Refund Policy
REFUND POLICY AGREEMENT
1. Policy Application
This Refund Policy outlines the terms and conditions under which refunds and order cancellations are processed for transactions conducted on the Trade Frogs marketplace (the "Platform" or "Services"). This document is supplementary to our primary Terms of Service.
BY MAKING A PURCHASE ON THE PLATFORM, YOU EXPLICITLY AGREE TO ABIDE BY ALL STIPULATIONS CONTAINED WITHIN THIS POLICY.
2. Order Cancellation and Pre-Delivery Refunds
A. Right to Initiate Cancellation
A Buyer may cancel a purchase and receive a full refund to their Platform balance if the Seller has not accepted the sale within 30 minutes of the purchase. The purchase is not cancelled automatically when this window ends; the Buyer may choose to keep waiting. If the Seller accepts the sale but does not send the Steam trade offer within 2 hours, the sale is cancelled and the Buyer is refunded automatically.
B. Cancellation Procedure
- Initiation: To effectuate a cancellation, the Buyer must navigate to their designated "trades" interface and activate the "Cancel" function.
- Delay: The "Cancel" function becomes available 30 minutes after the purchase if the Seller has not accepted the sale by then.
- Account Credit: Upon successful cancellation, the corresponding funds will be credited immediately to the User's Platform account balance.
- Card Refund: Refunded funds stay in the Platform balance and can be used for another purchase. A Buyer who instead wants the money back on the card used for the deposit must submit a request to our support team. Card refunds are generally possible only if the deposited funds were never spent on the Platform, and cover the deposited amount credited to the balance (card processing fees paid on top of the deposit are not refunded).
- Processing Time: Users should anticipate a standard processing time of five (5) to ten (10) business days for the refund to appear in their external account.
Note on Partial Refunds: We reserve the right not to issue partial refunds for initial deposits where only a fractional amount of that deposit was utilized for a purchase.
3. Finality of Sale (Post-Delivery)
A. Irreversibility of Transfer
Once the Seller has successfully delivered the purchased item to the Buyer's Steam™ account, and the Buyer has accepted the associated trade confirmation on the Steam™ network, the transaction is irrevocably finalized.
B. No Refunds After Delivery
Due to the technical and systemic characteristics of digital asset transfers on the Steam network, Trade Frogs is unable to reverse a trade after successful delivery. Consequently, we do not offer any refunds once the item has been delivered to your Steam account.
C. Buyer Due Diligence
Buyers are strongly advised to meticulously examine the item and the corresponding trade offer details within the Steam interface before providing final acceptance.
4. Dispute Resolution and Exceptional Issues
A. Seller Non-Delivery
If the item is not delivered, the purchase amount is returned to the Buyer's Platform balance automatically (see Section 2). The Buyer may use it for another purchase or request a card refund as described in Section 2.B.
B. Incorrect Item Delivered
Should a Buyer receive an item materially different from the item purchased, the Platform's automated systems typically initiate an immediate refund without the necessity of contacting support. However, if an automatic refund is not processed, the Buyer must promptly contact our support department.
C. Item Resale
Items purchased on the Platform, whether mistakenly or otherwise, may be relisted for sale on our marketplace in accordance with standard listing guidelines and fees. A purchase that the Seller has not yet accepted can be cancelled as described in Section 2.
5. Chargebacks and Reversals
A. Requirement for Prior Contact
The User agrees, as a mandatory precondition, to contact Trade Frogs support first to attempt to resolve any dispute or issue related to a purchase before initiating a chargeback, reversal, or equivalent action with their bank or financial institution.
B. Unauthorized Chargebacks
Initiating a chargeback without fulfilling the requirement of first contacting our support and allowing us a reasonable period to resolve the issue shall be deemed an "Unauthorized Chargeback".
C. Consequences and Indemnification
Unauthorized Chargebacks may lead to the immediate suspension or permanent termination of the User's account. Furthermore, the User shall be held responsible and agrees to reimburse Trade Frogs for any and all costs, fees, or losses incurred as a direct consequence of the unauthorized action, including, but not limited to, chargeback fees, administrative expenses, processing fees, and related legal costs.
D. Legitimate Disputes
This policy does not prejudice your fundamental right to file a chargeback if a legitimate dispute remains unresolved after you have duly complied with the requirement to contact us first.
6. Contact and Policy Updates
A. Support Contact
For all inquiries regarding this Refund Policy, or to submit a dispute, please contact our support team through https://www.tradefrogs.com/ or email us at support@tradefrogs.com. You must provide your purchase order number and a detailed explanation of the issue.
B. Amendments
Trade Frogs reserves the unilateral right to amend or modify this Refund Policy at any time. Changes will be posted on the Platform and will apply only to purchases made subsequent to the updated effective date. Users are encouraged to review this document periodically.