ONCADE REFUND POLICY
(Effective 16 July 2025)
1. Purpose and Contractual Framework
1.1 This Refund Policy (“Policy”) governs refunds for digital products, services, subscriptions, virtual currency, in‑game items, game keys and other intangible content (collectively, “Digital Content”) purchased through the Oncade website, desktop client or mobile application (the “Platform”). Oncade does not sell physical goods.
1.2 The Policy is incorporated by reference into, and must be read together with, the Oncade Terms of Service (“Terms”) and Privacy Policy. Where a conflict exists, the Terms prevail.
1.3 Nothing in this Policy limits any non‑waivable statutory rights (e.g., the EU/UK 14‑day withdrawal right in Terms § 4.1).
2. Definitions
- Game Studio – the third‑party developer or publisher that lists Digital Content on the Platform and is the seller of record.
- Oncade Wallet – an electronic ledger in a user’s account that can
(i) fund new Platform purchases or
(ii) be withdrawn using the payout options Oncade currently supports (see § 3.2). - Redeemed – downloaded, installed, unlocked, activated, spent, or otherwise consumed.
- We/Us/Our – Oncade, Inc. and its affiliates.
- You/Your – the individual consumer who completed the transaction.
3. General Eligibility and Method of Refund
3.1 Refunds are available only when:
a) The Digital Content has not been received or made playable
b) The same item was purchased twice within five (5) minutes (duplicate purchase)
c) Another specific scenario in Section 4 applies
3.2 How you receive the money
a) Refund destination: Approved refunds are credited to your Oncade Wallet within fourteen (14) days.
b) Using or moving Wallet funds: You may
(i) spend Wallet funds immediately on new Platform purchases or
(ii) withdraw them via the third‑party payout methods currently offered in your account dashboard (e.g., PayPal Payout, ACH transfer). Withdrawals are not returned to the original payment instrument.
c) If a law or the Terms explicitly require repayment to the same means of payment (e.g., EU/UK 14‑day withdrawal), you consent—by accepting this Policy—to Oncade first crediting your Wallet and then allowing you to withdraw through the available payout options.
3.3 Non‑refundable fees
Any fees or commissions paid to Oncade or to its Affiliates in connection with a sale are not refundable to either the Game Studio or the Customer.
3.4 Refund denial
Oncade may refuse or reverse a refund if
(i) fraud, abuse or chargebacks are suspected,
(ii) the request falls outside this Policy, or
(iii) granting the refund would violate applicable law.
4. Scenario‑Based Rules
| # | Scenario | Refund Outcome |
|---|---|---|
| 4.1 | Item Not Received / Pre‑orders Unfulfilled | Refund allowed until the game or content is first released or made playable. |
| 4.2 | Duplicate Purchase (within 5 min) | Subscriptions, in‑game currency, in‑game items – refundable if unredeemed. Game keys – non‑refundable once delivered. |
| 4.3 | Forgot to Cancel Subscription | Non‑refundable for the current billing period. Disable auto‑renew to avoid future charges. |
| 4.4 | Mistaken Purchase of In‑Game Currency | Refund allowed if the currency remains completely unredeemed/unspent. |
| 4.5 | Technical Problems with the Software | Refund requests must be directed to the Game Studio; Oncade does not refund for performance issues. |
| 4.6 | General Dissatisfaction (“Not as Expected”) | Base games / primary products – refundable. Subscriptions, in‑game items, game keys, pre‑orders (after release) – non‑refundable once delivered or redeemed. |
5. Non‑Refundable Circumstances
5.1 Redeemed digital keys or items
5.2 Partially or fully used subscription periods
5.3 Virtual currency already spent or transferred
5.4 Content removed or accounts terminated for breach of the Terms
5.5 Service fees or commissions paid to Oncade or its Affiliates
5.6 Any amount previously credited to the Oncade Wallet that has since been spent
6. Regional Withdrawal Rights
6.1 EU/UK consumers may cancel an order for Digital Content within fourteen (14) days unless streaming, download or activation has begun. Refunds are still credited to the Oncade Wallet and can then be withdrawn via available payout methods.
6.2 Where local law affords a longer mandatory cooling‑off period, that period applies.
7. Refund Procedure
7.1 Contact the Game Studio first (seller of record) with your order number.
7.2 If the Game Studio does not respond within seven (7) days or its response conflicts with this Policy, email support@oncade.xyz with:
- Proof of purchase
- Account email
- Reason for refund and evidence (e.g., duplicate receipts, unredeemed code)
7.3 Oncade will investigate and, where appropriate, credit the approved amount per § 3.2.
7.4 Initiating an external chargeback may result in temporary account suspension while the claim is reviewed.
8. Amendments
Oncade may update this Policy at any time. Material changes will be posted at oncade.gg/refund-policy and, if required, emailed to you. Continued Platform use after the effective date constitutes acceptance of the revised Policy.
9. Governing Law
This Policy is governed by the same law and dispute‑resolution forum designated in the Oncade Terms of Service.
10. Contact
Questions or refund requests? Email support@oncade.xyz.