Refund & Cancellation Policy

Your statutory rights come first

This policy supplements, and does not replace, mandatory consumer rights. Whether a particular order is legally treated as a service, digital content or another type of digital supply can affect the exact cancellation rules. We apply the protections required by applicable law rather than relying on a blanket no-refund clause.

Before delivery begins

If you ask to cancel before performance or digital supply has begun, contact support promptly. We will cancel and refund where required by law and, where we choose to offer a wider voluntary cancellation right, we will explain that right at the time.

Immediate fulfilment request

At checkout you expressly request that fulfilment begin as soon as payment is confirmed. You also acknowledge that, where the law permits, cancellation rights can be reduced or lost once requested performance or digital supply begins, or once the service is fully performed.

This acknowledgement does not waive rights that cannot legally be waived.

Partly completed delivery

If a cancellation right still applies after requested performance has begun, any amount we are legally entitled to retain will be limited to the value already supplied and other amounts permitted by law.

If only part of an order is delivered because of our failure, the appropriate remedy may include completing the remaining delivery, correcting the service, a proportionate refund or another statutory remedy.

Completed delivery and change of mind

Once the purchased service has been correctly and fully delivered, a later change of mind does not normally create a voluntary refund entitlement.

This is separate from your rights if the service was not supplied as agreed, was materially not as described, or was not performed with the care and skill required by law.

Delivery delays and temporary interruptions

Account verification, EA availability, Transfer Market conditions, supplier availability, platform conditions and required customer action can delay an order. A temporary queue, wait instruction or retry state does not by itself mean the service has failed.

If we ultimately cannot provide the purchased service within a reasonable or specifically agreed time, contact support. Depending on the circumstances and applicable law, the remedy may be continued fulfilment, cancellation, a proportionate refund or a full refund.

Failed or materially incorrect delivery

If we cannot provide the purchased service, deliver materially less than agreed, supply the wrong service, or otherwise fail to perform the service as required, contact support.

Depending on the circumstances and the law, we may retry delivery, correct the service, complete the outstanding portion, provide a proportionate refund or issue a full refund.

If a specialist delivery provider is involved, you do not lose your rights against XP247. We will review the XP247 order and the available delivery evidence rather than requiring you to pursue the underlying provider yourself.

EA bans, coin removal and restrictions

If the agreed coins were correctly delivered and there was no breach by XP247, a later EA coin removal, Transfer Market restriction, suspension or account action is not by itself grounds for a refund.

This is especially relevant where the customer chooses to make repeated, high-value or rapid coin purchases, purchases from multiple providers, logs in during a transfer contrary to instructions, or carries out other unusual account activity. Those customer-controlled choices do not become a delivery failure merely because EA later takes action.

We will still consider evidence that a loss was actually caused by our breach, negligence or failure to supply the service as agreed, and statutory remedies remain unaffected.

Incorrect game, platform or account details

You are responsible for checking the selected game, platform and details you submit. Contact support immediately if you notice a mistake.

If delivery has not begun, we will try to correct the order where reasonably possible. Once supplier resources have been committed or delivery has begun, the available remedy depends on what can reasonably be recovered, what has already been supplied and your statutory rights.

Customer interruptions during delivery

If the transfer screen tells you to remain logged out, logging into the EA account, Web App, Companion App or game during active delivery may pause or delay the transfer. We will normally attempt to continue the existing order once the interruption is resolved.

A customer-caused interruption does not automatically entitle either party to treat the entire order as failed. Any refund or adjustment will depend on what was actually delivered, what remains recoverable and any rights that apply by law.

Refund method and timing

Where a refund is due, we will process it without undue delay and within any deadline required by applicable law.

Unless you expressly agree otherwise or the original payment method cannot technically accept the refund, refunds will normally be returned using the same payment method used for the purchase. We do not charge a fee for a refund that is legally due.

Your bank or payment provider may take additional time to display a processed refund after it has been issued by us.

Rewards, promotional credit and refunded orders

Rewards or promotional credit earned from an order may be reversed if that order is refunded, reversed or successfully disputed. Where Rewards credit was used to pay for an order, the appropriate portion may be restored to the Rewards balance rather than paid out as cash, subject to applicable law and the programme rules.

Payment disputes and chargebacks

Please contact support first so we can investigate quickly and provide payment and delivery evidence where appropriate.

Nothing in this request restricts your right to make a genuine complaint or use lawful card-provider, payment-provider or consumer dispute processes. We may contest disputes we reasonably believe are fraudulent, duplicated or inconsistent with the payment and delivery evidence.

How to request help

Use the Help Centre or your account support area and include the order number and a clear description of what went wrong. We may ask for information reasonably needed to investigate the order, but we will not require information that is unnecessary to assess your request.