Refund & Delivery Policy
Version 2.0 · effective 29 August 2026. Part of our Terms of Service.
1. What you buy and how it is delivered
- You buy digital content: access credentials to a pre-existing game account with the items listed on the product page. Nothing is shipped physically.
- Credentials are posted in the order chat inside your TenetBuy account (Orders → Chat) and a notification is e-mailed to you.
- Delivery time: usually 1–3 hours after payment confirmation (often faster during the day), at most 24 hours. Crypto payments are confirmed after the network confirmations required by Cryptomus.
- Delivery is complete when the credentials appear in the order chat. Our system records the exact time.
2. Check and secure your account within 48 hours
- Log in with the credentials from the chat.
- Compare the account with the product description (access type, skins/items, platform, region).
- Follow the securing guide we send: change the password, replace the linked e-mail (Full Access / Mail Access products), enable two-factor authentication.
- If anything does not work or does not match, write in the order chat within 48 hours with screenshots or a short video.
Until you have secured the account, do not make in-game purchases, trades or competitive matches.
3. Your right of withdrawal (14 days) and why it ends at delivery
EU consumers may withdraw from a distance purchase within 14 days. For digital content that is delivered immediately this right ends when delivery begins, provided you asked for immediate delivery and acknowledged the loss of the right (Directive 2011/83/EU, Art. 16(m); Czech Civil Code § 1837(l)).
That is exactly what the checkout box says: “I expressly request immediate delivery of the digital content and acknowledge that I thereby lose my right of withdrawal.” We store the time, IP address and browser of your consent with the order. For card payments Stripe additionally records your acceptance of our Terms.
You can cancel free of charge at any time before delivery — just write in the order chat or to support@tenetbuy.com.
4. When we refund
| Situation | What you get |
|---|---|
| Nothing delivered within 24 hours of payment | Full refund (or delivery, your choice) |
| You cancel before the credentials are delivered | Full refund |
| Credentials do not work and you reported it within 48 hours | Replacement account of equal or higher value; full refund if we cannot replace within 48 hours of your report |
| Account materially differs from the description (e.g. fewer items than the stated minimum, wrong access type) and you reported it within 48 hours | Replacement, price reduction or full refund — your choice where the discrepancy is material |
| Duplicate payment or technical over-charge | Refund of the excess |
Your two-year statutory guarantee for non-conformity (Directive (EU) 2019/770) remains in force in every case; the 48-hour window is the period in which we can verify the original state of the account and resolve issues fastest.
5. When we do not refund
- You changed your mind after the credentials were delivered.
- The account works and matches the description; a random product delivered items within the stated range.
- You did not secure the account within 48 hours and lost access, or you forgot the credentials you set.
- You shared the account, used cheats or exploits, requested refunds from the publisher for in-game purchases, or otherwise breached the game’s rules, and the account was restricted as a result.
- Restrictions that were stated in the description (region, platform, “Not Full Access”, age of the account).
- Problems reported more than 48 hours after delivery without evidence that they existed at delivery, unless covered by the statutory guarantee.
- Card-processing and network fees when the refund results from your own cancellation.
6. How to request a refund or replacement
- Open the order chat (Orders → Chat) or e-mail support@tenetbuy.com with your order number.
- Describe the problem and attach screenshots or a short screen recording.
- We reply within 24 hours (usually much sooner) and propose a replacement or confirm the refund.
- Refunds to cards are issued through Stripe and appear on your statement within 5–10 business days depending on your bank. Crypto refunds are sent to the wallet address you provide, in the same currency, within 3 business days.
7. Chargebacks
Please talk to us before contacting your bank. A chargeback filed for an order that was delivered, without giving us a chance to help, breaches our Terms. We contest such disputes with the product description, your recorded consent, Stripe’s terms-acceptance record, the time-stamped chat transcript showing delivery, login activity and our correspondence. Unjustified chargebacks lead to suspension of the account and recovery of the amount, the dispute fee and our costs.
8. Contact
Operator: TenetBuy, a sole trader (self-employed entrepreneur) registered in the Czech Republic.
Business ID (IČO) and registered address: available on request at support@tenetbuy.com and stated on every invoice
E-mail: support@tenetbuy.com | Phone: +420 606 385 024 | Telegram: @tenet_com
Website: https://tenetbuy.com (the “Website”)