Refund Policy

Last updated: 12 October 2026

1. About this Policy

1.1. This Refund Policy (the "Policy") explains what happens when you make a deposit on the website https://uploot.gg (the "Website"), when a payment can and cannot be refunded, how to ask for a refund, what happens when a payment is disputed, and how Items are delivered to your Steam inventory.

1.2. The Website is operated by KrishDigital Solutions Limited, a company registered in Hong Kong under registration number 72185282, with its registered address at Room 8, S-V, 6/F, Valiant Industrial Centre, 2-12 Au Pui Wan Street, Fo Tan, New Territories, Hong Kong ("Uploot", "we", "us", "our").

1.3. This Policy forms part of the Terms of Service at https://uploot.gg/terms (the "Terms"). Words defined in the Terms, including "Account", "Balance", "Bonus", "Case", "Consumer", "Contract", "Inventory", "Item", "Service", "Trade Link" and "Upgrade", have the same meaning here. If you do not agree with this Policy, do not make a Deposit.

1.4. In this Policy:

(a) "Deposit" means a payment you make to add to your Balance by one of the methods shown on the deposit page;
(b) "Withdrawal" means the withdrawal of an Item from your Inventory to your Steam inventory under the Terms; it is not the Consumer's right of withdrawal described in Section 3;
(c) "Support" means our support service, which you can reach as set out in Section 15.

1.5. Nothing in this Policy excludes or limits the rights you have under the mandatory consumer protection law of the country where you live. Where that law gives you more than this Policy does, that law applies.

2. Deposits and the Balance

2.1. A Deposit adds to your Balance. As set out in the Terms, the Balance is a record in your Account of the amount available to you for paid features of the Service. It is shown in euro (EUR).

2.2. A Deposit is credited to your Balance as soon as the payment provider confirms your payment, and becomes available for use at once. Your payment history shows every Deposit with one of the statuses "Pending", "Credited" or "Declined".

2.3. The Balance can be used only within the Service. It is not money and cannot be withdrawn or paid out as money. The only thing that can leave the Service is an Item withdrawn to your Steam inventory.

2.4. The payment methods available for the country you select and the minimum amount for each method are shown on the deposit page before you pay. Payments are processed by third-party payment providers, and their own terms also apply to the payment.

2.5. A Bonus added to a Deposit under a promo code, and any Balance or Item you receive free of charge, are not purchased. They are not refundable and have no refund value.

3. Right of withdrawal for Consumers

3.1. This Section applies to you if you are a Consumer and the law of the country where you live gives you a right to withdraw from a contract concluded at a distance. This includes Consumers who live in a member state of the European Union or the European Economic Area, or in the United Kingdom.

3.2. You may withdraw from a Deposit within 14 days of making it, without giving a reason, to the extent that the deposited amount has not been used for paid actions.

3.3. The Service consists of digital content and digital services that are supplied immediately at your request. When you confirm a paid action, such as opening a Case, starting an Upgrade or creating a Contract, you:

(a) expressly ask us to begin performance immediately, before the withdrawal period ends; and
(b) acknowledge that you lose your right of withdrawal in respect of that action once its performance has begun.

3.4. As a result, the right of withdrawal does not apply to amounts that you have already used for paid actions.

3.5. To withdraw, send us a clear statement of your decision before the withdrawal period ends. State your on-site ID and the date and amount of the Deposit. You may use the model form in Section 13, but you do not have to. Send the statement to support@uploot.gg or by post to KrishDigital Solutions Limited, Room 8, S-V, 6/F, Valiant Industrial Centre, 2-12 Au Pui Wan Street, Fo Tan, New Territories, Hong Kong. The deadline is met if you send the statement before the 14 days have expired. We will confirm receipt without undue delay.

3.6. If you withdraw, we refund the unused amount of that Deposit without undue delay and within the period required by applicable law, using the same means of payment that you used, unless mandatory law requires otherwise. The unused Balance credited by that Deposit is removed from your Account, and any Bonus credited in connection with that Deposit is cancelled.

3.7. Operations that you carry out with your Balance or your Items, such as opening a Case, an Upgrade, a Contract or the sale of an Item to us, are carried out immediately at your request and cannot be cancelled once confirmed. A Withdrawal is carried out as described in Sections 9 and 10.

