Billing & Refunds Policy

Last updated: May 2026

This Billing, Refunds & Chargeback Policy explains how payments, billing, refunds, technical-failure credits, and chargebacks are handled on cstrel.com (the "Service"), operated by test (company number test), trading as Cstrel.

By purchasing Skins or using paid features of the Service, you agree to this Policy as well as our Terms & Conditions.

1) Payment Processor Disclosure

Payments are securely processed by licensed payment service providers. We do not store full card details on our systems. All payment transactions are encrypted.

Your payment may also be subject to authentication, fraud screening, and verification procedures required by the payment provider or your card issuer.

2) Billing Information

Prices on Cstrel are set in euros (€). If you select another supported currency using the currency selector, prices are displayed and charged in that currency at the conversion rate shown at checkout. The rate is fixed when your order is placed, so a later change to the rate does not affect an order you have already paid for. Polish złoty payments are processed via BLIK; all other currencies are processed by card.

When you complete a purchase, you authorize us and our payment processor to charge the amount shown at checkout in the currency shown at checkout. Where your bank account or card is held in a currency other than the one you are charged in, your bank or payment provider determines any further conversion rate and may apply its own fees.

Skins are typically reserved for delivery as soon as the payment is captured. If a Skin cannot be delivered to your Steam account within the expected timeframe, we will notify you by email of the delay and the expected resolution timeline.

3) Status of Purchased Skins

Skins purchased on Cstrel are virtual in-game items for Counter-Strike 2 delivered through the Steam trade system. Once a Skin is successfully delivered to your Steam account, ownership and storage of that Skin is governed by Valve's terms and Steam's policies.

4) Refund Eligibility Criteria

Refunds may be granted only in the following circumstances:

• You were charged successfully but the purchased Skin was not delivered to your Steam account.
• A confirmed technical failure prevented the trade from completing.
• Duplicate billing or an obvious billing error occurred.
• A refund is otherwise required under applicable consumer protection law.

Refunds are not normally available in the following situations:

• The Skin was successfully delivered to your Steam account.
• You changed your mind after requesting immediate delivery.
• You are dissatisfied with the wear, pattern, or visual appearance of a Skin where the listing accurately described the item.
• Your trade was blocked or held by Steam due to your own account state (Steam Guard hold, trade ban, full inventory, invalid trade URL).

5) Technical Failure Policy

If a trade fails because of a confirmed technical error on our side, system fault, service outage, timeout, or platform bug, we will at our discretion:

• Retry delivery once the issue is resolved; or
• Issue a refund to the original payment method, where re-delivery is not possible or not appropriate.

To assess a technical-failure claim, we may review transaction logs, trade records, account activity, and system diagnostics. We reserve the right to deny claims where our records show successful delivery or evidence of user error.

6) Refund Request Window

All refund requests must be submitted within 30 calendar days from the date of the relevant transaction. Claims submitted after this period may not be eligible for review.

7) How to Request a Refund or Report a Billing Problem

To request a refund or report a billing issue, please contact us at [email protected]. Your message should include:

• Your account email address.
• Order ID or invoice reference.
• Transaction date and amount.
• A clear description of the issue.
• Relevant evidence (screenshots, error messages, or payment confirmations).

8) Dispute Submission Procedure

Before initiating a chargeback or payment dispute with your bank or card issuer, you should first contact our support team to attempt resolution.

When submitting a dispute to us, please provide:

• Your full contact details.
• The email used for the Cstrel account.
• Order or transaction identifiers.
• Screenshots or other supporting evidence.
• A short explanation of the requested resolution.

9) Response Timeframe (SLA)

We aim to acknowledge billing-related inquiries within 2 business days and to provide a substantive response or resolution within 7 business days, although more complex cases may take longer. If additional review is needed, we will inform you that your request remains under investigation.

10) Chargebacks

A chargeback should be used only where a billing issue could not be resolved directly with us. If you initiate a chargeback without first contacting us, we may still submit records to the relevant card network or payment processor showing proof of delivery and transaction legitimacy. Where permitted by law, we reserve the right to suspend or restrict account access while an active payment dispute is under review.

11) EU/UK Digital Content and Waiver of Withdrawal Right

For customers in the European Union and the United Kingdom, in-game digital items fall under digital content regulations. Before completing payment, eligible customers may be required to confirm that they understand that by purchasing a Skin and requesting immediate delivery, they waive their statutory right of withdrawal under applicable consumer protection regulations (e.g., EU Consumer Rights Directive, UK Consumer Contracts Regulations) and consent to the immediate performance of the service.

Where this waiver has been validly accepted and delivery has begun, cancellation or withdrawal rights no longer apply, except where the law provides otherwise.

12) Contact Details

Support contact: [email protected].

test
Company No. test
Date of incorporation: test
Registered address: test, test, test, test
Contact: [email protected]

If you contact us regarding a billing matter, please use the same email address associated with your Cstrel account to help us locate your records quickly.