Refunds & complaints
Intermediary service. Payment goes directly to the store owner through the payment provider they connected; aDonate's 6% fee is paid by the owner and is not added to the price. The store owner is the seller under the contract and is responsible for the product and its delivery.
Who is responsible for what
The store owner is responsible for the product, its description and its delivery; the money for an order reaches the store owner, who makes refunds through their payment provider. The operator receives buyers' requests, passes them to the store owner and helps settle the dispute.
These rules do not limit consumer rights granted by law. What applies depends on what was bought: an unfulfilled order, a delivered digital product or access granted for a period.
When money is refunded
A refund is due where a product was not delivered, was delivered incompletely, does not match its description, or where a payment was taken twice because of a technical error. At the buyer's choice, the product is delivered again or the money is returned.
An order that has been paid for but not yet delivered is cancelled with a full refund. After a product of proper quality has been delivered, a request is assessed on the nature of the product and mandatory legal requirements; no blanket refusal is set in advance.
How to submit a request
Send the request to the support address on the “Seller and operator” page. State the order number, the date and amount of the payment, the server, the game identifier and a description of the problem; attach proof of payment.
Do not send the full card number, its expiry date, the CVV/CVC code, codes from bank messages or passwords: they are not needed, and service staff never ask for them.
Response times
A request is registered within one business day. A substantive answer is sent no later than ten business days from registration; where confirmation from the store owner or the payment provider is needed, the buyer is told of the extension and its reason.
Deadlines set by consumer protection law apply in any event and cannot be worsened by these rules.
How money is returned
The agreed amount is returned by the method used for payment unless another lawful method is agreed with the buyer. The refund is executed by the store owner's payment provider, so the time to credit also depends on the buyer's bank.
A refund may be full or partial, in proportion to the unfulfilled part of the order. The buyer gets back what they paid for the refunded part; the service fee is not deducted from it.
Disputing a payment at your bank
A buyer may dispute a payment with their own bank. That does not remove the right to have a request handled by the service, but it takes longer than contacting support directly.
If the bank returns the money, the delivered product may be withdrawn by the store owner. A double refund — through the bank and through the service — is not made.
If a dispute is not settled
The right remains to approach the competent consumer protection authority, out-of-court dispute bodies and the courts. The legal instruments are listed below.
Buyers outside the Republic of Kazakhstan keep the mandatory rights granted by the law of their country of residence.