Refund Policy

We want every order to end with a happy trainer. If something goes wrong on our side, you get your money back. This page explains exactly when a refund applies and how it is paid.

Pokémon orders

When you get a full refund

We can’t deliver within 72 hours after payment, for reasons on our side.
The Pokémon you bought is lost and you don’t accept an equivalent replacement.

Delays on your side are not reasons on our side. For example: not being online, not accepting our friend request, or choosing to let us hold the Pokémon while our friendship level grows.

When we can’t give a refund

IV results after the trade. The game re-rolls IVs randomly on every trade. Photos and IVs on our site are from before the trade.
Missing requirements after being informed. Not having enough Stardust, or an account below level 10, after we have informed you of the requirement.
After the trade is completed. Once the Pokémon has been traded to your account, the order has been delivered.

If we can’t reach you

If you don’t respond for 7 days after payment, we contact you through every channel you gave us. The order can then be held for you, or refunded minus payment fees.

Services (Stardust farming, XP/level)

We stop the service for reasons on our side: you get a refund for the part of the service that was not delivered.
Actions by the game publisher: there is no refund if your account receives a warning, suspension or ban. Using third-party services is against the game’s terms of service, and you accept this risk when you order. See our Terms.

How refunds are paid

Refunds go back through your original payment method within 7 business days:

You paid with	You are refunded by
VietQR bank transfer (VND)	Bank transfer
PayPal (USD)	PayPal
Crypto via NOWPayments	USDT, sent to a wallet address you provide

Crypto refunds: double-check the wallet address you give us. Crypto transfers cannot be reversed.

All other payments are final

Apart from the refund cases on this page, payments confirmed by the bank, PayPal or the crypto network are final.

Chargebacks and disputes

Please contact us before opening a dispute. Most problems are solved quickly in the order chat.

Abuse of chargebacks or payment disputes leads to the order being cancelled.

How to ask for a refund

Write to us in your order chat or through the Support page, and include your order code. You can find your order at Track order. Support hours are 09:00–22:00 (GMT+7).