Complaints & Dispute Resolution Policy

Last updated: 31 July 2026

1. Purpose of This Policy

This Complaints & Dispute Resolution Policy explains:

• how to submit a complaint to ConSkins;
• what information should be included;
• how complaints are acknowledged, investigated and resolved;
• the expected response timeframes;
• how complaints concerning payments, Digital Item delivery, Steam Trade Offers, Account restrictions, refunds, verification and personal data are handled;
• how to request an internal review of a decision; and
• which external options may remain available if a complaint is not resolved.

This Policy forms part of the ConSkins Terms and Conditions.

2. Service Provider

The ConSkins service is operated by:

In this Policy, “ConSkins”, “we”, “us” and “our” mean CONDEO LTD.

3. Definitions

For the purposes of this Policy:

• “Account” means a registered ConSkins user account;
• “Balance” or “ConSkins Balance” means the internal account credit available for eligible purchases through ConSkins;
• “Business Day” means Monday to Friday, excluding public holidays in England and Wales;
• “Complaint” means an expression of dissatisfaction concerning ConSkins, an Account, payment, Balance, Order, delivery, refund, security decision, verification process, personal data or another matter for which a response or remedy is requested;
• “Digital Item” means a virtual in-game item available through ConSkins and capable of being transferred through Steam;
• “Final Response” means our written response setting out the outcome of a Complaint and any available next steps;
• “Order” means a confirmed request to purchase a Digital Item using the ConSkins Balance;
• “Payment Method” means a payment card or another payment method available through the ConSkins payment interface;
• “Payment Provider” means an independent third party used to process payments, authentication, refunds and related services;
• “Steam” means the service operated by Valve Corporation;
• “Steam Account” means the Steam account linked to a User’s ConSkins Account;
• “Steam Trade Offer” or “Trade Offer” means an offer made through Steam to transfer a Digital Item;
• “Top-Up” means a payment made to add Cash-Funded Balance to an Account;
• “User”, “you” and “your” mean the individual using ConSkins or submitting a Complaint.

4. Our Approach to Complaints

ConSkins aims to handle Complaints:

• fairly;
• impartially;
• consistently;
• promptly;
• confidentially;
• proportionately;
• in clear language; and
• without charging the complainant a fee.

Submitting a genuine Complaint will not by itself result in retaliation, loss of statutory rights or adverse treatment.

ConSkins may still take proportionate action where a Complaint reveals:

• fraud;
• unauthorised payment activity;
• Account compromise;
• sanctions concerns;
• misuse of Steam Trade Protection;
• a serious breach of the Terms and Conditions; or
• another legitimate security or legal risk.

5. Matters Covered by This Policy

You may submit a Complaint concerning:

• Account registration or access;
• email verification;
• Steam Account linking;
• Steam Trade URL issues;
• a Top-Up;
• missing, delayed or incorrectly credited Balance;
• a declined or reversed payment;
• Digital Item pricing;
• an Order;
• delayed or failed delivery;
• an incorrect or materially misdescribed Digital Item;
• a Steam Trade Offer;
• a refund or cancellation;
• an Account closure request;
• return of unused Cash-Funded Balance;
• an Account restriction, suspension or closure;
• identity, age or Payment Method verification;
• sanctions screening;
• suspected fraud or Account compromise;
• customer support;
• use of personal data;
• cookies or tracking technologies;
• accessibility of the Complaint process; or
• another aspect of the ConSkins Service.

6. Matters Outside ConSkins’ Control

Some issues are controlled independently by third parties.

These may include:

• Steam Account recovery;
• Steam passwords;
• Steam Guard;
• Steam trade bans;
• Steam trade holds;
• Valve enforcement decisions;
• Steam Trade Protection decisions;
• decisions made by a bank or card issuer;
• payment authentication decisions;
• independent Payment Provider risk decisions;
• external bank processing times; and
• third-party services not operated by ConSkins.

