Refund Policy
What is the Refund Policy?
You have 7 days to request a refund after purchase, and the key cannot have been viewed in your Nuuvem account.
If the purchase was made in disagreement with Nuuvem's Terms of Use, the purchase will not be eligible for a refund.
Before viewing the game/gift card activation key, a warning message will reinforce the product's specifics and ask for your confirmation to view the code.
After clicking "Ok, I agree", a refund is no longer guaranteed if requested, according to item 3.5.2 of the Terms of Use. This is an important step, so don't rush and check if what you bought is really the version/product you want. For example:
-Check if you already own the game (you might already own it and have forgotten)
-See if you are buying the game for the correct platform (if it is a PC or Console game, if it is for Steam or another platform), etc:
-If you are buying a PC game, it is VERY IMPORTANT to check if you meet the recommended system requirements.
And what is the refund policy for a direct activation game?
The refund request for a direct activation game (one without a key) must also be made within 7 (seven) days of purchase and cannot be linked to an account before this period. Once it is linked, a refund is no longer guaranteed.
If the game is a pre-order, can I ask for a refund?
If the game is a pre-order, a refund is possible at any time before the launch. The only condition that does not guarantee a refund is if the game is redeemed by an activation key and you have viewed the key that grants access to the game after its release. In other words, if you have only received another type of key, such as a closed/open beta access key, for example, that is not considered the launch key, and a refund will still be possible.
If the pre-order game offers early access, can I ask for a refund?
Come on over, Nuuvem will explain. 😉
Some pre-order games only make the key available from the official launch date. Others may offer early access through a key released hours or days before the launch. Below we will explain the difference in each of these scenarios:
A. The game is on pre-order and does not deliver a key before the launch;
A refund is possible at any time before the launch date. After the launch, a refund request is only guaranteed under the 2 scenarios below:
- If the key that grants access to the game is not viewed;
- If the request is sent - at most - up to 7 days after the launch date.
If the game is a pre-order (and there is no key release for an early access period), a refund is possible at any time before the launch. After the launch, a refund request will be considered for analysis only under the 2 scenarios below:
- If the key that grants access to the game is not viewed;
- If the request is sent - at most - up to 7 days after the launch date.
B. The game is on pre-order and provides an early access key;
The refund request will only be approved if the early access content key is not viewed. If this key is redeemed even before the official launch, a refund is no longer guaranteed.
How do crowdfunding refunds work?
Crowdfunding is a new feature at Nuuvem!
It deals with a product that needs to reach a goal to be published. So we have a few points to address regarding refunds in this category:
Q: I've given up on supporting it! Can I get a refund?
A: While the Crowdfunding is active, you can request a refund at any time. Just contact our support team and they will assist you in the best way possible in this situation.
Q: The crowdfunding has ended and was successful. I want a refund. Can I?
A: When the crowdfunding ends and if it was successful, you can only get a refund if:
- the delivered keys have not been viewed;
- and the refund must be requested within 60 days after the end of the crowdfunding.
Q: The crowdfunding has ended and was not successful. What now?
A: The refund will be organized by our Support team and you will be contacted through the email registered with Nuuvem. In this contact, we will inform you of all the details regarding the refund (refund method, deadlines, and other relevant information).
I want to buy a game or gift card just to test it. If I don't like it, can I ask for a refund?
If the purchase is not within the refund policy, as stated in the Terms of Use (items 3.5.1 and 3.5.2), unfortunately, a refund is not guaranteed. Therefore, it is not possible to buy a game/gift card just to test it. Whenever possible, research the game before making the purchase. Knowing the opinion of streamers or other people who have already played the same game will help you a lot in making the best possible decision. In some cases, the activation platforms offer demos or open betas without the need to purchase the game before testing.
If you have any doubts about whether the PC game will run smoothly on your PC, our Support team has prepared this article below that shows - in a few steps - how to test your configuration automatically!
What are the payment options to get my money back?
The refund, in most cases, can be made through the same payment method used for the purchase. So if...
.... the purchase was via Paypal, the refund is via Paypal.
.... the purchase was via credit card, the refund is via credit card
.... the purchase was via PicPay, the refund is via PicPay
In the case of payments by Boleto and PIX, bank details will be required to make the transfer. It is worth noting:
- some refunds have a completion period that can vary from 10 to 30 days.
In the case of a partial refund or one that does not apply to the situations above, it will be analyzed by Support to determine the refund method.
Should I request the refund?
The refund request is made directly to our support team available via the "contact us" button at the top of this article or just below. Just fill out the form with your request and the order details, and we will help with this as soon as possible. 😉
⚠️ IMPORTANT : Remember to provide the order number and name of the game / gift card . The email used for contact must also be the same as the one registered in the Nuuvem account. Otherwise, we will not be able to identify you as the legitimate author of the purchase. If you have lost access to the email registered in your Nuuvem account, you can provide us with the bank receipt for the payment (the one provided by the bank that shows the date/time of the purchase, the amount paid, the transaction code, etc)
What happens if my purchase is not within the refund policy? Can I still request it?
A refund is not guaranteed in this case, but of course, you can still request it! 😉
For this, it is important that you provide more details about the reason for the refund when submitting the request to us. In some cases, the refund may not be approved, but in others, it may be possible to help. Below we will give some examples to guide your request.
⚠️ IMPORTANT: The Nuuvem Support team reserves the right to deny refund requests (whether within or outside the policy) if it identifies abuse of the options that allow for exceptional refunds or receives successive return requests from the same person.
1- Even while meeting the system requirements, I had technical problems with the PC game. What now?
Don't worry, we won't leave you hanging! In most cases, it is possible to resolve the most common failures in a few steps.
If our material does not help you solve the technical problems, contact our support team and prepare evidence (videos, screenshots) of the problems you faced when trying to use the game.
2- I mistakenly redeemed the activation key on an account that is not mine. Can I get a refund?
No. It is very important to confirm that you are activating the game/gift card code on the same account you usually use, as redemption is a permanent and irreversible action. This means it will not be possible to move the game/subscription/balance between accounts, and for this reason, we also cannot approve the refund. Some platforms (like Steam) allow for game library sharing between one or more different accounts.
3- I saw that the site indicated the wrong activation platform. What now?
Don't worry, we don't always get it right! 😅
If the activation key is not compatible with the platform stated on the site, we take responsibility for the error and will help you with the refund! For this, it is important to provide the URL (link) you accessed when purchasing the product and send a screenshot that proves the identified error. This also applies to errors in the list of available languages, compatible regions, and content added after activation.
4- I didn't check the PC game's requirements and now I can't run it on my machine. Can you help?
Checking if your computer meets the system requirements demanded by the game is an essential step that needs to happen before viewing the key on the site. If you try to play a game without meeting these requirements, performance issues and/or crashes will be inevitable. In these cases, unfortunately, we cannot approve the refund request. For PC games, the requirements will always be listed at the bottom of the page.
We understand that this can be a complex query, so if you have any questions, know that our Support team can help you understand if your PC is ready 😉
5- The system requirements are missing and/or wrong, which misled me. Will you resolve this?
As in point 2, Nuuvem will always help you if you identify any incorrect information on our product page. If you notice that the PC game's requirements are not consistent with the official information from the Publisher, just forward evidence of the divergent/missing points and the URL where you identified the incorrect information to our support team.
6- I gave a game as a gift, but the person tested it and didn't like it. Can I get a refund?
Unfortunately not. Nuuvem's partner distributors consider viewing the key on the site as a product that has already been used. Therefore, unless a malfunction in the product is identified or factors that are preventing progress in the game, we cannot refund the purchase.