Refund Policy

Summary

Products in this Store are digital goods that are delivered immediately to your Minecraft account. Due to their nature, products that have been delivered cannot be recalled. Refunds are provided under the specific conditions described below.

1. When Refunds Are Provided

• Product failed to deliver due to an error in our system, and we cannot resend it within a reasonable time.
• Duplicate payment for a single order (the excess is refunded in full).
• Order cancelled because stock/the product is unavailable and we cannot fulfil it.
• Amount error on our side that causes you to pay more than you should (the excess is refunded).

2. When Refunds Are NOT Provided

• The product has been successfully delivered to the Minecraft username you entered yourself.
• You entered the Minecraft username incorrectly, so the product was delivered to the account of another person.
• You changed your mind after the product was delivered.
• Order cancelled because you violated the Terms & Conditions.
• Verification delays caused by a transfer amount that does not match (excluding the unique code).
• Your account was banned from the KeztraviaMC server for violating server rules — this is outside the scope of the Store.

3. Overpayment

If you transfer more than the amount due, the excess is automatically recorded as a store balance that can be used for your next purchase. If you wish to have it returned to your bank account/wallet, contact us and include the order number and transfer proof.

4. How to Request a Refund

Submit within 7 days of the payment date:

• Contact us via the contact page or email support@keztravia.web.id.
• Include the order number (format KZT-XXXXXX), account email, and a brief chronology of the issue.
• Attach supporting evidence: a screenshot of the order status or the transfer proof.
• We verify within a maximum of 3 business days and notify you of the outcome via your account email.

5. How Funds Are Refunded

• Refunds are sent to the same payment method you used at purchase, where possible.
• For bank transfer/DANA, refunds are processed to the account/number you provide and which has been verified.
• For crypto payments, the refund is calculated at the Rupiah value at the time of purchase and sent to the address you specify, taking network fees into account.
• The time for funds to arrive follows the process of the respective bank/provider, generally 1–7 business days after approval.

6. Reshipment or Product Exchange

For cases where a product failed to deliver, we prioritize reshipment over a refund, as it is faster and free of any deduction. A full refund remains available if reshipment is not possible.

7. Refund Contact

All refund requests are handled via the contact page or support@keztravia.web.id. We recommend using the email registered to your account.