ConSkins will assist where the matter relates to a ConSkins transaction, but we cannot overturn an independent decision made by Steam, Valve, a bank, card issuer or another service provider.

Where appropriate, we may direct you to the organisation responsible for the relevant issue.

7. How to Submit a Complaint

Complaints should be sent by email to:

info@conskins.com

The email subject should preferably include:

Complaint – [brief description or Order number]

You may submit a Complaint from the email address registered to your Account.

If you use another email address, we may need to verify your identity and Account ownership before discussing Account-specific, payment, delivery or personal data information.

8. Information to Include

To help us investigate, your Complaint should include, where relevant:

• your full name;
• the email address registered to your Account;
• your Account identifier;
• the Order number;
• the Top-Up or transaction reference;
• the date and amount of the transaction;
• the relevant Digital Item;
• the linked Steam profile or Steam ID;
• the Steam Trade Offer reference;
• the date and approximate time of the issue;
• a clear description of what happened;
• the steps already taken;
• relevant screenshots or screen recordings;
• correspondence with Steam, a bank or Payment Provider;
• the outcome you are requesting; and
• any accessibility or communication needs.

You should not send:

• your ConSkins password;
• your Steam password;
• Steam Guard codes;
• complete payment card numbers;
• card security codes;
• card PINs;
• online banking passwords; or
• unrelated sensitive information.

9. Complaints Submitted on Behalf of Another Person

A representative may submit a Complaint on behalf of another person.

We may require:

• written authority from the Account holder;
• confirmation of the representative’s identity;
• confirmation of the Account holder’s identity;
• details of the scope of the authority; and
• another proportionate verification measure.

We may communicate directly with the Account holder where necessary to confirm authority or protect the Account.

10. Accessibility and Reasonable Assistance

If you need assistance submitting or understanding a Complaint, you may contact:

info@conskins.com

Where reasonably possible, we may provide:

• a simplified explanation;
• an accessible electronic format;
• additional time to provide information;
• communication through an authorised representative; or
• another reasonable adjustment.

11. Acknowledgement

We aim to acknowledge a Complaint within five Business Days after receiving it.

The acknowledgement may include:

• confirmation that the Complaint has been received;
• a Complaint reference;
• a summary of the issue;
• any additional information required;
• the expected next steps; and
• an indicative response timeframe.

If we provide a complete resolution within the acknowledgement period, a separate acknowledgement may not be necessary.

Data protection Complaints will also be handled in accordance with applicable statutory requirements, including the requirement to acknowledge receipt within 30 days.

12. Initial Assessment

After receiving a Complaint, we may assess:

• whether the matter falls within this Policy;
• whether sufficient information has been provided;
• whether urgent protective action is necessary;
• whether the matter relates to a third party;
• whether another ConSkins Policy applies;
• whether a payment dispute or Chargeback is already open;
• whether identity or Account ownership must be verified;
• whether the issue has previously been resolved; and
• whether related Complaints should be reviewed together.

13. Urgent Security Complaints

A Complaint may require urgent action where it concerns:

• suspected Account compromise;
• an unauthorised Top-Up;
• stolen Payment Method information;
• phishing;
• a suspicious Steam Trade Offer;
• an incorrect Trade URL during an active Order;
• unauthorised access to a linked Steam Account;
• a personal data breach;
• an active fraud attempt; or
• another immediate risk of loss or harm.

We may temporarily restrict:

• Account access;
• Top-Ups;
• Balance use;
• pending Orders;
• Steam delivery;
• refunds; or
• other affected functionality

while the issue is investigated.

Such restrictions are protective measures and do not determine the final outcome of the Complaint.

14. Investigation

Depending on the Complaint, we may review:

• Account registration information;
• Account access logs;
• Top-Up records;
• Balance history;
• Order records;
• the confirmed Digital Item description;
• Steam Trade URL information;
• Steam Trade Offer records;
• delivery and acceptance timestamps;
• payment authentication results;
• refund and Chargeback records;
• support communications;
• identity and verification results;
• technical logs;
• security and fraud indicators;
• screenshots and other evidence;
• information from Payment Providers;
• information from technology or fulfilment providers; and
• information lawfully received from Steam, authorities or other relevant persons.

