Refund policy
This policy explains when a purchase on cs2demo.gg is refunded and how to ask for it. It is part of our terms of service.
Who refunds you
Our order process is conducted by our online reseller Paddle.com. Paddle (Paddle.com Market Ltd) is the merchant of record for all our orders, so refunds are paid by Paddle, to the card or account you paid with, under its buyer terms.
14-day refund
- Credit packs: within 14 days of the charge, a pack whose credits you have not used is refunded in full.
- Subscriptions (Pro, Pro+, Esport): within 14 days of a charge, the first payment or a renewal is refunded in full if none of that period's credits were used. The plan then ends.
- Charged by mistake: a double charge, or a charge for a plan you had already cancelled, is always refunded.
- Something did not work: if you paid and did not get your credits or your plan, write to us and we fix it or refund you.
What is not refunded
- Credits already used. A failed AI analysis never uses credits: they come back to your account by themselves.
- The rest of a subscription period after you cancel: the plan stays on until the end of the period you paid for, and nothing more is charged.
- Purchases older than 14 days, except where the law requires a refund.
- Unused credits and the rest of a period when we close an account because it broke our terms or the law.
If we stop the service, or close your account for any other reason, we refund the unused part of what you paid.
Your right of withdrawal
If you are a consumer in the EU, the UK or Türkiye, you may have the right to withdraw from a purchase within 14 days without giving a reason. Because the service starts as soon as you buy, using credits or the plan within that time means you ask for it to start right away, and what you have used is not refunded. Nothing in this policy limits the rights the law gives you as a consumer.
How to ask for a refund
Write to us at [email protected] from the e-mail address you paid with, or reply to the receipt Paddle sent you, with the order number. We answer within a few working days. Once a refund is approved, Paddle sends it right away; your bank may take 5 to 10 working days to show it. The credits or the plan it paid for are removed from your account.