Refund Policy
Last updated: April 6, 2026
Overview
At XILO, we are committed to supporting our users. Our refund policy applies to transactions facilitated through our platform. XILO provides game accounts as a service and is not the publisher of game content. Content-specific issues may still require escalation to the relevant game publisher.
Refund Eligibility
Refunds for transactions facilitated through XILO are considered based on the following:
- Request made within 30 days of purchase
- Technical issues preventing access to the provisioned account
- Payment processing errors
- Duplicate transactions
- Purchase was made in good faith
Non-Refundable Items
The following are typically not eligible for refund through XILO:
- Disputes related to game quality, balancing, or gameplay experience
- In-game purchases or DLC (contact game publisher)
- Purchases made more than 30 days ago
- Requests made by fraudulent accounts
- Disputes with game publishers regarding game content
How to Request a Refund
To request a refund for platform-related issues, please follow these steps:
- Log in to your XILO account
- Navigate to your purchase history
- Select the account order you wish to dispute
- Select "Contact Support" and describe the issue
- Our team will review your request within 3-5 business days
Refund Processing
Approved refunds for XILO platform issues will be processed within 5-7 business days. Refunds are credited to your original payment method. Your payment provider may require additional time to reflect the refund in your account. For game-specific refund requests, you must contact the game publisher directly.
Exceptions
XILO reserves the right to refuse refunds in cases of:
- Suspected fraud or abuse
- Repeated refund requests
- Violation of our Terms of Service
- Game-specific issues (must contact publisher)
Support & Appeals
If your refund request is denied or for game-specific issues, please contact our support team at: support@xilo.games