3.8. Nothing in this Section limits the rights that the law gives you as a Consumer, including your rights where digital content or a digital service is not in conformity with the contract.

4. When a refund is not available

4.1. Except as provided in Sections 3 and 5, or where mandatory law requires otherwise, a Deposit that has been credited to your Balance is not refundable.

4.2. In particular, we do not refund:

(a) Balance that has been spent, to the extent that it has been spent;
(b) the result of a Case, an Upgrade or a Contract, including where the Item received is valued below what you spent, where an Upgrade does not succeed and the Items and the part of the Balance you offered are not returned, or where the Item received from a Contract is valued below the Items you added;
(c) a completed sale of an Item to us;
(d) a Deposit that you no longer want, where the right of withdrawal in Section 3 does not apply to you or the withdrawal period has ended;
(e) Bonuses, free Items, rewards and other amounts that you did not pay for;
(f) any difference between the value of an Item and the price of the same skin on Steam or anywhere else, or any change in that price after you received the Item;
(g) a skin that cannot be delivered because of restrictions on your Steam account, an incorrect Trade Link, or a trade that you reversed yourself;
(h) Balance or Items on an Account that has been blocked under the Terms, to the extent provided in the Terms;
(i) a payment or a skin that you sent to any person otherwise than through the deposit page or the Withdrawal function of the Website.

4.3. A result that has been determined correctly is not a technical error. Results covered by Provably Fair can be verified as described at https://uploot.gg/provably-fair.

5. When a refund is available

5.1. We will refund a Deposit, or correct your Account, in the following cases:

(a) Duplicate charge. You were charged more than once for the same Deposit, or you paid the same Deposit twice by mistake, for example after retrying the payment through another payment route. Where both payments are completed, both amounts are credited to your Balance; you may ask us to refund the duplicate payment instead.
(b) Payment taken, Balance not credited. If a payment is not credited within 60 minutes after you paid, contact Support and provide the payment details. We will check the payment with the payment provider and credit your Balance. If the payment cannot be credited, we will refund it.
(c) Technical error. If an error of the Website caused a wrong amount to be charged or credited, or caused your Balance or an Item to be debited for an operation that was not carried out, we will correct the error. An error in an operation on the Website is corrected by restoring the Balance or the Item concerned. An error in the payment itself is corrected by a refund.
(d) Unauthorised transaction. If a Deposit was made with a payment method without the authority of its holder, we will investigate it together with the payment provider. If this is confirmed, the payment is refunded to the payment method it came from, and the Balance credited by that payment and anything obtained with it are removed from the Account concerned.
(e) Mandatory law. Any other case in which mandatory law requires a refund.

5.2. A refund under Section 5.1(a), (b) or (c) covers the amount paid for the Deposit concerned, less any part of the resulting Balance that has been spent, unless mandatory law requires otherwise.

5.3. If an error credits your Account with Balance or an Item that you were not entitled to, we may correct your Account accordingly.

5.4. We consider any other request individually. Considering a request does not oblige us to grant it.

5.5. Where an Account is restricted or closed because its user does not meet the age requirement in the Terms, a Deposit made on that Account is refunded where Section 5.1(d) applies or where mandatory law requires a refund.

6. How to request a refund

6.1. Send your request to Support through the chat on the Website or by e-mail to support@uploot.gg. Our contact details are also published at https://uploot.gg/contact.

6.2. Please include:

(a) your on-site ID or a link to your Steam profile;
(b) the ID, date, amount and payment method of the Deposit, as shown in your payment history;
(c) the reason for your request and what happened;
(d) supporting evidence where you have it, for example a payment confirmation or the relevant line of your statement.

6.3. Do not send us full card numbers, card security codes or passwords.

6.4. Send your request as soon as you notice the problem. The longer the delay, the harder it may be to verify the payment with the payment provider.

6.5. We may ask you for further information that is reasonably needed to identify the payment and to confirm that you are the holder of the payment method. If it is not provided, we may be unable to process the request.

6.6. We acknowledge and review requests without undue delay and tell you the outcome. If we refuse a request, we tell you why.

6.7. While a request is under review, we may restrict Withdrawals on the Account concerned.

6.8. Personal data that you provide with a request is handled as described in the Privacy Policy at https://uploot.gg/privacy.

