Refund policy

Version dated 09.10.2026

This Refund Policy (hereinafter, the “Policy”) is an integral part of the Public Offer and defines the procedure and terms for refunding payments for services ordered on the website fantom-market.com and in the Telegram bots @fantom_gsm_bot and @fantom_market_bot (hereinafter, the “Website”). The Policy has been drawn up in accordance with the Civil Code of the Russian Federation and RF Law No. 2300-1 of 07.02.1992 “On Consumer Rights Protection” (hereinafter, the “CRPL”).

1. General provisions

1.1. By placing and paying for an order, the Customer confirms that they have read and agree to the Policy.

1.2. The Website’s services are provided remotely: issuing software access details, activating licenses and credits, services in gaming platforms (subscriptions, top-ups, game purchases, codes). Most services are fulfilled automatically right after payment.

2. Service of proper quality

2.1. The service is deemed rendered and accepted from the moment the result is delivered (access details, code, activation, subscription or purchase) unless the Customer sends a reasoned claim within 24 hours.

2.2. Since the service is intangible and is fulfilled immediately after payment, a properly rendered service is not refundable. In particular, no refund is made if:

  • the access details were issued and work, and the rental period was partly or fully unused by the Customer’s decision;
  • the license or credits have been activated, the top-up code has been issued, the subscription or game has been added to the account;
  • the servers of the software developer or gaming platform are down (their status should be checked before purchase);
  • The Customer violated the rental terms or the rules stated in the offer and in the service card.

2.3. Before the service actually begins, the Customer may cancel it; the payment is refunded minus the expenses actually incurred by the Contractor (Art. 32 of the Consumer Rights Protection Law).

2.4. Order statuses in the personal account:

  • “Processing” — the order has been accepted and is being fulfilled;
  • “Completed” — the service has been rendered; no refund is provided (clause 2.2);
  • “Refunded” — a refund decision has been made for the order; the money is returned by a method from Section 4.

3. Refunds when a service is not rendered or is of improper quality

3.1. Payment is refunded in full if the service was not rendered or was rendered improperly, including when:

  • access details were not provided through the Contractor’s fault;
  • the details provided don’t work and the Contractor could not provide a replacement;
  • the service cannot be rendered for technical reasons or because the supplier is out of stock;
  • due to a failure, the payment was charged twice or charged without the service being rendered.

3.2. If the Customer provided incorrect data (device ID, account, region) and the service has not yet been fulfilled, the payment is refunded. If the service has already been fulfilled using the data provided, a refund is not possible.

3.3. We recommend contacting support within 24 hours of the order — this way the issue is resolved faster. This period does not limit the Customer’s rights under the laws of the Russian Federation. Each request is reviewed individually.

4. Refund methods

4.1. Payment through a payment service (bank card, SBP). The refund is made to the same card or account used for payment; the part paid from the internal balance is returned to the balance. Crediting usually takes from a few minutes (SBP) to 1–3 business days and depends on the bank (under payment system rules — up to 30 calendar days). If a refund to the card or account is technically impossible, the amount is credited to the internal balance.

4.2. Payment from the internal balance and by other methods. The refund is credited to the internal balance of your account on the Website and can be used for your next order.

4.3. Withdrawal of funds from the balance. To receive money from the internal balance instead of using it for orders, the Customer writes to support stating the amount and payment details. The transfer is made by a method agreed with the Contractor within the timeframes set by the laws of the Russian Federation.

4.4. A refund request is satisfied no later than 10 days from the date it is submitted (Art. 22, 31 of the Consumer Rights Protection Law).

5. How to request a refund

5.1. Contact support:

5.2. Provide the order number (for example, GSM-1001 or GMS-1001), the date and payment method, and the reason for the request. Requests are usually reviewed within 24 hours.

5.3. Before disputing a payment through your bank (chargeback), contact support — this way you’ll get your money back faster.

6. Final provisions

6.1. Disputes are settled through a mandatory pre-trial (claim) procedure. The response time for a claim is 10 business days. If no agreement is reached, the dispute is heard in court under the laws of the Russian Federation.

6.2. The Website administration may amend the Policy; the current version is posted on this page. In matters not covered by the Policy, the parties follow the Public Offer and the Privacy Policy.