Refund Policy

Last updated: 20 October 2026

On Grailo your payment is held until the card reaches you. This page explains when you get your money back and how long it takes.

Automatic refunds

• The seller does not deliver. If no valid trade offer arrives within 12 hours, the full price is refunded automatically.
• The seller cancels the sale before sending the offer: full refund, straight away.
• The item is no longer available when you try to buy it: nothing is charged.
• Orders with several listings. Every listing in your cart is refunded on its own: if one seller does not deliver, or one listing sold out a moment before your payment, you get that part back and the rest of the order goes ahead.
• Bundles are refunded in full if the offer does not contain every item in the bundle within 12 hours.
• You cancel a buy offer that nobody has accepted: the full amount is returned.

Disputes

If a trade is reversed on Steam, or something went wrong with a delivery, the funds are frozen and we review the case. We look at the Steam trade records and at both inventories, and we decide whether to refund the buyer or pay the seller. We aim to close disputes within 7 days.

When a refund is not possible

Once you have accepted a trade offer containing the item you bought, the sale is complete. Because the item is delivered immediately and at your request, we cannot refund a completed purchase just because you changed your mind, unless the item was not as described or the law gives you a specific right.

Where the money goes

Refunds are returned to your Grailo balance straight away, or to your original payment method, where the payment provider's processing time applies, usually 5 to 10 working days. Fees charged by Grailo are refunded together with the purchase.

Contact

For any refund question write to support@grailo.gg with the trade details. We reply within 2 working days.