We will seek to collect and use only the information reasonably necessary to investigate the Complaint.

15. User Cooperation

You must provide reasonable cooperation with the investigation.

This may include:

• answering relevant questions;
• providing transaction references;
• providing screenshots;
• confirming Account ownership;
• confirming Payment Method ownership;
• providing evidence from Steam or a Payment Provider;
• preserving relevant Trade Offer information;
• returning an incorrectly delivered Digital Item where appropriate; or
• completing a proportionate verification process.

You must not knowingly:

• submit false information;
• alter evidence;
• conceal relevant transactions;
• delete relevant communications;
• submit another person’s documents without authority; or
• misrepresent delivery or payment status.

16. Response Timeframes

We aim to provide a substantive response within 15 Business Days after receiving the Complaint and any information reasonably required to investigate it.

A more complex Complaint may require up to 30 Business Days or longer where:

• information is required from Steam;
• a Payment Provider or bank is investigating;
• a Chargeback is pending;
• identity or Payment Method ownership must be verified;
• fraud or Account compromise is suspected;
• a sanctions issue is under review;
• several related transactions are involved;
• technical records must be obtained from a service provider;
• a Digital Item recovery attempt remains ongoing;
• legal advice is required; or
• another exceptional circumstance applies.

If we cannot provide the Final Response within the expected timeframe, we will seek to:

• explain the reason for the delay;
• identify any outstanding information;
• provide a revised estimate where reasonably possible; and
• keep you appropriately informed.

17. Complaint Outcomes

Depending on the facts and applicable law, ConSkins may:

• explain the relevant transaction or decision;
• correct Account information;
• restore missing Balance;
• release reserved Balance;
• correct a pricing or transaction error;
• resend a Steam Trade Offer;
• arrange delivery of the correct Digital Item;
• cancel an unfulfilled Order;
• issue a full refund to the ConSkins Balance;
• issue a partial price adjustment;
• issue a monetary refund;
• process an Account closure refund;
• remove or amend an Account restriction;
• maintain an Account restriction;
• restore Account access;
• request further verification;
• correct personal data;
• delete or restrict personal data where legally appropriate;
• apologise;
• provide a goodwill remedy;
• reject the Complaint;
• refer the matter to the responsible third party; or
• take another remedy required by applicable law.

18. Refunds and Financial Remedies

Refunds are handled in accordance with the Refund, Cancellation & Failed Delivery Policy.

As a general rule:

• an unsuccessful Digital Item Order is refunded to the ConSkins Balance;
• a cancelled Order is ordinarily refunded to the Balance;
• an incorrect Digital Item should be rejected before accepting the Steam Trade Offer;
• duplicate or incorrectly processed Top-Ups may be returned to the original Payment Method;
• eligible unused Cash-Funded Balance is returned to the original Payment Method following permanent Account closure;
• Promotional Balance is not ordinarily refundable as money; and
• a monetary refund will be provided where required by applicable law.

ConSkins will not provide duplicate compensation for the same loss.

19. Delivery Complaints

A delivery Complaint should be submitted as soon as reasonably possible where:

• no Trade Offer was received;
• the Trade Offer expired;
• the Digital Item was incorrect;
• the item materially differed from the confirmed Order;
• delivery exceeded the stated timeframe;
• the Trade Offer was suspicious;
• the Order was marked as completed without delivery;
• a Steam restriction prevented delivery; or
• another fulfilment issue occurred.

You should preserve:

• the Order confirmation;
• the Trade Offer reference;
• screenshots;
• Steam inventory records;
• delivery notifications; and
• relevant support communications.

20. Payment and Balance Complaints

A payment or Balance Complaint may concern:

• a missing Top-Up;
• a duplicate charge;
• an incorrect Balance amount;
• a pending payment;
• a reversed payment;
• an unauthorised payment;
• a negative Balance;
• an incorrectly reserved amount;
• a delayed refund;
• an Account closure refund; or
• another payment discrepancy.