7. How refunds are paid

7.1. A refund is made only to the payment method that was used for the original payment. We do not refund to another card, account or wallet, to another person, or in cash.

7.2. If the original payment method cannot receive a refund, we will tell you. In that case we will use only an alternative that the payment provider which processed the original payment makes available for that payment.

7.3. A refund is made in the currency of the original payment where the payment provider supports this. Conversion rates and fees applied by your bank or payment provider are outside our control.

7.4. Once a refund is approved, we pass the instruction to the payment provider without undue delay. The time it takes for the money to reach you after that depends on the payment provider and on your bank, and is outside our control.

7.5. When a Deposit is refunded, the Balance credited by it is removed from your Account, and any Bonus credited in connection with it is cancelled.

7.6. A Deposit made with skins is completed by a Steam trade between you and a third-party skin deposit provider. While the skins are held under Steam trade protection, the payment has the status "Pending" and the Balance is not credited. If you cancel the trade, the payment is declined and your Balance does not change. Once the Balance has been credited, the skins you transferred are not held by us and cannot be returned by us.

7.7. A refund does not waive any right we have under the Terms where the Terms have been breached.

8. Chargebacks and payment disputes

8.1. If you have a problem with a payment, contact Support before you dispute it with your bank or payment provider. Most problems are resolved faster this way.

8.2. Nothing in this Policy limits your right to dispute an unauthorised or incorrect transaction with your card issuer or payment provider.

8.3. When a chargeback, reversal or other dispute is opened for a Deposit, we may, while it is being reviewed:

(a) restrict the Account concerned, including by restricting Withdrawals;
(b) give the payment provider the information about the Deposit and the use of the Balance that it needs to decide the dispute, as described in the Privacy Policy.

8.4. If the payment is reversed, we may remove from the Account the Balance credited by that payment and keep the Items on the Account on hold until the review is finished.

8.5. Reversing a payment for a Deposit that you have used, without good reason, is a breach of the Terms. The consequences are those set out in the Terms and may include a temporary or permanent block of the Account. Where an Account is blocked permanently for a serious breach, the remaining Balance is cancelled, and the Items in the Inventory stay frozen on the Account and cannot be sold or withdrawn.

8.6. If a dispute is withdrawn or decided in our favour and the Terms have not been breached, the restrictions are lifted. If a block was applied by mistake, we lift it and restore the Balance on the Account.

8.7. You may not receive both a refund from us and a chargeback for the same payment. If this happens, we may recover the duplicate amount.

8.8. You may contest a block by contacting Support within 30 days of the block, as described in the Terms.

9. Delivery of Items

9.1. An Item that you receive is recorded in your Inventory as soon as the operation is completed. It stays there without a time limit until you sell it, withdraw it or use it in an Upgrade or a Contract, subject to the rules of the Terms on blocked, inactive and closed Accounts.

9.2. To have an Item delivered to your Steam inventory, use the "Withdraw" button. A Withdrawal is possible only if:

(a) a Trade Link is saved in your profile;
(b) your Steam account has no restrictions on receiving trades;
(c) Withdrawals are not restricted for your Account.

9.3. We do not keep a stock of skins. When you request a Withdrawal, the skin is purchased for you on a third-party skin marketplace and is sent to you by the seller as a Steam trade to your Trade Link. The skin delivered corresponds to the Item by name, wear and quality. Other characteristics of an individual copy are not selected or guaranteed.

9.4. A Withdrawal goes through the following statuses:

(a) "Purchasing item": the skin is being purchased on the marketplace;
(b) "Waiting for seller": the seller has to send the Steam trade, which usually happens within about five minutes;
(c) "Withdrawn": you have accepted the trade and the skin is in your Steam inventory. While the Steam trade protection period applies (currently 7 days, during which the trade can be reversed), the Withdrawal is not yet complete and the status shows the date until which the protection runs;
(d) "Item sent": the trade protection period has ended and the Withdrawal is complete.

9.5. Delivery times depend on the seller, the marketplace and Steam and are not guaranteed. We check the status of each order at regular intervals, and the status on the Website updates automatically.

9.6. You are responsible for the accuracy of your Trade Link and for making sure that your Steam account can receive trades. You must accept the trade in Steam yourself; we cannot accept it for you.

