Refund Policy

Please read this Refund Policy carefully before paying for access to the Site or opening a Case.

This document forms an integral part of the User Agreement published on the Site; together they constitute the agreement between you and Witte Software LTD, registered address 128 City Road, London, United Kingdom, EC1V 2NX (the "Owner").

This Refund Policy applies to the services of access to the Site, the opening of Cases and the provision of Inventory (virtual skins), referred to together as the "Services".

1. When a Service can be refunded

1.1. The Services are digital services supplied immediately at your request. Once a Case, Terminal or Upgrader play has been paid for and the result determined, the Service has been fully performed and is not subject to a general right of cancellation.

1.2. By accepting this Refund Policy and receiving the Services, you confirm that you have been informed that the Services are supplied immediately, that you consent to their immediate supply, and that you accordingly lose the right to cancel that would otherwise apply to distance contracts for digital content.

1.3. Nothing in this Policy affects your statutory rights where a Service has been supplied improperly, nor the mandatory consumer protection rules of your country of residence.

2. Requests we do accept

2.1. We accept refund requests where the Services were provided improperly, and in particular where an Item was not received.

2.2. Processing of a request begins after payment has been confirmed. Confirmation usually takes a few seconds but may take up to 3 days depending on the payment method. You can check the status of a payment in your Account.

2.3. Where an Item you have received is subject to a Steam trade hold, it is displayed in your Account and may be sold, but delivery into your Steam account only becomes possible once the hold period ends. A trade hold is not a failure of delivery and is not a ground for a refund.

2.4. Where a withdrawal request fails, the Item is returned to your Account and remains available to be sold or requested again. This is the primary remedy for undelivered Items.

2.5. Where you have not received paid-for Services for any other reason, please contact support using the details below. Once non-delivery is confirmed, we will issue a refund.

2.6. Unused Points credited to your balance may be refunded at the Owner's discretion where they have not been spent. No refund is made where the funds have been spent, in whole or in part, on any function of the Site.

3. Fraudulent transactions

3.1. Where the Services were paid for without your authority and your payment details were used fraudulently, contact our support immediately using the details below.

3.2. We will investigate the case. Where the funds are still within our system, we will return them; otherwise a refund is not possible.

3.3. We may require confirmation of your identity and of your ownership of the payment details used for the transaction before processing such a request.

4. When to expect a refund

4.1. By default, funds are returned to the payment method used to obtain the Service.

4.2. Depending on the payment method, a refund may take up to 45 days.

4.3. Where your payment method does not support refunds, the refund amount is credited to your balance in Points for use on the Site.

5. How to contact us

5.1. You can request a refund or obtain other assistance with the use of the Site by contacting our support at support@mooncase.one.

5.2. We will make every effort to resolve your issue.

5.3. This Refund Policy takes effect on 26 July 2026 and remains in force until withdrawn or replaced by a new version.