Refund Policy (Digital Products)

Delivery, Cancellation and Refund Policy – ​​Digital Products

Last updated: November 17, 2025

This Policy governs the delivery, cancellation, and refund of digital products sold by 2Game Pro Ltda – CNPJ 51.889.739/0001-37 , including:

  • game keys,

  • activation codes,

  • digital gift cards,

  • digital licenses,

  • Direct activations on third-party platforms.

1. Delivery of Digital Products

Digital products are delivered exclusively electronically , through:

  • Displaying the key on the order details page in the customer's account; and/or

  • Direct activation on third-party platforms (e.g., Steam, Xbox, PlayStation, EA, Ubisoft).

The keys are not sent by email .

Delivery is usually immediate , but there may be delays due to anti-fraud checks, payment confirmation, publisher requests, or security requirements.

2. Automatic Cancellation Before Key Reveal

2Game allows the customer to cancel the order directly on the order page , as long as the key has not yet been revealed or activated , regardless of:

  • date of purchase,

  • release date,

  • pre-sale,

  • existence of early access.

✔ If the key was not revealed → the customer can cancel immediately in their account.
 ✔ The amount is automatically refunded according to the payment method used.
 ✔ This commercial policy is broader than the right of withdrawal under the Consumer Protection Code.

3. Key Revealed / License Activated

A digital product is considered consumed when:

  • the key is revealed, viewed, or displayed on the 2Game account; or

  • Direct activation will appear linked to the user's account on the third-party platform.

In these cases, cancellation and refunds are not possible , except if:

  • if there is a proven technical error on the part of 2Game;

  • The product does not match the advertised description (incorrect platform/region, listing error, etc.);

  • The code submitted is invalid or is rejected by the platform.

4. Pre-Sales and Early Access

The rule is simple:

If no key (including beta, early access, or final key) has been revealed → the order can be cancelled at any time.

If any key is revealed/activated → it will no longer be eligible for a refund, except in cases of error by 2Game or the publisher.

5. Technical Problems

If there is a genuine failure in the digital content , before or after activation, the customer should:

  1. Please contact us at suporte@2game.com.br ;

  2. Send evidence (screenshots, video, platform error).

Reimbursable cases include:

  • Invalid key.

  • duplicate key,

  • Activation rejected.

  • Incorrect information on the product page (platform, region, language, system requirements, etc.).

Non- refundable cases :

  • activation on the wrong user's own account,

  • PC does not meet requirements.

  • purchase made "for testing purposes"

  • Regret after the key is revealed.

6. How to Request Support (only when necessary)

For cases outside of automatic cancellation, please send an email to:
 support@2game.com.br

Include:

  • order number,

  • product name,

  • description of the problem,

  • evidence (screenshots/videos).

The email address must be the same one used for the account/purchase.

7. Method and Timeframe of Reimbursement

The refund is processed:

  • via the same payment method , whenever possible;

  • PIX/Boleto → customer provides bank details.

Typical deadlines:

  • 3 to 10 business days (card/PayPal)

  • up to 5 business days (PIX),

  • Up to 10 business days after internal processing.

8. Legal Basis

The policy observes:

  • Consumer Protection Code (Law 8.078/90)

  • Decree No. 7,962/2013 (Electronic Commerce)

  • Practices in the digital distribution market and demands of publishers/platforms.