Refund & Cancellation Policy

Last Updated: August 2026

This Refund & Cancellation Policy applies to all purchases made through Valley Games at valleygames.ae.

Valley Games FZE provides digital gaming products and services, including digital gaming cards, game credits, activation codes, vouchers, online gaming products, and other e-gaming services.

Because the majority of our products are delivered digitally, certain purchases may be subject to specific refund and cancellation conditions.

1. Company Information

Company Name: Valley Games FZE
Legal Form: Free Zone Establishment (FZE)
License No.: 4431164.01
Formation No.: 4431164
Licensing Authority: Sharjah Publishing City Free Zone
Address: Business Center, Sharjah Publishing City Free Zone, Sharjah, United Arab Emirates

Website: valleygames.ae

2. Digital Products

Products sold through Valley Games may include:

  • Digital gaming cards.
  • Game activation codes.
  • Game vouchers.
  • Game credits.
  • Digital currencies.
  • Online gaming products.
  • E-gaming services.
  • Other digitally delivered products and services.

Because these products may be delivered electronically and may become immediately usable after delivery, orders for digital products are generally non-refundable once the product has been successfully delivered, revealed, activated, redeemed, or used.

3. Before Completing Your Purchase

Customers are responsible for checking all relevant product information before completing an order.

This includes:

  • Game title.
  • Gaming platform.
  • Country or region.
  • Currency.
  • Product denomination.
  • Account requirements.
  • Activation or redemption requirements.
  • Any applicable restrictions.

Valley Games is not responsible for a customer’s selection of an incorrect product, platform, region, denomination, or account.

4. When a Refund May Be Available

A refund or replacement may be considered in the following circumstances:

4.1 Invalid Digital Code

If a digital activation code or voucher supplied by Valley Games is demonstrably invalid and cannot be redeemed through the applicable official platform, the customer may contact us for assistance.

We may request evidence, including screenshots or error messages, before approving a refund or replacement.

4.2 Previously Redeemed Code

If a code supplied by Valley Games is shown to have been redeemed before it was delivered to the customer, we may investigate the transaction.

If our investigation confirms that the code was previously redeemed before delivery, we may provide a replacement or refund, subject to the circumstances of the case.

4.3 Incorrect Product Delivered

If Valley Games delivers a product that is materially different from the product purchased, the customer may contact us.

Where the error is confirmed to be attributable to Valley Games, we may provide:

  • The correct product; or
  • A refund of the affected purchase.

4.4 Technical Failure

If a technical issue attributable to Valley Games prevents the customer from receiving or using a purchased digital product, we will make reasonable efforts to resolve the issue.

Depending on the circumstances, this may include:

  • Re-delivery.
  • Replacement.
  • Account credit.
  • Refund.

5. Non-Refundable Purchases

Refunds generally will not be provided where:

  • The digital code has already been successfully redeemed.
  • The digital product has already been activated or used.
  • The customer purchased the wrong game, platform, region, or denomination.
  • The customer no longer wants the product after delivery.
  • The customer changes their mind after receiving the digital product.
  • The customer provided incorrect account or contact information.
  • The product is incompatible with the customer’s device, account, platform, or region where the relevant information was clearly provided before purchase.
  • The customer violated the terms of the relevant game, platform, or service provider.
  • The customer’s gaming account has been suspended, banned, restricted, or terminated by a third party.
  • The customer has shared, disclosed, lost, or otherwise compromised a digital code after delivery.
  • The issue is caused by a third-party platform, game publisher, payment provider, internet service, or other service outside Valley Games’ reasonable control.

6. Cancellation of Orders

A customer may request cancellation of an order before the digital product has been delivered or made available, where technically and operationally possible.

Once a digital product has been delivered, revealed, activated, or otherwise made available to the customer, cancellation may no longer be possible.

Because digital products can be delivered immediately, customers should carefully review their order before completing payment.

7. Refund Request Process

To request a refund, replacement, or investigation, customers should contact Valley Games through the contact information available on valleygames.ae.

