Refund Policy

1. When we refund

• The service was not delivered due to technical reasons on our side.
• The digital goods were not delivered to the recipient within 24 hours after payment confirmation.
• You were charged twice for one order because of a technical error.
• The order is paid but cannot be fulfilled and cannot be redirected to another recipient.

We refund the amount actually paid. If part of the order was covered by the referral balance, that part returns to the referral balance and the money part goes back to the payment details used.

2. When we do not refund

• The digital goods were delivered: Stars credited, subscription activated, Steam wallet topped up, gift sent, cheque activated.
• The goods were delivered to the details you provided, but the recipient was not the one you had in mind. A mistake in the recipient details is not a ground for a refund; re-delivery is possible at your expense.
• Fulfilment failed for reasons beyond our control: Telegram or Steam restrictions on the recipient account, issuing bank refusal.
• The request was submitted after the deadline in section 6.
• The request concerns bonuses and referral programme rewards — they are not paid out in money.

If delivery failed because of the recipient details (account not found, gifts disabled, Steam login does not exist), the order stays paid: you can set another recipient in the order card at no extra cost. If that is impossible, we refund under section 1.

3. How to request a refund

• Contact support @heIIo_stars or write to hello@enot.gg.
• Provide the order number, payment date and amount, payment method and a description of the problem.
• We do not ask for identity documents. We may verify that the order and the payment belong to you — for example, ask for the payment receipt or confirmation from the account that placed the order.
• We review the request within 72 hours.
• Once approved, the money returns to the payment details used, within 10 business days. The actual crediting time depends on the payment provider and the issuing bank.

With your agreement we can fulfil the order again or credit the amount to your balance instead of refunding it.

4. Line-specific rules

• Telegram Stars: the obligation is fulfilled once credited to the specified account.
• Telegram Premium: the obligation is fulfilled once the subscription is activated. Early termination by Telegram or by the user is not refundable.
• Steam top-up: the obligation is fulfilled once the funds are credited to the specified login’s wallet. Valve sets the rules for spending them.
• Gifts: the obligation is fulfilled once the gift is sent. If Telegram rejects the caption under its moderation rules, the gift is sent without a caption — this is not a ground for a refund.
• Cheques: while a cheque has not been activated by its recipient, support can cancel it and refund the payment. An activated cheque is not refundable.

5. Telegram Stars buy-back

Buy-back works in reverse: you transfer Stars to us and receive a payout.

• Until the payout is made you may cancel the operation — the Stars are returned by the same route they were received.
• If the operation fails verification, we may decline the buy-back and return the Stars without a payout.
• If Telegram reverses the original payment behind those Stars, the payout is cancelled and, where abuse is established, access to the Service is restricted.
• A payout sent to details you entered incorrectly cannot be recovered by us — contact your bank or the payment system operator.

6. Deadline for requests

Refund requests are accepted within 14 calendar days from the payment date. After that we do not refund, except where the law expressly requires it.

7. Chargebacks and disputes

• Before opening a dispute with your bank or payment system, contact support — most cases are resolved faster than a chargeback.
• Initiating a chargeback after actually receiving the digital goods is unfair: we will provide the payment provider with proof of delivery.
• While a dispute is pending, access to the Service and unfinished payouts may be suspended.

8. Details and contacts

• ТОО «QDEMY», БИН 180940009586.
• Address: 010000, Республика Казахстан, г. Астана, район Есиль, пр. Қабанбай батыр, д. 53.
• Support: @heIIo_stars · hello@enot.gg.