Refunds Policy

1. Eligibility for refunds

FCVAULT offers refunds in two clearly defined cases only:

• Coins not delivered: if the FC 26 Coins you purchased have not been delivered to your Ultimate Team account, you are entitled to a full refund of the order.
• Incorrect coin amount: if the amount of coins delivered does not match the amount you purchased, you are entitled to a refund of the difference, or, at our discretion, a top-up to the correct amount.

Outside of these two cases, all sales are final. In particular, refunds are not available once the correct amount of coins has been successfully delivered to your account.

2. How to request a refund

To request a refund, contact us through the in-app live chat or by email at SupportFcVault@gmail.com within 14 days of your purchase. Please include your order ID, the platform used, and a short description of the issue. We may ask for additional information (such as screenshots of your Ultimate Team club) to verify the claim.

3. Processing time

Approved refunds are processed back to the original payment method used at checkout. Depending on your bank or payment provider, it can take up to 5–10 business days for the funds to appear on your statement. FCVAULT cannot influence processing times of third-party financial institutions.

4. Partial deliveries

If only a portion of your order has been delivered, you may choose between (a) a partial refund equal to the value of the undelivered coins, or (b) completion of the delivery within a reasonable additional timeframe agreed with our support team.

5. Non-refundable situations

The following situations are not eligible for a refund:

• The correct amount of coins has been delivered to the account specified at checkout.
• You changed your mind after delivery, no longer want the coins, or your account was actioned by EA Sports for reasons unrelated to our delivery.
• You provided incorrect EA account information, blocked communications, or made the account unreachable during the delivery window.
• You requested a chargeback through your bank or card issuer without first contacting our support team to attempt a resolution.
• You used a third party (boosting service, coin transfer, etc.) on the same account during the delivery window, making verification impossible.

6. Chargebacks and fraud

Initiating a chargeback or payment dispute without first attempting to resolve the issue with FCVAULT support is considered a breach of our Terms of Service. In such cases we reserve the right to: (i) provide the payment processor with full evidence of delivery, (ii) suspend your access to the service, and (iii) recover any costs (including chargeback fees and reasonable administrative costs) by lawful means.

7. Statutory rights (EU consumers)

Where you are a consumer in the European Union, you have certain statutory rights that cannot be excluded by contract. However, in accordance with Article 16(m) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal does not apply to the supply of digital content that is not supplied on a tangible medium once performance has begun with your prior express consent and acknowledgement that you thereby lose your right of withdrawal. By placing an order for FC 26 Coins, you expressly request immediate performance of the service and acknowledge that you lose your right of withdrawal once delivery has started.

8. Ban warranty (separate from refunds)

Our lifetime ban warranty, as described on the Coins page, is independent from this Refunds Policy. The ban warranty covers replacement of coins in specific scenarios and does not constitute a monetary refund unless explicitly stated in the warranty terms.

9. Pricing errors

In the rare event of a manifest pricing error (for example a clearly mistaken price caused by a technical issue), we reserve the right to cancel the affected orders and issue a full refund, even after payment has been collected. We will notify you by email as soon as possible if this applies to your order.

10. Anti-fraud and verification

To protect our customers and our service, we may carry out reasonable verification checks before approving a refund (including verification of the EA account, payment method ownership, and order history). Refund requests linked to suspected fraud, stolen payment methods, or abusive behaviour will be denied and may be reported to the relevant authorities and payment networks.

11. Changes to this policy

We may update this Refunds Policy from time to time to reflect changes in our service, applicable law, or industry practice. The “Last updated” date at the top of this page indicates when the latest revision came into effect. Continued use of FCVAULT after changes are posted constitutes acceptance of the revised policy.

12. Governing law and disputes

This Refunds Policy is governed by the laws of Belgium, without regard to its conflict of laws principles. Mandatory consumer protection laws of your country of residence remain unaffected. Any dispute that cannot be resolved amicably with our support team may be submitted to the competent courts of Belgium, or, where you are a consumer, to the competent courts of your place of residence.

13. Contact

For any question about this Refunds Policy or to submit a refund request, contact us via the in-app live chat or by email at SupportFcVault@gmail.com. We aim to respond to all refund requests within 24 hours.