REFUND POLICY

LEVELUP ENTERPRISES INC. - DigiSales Last Updated: January 29, 2026

This Refund Policy governs all purchases of Digital Products through DigiSales. Please read carefully before making a purchase.

1. GENERAL REFUND POLICY

ALL SALES ARE FINAL. Digital Products are non-refundable, non-exchangeable, and non-transferable once delivered, except as outlined in the Limited Exceptions section below.

2. NO REFUNDS FOR

We do NOT provide refunds, exchanges, or replacements for:

2.1. Customer Error:

  • Wrong region selected (e.g., purchasing US code when Canadian code needed)
  • Wrong platform selected (e.g., Xbox code purchased for PlayStation user)
  • Wrong denomination or amount selected
  • Wrong currency selected
  • Wrong game or product selected
  • Wrong account type selected

2.2. Buyer's Remorse:

  • Change of mind after purchase
  • No longer wanting the product
  • Finding a better price elsewhere
  • Purchasing by mistake or accident

2.3. Account Issues:

  • Banned, suspended, or restricted Vendor accounts
  • Region-locked accounts incompatible with purchased code
  • Account lacking required prerequisites for code redemption
  • Account already having maximum balance/content

2.4. Technical Incompatibility:

  • Device or system incompatibility
  • Lack of required hardware or software
  • Internet connectivity issues
  • Vendor platform downtime or maintenance

2.5. Codes After Delivery:

  • Lost codes (deleted emails, forgotten codes)
  • Stolen codes (account hacked, code intercepted)
  • Shared codes (sent to wrong person, shared publicly)
  • Codes redeemed by someone else after customer shared them

2.6. Vendor Policy or Changes:

  • Vendor terms and conditions changes
  • Vendor product discontinuation
  • Vendor redemption process changes
  • Vendor geographical restrictions

3. LIMITED EXCEPTIONS - DEFECTIVE CODES

We will consider refund or replacement requests ONLY in the following exceptional circumstances:

3.1. Qualifying Defects:

  • Code is invalid/non-functional when first attempted to redeem
  • Code shows as "already redeemed" before customer use
  • Code does not match the product description or order details
  • Verified Vendor system error preventing redemption

3.2. NON-Qualifying Issues:

  • Code works but customer does not know how to redeem it
  • Code requires additional steps or account verification
  • Vendor requires customer to contact their support first
  • Code requires waiting period before redemption
  • Customer changed their mind after seeing code

4. DEFECTIVE CODE CLAIM PROCESS

If you believe you have received a defective code, follow these steps:

4.1. Reporting Timeline:

  • Claims must be submitted within 7 days of purchase date
  • Claims submitted after 7 days will NOT be considered
  • Exceptions may be made for prolonged Vendor outages (at our discretion)

4.2. Required Information:

You MUST provide ALL of the following:

a) Order Information:

  • Order number/receipt
  • Purchase date and time
  • Product name and description

b) Code Information:

  • Complete, unredacted code (full code visible)
  • Screenshots of the redemption attempt showing error message
  • Exact error message received
  • Date and time of redemption attempt

c) Account Verification:

  • Vendor account username/email/ID
  • Proof account is in good standing (not banned/suspended)
  • Screenshots showing account region matches product region
  • Proof account meets all Vendor requirements for redemption

d) Additional Evidence:

  • Communication with Vendor support (if applicable)
  • Any other relevant documentation

4.3. Incomplete Claims:

  • Claims missing required information will be rejected
  • We will request missing information once; failure to provide within 48 hours results in claim closure

5. INVESTIGATION PROCESS

5.1. Verification Steps:

Once we receive a complete claim, we will:

1. Verify order details and delivery confirmation 2. Check code status with our supplier/Vendor 3. Verify code has NOT been successfully redeemed 4. Confirm error is product-related, not account-related 5. Determine if issue is within our or Vendor's control

5.2. Investigation Timeline:

  • Initial response: 24-48 hours
  • Full investigation: 7-30 business days
  • Complex cases may require extended time for Vendor verification

5.3. Decision Authority:

  • All refund/replacement decisions are at our sole discretion
  • Our decision is final and binding
  • We reserve the right to deny any claim for any reason

6. RESOLUTION OPTIONS

If your claim is approved, we may offer ONE of the following resolutions:

6.1. Code Replacement:

  • Equivalent product code provided
  • No cash refund issued

6.2. Store Credit:

  • Credit equal to purchase price
  • Must be used within 12 months
  • Non-transferable, non-refundable

6.3. Refund to Original Payment Method:

  • Only issued when required by law or verified Vendor error
  • Processing time: 5-10 business days
  • Refund amount may exclude processing fees

6.4. Resolution Method:

  • We determine the appropriate resolution method
  • Customer cannot demand specific resolution type
  • Resolution offered is final

7. WHAT IS NOT COVERED

The following are NEVER eligible for refund, replacement, or compensation:

7.1. Non-Defective Codes:

  • Codes that function as described
  • Codes that require additional steps to activate
  • Codes that have waiting periods or delays

