These Cancellation and Refund Terms govern the cancellation, refund, and payment security principles applicable to products and services purchased through the ItemGold platform operated by NOVENTRA STUDIOS, LLC and VELNORA Technology & IT Industry and Trade Ltd. Co.
E-Pins, digital game codes, gift cards, in-game currency/items, digital licenses, and similar digital products, as well as services performed instantly in an electronic environment through ItemGold, are delivered electronically due to their nature.
By placing an order through ItemGold, the User declares that they have read and accepted these Cancellation and Refund Terms.
1. NATURE AND DELIVERY OF DIGITAL PRODUCTS
1.1.
Products and services offered through ItemGold, including:
- E-Pins and digital codes,
- Digital game codes,
- Gift cards and gift codes,
- In-game currency, items, and other digital assets,
- Digital licenses and activation keys,
- Digital membership and subscription codes,
- Other intangible products delivered electronically,
- Services performed instantly in an electronic environment,
are considered digital products and/or services.
1.2.
Digital products are made available to the Buyer automatically after successful completion of the payment or within the delivery period specified on the relevant product page.
Delivery may be carried out through the ItemGold user account, order page, delivery panel, in-Platform messaging system, email, or any other electronic delivery method appropriate to the nature of the relevant product.
1.3.
Delivery shall be deemed completed when the digital code or product is assigned to the Buyer's account/order page, made available for viewing, electronically transmitted to the Buyer, or transferred to the relevant game/service account.
1.4.
The Buyer is responsible for ensuring that all information required for delivery, including username, game ID, character name, server information, email address, and similar information, is accurate and complete.
ItemGold shall not be held liable for deliveries that cannot be completed or that are made to an incorrect account due to incorrect or incomplete information provided by the Buyer, to the extent that such failure is not attributable to the Platform.
2. RIGHT OF WITHDRAWAL AND REFUNDS FOR DIGITAL PRODUCTS
2.1.
Under Consumer Protection Law No. 6502 and the Regulation on Distance Contracts, agreements concerning services performed instantly in an electronic environment and intangible goods delivered instantly to the consumer fall within the exceptions to the right of withdrawal, subject to the conditions set forth under applicable legislation.
2.2.
Accordingly, to the extent permitted by applicable law, the right of withdrawal cannot be exercised after the delivery of E-Pins, digital game codes, gift cards, in-game currency/items, digital licenses, activation codes, and similar digital products, or after performance of the relevant service has commenced.
2.3.
For digital products that have already been delivered, the Buyer may not request cancellation or a refund for reasons arising from the Buyer's own preference or error, including:
- purchasing the wrong product,
- purchasing a product for the wrong game or platform,
- no longer needing the product after purchase,
- changing their mind about using the product,
- finding the product at a lower price elsewhere,
- a change in the product's price after the purchase, or
- purchasing the product by mistake.
2.4.
The fact that a digital code has not yet been used by the Buyer does not, by itself, create a right to a refund.
Once a code has been displayed to or electronically delivered to the Buyer, its confidentiality and ability to be resold may be lost. Therefore, to the extent permitted by applicable law, refunds will not be accepted after such delivery.
2.5.
By completing an order, the Buyer acknowledges that they request the delivery of the digital product to commence following payment and that they have been informed that, due to the nature of the product, the right of withdrawal may no longer be available following delivery or commencement of performance.
3. EXCEPTIONAL CIRCUMSTANCES IN WHICH A REFUND MAY BE PROVIDED
The absence of a right of withdrawal for digital products does not affect the Buyer's mandatory statutory rights where a product has not been delivered, is defective, or an error attributable to ItemGold has occurred.
Following an investigation, a refund, replacement, or redelivery may be provided in the following circumstances:
3.1. Product Not Delivered
If payment has been successfully received but the product is not delivered to the Buyer within the stated delivery period and it is determined that delivery cannot be completed, the relevant order may be cancelled and the purchase price refunded to the Buyer.
3.2. Invalid or Defective Digital Code
If a digital code is found to have been invalid, previously used, or otherwise defective at the time of delivery, ItemGold will conduct the necessary investigation.
If the investigation determines that the issue was not caused by the Buyer, depending on the nature of the product and the Buyer's statutory rights:
- a new product/code may be delivered,
- the product may be replaced with a non-defective equivalent, or
- the purchase price may be refunded.
3.3. Incorrect Product Delivered
If a product different from the one ordered is delivered due to an error attributable to ItemGold, the correct product will be delivered after the issue has been verified or, where appropriate, the purchase price will be refunded.
4. REFUND AND INVESTIGATION REQUESTS
4.1.
If the Buyer experiences an issue with a delivered digital product, the Buyer should notify ItemGold through its support system as soon as reasonably possible after discovering the issue.
4.2.
For the purpose of investigating a claim, the Buyer may be required to provide reasonable information and documentation, including:
- order number,
- error message or screenshot,
- date and time when an attempt was made to use the product,
- necessary information relating to the relevant game/platform account,
- video recording, and
- error or usage information obtained from the relevant service provider.
4.3.
For the purpose of determining whether a digital code has been used, ItemGold may contact the relevant product's authorized supplier, distributor, or service provider.
The investigation period may be extended where information must be obtained from a third-party service provider.
4.4.
If the Buyer fails to provide the information and documentation reasonably required for the investigation, claims that cannot be technically verified may not be capable of being resolved.
5. BALANCE TRANSACTIONS
5.1.
Funds added to an ItemGold account are credited to the User's account balance for the purpose of purchasing products and services available on the Platform.
5.2.
Where a digital product is purchased using account balance and the product has been delivered, the cancellation and refund provisions applicable to digital products set out above shall apply.