We may need to obtain information from:

• the Payment Provider;
• the card issuer;
• the bank;
• the payment network; or
• another payment participant.

A pending bank authorisation does not necessarily mean that ConSkins received the funds.

21. Complaints About Account Restrictions

If you disagree with an Account restriction, suspension or closure, your Complaint should explain:

• which decision you dispute;
• when the restriction occurred;
• why you believe it is incorrect;
• whether you completed requested verification;
• whether a Chargeback or Steam reversal is involved; and
• what outcome you are requesting.

We may be unable to disclose:

• fraud-detection rules;
• risk scores;
• sanctions screening methods;
• confidential provider information;
• internal thresholds;
• information concerning another User; or
• details that could enable circumvention of security controls.

Where reasonably possible, we will provide a general explanation for the decision.

22. Verification and Sanctions Complaints

A Complaint concerning identity, age, payment ownership or sanctions screening may require additional information to distinguish:

• a genuine match;
• a false positive;
• inconsistent Account data;
• another Payment Method holder;
• an Account controlled by another person; or
• a restricted transaction.

We will not remove a legally required restriction merely because a Complaint has been submitted.

If a possible sanctions match is incorrect, we will review reasonable evidence provided to distinguish the User from the designated person.

23. Chargebacks and External Payment Disputes

You are encouraged to contact ConSkins before initiating a Chargeback so that we have a reasonable opportunity to investigate and resolve the issue.

This does not prevent you from exercising a lawful right to contact:

• your bank;
• card issuer;
• Payment Provider;
• consumer protection body;
• court; or
• another competent authority.

If a Chargeback is already open:

• we may continue the internal investigation;
• we may provide evidence to the relevant payment organisation;
• we may temporarily restrict the disputed amount;
• we may pause a duplicate refund request; and
• we may coordinate the final Account adjustment with the outcome of the external dispute.

The User must not seek to retain both the Digital Item and a full payment reversal for the same Order.

24. Steam Trade Protection Complaints

Steam Trade Protection is operated by Valve and is separate from the ConSkins Complaint process.

Where a Steam reversal occurs, we may investigate:

• whether the correct Digital Item was originally delivered;
• whether the Steam Account was compromised;
• whether the User initiated or benefited from the reversal;
• whether a refund or Chargeback was also requested;
• whether the Digital Item or corresponding value was retained; and
• whether additional protective action is necessary.

A Steam reversal does not automatically establish that ConSkins failed to deliver the original Order.

25. Personal Data Complaints

You may complain about:

• how personal data was collected;
• how it was used;
• inaccurate personal data;
• a failure to delete or correct data;
• direct marketing;
• cookies or similar technologies;
• international transfers;
• automated decision-making;
• a data rights request;
• a personal data breach; or
• another data protection concern.

Data protection Complaints should be sent to:

info@conskins.com

We will:

• provide a clear method for submitting the Complaint;
• acknowledge the Complaint within 30 days;
• take appropriate steps to investigate without undue delay;
• keep you appropriately informed; and
• communicate the outcome without undue delay.

A request to exercise a data protection right may be handled under the Privacy Policy in addition to this Policy.

26. Personal Data Complaint Outcomes

Depending on the issue, we may:

• explain the processing;
• correct personal data;
• delete personal data where appropriate;
• restrict processing;
• stop direct marketing;
• update cookie preferences;
• provide access to personal data;
• reconsider an automated decision;
• improve an internal process;
• notify a service provider;
• provide information about retention;
• reject the Complaint with reasons; or
• take another step required by data protection law.

Data protection rights are not absolute and may be limited by legal obligations, fraud prevention, the rights of others or the need to establish, exercise or defend legal claims.

