Help & guidance
Refunds & disputes
What to do if there's a problem with a digital product. Bazelio does not take payment itself — refunds and disputes may be handled by the seller or payment platform.
The key thing to understand
Bazelio is a storefront and information intermediary. We do not take payment ourselves, so we cannot refund money directly if the payment did not go through us.
If the payment was completed on a third-party platform or with the seller, refund rules may be determined by the seller or that platform. A dispute over payment and delivery usually goes through them.
This doesn’t mean you’re on your own — below is how to act and how we can help.
Step 1. Check the product terms
Go back to the product card and check the activation region, delivery method, restrictions and the terms of the specific offer. Some situations (“wrong region”, “activation needs the instructions”) are resolved right here.
Step 2. Collect your order details
To resolve a dispute faster, have ready:
- the order number (if any);
- the email used for the purchase;
- the product link on Bazelio;
- screenshots (the payment page, an error message, the received/missing product);
- a short description of the problem and the date.
Step 3. Contact where the payment happened
- If the purchase and payment went through the seller or a payment platform, open a dispute or refund request with them, under their rules. They hold your order data and the tools to resolve it (refund, key re-issue, support).
- Keep the correspondence — it helps if escalation is needed.
Step 4. Bring in Bazelio for navigation
If you can’t sort it out, write to us. We can:
- suggest where and how to reach out for the specific product or platform;
- help you phrase the request and figure out what data is missing;
- flag or hide the problematic product in the catalog if the issue is systemic.
What we cannot promise:
- a direct refund if Bazelio did not take the payment;
- influence over the seller’s or platform’s internal decisions;
- a guarantee of their response times.
Common situations
- Product not received. Check spam and the seller’s delivery section, then open a request with the seller/platform. Attach the details from Step 2.
- Wrong region / won’t activate. Compare with the card’s terms; activation and replacement questions go to the seller/platform.
- Charged but no order. This is a question for the payment platform or seller — they have the transaction data.
- Product doesn’t match the description. Tell both the seller/platform (for a refund) and us (so we can review the card in the catalog).
In short: collect your details → resolve payment and delivery where you paid → bring in Bazelio for navigation. We help you figure it out, but we are not always a party to the deal.