DELIVERY, CANCELLATION, AND REFUND POLICY – DIGITAL PRODUCTS

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, via:

  • display of the key on the order details page, in the customer's account; and/or
  • direct activation on a third-party platform (e.g., Steam, Xbox, PlayStation, EA, Ubisoft).

Keys are not sent via email.

Delivery usually occurs immediately, but delays may happen due to anti-fraud checks, payment confirmation, publisher requests, or security requirements.

2. Automatic Cancellation Before Key Revelation

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

  • purchase date,
  • release date,
  • pre-sale,
  • existence of early access.

If the key has not been revealed → the customer can cancel immediately in their own account.

The amount is automatically refunded according to the payment method used.

This commercial policy is broader than the right of withdrawal under the CDC.

3. Key Revealed / License Activated

A digital product is considered consumed when:

  • the key is revealed, viewed, or displayed in the 2Game account; or
  • the direct activation appears linked to the user's account on a third-party platform.

In these cases, cancellation or refund is not possible, except if:

  • there is a proven technical error by 2Game;
  • the product does not match the advertisement (incorrect platform/region, listing error, etc.);
  • the code sent is invalid or rejected by the platform.

4. Pre-Orders and Early Access

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

If any key is revealed/activated → it will no longer be eligible for a refund, unless due to an error by 2Game or the publisher.

5. Technical Issues

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

  1. contact support@2game.com.br;
  2. send evidence (screenshots, video, platform error).

Refundable 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 account by the user,
  • PC not meeting requirements,
  • purchase made "to test",
  • regret after key revelation.

6. How to Request Support (only when necessary)

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

Include:

  • order number,
  • product name,
  • problem description,
  • evidence (screenshots/videos).

The email must be the same used in the account/purchase.

7. Refund Method and Timeframe

The refund is processed:

  • via the same payment method, when possible;
  • PIX/Boleto → customer provides bank details.

Usual timeframes:

  • 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 (E-commerce),
  • digital distribution market practices and publisher/platform requirements.