Top-up Service Compensation Policy
1. Compensation for Top-up Delays
If a top-up delay occurs due to system issues or internal operational errors on KeyGold.gg, compensation will be provided according to the following standards. (Delays caused by user mistakes, game server maintenance, account restrictions, or official version updates are not eligible for compensation.)
| Delay Duration | Compensation |
|---|---|
| 1–2 hours | 10% discount coupon |
| 2–12 hours | Bonus package worth 15% of the order amount |
| 12–48 hours | Bonus package worth 50% of the order amount |
| Over 48 hours | Bonus package or credit equal to the full order value |
Bonus packages will be issued as equivalent in-game currency or KeyGold platform points, depending on the game and region.
2. Compensation for Top-up Errors
If a top-up is delivered to the wrong account due to system or operational errors, KeyGold.gg will reissue the correct top-up and may provide additional compensation based on the situation. If you prefer to return the incorrectly delivered package, you may apply for a full refund.
3. Compensation for Account Asset Loss
All top-up transactions on KeyGold.gg are processed through verified and secure payment channels. If a platform-side error causes a failed top-up or loss of funds, we will issue a full refund and provide a 5% discount coupon as a goodwill gesture.
4. Compensation Request Procedure
You may submit a request within 72 hours after the order completion via the Support Center or My Orders → Report Issue. Once verified, the compensation will be issued within 3 business days. Requests submitted after the 72-hour period will be considered forfeited.
5. Additional Notes
Delays caused by game developers or publishers — including server outages, maintenance, account bans, or version updates — are not eligible for compensation. KeyGold.gg reserves the right of final interpretation and modification of this policy.