When Is a Buyer's Purchase Covered by KALEOZ?
- Order not received: The buyer did not receive the product or service as ordered.
- Product or service significantly differs from the listing: The buyer received a product or service that is significantly different from the description provided in the listing.
How Do I Request a Refund?
All sales are final, and refund requests will generally not be entertained unless one of the circumstances covered above occurs.
- Report the issue within 72 hours: The buyer must report the issue to KALEOZ within 72 hours of delivery of the purchased product or service.
- Provide supporting evidence: The buyer may be required to provide relevant details and proof for KALEOZ to investigate the claim.
- KALEOZ investigation: KALEOZ will review the case and determine whether the claim is valid. KALEOZ's decision shall be conclusive and final.
- Refund processing: If the claim is determined to be valid, a refund may be processed. Refunds will be made to the buyer within 14 working days, depending on the payment method used.
What Is Not Covered by KALEOZ?
KALEOZ does not provide buyer protection in the following circumstances:
- The buyer has validated and confirmed receipt of the order.
- The buyer changes their mind or experiences buyer's remorse.
- The transaction was completed outside the KALEOZ online marketplace.
- The issue is caused by changes or updates made by the official game developer or game publisher after the product or service has been successfully delivered.
- Payment disputes or chargebacks are initiated.
Confirming Your Order
Buyers should confirm receipt of their order only after verifying that the product or service received matches the product listing and is in working condition.
If the buyer does not raise any complaint, issue, or claim with KALEOZ within 72 hours of delivery, the buyer will be deemed to have accepted the purchased product or service.
Refunds will not be available for orders where payment has already been released to the seller.
Trading and Dispute Handling
All transactions are made directly between the relevant buyer and seller, to the exclusion of KALEOZ. KALEOZ does not provide after-deal administration or services.
However, KALEOZ may, at its discretion, assist the buyer or seller if a dispute arises after a transaction has been completed.
In the event of a trading dispute, buyers must respond to KALEOZ's request for information within the specified timeframe and provide sufficient evidence for validation.
Fraudulent Claims
Fraudulent or dishonest claims are not covered by KALEOZ.
KALEOZ reserves the right to take legal action and permanently suspend a buyer's account if the buyer is found to have submitted fraudulent claims.
Payment Disputes and Chargebacks
Payment disputes and chargebacks are not covered by KALEOZ.
If a payment dispute or chargeback occurs, KALEOZ may halt its investigation, and any related refund request or other claim will not be entertained.
Important Note
Buyer protection is provided based on the applicable KALEOZ policies and verification requirements. This protection is not a warranty or guarantee for the products or services sold on the marketplace.