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Refund Policy

Effective 5 August 2026

Short version: we refund unused keys within 24 hours, keys sold while the loader was down, and duplicate purchases — nothing else. Activated keys and game bans are not refundable.

This is the refund policy for licenses sold on hllvietnamhacks.com — the HLL Vietnam Hacks loader for Hell Let Loose: Vietnam. Digital license keys are not the same as physical goods. Once a key leaves our system and hits your account, it’s yours. Once you activate it, it’s used. That’s the reality we have to write the refund rules around, and we’d rather be honest about it up front than bury it in a wall of legal text.

Here is exactly when we refund, when we don’t, and how to ask.

When you get a refund

Three situations. If your case is one of these, we’ll sort it out fast.

Unused key, within 24 hours of purchase. If you bought a license, changed your mind, and haven’t injected the loader yet, contact us within 24 hours and we’ll refund it. The key gets revoked at the same time.
Loader was down at the time you bought. Our status is published on /undetected/ before checkout. If that board was not green when you purchased — meaning the product wasn’t actually usable as sold — you’re owed a refund. Send us the order details and we’ll confirm against our logs.
Duplicate purchase. Double-clicked the checkout, bought twice by accident, family member ordered the same key — the extra one comes back to you. Always.

Simple test: if the key never got used and you’re inside the window, or the service wasn’t working when you paid, you’re getting your money back.

When you don’t

These are the cases we can’t refund, and it’s important you know before you buy, not after.

The key has been activated. One injection is enough. Once the loader authenticates a session against that key, the license is spent from our end — there is no way to un-consume it. This includes “I only used it for five minutes” and “it worked but I didn’t like it.”
Game bans. We tell every buyer, on /how-to/is-it-safe/ and elsewhere, that no third-party tool for a live multiplayer game is ever zero-risk. If your Steam or game account is actioned by the publisher, that’s a risk you accepted when you bought. We can’t compensate for it, and we won’t pretend we can.
Changed your mind after using it. Buyer’s remorse after playing a few rounds isn’t a refund trigger. You had the product; the product worked.
Undetected status changed after you bought. The status you saw at checkout is what you paid for. If detection drops later in your subscription, that’s covered by our standard downtime handling, not a refund of a used key.
Chargebacks and payment disputes. See below — these are handled separately and have consequences.

How to request one

Go to /contact/ and open a refund request. Include:

The email on your account and on the order
The date and rough time of purchase
Which tier you bought (1-day, 7-day, or 30-day)
Why you’re asking — one honest sentence is enough

Please don’t open a payment dispute first and then message us. That closes the door on a normal refund and forces everything into the chargeback process, which is worse for both of us.

Response time

A real person reads every refund request. In practice that means a couple of business days — sometimes same day, sometimes 48 hours, occasionally a bit longer over a weekend or holiday. We won’t leave you hanging.

If your case is one of the three clear-cut ones above, the reply is usually short and the money is on its way back through the same payment method you used.

Chargebacks

This one matters, so we’re going to be blunt.

Filing a chargeback or payment dispute instead of asking us for a refund does three things: it costs us a fee well above the price of your license, it puts our merchant standing at risk, and if it happens enough it takes payment options away from every future customer. Small independent products like ours live and die on payment-processor reputation.

Consequence: a chargeback triggers a permanent ban on the account, forfeiture of any remaining subscription time, and forfeiture of any other keys on that account. If the dispute is later reversed, service is not restored.

If you have a legitimate complaint, email us first. We’d rather refund you directly than fight a dispute we’re both going to lose time on.

If we cancel your service

Rare, but it happens. If we terminate your access for violating our terms — sharing your key, running the loader on multiple machines against the license terms, harassing staff or other members, or attempting to attack our systems — you don’t automatically get a refund.

Where the violation is minor and there’s a meaningful chunk of unused subscription time left, we may refund that unused portion at our discretion. Where the violation is serious — fraud, chargeback abuse, reselling — there is no refund and no restoration.

Questions on any of this? Contact us before you buy, not after. We’d rather answer a pre-sale question than process a refund we could have prevented.