions.

9. Refund Method & Chargebacks

How refunds are issued

Approved order refunds are credited to your PulseGG wallet as an escrow refund. Wallet funds can be used for future purchases on the Platform. Refunds for completed orders are not automatically returned to your original payment method (card, PayPal, or crypto used to fund your wallet).

Wallet deposits and withdrawals are governed by separate wallet and payout policies. If you need assistance with wallet withdrawals after receiving a refund, visit your Wallet page or contact support.

Chargebacks & payment disputes

If you initiate a chargeback or payment dispute with your bank or payment provider instead of using PulseGG's dispute process, we may suspend investigation of your refund request and restrict your account until the external dispute is resolved. Chargebacks on valid completed transactions may result in account suspension and recovery of funds where permitted by law.

Always use the in-platform dispute process first. It is faster, keeps escrow protected, and preserves evidence from order chat.

10. Contact & Support

For questions about this policy or help with an order: