VIRTWAVE – TERMS AND CONDITIONS

Last Updated: 01.05.2022 Company: VIRTWAVE GLOBAL FZCO
Registered Address: Unit No: 1608-029, Jumeirah Bay 2,
Plot No: JLT-PH2-X2A, Jumeirah Lakes Towers, Dubai, UAE
Company Number: DMCC191668

1. INTRODUCTION

1.1. These Terms and Conditions (“Terms”, “Agreement”) govern the legal relationship between VIRTWAVE GLOBAL FZCO (“VIRTWAVE”, “we”, “us”, “our”) and any natural person (“Customer”, “User”, “you”, “your”) who accesses, uses, or interacts with the website www.virtwave.com (the “Website”), as well as purchases or attempts to purchase digital content (“Products”) offered by VIRTWAVE.

1.2. These Terms apply to all interactions with the Website, including but not limited to browsing, registering an account, making purchases, redeeming digital goods, participating in promotional activities, and communicating with customer support.

1.3. The Website operates as a direct seller and provides digital products such as activation keys, licenses, subscriptions, top-ups, vouchers, and other electronically delivered digital items (“Digital Content”).

1.4. By using the Website, you confirm that you have read, understood, and agreed to be bound by these Terms. If you do not accept any part of these Terms, you must immediately stop using the Website.

1.5. These Terms incorporate by reference additional documents, including:

• Privacy Policy
• Cookie Policy
• Refund & Delivery Policy (if applicable)
  which collectively form the full contractual framework.

1.6. VIRTWAVE reserves the right to modify, amend, update, or replace these Terms at any time. Changes will be published on the Website with an updated “Last Updated” date. Continued use of the Website after such modifications constitutes acceptance.

1.7. These Terms contain important information regarding consumer rights, digital content exemptions, liability limitations, dispute resolution mechanisms, and restrictions applicable to the use of Products. Users are strongly encouraged to review the Terms periodically.

2. DEFINITIONS

For the purpose of these Terms:

2.1. Account – A personal user profile created on the Website enabling purchases, delivery, history access, and support interactions.

2.2. Digital Content – Non-physical, electronically delivered products such as activation keys, game codes, vouchers, subscriptions, wallet top-ups, or software licenses.

2.3. Order – A purchase request submitted by the Customer through the checkout process on the Website.

2.4. Contract – A legally binding agreement formed between VIRTWAVE and the Customer upon acceptance of an Order.

2.5. Business Day – Any day other than a Saturday, Sunday, or public holiday in the United Arab Emirates.

2.6. Platform – Any third-party service or ecosystem (e.g., Steam, PlayStation Network, Xbox, Epic Games Store, Ubisoft Connect) on which Digital Content is redeemed or activated.

2.7. Fraud Detection Procedures – Automated and manual checks performed to prevent unauthorized transactions, chargebacks, or abusive behavior.

2.8. Region-Locked Content – Digital Content restricted to redemption or use in specific geographic areas due to publisher, Platform, or regulatory limitations.

2.9. User Content – Any text, communication, data, files, or materials submitted by the Customer to the Website (except payment card data).

2.10. Website – The digital platform accessible at www.virtwave.com and all associated subdomains, services, interfaces, and content.

2.11. Working Time – Standard operating hours for support and business operations, as determined by VIRTWAVE.

2.12. EU Consumer – A natural person located in the European Union or EEA purchasing Products for personal use.

3. USE OF THE WEBSITE

3.1. Eligibility

3.1.1. Users must be at least 18 years old or the age of legal capacity in their jurisdiction to use the Website or purchase Digital Content.

3.1.2. By creating an Account, you confirm that:

• You possess legal capacity to enter into binding agreements.
• All information submitted is accurate and complete.
• You will comply with these Terms and all applicable laws.

3.1.3. The Website may be restricted from use in certain countries due to sanctions, regulations, or Platform prohibitions. VIRTWAVE may block access at its discretion.

3.2. Account Registration and Maintenance

3.2.1. To access certain functionalities of the Website, including purchasing Products, you may be required to create an Account.

3.2.2. When registering, you must provide:

• A valid email address
• A secure password
• Accurate personal details

3.2.3. You agree to:

• Maintain accurate and up-to-date information
• Keep login credentials secure
• Not share account access
• Notify VIRTWAVE immediately of unauthorized access

3.2.4. VIRTWAVE may suspend or terminate Accounts that:

• Provide inaccurate information
• Engage in suspicious or fraudulent behavior
• Violate these Terms
• Attempt to exploit promotions or abuse customer support

3.2.5. VIRTWAVE may require additional verification for:

• High-value purchases
• Suspicious transactions
• Disputed payments
• Chargeback-related activities

Failure to complete verification may result in Order cancellation.

3.3. Prohibited Conduct

3.3.1. You may NOT:

• Interfere with Website functioning
• Use automated tools, bots, scraping systems
• Manipulate prices or promotions
• Create multiple Accounts for abuse
• Attempt unauthorized access to data or systems
• Circumvent regional restrictions
• Redeem Products using VPNs or proxies where prohibited
• Engage in any conduct harmful to VIRTWAVE or its Users

3.3.2. Any such violation may lead to:

• Account suspension
• Order cancellation
• Permanent bans
• Reporting to third-party fraud systems
• Legal action

3.4. Website Availability

3.4.1. VIRTWAVE aims to ensure high uptime but does not guarantee:

• Uninterrupted accessibility
• Error-free functionality
• Immediate execution of updates or deliveries

3.4.2. Maintenance windows may cause temporary unavailability.

3.5. Intellectual Property Rights

3.5.1. All Website content, including text, graphics, logos, user interface, and code, is the exclusive property of VIRTWAVE or licensors.

3.5.2. Users are granted a limited, revocable license to access and use the Website for personal, non-commercial purposes.

3.5.3. Users may NOT:

• Copy or distribute Website content
• Modify or create derivative works
• Reverse-engineer code or systems
• Use trademarks without permission

Violation may result in legal action.

3.6. Third-Party Platforms

3.6.1. Digital Content requires activation on external Platforms (Steam, PSN, Xbox, Nintendo, Epic, Ubisoft, EA, etc.).

3.6.2. You acknowledge that:

• VIRTWAVE has no control over Platform rules
• Platform downtime is outside VIRTWAVE’s responsibility
• Platform bans, suspensions, or account terminations are not VIRTWAVE’s liability

3.6.3. You must review and comply with third-party Platform terms.

3.7. Region Restrictions and VPN Use

3.7.1. Some Products are region-locked due to publisher agreements.

3.7.2. You are responsible for verifying compatibility before purchase.

3.7.3. Using VPN, proxy, or location-masking tools to bypass restrictions may:

• Void activation
• Violate Platform terms
• Cause permanent account bans

3.7.4. VIRTWAVE is not liable for consequences arising from improper activation attempts.

3.8. Customer Support Communications

3.8.1. By opening a support case, you authorize VIRTWAVE to review:

• Order history
• Account logs
• Fraud indicators
• Device or IP data

3.8.2. Abusive behavior toward support personnel results in:

• Case closure
• Account suspension
• Potential bans

4. ORDERING PROCESS AND CONTRACT FORMATION

4.1. Product Information

4.1.1. Each Product listed on the Website includes a description, delivery method, system requirements, region compatibility, Platform details, and any usage restrictions.

4.1.2. While VIRTWAVE strives for accuracy, minor typographical errors or variations in product descriptions may occur. Such discrepancies do not invalidate the Contract unless they materially affect the Product’s functionality.

4.1.3. Images, screenshots, or promotional materials are for illustrative purposes and may differ slightly from the final Product as determined by publishers or Platforms.

4.2. Pricing and Currency

4.2.1. Prices displayed are in the currency selected by the Customer and include all applicable taxes unless otherwise specified.

4.2.2. Prices may fluctuate due to:

• exchange rate changes,
• publisher pricing adjustments,
• seasonal or promotional campaigns,
• inventory factors,
• Platform policy changes.

4.2.3. Prices are final at the moment the Order is submitted.
VIRTWAVE does not offer retrospective price adjustments.

4.2.4. VIRTWAVE reserves the right to modify prices at any time prior to purchase.

4.3. Placing an Order

4.3.1. To place an Order, the Customer must:

• select a Product,
• proceed to checkout,
• provide accurate billing details,
• choose a payment method,
• confirm acceptance of these Terms.

4.3.2. Submission of an Order constitutes a binding offer to purchase the selected Product.

4.3.3. VIRTWAVE may request additional verification data for:

• high-risk transactions,
• mismatched billing information,
• repeated purchasing attempts,
• suspicious location or IP activity.

4.4. Order Acceptance and Contract Formation

4.4.1. The Contract is formed when:

• payment is successfully confirmed, and
• VIRTWAVE delivers the Product to the Customer.

4.4.2. Automatic confirmation emails acknowledging receipt of the Order are not acceptance.

4.4.3. VIRTWAVE reserves the right to refuse or cancel Orders if:

• the Product is unavailable,
• payment could not be verified,
• fraud indicators are present,
• technical errors occur,
• the Customer violates these Terms.

4.4.4. In case of refusal or cancellation:

• no Contract is formed,
• payments already received may be refunded depending on circumstances.

4.5. Fraud Screening and Risk Management

4.5.1. All Orders undergo automated and manual fraud checks.

4.5.2. VIRTWAVE may delay or hold delivery while:

• verifying identity,
• confirming payment legitimacy,
• reviewing fraud risk indicators,
• checking mismatched IP/billing regions.

4.5.3. If fraudulent activity is suspected, VIRTWAVE may:

• cancel the Order,
• permanently suspend the Account,
• block the IP or device fingerprint,
• report the incident to payment processors and external fraud networks.

4.5.4. Customers must cooperate with verification requests.
Failure to do so may result in Order cancellation.

5. DELIVERY OF DIGITAL CONTENT

5.1. Delivery Method

5.1.1. All Products are delivered digitally, typically in the form of:

• activation keys,
• license codes,
• voucher numbers,
• redemption links.

5.1.2. Delivery occurs via:

• on-screen display post-purchase,
• email confirmation,
• Account purchase history page.

5.2. Delivery Time

5.2.1. Most Products are delivered instantaneously after successful payment and fraud verification.

5.2.2. Delivery may be delayed for:

• manual review flags,
• payment processor delays,
• high-order volumes,
• technical issues.

5.2.3. Customers are responsible for ensuring:

• stable internet connection,
• ability to receive emails,
• accurate email information.

5.3. Delivery Confirmation

5.3.1. Once delivered, Products are considered used or consumed when:

• displayed on-screen,
• sent via email,
• accessed in Account history.

5.3.2. VIRTWAVE keeps internal logs confirming delivery.

5.3.3. Delivery logs serve as proof of fulfilment.

5.4. Non-Delivery or Missing Product

5.4.1. If a Customer does not receive the Product, they must contact support within a reasonable timeframe (typically 72 hours).

5.4.2. VIRTWAVE may investigate using:

• delivery logs,
• email transmission records,
• order history data,
• fraud analysis information.

5.4.3. If delivery is verified on VIRTWAVE’s side, the Product is considered delivered and non-refundable.

5.5. Incorrect, Unusable, or Invalid Keys

5.5.1. If a Product cannot be redeemed due to:

• illegibility,
• incorrect key format,
• technical errors,

VIRTWAVE may provide a replacement key following verification.

5.5.2. Customers may be required to provide:

• screenshots,
• error messages,
• Platform confirmation logs,
• detailed issue description.

5.5.3. Replacement decisions remain at VIRTWAVE’s discretion after investigation.

5.6. Region Lock Issues

5.6.1. Customers are fully responsible for checking region restrictions before purchase.

5.6.2. If the Customer purchases a region-locked Product that is incompatible in their region due to:

• Platform rules,
• publisher settings,
• governmental restrictions,
  the Product cannot be refunded or replaced.

5.6.3. VPN usage may invalidate activation rights.

5.7. Platform Limitations

5.7.1. VIRTWAVE is not responsible for:

• Platform maintenance downtime,
• account bans,
• publisher policy changes,
• feature removal,
• compatibility issues due to updates.

5.7.2. Once delivered, Product functionality depends solely on the Platform.

6. PRODUCT USE AND REDEMPTION

6.1. Redemption Responsibility

6.1.1. The Customer is responsible for redeeming the Product using the correct Platform.

6.1.2. VIRTWAVE is not liable for:

• incorrect account selection,
• redeeming on the wrong Platform,
• activation on an unsupported region,
• attempting to redeem a Product already owned.

6.2. One-Time Use Codes

6.2.1. Digital Content typically consists of single-use codes.

6.2.2. Once redeemed, codes cannot be transferred, reversed, refunded, or reactivated.

6.2.3. VIRTWAVE cannot revoke or “unredeem” a code from a Platform under any circumstances.

6.3. Publisher and Platform Policies

6.3.1. All Products are subject to the terms, rules, and policies imposed by:

• the publisher,
• the Platform,
• the rights holder.

6.3.2. These may include:

• usage limits,
• regional restrictions,
• activation caps,
• compatibility requirements.

6.3.3. VIRTWAVE does not control these policies.

6.4. Risks Associated With Digital Products

6.4.1. Digital Product keys are sensitive items.
Once delivered, Customers must protect them from:

• sharing,
• phishing attempts,
• social engineering,
• unauthorized access.

6.4.2. VIRTWAVE is not responsible for lost or stolen keys after delivery.

6.5. Product Errors and Functionality Issues

6.5.1. If a Product fails due to Platform or publisher-side issues, the Customer must contact the respective Platform.

6.5.2. VIRTWAVE may assist at its discretion but is not responsible for:

• server outages,
• publisher restrictions,
• game or software bugs,
• account suspensions or bans.

6.6. Refund Limitations for Digital Goods

6.6.1. Digital Content is non-refundable once delivered, in accordance with:

• EU Digital Content Directive,
• best industry standards,
• the irreversible nature of key activation.

6.6.2. Exceptions may be made only when the Product:

• has not been delivered, or
• cannot be provided due to VIRTWAVE’s fault.

6.6.3. Refund requests undergo strict investigation and may require:

• screenshots,
• logs,
• Platform confirmations.

6.7. Misuse and Abuse of Products

6.7.1. Customers may not:

• resell Products without authorization,
• bundle Products for commercial distribution,
• exploit pricing differences through region circumvention,
• use refund loopholes or chargebacks to abuse the system.

6.7.2. Abuse may result in:

• permanent account termination,
• cancellation of pending Orders,
• reporting to anti-fraud networks,
• legal action.

7. PAYMENTS AND BILLING

7.1. Accepted Payment Methods

7.1.1. VIRTWAVE accepts a variety of secure payment methods, which may include:

• credit and debit cards,
• digital wallets,
• regional payment methods,
• prepaid systems,
• bank transfer intermediaries,
• cryptocurrency (where supported).

7.1.2. Availability of specific payment options may vary by region and may change without prior notice.

7.2. Payment Processing

7.2.1. All payments are processed by third-party payment service providers operating as independent controllers, each governed by its own privacy policy and compliance framework.

7.2.2. VIRTWAVE does not store or process full payment card information such as card numbers, expiration dates, or CVV codes.

7.2.3. Payment processors may independently perform:

• identity checks,
• card authentication,
• anti-fraud verification,
• risk-based analysis.

7.3. Payment Authorization and Verification

7.3.1. By submitting a payment, the Customer authorizes:

• the charge to the selected payment method,
• recurring billing if subscribing to recurring services (if applicable).

7.3.2. Payment authorization may temporarily appear as a pending charge.

7.3.3. VIRTWAVE may require additional verification steps, including:

• identity confirmation,
• billing address validation,
• payment method authentication.

7.4. Payment Failures

7.4.1. If payment fails, the Order will not be processed.

7.4.2. Possible reasons for failure include:

• insufficient funds,
• card restrictions,
• processor errors,
• mismatched billing data,
• suspected fraud.

7.4.3. Customers are responsible for resolving payment issues directly with their payment provider.

7.5. Currency Conversion

7.5.1. Prices may be displayed in multiple currencies depending on User location or preference.

7.5.2. Final charges may vary due to:

• exchange rate fluctuations,
• bank conversion fees,
• processor currency handling.

7.5.3. VIRTWAVE is not responsible for currency conversion differences applied by third parties.

7.6. Chargebacks

7.6.1. A chargeback occurs when a Customer disputes a payment with their bank or card issuer.

7.6.2. If a chargeback is filed:

• the associated Account may be suspended,
• future purchases blocked,
• fraud investigation triggered.

7.6.3. Filing fraudulent or abusive chargebacks constitutes a violation of these Terms and may result in:

• account termination,
• reporting to industry-wide fraud databases,
• legal action to recover losses.

7.6.4. Customers must first contact VIRTWAVE support before initiating disputes.

8. REFUNDS AND RETURNS

8.1. General Refund Policy

8.1.1. Due to the nature of digital products, all sales are final once the Product is delivered.

8.1.2. Delivered Digital Content is non-refundable except where:

• VIRTWAVE is unable to provide the Product,
• the delivered Product is technically unusable due to errors attributable solely to VIRTWAVE.

8.1.3. Once a key is displayed or emailed, it is considered delivered.

8.2. EU Digital Content Regulations

8.2.1. EU Consumers acknowledge that, under the EU Digital Content Directive, the right of withdrawal is waived once:

• delivery begins, and
• the Customer expressly agrees to waive the right.

8.2.2. By completing a purchase, the Customer explicitly requests immediate delivery and accepts the loss of withdrawal rights.

8.3. Incorrect or Invalid Codes

8.3.1. Customers must report invalid keys within a reasonable timeframe (generally 72 hours).

8.3.2. Required evidence includes:

• screenshots of the full error message,
• Platform account region settings,
• activation attempt timestamps.

8.3.3. If the key is confirmed invalid due to VIRTWAVE error, a replacement or refund may be offered at VIRTWAVE’s discretion.

8.4. Redeemed or Activated Keys

8.4.1. Once redeemed, keys cannot be refunded or exchanged under any circumstances.

8.4.2. VIRTWAVE may request evidence from Platforms to confirm redemption status.

8.5. Region-Locked Product Refunds

8.5.1. Refunds are not provided if the Customer fails to check:

• region compatibility,
• Platform restrictions,
• activation limitations.

8.5.2. VPN-based redemption attempts void any right to refund.

8.6. Technical Issues

8.6.1. Technical problems arising from:

• hardware incompatibility,
• outdated software,
• Platform outages,
• publisher bug fixes

are not grounds for refunds.

8.7. Fraud or Abuse

8.7.1. If refund requests are suspected to be fraudulent or abusive, VIRTWAVE reserves the right to:

• reject the request,
• suspend the Account,
• blacklist payment methods or devices.

9. CUSTOMER OBLIGATIONS AND RESPONSIBILITIES

9.1. Accuracy of Customer Information

9.1.1. Customers must ensure that all information provided during registration or checkout is:

• true,
• accurate,
• current,
• complete.

9.1.2. Inaccurate or misleading information may:

• delay delivery,
• trigger fraud flags,
• result in account suspension.

9.2. Security of Account Credentials

9.2.1. Customers must keep login credentials confidential.
9.2.2. Sharing account access with others is strictly prohibited.
9.2.3. VIRTWAVE is not responsible for losses resulting from compromised credentials.

9.3. Compliance With Applicable Laws

9.3.1. Customers must not use the Website or Products for:

• unlawful activities,
• circumventing sanctions,
• evading intellectual property rules,
• violating Platform terms.

9.4. Proper Use of Digital Content

9.4.1. Customers may not:

• resell or redistribute codes without authorization,
• attempt to reverse-engineer or manipulate Products,
• exploit region pricing discrepancies.

9.4.2. Commercial use of Products is prohibited unless explicitly permitted.

9.5. Cooperation With Verification

9.5.1. In case of suspicious activity, Customers may be required to:

• confirm identity,
• verify payment method ownership,
• provide requested supporting documents.

9.5.2. Refusal to cooperate may result in:

• Order cancellation,
• Account suspension,
• permanent access restrictions.

9.6. Maintenance of Compatible Systems

9.6.1. Customers are responsible for ensuring that:

• their hardware meets system requirements,
• software is up to date,
• Platforms used for redemption are operational.

9.7. Communications and Conduct

9.7.1. Customers must communicate respectfully with VIRTWAVE support staff.
9.7.2. Abusive or harassing behaviour results in:

• support ticket closure,
• account sanctions,
• potential bans.

9.8. Prohibited Activities

Customers must NOT:

• misuse discounts or promotional campaigns,
• exploit bugs or loopholes in the Website,
• engage in refund fraud or chargeback abuse,
• impersonate other Users,
• manipulate geographical settings.

9.9. Responsibility for Third-Party Access

9.9.1. Customers are responsible for all actions taken under their Account.

9.9.2. Unauthorized access due to negligence does not entitle the Customer to compensation, refunds, or replacement keys.

9.10. Reporting Issues Promptly

9.10.1. Customers must report:

• non-delivery,
• invalid keys,
• suspicious account access,
  within a reasonable timeframe.

10. LIABILITY AND LIMITATIONS

10.1. General Disclaimer

10.1.1. The Website, Products, and all related services are provided on an “as is” and “as available” basis.

10.1.2. VIRTWAVE makes no representations or warranties, express or implied, regarding:

• uninterrupted or error-free operation of the Website,
• accuracy or completeness of Product descriptions,
• compatibility of Digital Content with Customer devices or software,
• performance or availability of third-party Platforms.

10.2. Platform and Publisher Responsibility

10.2.1. Digital Content requires redemption through third-party Platforms.
VIRTWAVE has no influence over:

• Platform availability,
• maintenance windows,
• publisher policy changes,
• compatibility updates,
• regional restrictions imposed by rights holders.

10.2.2. Any issues arising after redemption — including bans, suspensions, or changes in functionality — fall solely under the responsibility of the Platform or publisher.

10.3. Limitation of Liability

10.3.1. To the maximum extent permitted by applicable law, VIRTWAVE shall not be liable for:

• indirect, incidental, or consequential damages,
• loss of profit, revenue, or opportunity,
• business interruption,
• loss of data,
• Platform account suspension or loss,
• issues arising from Customer negligence.

10.3.2. VIRTWAVE's total liability for any claim shall not exceed the purchase price of the Product in question.

10.4. Exclusions Not Permitted by Law

10.4.1. Some jurisdictions may not allow certain limitations or exclusions.

10.4.2. In such cases, only the limitations legally permitted will apply, and VIRTWAVE’s liability shall be restricted to the maximum extent allowed by law.

10.5. Customer Responsibility for Technical Requirements

10.5.1. Customers are solely responsible for ensuring that:

• their hardware, operating system, and software meet system requirements,
• all firmware or drivers are updated,
• their internet connection is stable during redemption.

10.5.2. VIRTWAVE is not responsible for performance issues caused by the Customer’s device configuration.

10.6. No Responsibility for External Factors

10.6.1. VIRTWAVE shall not be held liable for disruptions caused by:

• internet outages,
• cyberattacks,
• server overload,
• payment processor failures,
• force majeure events.

11. INTELLECTUAL PROPERTY RIGHTS

11.1. Ownership of Website Content

11.1.1. All Website content (text, design, graphics, code, logos) is the exclusive property of VIRTWAVE or its licensors.

11.1.2. Unauthorized reproduction, distribution, modification, or sale is prohibited.

11.2. Product Intellectual Property

11.2.1. Digital Content is owned by the publisher or rights holder.
VIRTWAVE sells access rights but does not grant ownership.

11.2.2. Customers receive a limited, non-transferable license to redeem the Product in accordance with the publisher’s terms.

11.3. Trademarks

11.3.1. All trademarks, logos, and names are property of their respective owners.

11.3.2. Use of trademarks on the Website does not imply affiliation unless otherwise stated.

11.4. User Content Licenses

11.4.1. If a Customer submits reviews, comments, feedback, or other content, they grant VIRTWAVE a:

• non-exclusive,
• royalty-free,
• worldwide,
• transferable,
• perpetual license

to use, modify, publish, or display such content.

11.4.2. VIRTWAVE may remove inappropriate or abusive content at its discretion.

12. ACCOUNT SUSPENSION AND TERMINATION

12.1. Grounds for Suspension

VIRTWAVE may suspend or restrict an Account for reasons including:

• suspected fraud or chargeback abuse,
• violation of these Terms,
• abusive behavior toward support staff,
• multiple failed payment attempts,
• attempts to bypass region restrictions,
• use of bots or automation tools,
• resale or commercial use of Products without authorization.

12.2. Temporary Suspensions

12.2.1. Temporary suspensions may be applied while verifying:

• payment method authenticity,
• identity information,
• suspicious activity indicators.

12.2.2. Suspended Accounts may regain access upon successful resolution.

12.3. Permanent Termination

12.3.1. Accounts may be permanently terminated if:

• repeated violations occur,
• fraudulent actions are confirmed,
• chargebacks are initiated without basis,
• malicious activity is detected.

12.3.2. In such cases:

• access to past purchases may be revoked,
• pending Orders may be canceled,
• refunds are not provided unless mandated by law.

12.4. Customer-Initiated Account Closure

12.4.1. Customers may request account deletion at any time.

12.4.2. VIRTWAVE will process the request except where retention is required for:

• fraud prevention,
• accounting records,
• legal claims.

12.5. Effect of Termination

Upon termination:

• the Customer loses access to their Account,
• all licenses issued by VIRTWAVE remain governed by publisher terms,
• unresolved financial or legal issues remain in effect.

13. FORCE MAJEURE

13.1. Definition

13.1.1. VIRTWAVE is not liable for delays or failures caused by circumstances beyond its reasonable control, including:

• natural disasters,
• fire or flood,
• war or terrorism,
• governmental restrictions,
• power outages,
• internet interruptions,
• labor strikes,
• pandemics or public emergencies,
• cyberattacks or security breaches.

13.2. Effect of Force Majeure

13.2.1. If a force majeure event occurs:

• obligations may be suspended until the event ends,
• timelines may be extended,
• partial service interruptions may occur.

13.2.2. Customers may not claim damages or refunds due to delays caused by force majeure events.

13.3. Notification

13.3.1. VIRTWAVE will make reasonable efforts to notify Customers of significant disruptions but is not obligated to do so in all cases.

14. GOVERNING LAW AND JURISDICTION

14.1. Governing Law

14.1.1. These Terms, the Contract, and all transactions carried out through the Website shall be governed by and interpreted in accordance with the laws of the United Arab Emirates, specifically the regulations applicable within the Dubai Multi Commodities Centre (DMCC).

14.1.2. The choice of UAE law does not limit mandatory protections granted to EU Consumers under:

• EU consumer protection legislation,
• the Digital Content Directive,
• applicable national consumer laws.

14.1.3. Where mandatory EU or EEA provisions apply, those provisions override conflicting UAE law for EU-based Customers.

14.2. Jurisdiction

14.2.1. Any disputes, claims, or proceedings arising out of or relating to these Terms shall fall under the exclusive jurisdiction of the courts of Dubai, United Arab Emirates, unless:

• local mandatory consumer protection law grants alternative jurisdiction,
• VIRTWAVE chooses to pursue enforcement in the Customer’s jurisdiction (e.g., debt recovery, fraud).

14.2.2. Customers waive any objection to the venue or inconvenience of the forum.

14.3. Consumer Rights in the EU/EEA

14.3.1. EU Consumers maintain statutory rights under:

• the EU Digital Content Directive (2019/770),
• the Consumer Rights Directive (2011/83/EU),
• national laws of the relevant EU Member State.

14.3.2. In cases of contradiction, the provision most protective of the consumer applies.

14.4. International Customers

14.4.1. Customers outside the EU and UAE may be subject to their own local consumer protection legislation.

14.4.2. Nothing in these Terms seeks to unlawfully restrict non-waivable rights in such jurisdictions.

15. DISPUTE RESOLUTION

15.1. Internal Resolution

15.1.1. Before initiating legal proceedings, Customers agree to attempt to resolve disputes directly with VIRTWAVE by contacting:

• [email protected], or
• any other designated customer support channel.

15.1.2. VIRTWAVE will respond in a reasonable timeframe and aim to resolve the dispute promptly.

15.2. Mediation (Optional)

15.2.1. If a dispute cannot be resolved internally, VIRTWAVE may suggest mediation.

15.2.2. Participation in mediation is voluntary but recommended to avoid unnecessary escalation.

15.3. European Online Dispute Resolution (ODR)

15.3.1. EU Consumers may use the European Commission’s ODR platform: https://ec.europa.eu/consumers/odr

15.3.2. VIRTWAVE is not obligated to participate in ODR procedures unless required by law.

15.4. Arbitration (Non-EU Customers Only)

15.4.1. For Customers outside the EU/EEA, VIRTWAVE may elect to resolve disputes through arbitration in Dubai under recognized arbitration frameworks.

