You sent a refund request days ago and nothing has come back. There was no confirmation that it arrived and no reply. Some people send it two or three times, then open live chat to ask whether the message was received at all. If you want to know where a refund request actually goes, how long a reply is meant to take, and whether chat can chase it for you, this page covers what is documented.
Why this happens
Refunds run on their own route. The support page lists two channels: live chat for technical and product questions, and email for refund requests. Replies to the refund address can take 1 to 3 days, and every refund is reviewed on a case by case basis. Live chat has no visibility into that inbox, so it cannot confirm your request was received, give you a timeline for it, or push it along. Whether anything is sent back to confirm a request has landed is not documented, so ask support for specifics on that. Beyond that, the documentation does not explain why an individual email goes unanswered, so if yours is past the window, treat it as something to escalate rather than something to guess about.
How to fix it
- Contact support about the underlying problem first. The money back guarantee requires giving the team a chance to fix the product, and requests where support was never contacted are not covered.
- Send the refund request by email to [email protected]. That is the address the support page lists for refunds.
- Include your order number and a short description of what is going wrong.
- Check that the order number is the one beginning with
INV-, which is the format support asks for on a refund email. - Find that number under Orders and keys in your account at arcticcheats.wtf/account/orders. You need a website account to open it.
- Allow 1 to 3 days for a reply.
- If that window has passed with nothing back, start a live chat, give your order number and ask for a person to pick it up. Chat cannot read the refund inbox, and there may be nobody from the team online at that moment, but what you give in the chat is logged so the team can pick it up.
- If what you want is time back on a key you could not use, say so plainly. Unused time can be compensated in most error related cases; send support your website username and license key.
- Do not go to your bank first. A chargeback filed without contacting support voids the guarantee, and revoked keys end the license.
- Once a refund is issued it goes back to your original payment method. Processing typically takes 3 to 5 business days depending on your bank.
Which products this applies to
Every purchase is backed by the money back guarantee, so the same route applies to anything bought from the store, cheats and HWID spoofers such as Verse alike. The guarantee applies when a product is undeliverable, will not run on a supported system, or materially does not function as described, and support could not resolve it with you. It does not cover a change of mind on a delivered product that works as described, keys that have been shared or resold, or penalties applied to your account by a game or platform.
Still nothing back after that window? Start a live chat on the support page, give your order number, and ask for a person to chase the refund thread.
