Refund & Chargeback Policy

1. Introduction

This Refund & Chargeback Policy (hereinafter - the “Policy”) sets out the principles, conditions, and procedures under which SKYNEX LTD, a company registered in England and Wales under company number 16866353 (hereinafter - the “Company”, “we”, “us”, or “our”), operating the website https://elysiumskins.com (hereinafter the “Service”), reviews, assesses, and handles refund requests and chargeback-related issues.

The Company acknowledges the importance of consumer rights and financial security within the United Kingdom and the European Union. Due to the specific nature of digital goods, particularly in-game items (“skins”), traditional return policies cannot be directly applied.

All payments and related fund transfers are processed through third-party Payment Service Providers (“PSPs”). The Company does not directly process card payments, hold Users’ payment card details, or operate as a financial institution. Refunds and chargebacks, where applicable, are handled in accordance with the rules of the relevant PSP, applicable law, and this Policy.

This Policy is intended to balance the rights of Users with the need to ensure fairness, prevent abuse, and comply with applicable legal and regulatory requirements.

By using the Service, the User acknowledges and agrees to this Policy.

2. Scope of the Policy

2.1. This Policy applies to transactions made through the Service, subject to the rules of the relevant PSP and applicable law.

2.2. This Policy covers:

• refund requests submitted by Users;
• chargebacks initiated through banks or PSPs;
• transaction-related disputes connected with payments made through the Service.

2.3. This Policy operates together with the Company’s Terms of Service and other Company policies, including the KYC and AML Policy where relevant.

2.4. Users acknowledge that payment execution, settlement timing, and certain refund mechanics depend on third-party PSPs and financial institutions.

3. User Responsibilities

3.1. By using the Service, the User acknowledges and agrees that:

• digital goods delivered through the Service, including skins, are generally non-returnable once successfully delivered;
• they must provide accurate, complete, and truthful information when submitting a refund request or disputing a transaction;
• misuse of refund or chargeback procedures may result in account restrictions, suspension, or permanent termination;
• they should contact the Company’s support team before initiating a chargeback through a bank or PSP, where reasonably possible.

3.2. Users understand that all payments are processed through PSPs and that the Company does not function as a bank, payment institution, or card issuer.

3.3. Failure to comply with these responsibilities may result in rejection of a refund request, dispute escalation, account action, or other lawful measures.

4. Conditions for Refunds

Refunds may be considered only in limited and exceptional circumstances, subject to applicable law and the rules of the relevant PSP.

Examples may include:

• duplicate transaction - where the User was charged more than once due to a verified technical issue;
• non-delivery - where payment was completed but the purchased item was not delivered due to a confirmed system failure;
• failed or incomplete transaction - where the transaction did not complete properly and no valid delivery occurred;
• other exceptional circumstances - where the Company determines, in its reasonable discretion, that a refund review is appropriate based on the evidence provided.

Where a refund is approved, it will generally be made through the original payment method, where possible and subject to PSP procedures.

5. Chargebacks

5.1. A chargeback is a payment reversal initiated by the User through their bank, card issuer, or PSP.

5.2. The Company considers abusive, false, or unjustified chargebacks to be a violation of this Policy and the Terms of Service.

5.3. Before initiating a chargeback, Users are expected, where reasonably possible, to:

• contact the Company’s support team;
• provide sufficient details of the issue;
• allow the Company a reasonable opportunity to review and respond.

5.4. In the event of an abusive or unjustified chargeback, the Company reserves the right to:

• suspend or terminate the User’s account;
• cancel or freeze related transactions where appropriate;
• challenge the chargeback through the relevant PSP or bank procedures;
• recover administrative costs or losses where permitted by law;
• provide relevant information and evidence to PSPs, banks, fraud prevention providers, or authorities where lawfully permitted or required.

5.5. If a chargeback is found to be justified, the Company will comply with the applicable PSP or bank decision, subject to law and process requirements.

6. Refund Request Procedure

7. Cases Where Refunds Will Not Be Granted

Refunds will generally not be granted in the following circumstances:

• User error in selecting an item or entering incorrect information;
• successful delivery of the purchased digital item;
• loss of access to a Steam account or other third-party account not caused by the Company;
• changes in the market value of skins after purchase;
• violation of the Terms of Service, KYC and AML Policy, or other Company policies;
• suspected abuse, fraud, or policy circumvention;
• legal or PSP restrictions preventing a refund.

Users are encouraged to review transaction details carefully before completing a purchase.

8. Legal Framework and Compliance

9. Limitation of Liability

The Company shall not be liable for:

• failures, delays, or issues caused by third-party services, including Steam, banks, PSPs, and external infrastructure providers;
• payment processing delays or failures outside the Company’s reasonable control;
• changes in the market value of digital items;
• losses caused by force majeure events or circumstances beyond the Company’s reasonable control;
• indirect, incidental, or consequential losses, except where such limitation is prohibited by applicable law.

Users acknowledge that the Company acts as a platform intermediary and does not hold or manage User funds. The Company’s liability is therefore limited to situations directly caused by the Company’s own negligence or breach of its obligations, to the maximum extent permitted by law.

Nothing in this Policy excludes or limits mandatory statutory rights under applicable consumer protection laws.

10. Fraud Prevention Measures

The Company may use technical, procedural, and compliance measures to prevent fraud and abuse, including:

• monitoring transactions for suspicious or unusual activity;
• requesting additional verification or documentation;
• temporarily restricting accounts or transactions during review;
• refusing or reversing refund-related action where fraud or abuse is detected;
• cooperating with PSPs, fraud prevention partners, and authorities where appropriate.

These measures are intended to protect the Service and legitimate Users and will be applied in a manner the Company considers reasonable and proportionate.

11. Amendments to the Policy

The Company reserves the right to update or amend this Policy at any time in order to reflect:

• changes in applicable law or regulation;
• changes in PSP rules or procedures;
• changes in the Company’s services, operations, or internal practices.

Any updated version will be published on the Service with the updated effective date.

Users are encouraged to review this Policy periodically. Continued use of the Service after publication of an updated version constitutes the User’s acknowledgment of the revised Policy.

12. Contact Information

For refund or chargeback-related inquiries, Users may contact the Company at [email protected]