15.4.2. Arbitration decisions are binding.

15.5. Fraud-Related Claims

15.5.1. In cases of fraud, chargeback abuse, or malicious activity, VIRTWAVE may pursue:

• civil proceedings,
• criminal complaints,
• debt recovery actions,
• submission of data to fraud prevention agencies.

16. CONSUMER RIGHTS AND LEGAL NOTICE

16.1. EU/EEA Consumer Rights

16.1.1. Notwithstanding the governing law clause, EU Consumers retain rights under:

• the Digital Content Directive,
• the Sale of Goods Directive,
• the Consumer Rights Directive,
• the Unfair Commercial Practices Directive.

16.1.2. These include:

• the right to clear pre-contractual information,
• remedies for defective digital content,
• protection against unfair contract terms.

16.1.3. However, the right of withdrawal does not apply once Digital Content is delivered electronically with explicit consent.

16.2. Transparency Requirements

16.2.1. VIRTWAVE ensures compliance with transparency obligations, including:

• clear product descriptions,
• applicable region restrictions,
• delivery terms,
• price visibility,
• complaint procedures.

16.2.2. If discrepancies are found, Customers may contact support for clarification.

16.3. Defective Digital Content (EU Regulation)

16.3.1. If Digital Content is defective due to VIRTWAVE’s fault, EU Consumers are entitled to:

• repair or replacement, or, if impossible,
• a proportionate price reduction or refund.

16.3.2. Defects caused by third-party Platform updates or maintenance do not qualify.

17. MISCELLANEOUS PROVISIONS

17.1. Entire Agreement

17.1.1. These Terms constitute the entire agreement between VIRTWAVE and the Customer regarding purchases on the Website.

17.1.2. No prior statements, representations, or negotiations shall modify or supersede these Terms unless explicitly stated.

17.2. Severability

17.2.1. If any clause in these Terms is found invalid or unenforceable:

• the clause will be modified to the minimum extent necessary,
• the remainder of the Terms shall continue in effect.

17.3. No Waiver

17.3.1. Failure by VIRTWAVE to enforce any provision does not constitute a waiver of rights.

17.3.2. Any waiver must be made explicitly in writing.

17.4. Assignment

17.4.1. Customers may not transfer or assign rights or obligations without written consent from VIRTWAVE.

17.4.2. VIRTWAVE may assign or transfer rights to:

• affiliates,
• successors,
• business acquirers,
  without Customer consent.

17.5. Third-Party Rights

17.5.1. These Terms do not grant enforcement rights to third parties unless expressly stated.

17.6. Notices

17.6.1. Official communications must be sent to: [email protected] or other designated email channels.

17.6.2. VIRTWAVE may notify Customers via:

• email,
• Website banner announcements,
• Account notification system.

17.7. Language

17.7.1. These Terms are drafted in English.
17.7.2. Translations (if provided) are for convenience only.

In case of conflict, the English version prevails.

17.8. Survival of Provisions

Sections regarding:

• liability,
• intellectual property,
• dispute resolution,
• governing law,
• refund restrictions,
  survive account termination or Contract expiration.

17.9. Relationship of Parties

17.9.1. Nothing in these Terms creates:

• a partnership,
• a joint venture,
• an employment relationship,
• agency authority.

The Customer acts as an independent party.

17.10. Electronic Communications

17.10.1. Customers consent to receiving electronic communications from VIRTWAVE regarding:

• Orders,
• delivery notices,
• account activity,
• legal updates.

17.10.2. Electronic communications satisfy legal requirements for written notices.

17.11. Technical Modifications

17.11.1. VIRTWAVE may modify or update the Website’s functionality, interface, or systems without warning.

17.11.2. Such modifications shall not constitute grounds for refunds.

18. DATA PROTECTION AND PRIVACY

18.1. VIRTWAVE processes personal data in accordance with:

• the General Data Protection Regulation (GDPR),
• UAE privacy regulations,
• applicable consumer protection laws,
• the VIRTWAVE Privacy Policy.

18.2. Customers acknowledge that the Privacy Policy forms an integral part of these Terms.

18.3. The Privacy Policy details:

• categories of data collected,
• legal bases for processing,
• retention periods,
• international transfers,
• user rights under GDPR,
• cookie usage,
• security safeguards.

18.4. By using the Website, Customers consent to the processing of personal data as described in the Privacy Policy.

19. COOKIES AND TRACKING TECHNOLOGIES

19.1. The Website uses cookies to:

• ensure core functionality,
• analyze Website performance,
• personalize content,
• conduct fraud prevention,
• deliver marketing (with consent).

