Guarantees

What we promise

Each promise in plain words, with what triggers it and what you get. Every one is written into our terms.

In short

  1. Always

    Checked before charged

    Covered
    Your account check fails, can’t finish within 10 minutes, or you decide not to pay.
    What you get
    The order stops, nothing is charged, and we delete your login.
    Not covered
    Anything after your payment is confirmed. From then on, what we can’t deliver is refunded without asking.
    How to claim
    Nothing to claim: the order stops by itself, nothing is charged, and we delete your login.
  2. EA’s 5% tax on us

    The coins you see are the coins you get

    Covered
    Every order.
    What you get
    The amount you order is the amount your club receives. EA’s 5% transfer tax is already in our price.
    Not covered
    Coins EA removes later under its own rules, and coins you spend or lose in the game after delivery.
    How to claim
    Fewer coins arrived? On your order page, press “Make a claim under our guarantees”.
  3. 15 minutes

    Your price, held

    Covered
    The market moves while you check out.
    What you get
    Your quoted price stays the same for 15 minutes.
    Not covered
    A price after the 15 minutes: we quote again, and you see the new price before you pay.
    How to claim
    Charged more than your held price? On your order page, press “Make a claim under our guarantees”.
  4. Live

    Honest estimates

    Covered
    Delivery takes longer than the estimate we showed you.
    What you get
    Your order page says so and shows a new estimate; if the market stalls, we email you too. Until all your coins have arrived, you can still withdraw for the rest.
    Not covered
    Money for a late delivery: our terms set no delivery-time payout.
    How to claim
    Nothing to claim. To stop, withdraw for the rest while coins are still arriving.
  5. Automatic

    Refunds without asking

    Covered
    We can’t deliver all your coins, a payment arrives after your order stopped, or you are charged twice.
    What you get
    We refund the difference to your payment method automatically. No form, no waiting for a reply.
    Not covered
    Coins already in your club, which can’t be taken back, and coins or accounts EA acts against under its own rules.
    How to claim
    Nothing to claim: it’s automatic. If a refund hasn’t reached you, press “Make a claim under our guarantees” on your order page.
  6. 14 days

    Change your mind

    Covered
    You withdraw before all your coins have arrived.
    What you get
    We stop delivery and refund the coins not yet delivered, or the full price if delivery hadn’t started.
    Not covered
    Coins already delivered, and the whole order once all your coins have arrived, even within the 14 days.
    How to claim
    Press Withdraw from contract here, on your order page or at the foot of every page. No sign-in, no reason needed.
  7. Dated

    Your login, deleted

    Covered
    Delivery ends or your order stops.
    What you get
    We delete our copy of your login, and check every hour that none of ours is older than 48 hours. The copy at our delivery partner is deleted too, and your certificate shows when each deletion was confirmed.
    Not covered
    Your EA account itself: the login keeps working at EA until you change your password. Change it and make new backup codes after delivery.
    How to claim
    Nothing to claim: your certificate shows when each deletion was confirmed. Questions go to our help centre.

DRAFT — lawyer review

These promises don’t cover measures EA takes against an account under its own rules. Read about EA’s rules

The full conditions are in our terms of sale and our refunds and withdrawal policy.