Refund policy — RoCandy

This Refund Policy explains when RoCandy gives refunds and how they are paid. It also covers which purchases, sales and deposits are final, and how to get help if something goes wrong with an order, a trade or a deposit. Please read it together with our Terms of Service.

1. About this policy

This policy forms part of our Terms of Service. If the two ever say different things about a refund, this policy is the one that applies.

It applies whenever you add balance, buy or sell an item, or trade with our bots on RoCandy.

In this policy, "we", "us" and "our" mean the operator of RoCandy, and "you" means the person using the site. "Balance" or "Candies" means the USD site balance shown in your RoCandy account.

RoCandy is an independent marketplace. It is not affiliated with, endorsed by or sponsored by the makers of Roblox or Steam, or by the developers of any game. All game names and trademarks belong to their owners.

The RoCandy site is available in English, German, Spanish, French and Portuguese, but this policy is written in English. If you read it in a translation and the translation differs from the English text, the English text applies.

2. Digital items and cancelling a purchase

Everything sold on RoCandy is digital. This includes Steal a Brainrot (SAB) brainrots, Murder Mystery 2 (MM2) items, Roblox Limiteds and, once available, CS2 skins. Items are delivered through trades with our automated bot accounts inside the game or platform they belong to.

In some countries, consumers can cancel an online purchase within a set period without giving a reason. This is often called a right of withdrawal or a cooling-off period. For digital content, that right usually ends once supply has started, as long as the consumer agreed to immediate supply and accepted that they would lose the right.

Important: when you place an order on RoCandy, you are asking us to start delivery straight away. You also agree that, once delivery has started, any legal right to cancel the order without giving a reason no longer applies, as far as the law where you live allows.

This does not affect the refund situations in section 3 or any rights that the law says cannot be waived.

3. When a refund may be given

We give refunds only in the situations below. We check each request individually and decide based on the information available to us.

Item not delivered: you paid for an item and we could not deliver it, for example because it is no longer available or a trade with our bot could not be completed for reasons on our side.
Order cancelled before delivery: you asked support to cancel a purchase before the trade with our bot was completed, and we were able to stop it.
Wrong item: the item you received is clearly different from the listing you bought, as described in section 5.
Unauthorized use: someone placed orders from your RoCandy account without your permission and you told support as soon as you noticed. We can cancel any of those orders that have not been delivered yet and return the price to your balance. Items or balance that were already delivered, traded away or paid out usually cannot be recovered.
Required by law: consumer protection law that applies to you requires a refund.

The following are not refundable:

Changing your mind after an item has been delivered.
Changes in an item's price or value after you buy it, whether on RoCandy or in the game's trading community.
Delays caused by a trade hold, a platform or game outage, or a problem with your own game account, as described in section 4.
Items that the platform or game developer removes, rolls back, changes or makes untradeable after delivery, and items lost because your game account was restricted or banned.
Losses caused by your own mistakes, such as sending crypto below the minimum, on the wrong network or to the wrong address, or giving a wrong payout address.
Giveaway prizes, quest rewards, bonuses and other free credit.
Completed sales of items to RoCandy.

4. Delivery through trades

Items are delivered and received through trades with RoCandy's automated bot accounts. Your game account has to be able to take part in that trade. Before you buy, please make sure that:

You use the correct game account and username for the trade.
Your game account's privacy and trade settings allow our bot to trade with you.
You can join the game or server where the trade takes place.
For CS2 skins, once available, the Steam trade URL in your account settings is correct and up to date.

If a trade fails because of something on your side, such as privacy or trade settings, a wrong username or a restricted account, contact support and we will try to arrange the trade again. If delivery still cannot be completed within a reasonable time, we may cancel the order and return the purchase price in Candies.

If a game or platform is down, or an update makes an item temporarily untradeable, we may pause deliveries until trading works again. If an item becomes permanently untradeable before we deliver it, we will cancel the order and return the purchase price in Candies.

Trade holds: once CS2 skins are available, Steam trade holds can delay CS2 deposits by several days. A delay caused by a trade hold is not a failed trade and is not, on its own, a reason for a refund.

After delivery: once a trade is completed, the item is in your game account and out of our control. Platforms and game developers can remove, roll back, change or restrict items, and can restrict or ban accounts, at any time. We do not refund items affected by such actions after delivery.

Item deposits: only send items to our bots through the trade flow shown on the site. Items sent any other way may not be credited, and we cannot promise to return them.

5. Wrong or not-as-described items

If the item you receive is not the one you bought, contact support as soon as possible. For example, it may be a different item, have a different variant or traits, or come in the wrong quantity. Do not trade, sell, use or change the item in the meantime, because we may not be able to help once it has left your account.

Please include:

Your Roblox username.
The item you bought and the item you received.
The date and approximate time of the trade.
Screenshots of the item and the trade, if you have them.
A short description of the problem.

We will review your report together with the details of your order. If we confirm that you received the wrong item, we will ask you to trade it back to our bot. We will then deliver the correct item or, if we cannot, cancel the order and return the purchase price in Candies.

Reports made long after delivery, or after the item has been traded away, are much harder to check and may be refused.

6. Crypto deposits

Crypto deposits are handled by a third-party crypto payment processor. You get a personal deposit address for each supported coin and network, and the processor forwards your payments to RoCandy's wallets. Blockchain transactions cannot be reversed, so a payment cannot be cancelled once you have sent it.

How your deposit is valued:

Your balance is credited once the payment has received the required network confirmations.
You are credited with the USD value actually received, after the processor's fee (currently 1%) and the cost of forwarding the payment on the network.
You see an estimate of the fees before you pay. Exchange rates are estimates and can move before your payment is confirmed.
If you send a different amount than planned, you are credited with the USD value actually received, as long as the payment meets the minimum.
You pay any fee your own wallet or exchange charges to send the payment.

These mistakes usually cannot be fixed:

Payments below the minimum: each coin has a minimum amount, shown before you pay. The processor does not process payments below it, so we cannot credit them to your balance.
Wrong network: sending a coin on a different network than the one shown, such as USDT on a different chain, can cause the funds to be lost.
Wrong address or unsupported coin: sending to any address other than the one shown for that coin and network, or sending a coin or token that address does not list, may mean the payment is never credited and the funds are lost.

If you made one of these mistakes, contact support with the transaction ID. We will look into it, but we cannot promise that any funds can be recovered or credited. Any recovery attempt is at our discretion.

Once a crypto deposit is credited, it becomes Candies. It is not refunded to the wallet that sent it.

7. Other payment methods, disputes and chargebacks

Card payments and other third-party payment methods are shown on RoCandy as coming soon. Once they are available, those payments will be processed by third-party providers, and RoCandy itself will not handle your card details. Refunds and disputes for those payments may also be subject to the provider's own terms.

Gift card code redemption is also coming soon. Once it is available, a redeemed code cannot be reversed or exchanged for cash.

If you think a payment went wrong, please contact our support before opening a dispute or chargeback with your bank, card issuer or payment provider. Most problems can be solved faster that way.

If a dispute or chargeback is opened for a payment to RoCandy:

We may freeze your account, including your balance, sales and payouts, while the dispute is open.
We may deduct the disputed amount from your balance. Where possible, we may also reverse or recover items bought with the disputed funds.
If the dispute is decided in your favor, we will not refund the same amount again.
If a dispute is filed in bad faith, for example after an item was delivered as described, we may close your account permanently.

8. Selling items and payouts

You can sell items to RoCandy for Candies or for a crypto payout in BTC, ETH, LTC, SOL, USDC or USDT. Choosing Candies gives you a 2% bonus. Sell payouts have a $15.00 minimum, and network fees apply to crypto payouts.