19.2. Customers may manage cookie preferences via the cookie banner.

19.3. By continuing to browse the Website, Customers accept the use of essential cookies.

19.4. Full details are outlined in the Cookie Policy.

20. THIRD-PARTY SERVICES AND LINKS

20.1. The Website may contain links to:

• external platforms (Steam, PSN, Xbox, etc.),
• payment gateways,
• promotional websites,
• social media channels.

20.2. VIRTWAVE is not responsible for:

• content,
• data processing practices,
• availability,
• policies of third-party websites.

20.3. Customers should review external terms and privacy notices before engaging with those services.

21. SECURITY MEASURES

21.1. VIRTWAVE implements industry-standard technical and organizational measures to:

• protect Customer data,
• ensure secure transactions,
• defend against unauthorized access.

21.2. These measures include:

• encryption of transmitted data,
• hashed password storage,
• secure hosting infrastructure,
• firewalls and DDoS protection,
• fraud prevention algorithms.

21.3. Despite safeguards, no system is entirely risk-free.
Customers acknowledge that they use the Website at their own risk.

22. COMPLAINT HANDLING PROCEDURE

22.1. Customers may submit complaints relating to:

• Product issues,
• delivery delays,
• account matters,
• billing concerns.

22.2. Complaints should be directed to: [email protected]

22.3. VIRTWAVE aims to respond within a reasonable timeframe.

22.4. If no resolution is reached, Customers may escalate under Section 15 (Dispute Resolution).

23. ANTI-FRAUD AND COMPLIANCE COMMITMENTS

23.1. VIRTWAVE actively monitors transactions to detect:

• fraudulent payments,
• unauthorized account access,
• automated activity,
• suspicious purchase patterns.

23.2. In cases of confirmed fraud, VIRTWAVE may:

• notify payment providers,
• report to global fraud networks,
• freeze or terminate Accounts,
• pursue legal action.

23.3. Customers agree not to engage in activities designed to:

• deceive,
• manipulate,
• exploit security measures,
• bypass restrictions.

24. EXPORT CONTROL AND SANCTIONS COMPLIANCE

24.1. Certain Products or Platforms may be subject to:

• export regulations,
• embargoes,
• international sanctions.

24.2. Customers confirm that they are not:

• residing in a sanctioned jurisdiction,
• listed on international sanctions lists,
• purchasing Products for restricted entities.

24.3. VIRTWAVE reserves the right to block access or cancel Orders if required by law.

25. FINAL PROVISIONS

25.1. Updates to Terms

25.1.1. VIRTWAVE may modify these Terms at any time.
25.1.2. Continued use of the Website constitutes acceptance of revisions.

25.2. Contact Information

All official correspondence should be sent to:

VIRTWAVE GLOBAL FZCO
Unit No: 1608-029
Jumeirah Bay 2
Plot No: JLT-PH2-X2A
Jumeirah Lakes Towers
Dubai, UAE
Company Number: DMCC191668
Email: [email protected]

25.3. Interpretation

25.3.1. Section headers are for convenience only and do not affect interpretation.
25.3.2. The singular includes the plural and vice versa.
25.3.3. Any reference to legislation includes amendments and replacements.

25.4. Legal Effect

25.4.1. These Terms supersede any previous agreements relating to the sale of Digital Content through the Website.
25.4.2. Customers acknowledge that no oral or written representation outside these Terms shall be binding unless confirmed by VIRTWAVE.

ANNEX A – EXTENDED DEFINITIONS

This Annex provides additional clarity and forms part of the Terms.

A.1. “Digital Content”

Includes all non-physical items delivered electronically, such as:

• activation keys,
• license keys,
• digital wallets,
• vouchers,
• subscriptions,
• downloadable software.

A.2. “Fraud Indicators”

Risk-based signals including:

• mismatched IP/geolocation,
• VPN or proxy usage,
• inconsistent billing data,
• rapid multiple purchases,
• chargeback history,
• abnormal device fingerprinting.

A.3. “Platform”

Any third-party ecosystem where Digital Content is redeemed or activated, including:

• Steam,
• Origin,
• Ubisoft Connect,
• Epic Games Store,
• Xbox Live,
• PlayStation Network.

A.4. “Business Day”

Excludes weekends and UAE public holidays.
Timeframes stated in the Terms refer to Business Days unless specified otherwise.

A.5. “Support Evidence”

Materials required to assess Product issues, such as:

• screenshots,
• activation attempts,
• full-page error messages,
• publisher verification,
• order details.

A.6. “Use Restrictions”

Circumstances prohibiting or limiting Product redemption, including:

• region locks,
• Platform bans,
• account limitations,
• incompatible operating systems.

A.7. “User Content”

Text, media, or communication submitted to the Website that does not include payment card data.

CLOSING STATEMENT

By accessing the Website or purchasing Digital Content, the Customer agrees to be bound by these Terms and acknowledges that they have read, understood, and accepted all provisions contained herein.

END OF TERMS & CONDITIONS