9.7. After delivery, the skin is subject to the rules of Steam, including any temporary limits that Steam places on trading or transferring it. We do not control these rules.

9.8. Every Withdrawal ends in one of three ways: the skin is delivered (status "Item sent"); the Item, or its replacement, returns to your Inventory; or the trade is reversed by you (status "Trade reversed").

10. If a skin is unavailable or a trade is not completed

10.1. If the skin is not on sale on the marketplace, or its lowest price there is higher than the value of the Item, the skin is not purchased and the Item stays in your Inventory with the message "Item can be replaced". You may then:

(a) wait and request the Withdrawal again;
(b) sell the Item to us; or
(c) replace it with another skin that is on sale at a price not higher than the value of the Item.

10.2. For a replacement you choose from the options offered on the Website. If the replacement costs less than the value of the Item, the difference is credited to your Balance. If the chosen replacement is no longer on sale at the price shown, the replacement does not go through and the Item stays in your Inventory.

10.3. If the seller does not send the trade in time, the order is cancelled. The Item, or the replacement Item where you chose one, returns to your Inventory, and you may withdraw it again or sell it.

10.4. If the seller reverses the trade during the trade protection period, the Item returns to your Inventory.

10.5. If you reverse the trade, the Withdrawal is marked "Trade reversed". The Item is not returned to your Inventory and no amount is credited to your Balance. Your Account is then reviewed, and we may apply measures under the Terms. Steam also applies its own consequences to a reversed trade.

10.6. In none of the cases in this Section is an Item exchanged for money. The remedies are those described above.

10.7. If the status of a Withdrawal does not change for a long time, or you believe that an Item has been lost, contact Support and tell us which Item it is and when you requested the Withdrawal.

11. Returns of Items

11.1. Items and skins are digital and cannot be returned in the way physical goods can. Once a skin has been delivered to your Steam inventory, we cannot take it back or exchange it.

11.2. Instead of withdrawing an Item, you can sell it to us. The sale price is the value recorded when you received the Item, which is the amount shown on the sell button. The amount is credited to your Balance and is not paid out as money. A completed sale is final.

11.3. The value of an Item is fixed at the moment you receive it and does not change afterwards.

11.4. The result recorded on our server is the result of an operation; animations and other visual effects only illustrate it. If what you saw on screen differs from the recorded result, or the Item recorded in your Inventory is not the one the operation produced, tell Support. We will check the record of the operation and correct any error as provided in Section 5.1(c).

12. Complaints

12.1. If you disagree with our decision on a refund, a payment dispute or a Withdrawal, you can make a complaint by writing to support@uploot.gg, as described in the Terms. Say that it is a complaint, state your on-site ID and explain why you disagree. We will review the matter again and reply within the period for complaints set out in the Terms.

12.2. If the complaint is not resolved, the rules on governing law and disputes in the Terms apply. If you are a Consumer, you may also contact the consumer protection body or an alternative dispute resolution body in your country.

13. Model withdrawal form

13.1. You can use the following text to exercise the right of withdrawal described in Section 3. Complete it and send it to us only if you wish to withdraw.

To KrishDigital Solutions Limited, Room 8, S-V, 6/F, Valiant Industrial Centre, 2-12 Au Pui Wan Street, Fo Tan, New Territories, Hong Kong, support@uploot.gg.

I hereby give notice that I withdraw from my contract for the following deposit.

Date of the deposit:

Amount of the deposit:

My on-site ID:

My name:

Date:

14. Changes to this Policy

14.1. We may update this Policy. The current version is always published at https://uploot.gg/refund, with the date of the last update shown at the top. Changes take effect and are notified in the manner set out in the Terms.

14.2. A Deposit is governed by the version of this Policy that was in force when the Deposit was made.

15. Contact

15.1. Operator: KrishDigital Solutions Limited, registration number 72185282, Room 8, S-V, 6/F, Valiant Industrial Centre, 2-12 Au Pui Wan Street, Fo Tan, New Territories, Hong Kong, Hong Kong.

15.2. Support: the chat on the Website and support@uploot.gg.

15.3. Contact page: https://uploot.gg/contact. Answers to common questions: https://uploot.gg/faq.

15.4. Our staff never send you friend requests on Steam. Anyone who does so in our name is not acting for us.