Full Refund Guarantee Support Program

Overview

To protect buyers, TUS offers a Full Refund Guarantee (the “Program”) under specific conditions. This applies to digital goods such as online arcade coins, codes, and in-game items. Refunds are generally processed in the original payment currency and amount.

Eligible Cases

  • Non-receipt: The buyer did not receive the product after the seller marked it as “Delivered.”
  • Invalid / unusable code: Delivered codes are invalid, already used, or do not work as described.
  • Mismatch: The actual product is significantly different from its description.
  • Seller withdrawal: The product becomes unusable due to seller actions after delivery (e.g., account recovery).
  • Billing issues: Duplicate charges or unauthorized billing related to the same order.

Not Covered

  • Buyer mistakes, delays, or account bans due to terms violations.
  • Change of mind or “no longer needed.”
  • Digital items already consumed or used.
  • Exchange losses or transaction fees charged by third-party financial institutions.
  • Fraudulent, duplicate, or abusive claims.

Application Deadline & Process

  1. Deadline:
    • Within 72 hours after the seller marks the order as “Delivered,” or
    • Within 14 days of the order date, whichever is later.
  2. Submission: From My Account > Orders, open the relevant order and click “Contact Support.” If not accessible, email support@tus777.com with the order number, issue details, and evidence (screenshots, logs, etc.).
  3. Seller response window: Up to 7 days for correction or re-delivery once TUS initiates mediation.
  4. Decision & refund: If no resolution is possible, TUS will issue a full refund. Processing starts within 3 business days, and bank/card refunds may take 5–10 business days to appear.

Escrow Policy

Buyer payments are held until either the buyer confirms receipt or TUS mediation resolves the case. If unresolved, the buyer receives a full refund. Once confirmed, funds are released to the seller.

Recommended Evidence

  • Order number, product name, and delivery timestamp.
  • Screenshots or recordings showing code entry errors.
  • In-game receipt logs or transaction history.
  • Message history with the seller (personal details may be redacted).

Currency & Exchange

Refunds are issued in the same currency and amount as originally paid. Any conversion differences, card exchange rates, or fees are determined by the financial institution. TUS does not cover external exchange losses or fees.

Abuse & Chargeback Policy

Filing a chargeback with a credit card provider outside this Program may result in account suspension and transaction restrictions while under investigation. Proven abuse may lead to permanent account termination and refusal of future service.

FAQ

Where will refunds be sent?

Refunds are generally returned to the original payment method. Prepaid cards or some methods may have different procedures. Do you allow partial refunds?

Yes, in special cases where TUS determines partial refunds or re-delivery as appropriate. What if the deadline has passed?

Normally excluded, but exceptions may apply if unavoidable circumstances are proven.

Contact

For inquiries, please visit our Contact Page. Provide your order number, issue details, and supporting evidence.

Relation to Terms

This Program supplements the TUS Terms of Service and product-specific conditions. In case of conflict, the condition most favorable to buyer protection applies (unless prohibited by law). TUS may revise the Program at any time, and updates take effect upon posting.