1. Purpose of This Policy

The purpose of this Policy is to provide customers with a clear process for submitting feedback, suggestions and complaints relating to QUARNESK, LLC, our website, our customer service and digital products purchased from quarnesk.com.

We use customer feedback to identify service problems, investigate individual order concerns and improve the overall shopping experience.

Customers are encouraged to contact us when they believe that an order, payment, digital delivery or customer service interaction has not been handled as expected.

2. Types of Complaints We Can Review

Customers may contact us regarding issues including, but not limited to:

• A game key or activation code that appears to be invalid;
• A gift card or voucher that cannot be activated or redeemed;
• Game currency that has not been credited as expected;
• A top-up order that remains incomplete;
• A virtual product that was not delivered;
• Receiving a digital product different from the product ordered;
• Duplicate or incorrect payment charges;
• A cancellation, refund or replacement request;
• A delayed order or fulfillment issue;
• An account, login or order-history problem;
• A KYC or order-verification concern;
• A customer service or communication concern;
• A privacy or personal-data concern;
• A website functionality or checkout problem.

3. Product Suggestions and General Feedback

We also welcome suggestions that may help us improve our digital marketplace.

Customers may suggest additional games, game currencies, gift cards, activation products, top-up options, regions, platforms or other digital products that they would like to see available through our store.

Feedback may also relate to website navigation, product information, checkout usability, payment options, customer support or other parts of the shopping experience.

While we review relevant suggestions, submitting a suggestion does not guarantee that a particular feature, product, platform or service will be added.

4. How to Submit a Complaint

Customers may submit a complaint by contacting our customer support team at [email protected] or through the Contact Us page on our website.

Please provide enough information for us to identify the applicable order and understand the issue.

Where relevant, please include:

• Your order number;
• The email address used when placing the order;
• The name of the affected product;
• The date of purchase;
• A clear description of the problem;
• The game or platform involved;
• The applicable region or server;
• The player ID or other fulfillment identifier where relevant;
• Any error message displayed;
• Relevant screenshots where reasonably necessary;
• The resolution you are requesting.

Providing accurate information can help us review the issue more efficiently.

5. Complaints About Game Keys, Codes and Gift Cards

If your complaint relates to a game key, activation code, gift card, voucher or another code-based digital product, please describe the problem before repeatedly attempting to activate or redeem the product.

Depending on the issue, we may review relevant fulfillment records, delivery information, product restrictions and available activation information.

We may need to determine whether the code was valid when supplied, whether it was previously used before delivery, whether regional or platform restrictions apply and whether the product corresponds to the item originally ordered.

Where an error attributable to our fulfillment process is confirmed, we may provide a valid replacement, complete the original order or provide another appropriate remedy in accordance with our Return & Refund Policy.

6. Complaints About Game Currency and Top-Ups

Complaints relating to game currency, account top-ups or other account-based virtual products may require us to review fulfillment information associated with the order.

This may include the player ID, account identifier, server, region, platform, product amount and delivery status associated with the transaction.

If a top-up has not been completed, we may investigate the fulfillment status and attempt to complete or correct the order where reasonably possible.

If the customer supplied an incorrect player ID, server, platform or other destination information and the digital value has already been successfully delivered to that destination, reversal may not always be possible.

These situations will be reviewed according to the circumstances of the transaction and our Return & Refund Policy.

7. Payment, Refund and Billing Complaints

If your complaint concerns a payment, please provide your order number and describe the billing problem clearly.

Payment-related complaints may include:

• A duplicate charge;
• An incorrect transaction amount;
• A payment completed without corresponding order fulfillment;
• A refund that has been approved but does not yet appear;
• A payment that remains pending;
• A question concerning the payment method used for the order.

Certain payment issues may require information or processing from the applicable bank, card issuer, PayPal, digital wallet or other payment provider.

We will review information available to us and provide appropriate assistance where the matter relates to our order or payment records.

8. Complaint Review Process

Once a sufficiently detailed complaint has been received, our support team may review the relevant order, payment, fulfillment and customer service information.

Depending on the nature of the complaint, our review may include:

• Confirming the applicable order information;
• Reviewing digital product delivery records;
• Checking relevant payment status information;
• Reviewing activation or fulfillment information;
• Checking player ID, server or region information where applicable;
• Requesting additional information from the customer;
• Consulting an applicable digital fulfillment or payment provider;
• Reviewing previous communications concerning the order.

Simple matters may be resolved quickly, while cases that require technical investigation, payment-provider information or third-party fulfillment review may require additional time.

9. Possible Resolutions

The appropriate resolution will depend on the facts of the complaint, the product involved and the status of the applicable digital order.

Where appropriate, possible outcomes may include:

• Providing additional product or activation instructions;
• Correcting an order or fulfillment error;
• Completing an outstanding top-up or digital delivery;
• Providing a replacement key or digital product;
• Correcting an incorrect billing issue;
• Issuing an eligible partial or full refund;
• Providing an explanation where delivery was successfully completed;
• Escalating the matter for further review.

Any refund, replacement or cancellation remains subject to the applicable circumstances and our Return & Refund Policy.

10. Information Security and Privacy

Customers should provide only information reasonably necessary for us to investigate their complaint.

Personal information provided in connection with a complaint may be used to identify the customer, investigate the applicable order, communicate about the complaint, prevent fraud and maintain relevant support records.

Personal information will be handled in accordance with our Privacy Policy and applicable data protection requirements.

11. Escalation and Unresolved Complaints

If you believe that your complaint has not been adequately addressed, you may contact us again and clearly request that the matter be reviewed further.

Where possible, please include the previous order information, correspondence and the reason you believe additional review is necessary.

Nothing in this Policy is intended to restrict any mandatory consumer right available to you under applicable law. Where legally available, customers may also have the right to seek assistance from an appropriate consumer protection authority, payment provider or applicable alternative dispute resolution mechanism.

We encourage customers to contact us first where practical so that we have an opportunity to investigate and attempt to resolve the issue directly.

12. Fair Use, Communication and Policy Updates

We aim to handle genuine complaints objectively and professionally. Customers will not be disadvantaged merely because they submit a legitimate complaint or request review of an order.

We ask customers to communicate accurately and respectfully and to avoid submitting false, misleading, manipulated or intentionally incomplete information.

Repeated duplicate submissions regarding the same matter may be consolidated into a single case so that the issue can be reviewed efficiently.

Threatening, abusive or clearly fraudulent communications do not create an entitlement to a particular outcome and may be handled appropriately while preserving any mandatory rights available under applicable law.

We may update this Suggestion & Complaint Policy from time to time to reflect changes to our products, website, support procedures, payment arrangements or applicable requirements.

The latest version will be published on this page together with the applicable "Last Updated" date.