27. Final Response

The Final Response will ordinarily include:

• a summary of the Complaint;
• the information considered;
• the relevant findings;
• the outcome;
• any remedy offered;
• any action required from you;
• any relevant deadline;
• whether the matter is considered closed; and
• information about available review or external options.

The Final Response may omit information that:

• relates to another person;
• would expose confidential security controls;
• is legally privileged;
• cannot lawfully be disclosed;
• would prejudice an investigation; or
• is not reasonably necessary to explain the outcome.

28. Internal Review

If you disagree with the Final Response, you may request an internal review.

The request should be submitted to:

info@conskins.com

It should ordinarily be submitted within 14 calendar days after the Final Response.

The review request should explain:

• why you believe the decision was incorrect;
• which facts or evidence were misunderstood;
• whether new evidence is available; and
• what outcome you are requesting.

A late review request may still be considered where there is a reasonable explanation.

29. Internal Review Process

Where reasonably possible, an internal review will be conducted by a person who was not primarily responsible for the original decision.

The reviewer may consider:

• the original Complaint;
• the investigation records;
• the Final Response;
• new evidence;
• relevant Policies;
• applicable legal requirements; and
• whether the original remedy was fair and proportionate.

The reviewer may:

• uphold the original decision;
• vary the decision;
• request further investigation;
• provide an additional remedy;
• remove a remedy;
• return the matter for reconsideration; or
• confirm that no further internal review is available.

30. Internal Review Timeframe

We aim to complete an internal review within 15 Business Days after receiving the review request and any required supporting information.

A complex review may take longer.

If additional time is required, we will seek to explain the reason and keep you appropriately informed.

31. Repeated Complaints

ConSkins may combine or close repeated Complaints where:

• the same issue has already received a Final Response;
• no material new evidence is provided;
• the requested outcome has already been delivered;
• the Complaint repeats an issue currently under review; or
• the communication is being used primarily to disrupt or harass.

Before closing a repeated Complaint, we will consider whether it contains:

• new evidence;
• a new transaction;
• a new legal issue;
• a continuing problem; or
• another matter requiring investigation.

A Complaint will not be treated as improper merely because it is critical, persistent or unsuccessful.

32. Abusive Communications

ConSkins may restrict the method or frequency of communications where a person:

• threatens staff;
• uses discriminatory or seriously abusive language;
• sends excessive duplicate messages;
• knowingly submits false evidence;
• impersonates another person;
• publishes private employee information;
• distributes malware or phishing links; or
• otherwise creates a material security or safety risk.

Where possible, we will preserve a reasonable channel for legitimate Complaint communication.

Restrictions on abusive communications do not remove mandatory consumer or data protection rights.

33. Goodwill Remedies

ConSkins may provide a goodwill remedy where appropriate.

A goodwill remedy:

• does not necessarily mean that ConSkins accepts legal liability;
• may be subject to reasonable conditions;
• does not establish a precedent for another Complaint; and
• does not replace a mandatory legal remedy.

34. Alternative Dispute Resolution

Alternative dispute resolution may include mediation, adjudication or another independent process intended to resolve a consumer dispute without court proceedings.

ConSkins does not currently commit through this Policy to using a particular alternative dispute resolution provider for every Complaint.

If:

• applicable law requires us to use or identify a particular accredited provider;
• we are bound by a relevant scheme; or
• we agree to refer a specific dispute,

we will provide the User with:

• the provider’s identity;
• relevant contact information;
• applicable eligibility conditions;
• whether ConSkins is required or willing to participate; and
• any applicable procedure.

Use of alternative dispute resolution does not remove rights that cannot lawfully be excluded.

35. Consumer Advice

Consumers may seek independent advice concerning:

• digital content;
• contracts;
• refunds;
• poor service;
• payment disputes;
• fraud; and
• other consumer rights.

Depending on where you live, assistance may be available from:

• Citizens Advice in England and Wales;
• Advice Direct Scotland;
• Consumerline in Northern Ireland;
• a local consumer protection authority;
• a competent ombudsman;
• an accredited alternative dispute resolution provider; or
• another appropriate organisation.

