Refund Policy

Overview

Credits Top-up

• Top-ups that successfully post Credits are generally final.
• Duplicate charges, missing Credits, or technical errors may be submitted for review.
• If Credits have already been used, a payment refund is generally not available.
• Credits are platform credits and are not a cash balance.

Box Open

• Once a box is opened and a prize is generated, the open is generally final.
• Technical failures may be reviewed by support.
• Prize outcomes are based on system records.
• Changing your mind after an open does not normally qualify for refund review.

Group Prize Drop Paid Entry

• A successful Paid Entry is generally final once the entry is recorded.
• If a drop is canceled, Drova may apply the handling option shown in the drop rules or activity details.
• If payment succeeds but an entry is not created, contact support for review.
• Entries included in a completed draw are generally final.

Direct Purchase

• A Direct Purchase may be reviewed for cancellation before fulfillment begins, depending on order status.
• After shipping, return or replacement handling depends on the item condition and support review.
• For damaged or incorrect items, contact support with the order number and photos if available.
• Stripe payment success does not mean the order has already shipped.

Shipping

• Shipping requests may enter processing soon after submission.
• Incorrect or incomplete addresses can cause delays or failed delivery.
• Tracking information may appear after operations processing.
• Address-related delivery failures may not qualify for payment refund review.

Sell Back

• Completed Sell Back decisions are generally final.
• Sell Back Credits are platform credits and do not reverse the original payment method.
• Sell Back value may be lower than ARV.
• Users should review the displayed value before confirming Sell Back.

Failed or Duplicate Payments

• If a payment fails but appears as pending with your payment provider, it may be released by the provider automatically.
• If you believe you were charged twice, contact support for review.
• Drova uses Stripe records and internal PaymentEvent records to reconcile payment issues.

How to Request Support