7.2. Customer Misuse:

  • Codes shared with others who then redeemed them
  • Codes used on wrong accounts or regions
  • Codes redeemed despite error messages (successful redemption)
  • Codes compromised due to customer security failures

7.3. Vendor Actions:

  • Vendor banning or suspending customer account
  • Vendor changing terms after purchase
  • Vendor discontinuing products or services
  • Vendor requiring additional verification steps

7.4. Third-Party Issues:

  • Internet service provider problems
  • Device malfunctions
  • Software compatibility issues
  • Payment disputes unrelated to code functionality

7.5. Economic Changes:

  • Currency exchange rate fluctuations
  • Price changes after purchase
  • Sales or promotions after purchase
  • Value changes of in-game currencies

8. FRAUDULENT CLAIMS

8.1. Zero Tolerance: We have zero tolerance for fraudulent refund claims. The following will result in immediate claim denial and potential account termination:

  • Claiming code does not work after successfully redeeming it
  • Providing false information or forged screenshots
  • Attempting to obtain duplicate codes
  • Filing multiple claims for the same code
  • Using chargebacks instead of our refund process

8.2. Consequences:

  • Permanent account ban from DigiSales
  • Reporting to fraud prevention databases
  • Legal action for fraud and theft
  • Cooperation with law enforcement

9. CHARGEBACK POLICY

9.1. Pre-Chargeback Resolution:

Before filing a chargeback with your bank, you MUST:

  • Contact our customer support
  • Allow us 48 hours to respond
  • Allow reasonable time for investigation
  • Exhaust our internal dispute resolution process

9.2. Improper Chargebacks:

Filing a chargeback for a properly delivered product constitutes fraud. If you file a chargeback:

  • Your account will be immediately terminated
  • All active codes may be deactivated
  • You may be banned from future purchases
  • We will dispute the chargeback with evidence
  • We may pursue legal action for losses incurred
  • You will be responsible for chargeback fees ($25+ per incident)

9.3. Valid Chargebacks:

Chargebacks are only appropriate when:

  • You were charged but never received the product
  • You were charged incorrectly (amount error)
  • You were charged for a cancelled order
  • You did not authorize the transaction

Even in these cases, contact us first for faster resolution.

10. CANADIAN CONSUMER PROTECTION COMPLIANCE

10.1. Digital Goods Under Canadian Law:

Under Canadian consumer protection legislation:

  • Digital goods are generally considered "final sale" once delivered
  • Refunds are NOT required for change of mind
  • Refunds ARE required only when goods are materially defective
  • Provincial laws may vary; Ontario laws apply to our operations

10.2. Your Rights:

Despite our policy, you retain rights under applicable Canadian consumer protection laws:

  • Right to receive products as described
  • Right to functional products (if not defective by nature)
  • Right to fair business practices
  • Right to file complaints with consumer protection agencies

10.3. Our Compliance:

We comply with:

  • Ontario Consumer Protection Act
  • Federal Competition Act
  • Provincial consumer protection regulations
  • Canadian Anti-Spam Legislation (CASL)

11. SPECIAL CIRCUMSTANCES

11.1. Service Interruption:

If DigiSales experiences a service interruption preventing code delivery:

  • We will notify affected customers
  • Codes will be delivered as soon as service restores
  • Refunds available if delivery exceeds 48 hours

11.2. Product Unavailability:

If we cannot fulfill your order due to supplier issues:

  • Full refund will be automatically processed
  • You will be notified within 24 hours
  • Refund processed within 5-10 business days

11.3. Pricing Errors:

If we discover a pricing error:

  • We will notify you before processing the order
  • You may accept correct price or receive full refund
  • We reserve the right to cancel orders due to pricing errors

12. CONTACT FOR REFUND REQUESTS

To Submit a Refund Claim:

Email: support@digisales.ca Subject Line: "Refund Request - Order #[Your Order Number]"

Include ALL required information from Section 4.2

Response Time:

  • Initial response: 24-48 hours
  • Please do not submit duplicate requests; this delays processing

13. POLICY MODIFICATIONS

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting. Continued use of our services constitutes acceptance of the modified policy.

14. FINAL NOTES

14.1. Read Before Purchase:

  • This policy is available on our website before checkout
  • By completing a purchase, you acknowledge reading and accepting this policy
  • Save your receipt and order confirmation

14.2. Prevention:

  • Verify all product details before purchase
  • Ensure compatibility with your region and platform
  • Read Vendor requirements carefully
  • Check your account status before purchasing

14.3. Customer Service:

  • Our team is here to help with legitimate issues
  • Honest communication leads to faster resolution
  • We appreciate your understanding of digital product limitations

LEVELUP ENTERPRISES INC. Operating as: DigiSales Email: support@digisales.ca Website: https://www.digisales.ca

IMPORTANT: By purchasing from DigiSales, you acknowledge that you have read, understood, and agree to this Refund Policy.

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