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Refund Policy

Last updated: May 23, 2026

1. Overview

Hydra Gameshop deals exclusively in digital goods — including in-game diamonds, UC, passes, and other virtual currencies. Due to the instant and irreversible nature of digital deliveries, we maintain a strict but fair policy to protect both our customers and the integrity of our platform.

Please read this refund policy carefully before making a purchase. By completing a transaction on our platform, you acknowledge that you have read, understood, and agree to the terms outlined below.

2. Non-Refundable Transactions

The following transactions are NOT eligible for refunds under any circumstances:

  • Successfully delivered top-ups — diamonds, UC, or other items that have been credited to the correct Player ID.
  • Incorrect Player ID — orders where the user provided a wrong or invalid Player ID at the time of purchase.
  • In-game bans or suspensions — account restrictions or bans imposed by the game publisher (e.g., Garena, Krafton, Moonton) are outside our control.
  • Change of mind — requests to reverse a purchase simply because you no longer want the items.
  • Price changes after purchase — fluctuations in pricing after your order has been completed.

3. Refund-Eligible Scenarios

We are committed to fairness. We WILL process a refund if any of the following situations occur:

  • ❌Order failed — your payment was deducted but the top-up was not delivered due to a server error on our end.
  • 🔄Duplicate charge — you were charged twice for the same order due to a system glitch.
  • ⚠️Wrong amount delivered — fewer items were delivered than the quantity you paid for.
  • 🛑Service outage — our system or the game server was down and the order could not be processed at all.

4. How Refunds Work

  • Approved refunds are credited to your Hydra Wallet (not back to your original payment method) for instant availability.
  • Wallet balance can be used immediately for any future purchase on Hydra Gameshop — no waiting period.
  • In exceptional cases (e.g., duplicate charges), we may process a refund directly to your original payment method (bKash, Nagad, Rocket, or Upay) upon request.

5. How to Request a Refund

If you believe you are eligible for a refund, please follow these steps:

  1. Note your Order ID from your Orders page.
  2. Contact us via WhatsApp (fastest) or email at [email protected].
  3. Provide the following details:
    • Order ID
    • Player ID used during purchase
    • Payment method (bKash / Nagad / Rocket / Upay)
    • Brief description of the issue
  4. Our support team will investigate your case and respond within 2–4 hours during business hours.

6. Processing Time

  • Wallet refunds: Instant to 30 minutes after approval.
  • Payment method refunds: 3–7 business days, depending on your bank or mobile financial service provider.

7. Contact Us

Have questions about a refund or need assistance? Reach out to us through any of these channels:

  • WhatsApp: Available via the support button on our website (fastest response).
  • Email: [email protected]
  • Business Hours: 10 AM – 12 AM BST, 7 days a week.