Effective Date: 03/04/2026
1. Purpose and Scope
This Refund & Chargeback Policy (the “Policy”) sets out the rules applicable to the submission, review, assessment, and resolution of refund requests and chargeback-related disputes arising from transactions made through https://skinbix.com (the “Platform” or the “Service”).
The Platform is owned and operated by DIGISKINS LTD (the “Company”, “we”, “us”, or “our”), a private limited company incorporated under the laws of England and Wales.
The Service provides a digital marketplace and related technical infrastructure through which users may obtain intangible digital goods, namely virtual in-game items for Counter-Strike 2, commonly referred to as “Skins”.
Due to the nature of digital goods, including their immediate electronic delivery, irreversible transfer, and lack of physical form, conventional return mechanisms applicable to tangible goods do not apply in the same manner.
This Policy is intended to:
- protect legitimate consumer rights;
- define the circumstances in which refunds may or may not be available;
- prevent fraud, misuse, and unjustified chargebacks;
- support compliance with applicable legal and regulatory obligations.
By accessing or using the Service, the User confirms acceptance of this Policy in full.
2. Payment Service Providers
All payments made through the Service are processed exclusively by independent third-party Payment Service Providers (“PSPs”).
The Company:
- does not operate as a payment institution;
- does not act as the merchant of record;
- does not receive, hold, store, safeguard, or otherwise control User funds;
- does not provide escrow, custodial, or wallet services.
Once a payment is initiated by the User:
- funds are transferred directly between the User and the relevant PSP;
- the Company does not obtain physical or legal possession of such funds at any stage.
Any refund decision or chargeback outcome may depend not only on this Policy, but also on:
- the contractual relationship between the User and the relevant PSP;
- the internal dispute resolution procedures of banks and PSPs;
- applicable laws, payment regulations, and mandatory rules.
3. Applicability
This Policy applies to all users of the Service worldwide, regardless of:
- nationality or country of residence;
- physical location at the time of the transaction;
- payment method used;
- transaction currency.
This Policy is intended to operate in accordance with:
- the laws of England and Wales;
- applicable consumer protection requirements of the United Kingdom;
- relevant European legal and regulatory requirements where applicable;
- generally recognized anti-fraud and payment integrity standards.
Nothing in this Policy shall be interpreted as excluding or restricting any mandatory legal rights that cannot lawfully be waived.
4. User Warranties and Responsibilities
By proceeding with any transaction through the Platform, the User represents and warrants that:
- they are legally authorized to use the selected payment method;
- they are the lawful holder of, or duly authorized user of, the relevant payment instrument;
- all information provided in connection with the transaction is accurate, complete, and current.
The User further acknowledges that:
- digital Skins are non-returnable once transferred or delivered;
- fluctuations in the value of virtual items are an inherent feature of the market;
- post-purchase dissatisfaction, regret, or change of mind does not constitute valid grounds for a refund.
The User agrees to:
- carefully verify all transaction details before confirming a purchase;
- promptly notify the Company of any suspected error, anomaly, or technical issue;
- cooperate in good faith during any review, verification, or dispute process.
Initiating a chargeback without first contacting the Company’s support team may be treated as a violation of this Policy, unless otherwise required by applicable law.
5. Cases in Which Refunds May Be Considered
Refunds may be reviewed only in limited and exceptional circumstances, including, without limitation, the following:
5.1 Duplicate Charges
Where the User was charged more than once for the same transaction due to a verified technical or system malfunction.
5.2 Confirmed Non-Delivery
Where the purchased Skin or Skins were not delivered as a direct result of a documented technical failure attributable to the Platform.
5.3 Failed or Incomplete Transactions
Where payment was initiated, but the transaction was not successfully completed and no valid delivery confirmation was generated.
5.4 Other Exceptional Circumstances
Any other situation which, in the Company’s reasonable judgment, may justify refund consideration, provided that adequate and verifiable supporting evidence is submitted.
