Refund, Cancellation and Withdrawal Policy

PRONTOWARE OÜ aims to deliver the exact Item ordered. Refunds are available for non-delivery, cancellation, duplicate payment, material delivery error and any other circumstance required by applicable law.

You may request cancellation before an order is accepted or before delivery begins. Because fulfilment is normally initiated within minutes, cancellation cannot be guaranteed once an order has been accepted and a Steam trade offer is being prepared or sent.

Floatline may cancel before delivery if the Item becomes unavailable, the price or Item information contains a clear error, payment cannot be confirmed, the transaction presents a fraud or legal risk, Steam prevents delivery or another legitimate reason prevents performance.

Unless delay is caused by the buyer, if the Item is not delivered within 24 hours after order confirmation, Floatline will cancel the order and initiate a full refund to the original payment method.

The deadline is suspended while delivery is prevented by an incorrect Trade URL, inaccessible or full inventory, Steam restriction, incomplete confirmation, failure to accept a correct offer within 60 minutes, inaccurate information or failure to cooperate.

Once the correct Item has been accepted and transferred to the buyer’s Steam account, the order is treated as delivered. A refund is not provided merely because the buyer changes their mind, dislikes the Item, observes a later price change or can no longer transfer the Item because of a Steam restriction.

This rule does not limit mandatory consumer remedies for an Item that materially differs from the order or otherwise does not conform to the contract.

You must review the trade offer before acceptance. If the offered Item is incorrect, do not accept it and contact us immediately.

If an incorrect Item was transferred or the delivered Item materially differs from the confirmed order, contact us promptly with the order number and supporting evidence. We will investigate and provide an appropriate remedy, which may include correct delivery, replacement, price reduction, cancellation or refund as required by law and technically possible.

A confirmed duplicate charge or amount charged in error will be returned to the original payment method. Submit the order number, charge date, amount and a redacted statement showing the relevant entries. Do not send complete card credentials.

If you believe your account or payment method was used without authorisation, notify Floatline and your card issuer promptly. We may secure the account, suspend delivery and request information reasonably necessary to investigate.

Consumers may have a statutory right to withdraw from certain distance contracts within 14 days. Different rules may apply where digital content is supplied immediately and not on a tangible medium.

To receive immediate delivery, checkout may require you to expressly request performance before the end of the withdrawal period and acknowledge that, where permitted by law, you lose the withdrawal right once supply begins or is completed.

A withdrawal right is lost only where the legal requirements for that loss have been satisfied. If those requirements were not satisfied, or if mandatory law grants another remedy, this Policy does not restrict it.

Email info@csfloatline.com and include:

• your name and registered email address;
• order or invoice number;
• payment date, amount and currency;
• relevant Steam ID;
• reason for the request; and
• screenshots or records reasonably supporting the request.

Never send a full card number, card security code, password or Steam Guard code.

Approved refunds are initiated to the original payment method and in the original transaction currency unless applicable law requires another method.

Where a statutory withdrawal refund is due, Floatline will process it without undue delay and within the time required by applicable law. For other approved refunds, processing begins promptly after approval. The date funds become visible depends on the payment provider, card network and issuing bank.

Floatline is not responsible for currency conversion differences or fees imposed independently by the card issuer.

Please contact Floatline before initiating a chargeback. This gives us an opportunity to correct non-delivery, duplication or another genuine error.

If a chargeback is filed for a correctly delivered Item, we may provide the payment parties with the order confirmation, invoice, account records and Steam delivery evidence necessary to respond. Fraudulent or abusive disputes may result in account restriction.

Written consumer complaints are answered within 15 days. If an eligible consumer dispute remains unresolved, the consumer may contact the Consumer Disputes Committee through https://ttja.ee/en/consumer-disputes-committee.