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Vmate Legal Policies

Cancellations & Returns

  • Order Cancellations: Cancellations are permitted only prior to delivery of login credentials. Once credentials are sent, no cancellations or chargebacks will be accepted.
  • Return Policy: Returns are only accepted if the account is invalid or inaccessible at delivery. Buyers must provide continuous video evidence of failed login. Requests must be made within 24 hours via Discord or e-mail.
  • Exclusions & Buyer Responsibility: Vmate is not responsible for loss of access caused by buyer’s actions, negligence, or violations of publisher terms. No refunds for bans, suspensions, or reclaims caused by buyer conduct.
  • Exceptions to Refund Eligibility: In extraordinary circumstances (fraud, duplicate transactions, consumer protection laws), Vmate may issue refunds at its sole discretion. These are case-by-case exceptions only.
  • Finality of Transactions: All sales are final, except in explicitly noted exceptions.
  • Independence & Safety: Vmate verifies accounts before sale. Vmate is independent and not affiliated with HoYoverse/miHoYo. Every account is rigorously checked, but future access cannot be guaranteed once delivered.
  • Withdrawal Rights (EU Consumer Directive): Under EU law, the right of withdrawal does not apply to digital content delivered by electronic means once the performance has begun with the consumer’s prior express consent. By purchasing and accessing the delivered account, the Buyer agrees that the service is fully performed and waives the withdrawal right.

Terms & Conditions

  • Definitions: “Company” = Vmate, “Buyer” = customer, “Account” = digital Genshin Impact account.
  • Acceptance & Digital Goods: By purchasing, Buyer accepts these Terms. Accounts are digital goods delivered electronically.
  • Independence; No Affiliation: Vmate is not affiliated with or endorsed by HoYoverse/miHoYo.
  • Security & Verification: All accounts are vetted. Buyers must provide a first-login video. Despite precautions, uninterrupted access cannot be guaranteed.
  • Evidence Requirement: In any dispute, the Buyer must provide a continuous first-login video recorded immediately after delivery. Missing or edited evidence automatically voids eligibility.
  • Proof of Delivery: Delivery is complete once credentials are transmitted. Login video is required as proof in disputes.
  • Confirmation of Delivery (EU Digital Content Rule): Delivery is legally completed once valid login credentials are transmitted electronically and the Buyer successfully accesses the account. By accepting digital delivery and accessing the account, the Buyer expressly requests immediate provision of digital content and waives the standard EU withdrawal period.
  • Buyer Responsibilities: Buyers must safeguard credentials and comply with publisher terms.
  • Risks & Publisher Policies: Vmate is not liable for suspensions or bans by publishers.
  • Returns & Disputes: Returns follow the Cancellations & Returns policy. Login video evidence is required.
  • Chargebacks, Unauthorized Disputes & Fraud: Since accounts are digital goods delivered electronically and access is confirmed via first-login video, chargebacks filed after successful delivery are prohibited. Fraudulent claims result in denial of service and may be escalated to acquiring banks, fraud networks, and legal authorities.
  • Support: Support via Discord and e-mail. Validity disputes must be raised within 24 hours.
  • Limitation of Liability: Vmate is not liable for indirect or consequential damages.
  • Limitation on Future Access: Suspension due to publisher rules does not constitute product defect under EU consumer law.
  • Governing Law & Applicable Consumer Rights: These Terms are governed by Ukrainian law. Mandatory consumer protection provisions in EU countries apply only to the minimum extent required.
  • Miscellaneous: Severability, Entire Agreement, Amendments, Contact info.
  • Abuse of Consumer Protection Mechanisms: Abuse of refund tools or bank disputes may result in legal recovery and reporting to fraud databases.

Privacy Policy

  • Data We Collect: Contact info, transaction details, login video, technical data for fraud prevention.
  • Purpose of Processing: To fulfill orders, provide support, prevent fraud, comply with law.
  • Lawful Bases: Contract performance, legitimate interests, legal compliance.
  • Data Retention: Data retained only as long as necessary or legally required.
  • Security: Reasonable safeguards are applied. No system is 100% secure.
  • Sharing & Disclosure: Data not sold. May be disclosed to service providers, law enforcement, or to prevent fraud.
  • User Rights: Users may request access, correction, deletion, unless retention required by law.
  • Children’s Data: Not directed to minors. Data of children not knowingly processed.
  • International Transfers: Safeguards applied for cross-border transfers.
  • Contact: Buyers may contact Vmate via official Discord, site-listed e-mail, or online contact form.
  • Updates: Policy may be updated. Effective upon posting.

Company / Legal Entity Information

This website and all commercial activities on VmateGames.com are legally operated under an Individual Entrepreneur (Sole Proprietor) registered in Ukraine:


Individual Entrepreneur: Oleksandr Serhieiev

EDRPOU / Tax Identification Number: 3491911857

Bank: Monobank (JSC “Universal Bank”)

IBAN: UA503220010000026009330088431


All payments are legally settled to the entity above. Buyers acknowledge the identity of the payment recipient at checkout.