5.3.
To obtain a refund of balance that was added to the account and has not been spent, the Buyer may create a refund request under Wallet > My Refund Requests. A request may only be opened for the full top-up amount; partial refunds are not made. The request is evaluated taking into account whether the topped-up amount remains unspent in the wallet, whether the payment method used for the top-up supports refunds, the rules of the relevant payment service provider and applicable legislation.
If ItemGold approves the request, the amount is deducted from the wallet balance and refunded to the card or payment method used for the top-up.
5.4.
Where an order is cancelled or a refund of the order price is decided under these Terms, the refund amount is credited in full to the Buyer's ItemGold wallet balance, regardless of the payment method used for the order, and can be used immediately. Cases in which applicable legislation requires the refund to be made to the original payment instrument are reserved.
For refunds made to a card or payment method, it may take a few business days for the refunded amount to appear in the Buyer's account due to the processing times of the relevant bank, card issuer or payment service provider.
5.5.
Except where otherwise required by mandatory applicable law, balances that have been partially or fully used cannot be converted into cash or refunded.
6. PAYMENT SECURITY AND FRAUDULENT TRANSACTIONS
6.1.
Payments made through ItemGold are processed by licensed third-party payment and financial service providers contracted by the Platform.
Where supported by the relevant payment method, security measures such as 3D Secure, SMS verification, bank verification, and similar authentication methods may be applied.
6.2.
Sensitive credit or debit card information is not directly viewed or stored by ItemGold. Payment authorization, authentication, and applicable risk controls may be performed by the payment service provider and/or the relevant bank.
6.3.
Where ItemGold determines that there may be a risk of fraud, unauthorized payment, use of a stolen payment instrument, or another suspicious transaction, ItemGold may:
- request additional identity verification,
- request verification of the cardholder or payment account holder,
- temporarily place the order on hold,
- suspend delivery until the security review has been completed,
- reject the transaction, or
- cancel the order and refund the payment.
6.4.
Users may not use a payment instrument belonging to another person without authorization.
To ensure the security of transactions carried out through their account, Users are responsible for keeping their account credentials and verification codes secure and must not share them with third parties.
7. FRAUD / UNAUTHORIZED TRANSACTION NOTICES
7.1.
Where a payment is reported as having been made without the knowledge or authorization of the cardholder or account holder, ItemGold may review, in accordance with applicable law:
- order records,
- payment records,
- user account activity,
- IP and security records,
- delivery records,
- authentication records, and
- other relevant technical records.
Where necessary, such information may be shared with the relevant bank, payment service provider, and competent authorities to the extent permitted by applicable law.
7.2.
The use of 3D Secure or similar authentication methods may constitute one of the security factors considered when assessing a transaction.
However, fraud and unauthorized transaction claims shall be separately evaluated according to the circumstances of the transaction, the investigation conducted by the relevant bank/payment service provider, and applicable legislation.
7.3.
Where a digital product has been successfully delivered and delivery can be verified through system records, a subsequent fraud notification alone does not automatically create a right of withdrawal or refund in respect of that digital product.
Claims relating to unauthorized payments shall be separately evaluated in accordance with applicable law and the procedures of the relevant bank or payment service provider.
7.4.
ItemGold reserves the right to investigate transactions associated with suspected fraud or abuse, subject orders to security review, and implement appropriate account security measures in accordance with applicable law and the Platform's terms.
8. CHARGEBACK TRANSACTIONS
8.1.
Where the Buyer initiates a chargeback with their bank or payment service provider in relation to a digital product that has already been delivered, ItemGold may provide the relevant bank or payment service provider with information and documentation demonstrating the validity of the transaction and delivery.
8.2.
For this purpose, order information, payment authentication records, delivery records, and relevant technical records may be used to the extent permitted by applicable law.
8.3.
The outcome of a chargeback procedure shall be determined in accordance with the rules and procedures of the relevant bank, card scheme, and/or payment service provider.
9. ABUSE
Where ItemGold determines that refund, fraud, chargeback, or defective-product reporting mechanisms have been abused, ItemGold may take appropriate measures in accordance with applicable law and the Platform's terms and conditions.
The following conduct may be considered abuse:
- submitting false or fraudulent documents,
- knowingly making a false fraud or unauthorized transaction claim,
- claiming that a digital product was not delivered despite having received it, or
- making multiple refund or chargeback attempts in relation to the same transaction.
ItemGold reserves all rights and remedies available to it under applicable law and contractual terms in such circumstances.
10. CONTACT AND REFUND REQUESTS
Requests concerning cancellations, refunds, defective products, and payment security may be submitted through the following contact channels:
Platform: ItemGold
Website: www.itemgold.com
Email: support@itemgold.com
WhatsApp: +90 531 384 64 01 (official ItemGold support line)
Company: NOVENTRA STUDIOS, LLC
Address: Delaware, USA
Company: VELNORA Technology & IT Industry and Trade Ltd. Co.
Registered Electronic Mail (KEP): velnorateknoloji@hs01.kep.tr
Address: Güzeloba Mah., Rauf Denktaş Cad., No:57/B, Muratpaşa / Antalya, Türkiye
MERSİS No.: 0924116663500001
11. ENTRY INTO FORCE
These Cancellation and Refund Terms shall enter into force on the date they are published on the Platform.
Before completing an order, the Buyer acknowledges that they have been informed of these terms and conditions and declares that they understand and accept the nature of digital products, their method of delivery, and the circumstances in which the right of withdrawal is not available under applicable legislation following delivery or commencement of performance.
Nothing in these Cancellation and Refund Terms shall exclude, restrict, or otherwise affect any mandatory consumer rights that cannot lawfully be waived or limited by agreement.