The presence of one of the above circumstances does not automatically entitle the User to a refund. Any refund remains subject to review and, where applicable, approval by the relevant PSP.
6. Refund Processing
Where a refund is approved:
- it shall be processed solely through the original payment channel, subject to PSP rules, technical constraints, and operational requirements;
- the timeline for completion shall depend on the procedures and processing standards of the relevant PSP or financial institution.
The Company cannot:
- accelerate PSP processing times;
- override or reverse decisions made by PSPs, banks, or card issuers;
- guarantee a specific date on which refunded funds will be received.
The User acknowledges and agrees that delays caused by payment providers, card issuers, correspondent institutions, or banks are outside the Company’s reasonable control.
7. Chargebacks and Abuse Prevention
A chargeback is a unilateral payment reversal request initiated by a User through a bank, card issuer, or other financial institution.
The Company regards unjustified, abusive, or misleading chargeback activity as a serious breach of Platform rules.
Upon becoming aware of a chargeback, the Company may, where appropriate:
- dispute or contest the chargeback using relevant supporting evidence;
- suspend or limit access to the User’s account;
- restrict current or future use of the Platform and its services.
Where abuse of payment dispute mechanisms is identified, the Company reserves the right, to the extent permitted by law, to:
- recover reasonable administrative costs and losses;
- disclose relevant information to PSPs, financial institutions, regulators, or competent authorities.
8. How to Submit a Refund Request
Refund requests must be submitted exclusively through the Company’s official support channels.
A refund request should include, at a minimum:
- the relevant transaction identifier or reference number;
- proof of payment;
- a clear written explanation of the issue;
- any available supporting documentation or evidence.
The Company may request additional documents, information, or verification where reasonably necessary to assess the request and prevent fraudulent claims.
In complex matters, especially where PSP review or third-party verification is required, review timelines may exceed 14 days.
9. Situations in Which Refunds Will Not Be Granted
Refunds will not be issued in circumstances including, but not limited to, the following:
- confirmed successful delivery of the relevant digital item;
- mistakes made by the User when selecting, confirming, or purchasing an item;
- loss, suspension, restriction, or limitation of access to third-party accounts, including Steam accounts;
- changes in the market value, desirability, or pricing of virtual items after purchase;
- violation of the Platform’s rules, terms, or policies by the User;
- cases where a refund is restricted, prohibited, or unavailable under applicable law or PSP rules.
10. Legal and Regulatory Compliance
The Company seeks to operate in accordance with applicable legal and regulatory standards relating to:
- consumer protection;
- anti-fraud measures;
- anti-money laundering and related financial integrity obligations;
- payment system security and transaction monitoring.
Where required or appropriate, the Company may cooperate with:
- payment institutions and processors;
- banks and financial partners;
- regulatory authorities;
- law enforcement agencies;
- other competent bodies.
11. Limitation of Liability
To the fullest extent permitted by law, the Company shall not be liable for:
- interruptions, failures, or delays caused by third-party services or providers;
- delayed, rejected, reversed, or unsuccessful payment processing beyond its control;
- losses resulting from market fluctuations in the value of digital items;
- indirect, incidental, special, or consequential damages.
Where liability is established under applicable law, such liability shall be limited strictly to direct damages resulting from proven misconduct or fault on the part of the Company.
12. Amendments to This Policy
The Company reserves the right to amend, revise, or update this Policy at any time.
The latest version of the Policy will apply from the date it is published on the Website, unless otherwise stated.
Continued use of the Service following the publication of any revised version shall constitute acceptance of the updated Policy.
13. Company Contact Details
DIGISKINS LTD
Registration Number: 16883958
Registered Address:
167–169 Great Portland Street, Fifth Floor,
London, United Kingdom, W1W 5PF
Phone: +44 7458 148289
Email: info@skinbix.com
Website: https://skinbix.com