The request should include:

  • Customer name.
  • Order number.
  • Email address used for the purchase.
  • Product purchased.
  • Date of purchase.
  • Description of the issue.
  • Relevant screenshots or error messages, where applicable.

For digital-code issues, customers may be required to provide evidence showing the error encountered when attempting to redeem the code.

8. Investigation of Digital Products

To protect customers and Valley Games against fraud and unauthorized claims, we may investigate refund requests before approving a refund or replacement.

This may include verifying:

  • Order records.
  • Delivery records.
  • Code status.
  • Redemption status.
  • Transaction information.
  • Account information.
  • Relevant technical logs.
  • Communications with the customer.

Customers agree to provide reasonable information required to investigate a legitimate refund request.

9. Refund Approval

If a refund is approved, Valley Games will generally process the refund using the original payment method, where technically possible.

The time required for the funds to appear in the customer’s account may depend on:

  • The payment method.
  • The payment service provider.
  • The customer’s bank or card issuer.
  • International processing times.

Valley Games does not control the processing time of banks or third-party payment providers after a refund has been initiated.

10. Partial Refunds

In certain circumstances, Valley Games may issue a partial refund where only part of an order is affected.

The amount of the refund will depend on:

  • The affected product.
  • The nature of the issue.
  • Whether part of the order has already been used or redeemed.
  • The circumstances surrounding the transaction.

11. Promotional and Discounted Products

Products purchased using promotional pricing, discount codes, coupons, bundles, or special offers remain subject to this Refund & Cancellation Policy.

Where a refund is approved for a promotional order, the refund amount may be calculated based on the actual amount paid by the customer rather than the original non-discounted price.

12. Fraudulent or Unauthorized Transactions

Valley Games reserves the right to investigate transactions that appear fraudulent, unauthorized, suspicious, or inconsistent with normal purchasing behavior.

Where fraud or abuse is reasonably suspected, we may:

  • Delay delivery.
  • Request additional verification.
  • Cancel the transaction.
  • Suspend an account.
  • Refuse a refund where permitted by applicable law.
  • Report suspected fraudulent activity to relevant payment providers or authorities where appropriate.

13. Chargebacks

Customers are encouraged to contact Valley Games first to resolve any issue concerning an order or payment.

Initiating a chargeback without first contacting us may result in an investigation of the transaction and, where appropriate, suspension of the relevant account.

Nothing in this section limits any rights that a customer may have under applicable law or the rules of the customer’s payment provider.

14. Third-Party Products and Services

Some products offered through Valley Games may be issued, operated, or supported by third-party game publishers, platforms, or service providers.

Where a problem is caused by a third-party service, Valley Games may assist the customer in communicating with the relevant provider where reasonably possible.

However, Valley Games cannot guarantee refunds or compensation for issues caused solely by third-party providers.

15. Customer Responsibilities

Customers are responsible for:

  • Reviewing product information before purchasing.
  • Selecting the correct region and platform.
  • Providing accurate account and contact information.
  • Keeping digital codes confidential.
  • Redeeming products according to the applicable provider’s instructions.
  • Contacting Valley Games promptly when an issue occurs.

Failure to follow applicable instructions may affect eligibility for a refund or replacement.

16. Consumer Rights

Nothing in this Refund & Cancellation Policy is intended to exclude, restrict, or override any mandatory consumer protection rights or other rights that cannot legally be excluded under the applicable laws and regulations of the United Arab Emirates.

Where applicable law provides a customer with rights that are more favorable than those described in this policy, those legal rights will continue to apply.

17. Policy Updates

Valley Games may update this Refund & Cancellation Policy from time to time to reflect changes in our products, services, payment methods, business practices, or applicable legal requirements.

The latest version will always be published on this page with the applicable Last Updated date.

18. Contact Us

For refund requests, cancellation requests, order issues, or questions regarding this policy, please contact Valley Games through the contact details available on our website.

Valley Games FZE
Sharjah Publishing City Free Zone
Sharjah, United Arab Emirates

Website: valleygames.ae