ConSkins does not control the eligibility criteria, decisions or procedures of external bodies.

36. Data Protection Authority

If you are dissatisfied with how ConSkins handles a personal data Complaint, you may complain to the United Kingdom Information Commissioner’s Office.

If you live outside the United Kingdom, you may also have the right to contact the data protection authority responsible for your country or region.

You are encouraged, but not required, to give ConSkins an opportunity to investigate before contacting a supervisory authority.

37. Payment and Banking Complaints

A Payment Provider, bank or card issuer may operate its own complaints procedure.

If a decision was made independently by such an organisation, you may need to complain directly to it.

ConSkins is not authorised to promise access to a particular financial ombudsman or regulated complaints scheme unless that scheme applies to the relevant service and complaint.

38. Steam Complaints

Issues relating solely to:

• Steam Account recovery;
• Steam passwords;
• Steam Guard;
• a Steam trade ban;
• a Steam enforcement decision;
• Steam Account ownership;
• restoration of a compromised Steam Account; or
• Valve’s operation of Steam Trade Protection

should be submitted through official Steam support channels.

ConSkins may provide transaction evidence relating to a ConSkins Order but cannot act as Steam Support.

39. Court Proceedings

Nothing in this Policy prevents you or ConSkins from bringing a legal claim before a court with jurisdiction.

Before commencing proceedings, the parties are encouraged to:

• communicate clearly;
• exchange relevant information;
• consider a reasonable settlement;
• avoid unnecessary costs; and
• comply with any applicable pre-action requirements.

40. Governing Law and Jurisdiction

This Policy is governed by the laws of England and Wales.

The courts of England and Wales will have jurisdiction, subject to any mandatory right a consumer may have to bring proceedings in the courts of their country or region of residence.

Nothing in this Policy removes mandatory consumer protections applicable to you.

41. Complaint Records

ConSkins may retain records of:

• the Complaint;
• correspondence;
• evidence;
• Account and transaction information;
• investigation steps;
• internal notes;
• the outcome;
• remedies;
• review requests;
• fraud or security concerns; and
• communications with service providers or authorities.

Records may be retained where necessary to:

• resolve the Complaint;
• demonstrate how it was handled;
• prevent repeated fraud;
• respond to a Chargeback;
• maintain accounting records;
• establish, exercise or defend legal claims;
• comply with law; or
• improve the Service.

Personal data will be handled in accordance with the Privacy Policy.

42. Confidentiality

Complaints will be handled on a need-to-know basis.

Information may be shared with:

• relevant ConSkins personnel;
• Payment Providers;
• banks and card issuers;
• identity or fraud-prevention providers;
• Steam-related technology or fulfilment providers;
• hosting and security providers;
• professional advisers;
• courts;
• regulators;
• law enforcement authorities; and
• other competent recipients

where reasonably necessary and supported by an appropriate legal basis.

43. Changes to This Policy

ConSkins may update this Policy to reflect:

• changes in law;
• changes to the Service;
• new Complaint channels;
• changes to Steam or payment processes;
• alternative dispute resolution requirements;
• data protection requirements;
• operational improvements; or
• corrections and clarifications.

The current version will be published on the Website with a revised “Last updated” date.

A change will not ordinarily remove a mandatory right or remedy that arose before the updated Policy took effect.

44. Relationship with Other Policies

This Policy should be read together with:

• the Terms and Conditions;
• the Digital Item Delivery & Steam Trade Policy;
• the ConSkins Balance, Payments & Pricing Policy;
• the Refund, Cancellation & Failed Delivery Policy;
• the Acceptable Use, Fraud Prevention & Account Security Policy;
• the KYC & Sanctions Policy;
• the Privacy Policy; and
• the Cookie Policy.

If there is a conflict, the Terms and Conditions will prevail unless another Policy expressly takes precedence for a specific matter or applicable law requires otherwise.

45. Contact Details

Complaints, review requests and dispute-related correspondence should be sent to: