Refunds and cancellations

You can cancel any order we have not delivered yet. Write to support@ottsewa.com or use the contact form, quote your order number, and we will cancel it.

• If you have already paid, we refund the full amount.
• If you have not paid yet, there is nothing to refund and the order simply closes.

Sometimes we have to cancel an order ourselves. What happens next depends on why.

• We cannot supply it. If an item becomes unavailable after you have paid, we apologise, cancel the order and refund you in full.
• We cannot match your payment. Every payment is checked by a person against the screenshot you upload. If no matching payment arrives, the order is cancelled and no refund is due, because nothing was received. If you did pay, reply to the cancellation email with a clear screenshot or the transaction details and we will look again.

Codes and accounts can be used the moment they arrive, so we cannot take them back or refund a change of mind. If something you bought does not work, though, we will put it right.

• A code that is invalid, already used or rejected when you first redeem it.
• An account or subscription that does not work as described on its product page.
• A top-up that does not arrive on the player ID you gave us.

Tell us within 7 days of delivery, with your order number and a screenshot of the problem. We check it with the supplier and send a working replacement, or refund you if we cannot.

• Changing your mind after the code or login has been delivered.
• A wrong email address or player ID entered at checkout. We will always try to help, but we cannot recover something already sent where you asked us to send it.
• Region or device limits that are stated on the product page.
• An account or code suspended by its provider because of how it was used, for example by breaking that service's own rules.

Refunds go back to the account the payment came from: the same eSewa, Khalti, bank or ConnectIPS account, or the wallet or transfer service used from abroad. We email you when the refund has been sent.

Any store credit or coupon value used on the order is returned to your Ottsewa account as credit, not paid out as cash.

Write to support@ottsewa.com or use the contact form. Include your order number, which starts with OTT-, and a screenshot if something is not working. You can also find every order, and everything delivered with it, under Your orders.