Once a sale is completed and the item has been traded to our bot, the sale is final. It cannot be reversed and the item will not be returned. Your choice between balance and a crypto payout is also final once the sale is completed.

For crypto payouts, you are responsible for giving the correct address on the correct network. We cannot reverse or recover a payout sent to the address and network you gave.

If a sale fails before the item reaches our bot, no payout is made and there is nothing to refund. If you believe an item reached our bot but the sale was not credited, contact support with the details of the trade.

9. How refunds are paid, balance and rewards

Approved refunds for purchases are paid back as Candies, your USD site balance. We do not send refunds to a crypto address or a card unless we decide to in a particular case or the law requires it.

About your balance:

Balance is shown in USD and can be used to buy items on RoCandy.
Balance is not a bank account or e-money, and it does not earn interest.
A refund to your balance does not on its own give you a right to a cash or crypto payout. Crypto payouts are available when you sell items, under the rules in section 8.
Refunds equal the amount of balance you paid for the item, with no extra bonus or interest.

Bonuses, giveaways and rewards:

Giveaway prizes, giveaway tickets, quest rewards, the 2% bonus for choosing balance on sales and any other promotional credit have no cash value. They cannot be refunded or exchanged for money.
If a transaction that earned a bonus or reward is reversed, refunded or charged back, we may remove that bonus or reward. If it has already been used, we may deduct its value from your balance.
The affiliate program is coming soon. Once it launches, its rewards will follow the same rules.

10. Account checks, abuse and age requirement

We may refuse a refund, hold it for review, or reverse balance and items if we have reasonable grounds to believe that:

the request is false, misleading or part of a pattern of abuse;
someone is using more than one account, or other people's accounts, to get refunds, bonuses or rewards;
a bug, glitch or exploit was used on RoCandy or in a game;
deposits, purchases and refunds are being used to move or hide money rather than to buy or sell items;
an account or payment was used without its owner's permission.

While a review is open, we may temporarily limit purchases, sales, payouts or trades on the accounts involved. If we confirm abuse or fraud, we may close those accounts and hold or reverse the balance and items linked to them, as far as the law allows.

Before approving a refund, we may ask you to confirm that you control the Roblox account involved. If the law or one of our payment providers requires extra checks, the refund may be delayed until they are done, and it may be declined if they cannot be completed.

You must be at least 18 years old to use RoCandy, and you confirm this when you sign in. An account used by anyone under 18 breaks our Terms of Service.

If you are a parent or guardian and think someone under 18 has used RoCandy, contact us through our support channels. Include the Roblox username and a short explanation. We will review the account and may close it. If the account still has unspent balance, we will look at whether it can be returned. However, crypto payments cannot be reversed, and items that were delivered or traded away may not be recoverable.

11. How to request a refund

Refund requests are handled through the support channels listed on the RoCandy site, which are on Discord. RoCandy never asks for your Roblox password, so never share it with anyone, including people who claim to be RoCandy staff.

To help us check your request quickly, please include:

Your Roblox username.
What happened and what you are asking for.
The item, order or sale involved, with the date and approximate time.
For crypto deposits: the coin, network, amount and transaction ID.
Screenshots or other evidence that supports your request.

We aim to reply as quickly as we can. We may ask you for more information, and if you do not reply, we may close the request.

If you disagree with our decision, reply in the same support conversation, explain why and ask for a review. We will look at the request again and tell you the final outcome. This does not affect any right you have to take the matter further under the law that applies to you.

12. Your legal rights and changes to this policy

Nothing in this policy limits rights you have under consumer protection law that cannot be excluded or limited by agreement. Where that law gives you more rights than this policy, those rights apply.

If any part of this policy is found invalid or unenforceable, that part will be applied as far as possible or removed, and the rest of the policy stays in effect.

We may update this policy, for example when new payment methods, games or features become available. When we do, we will change the "Last updated" date at the top. For significant changes, we will also give notice on the site or through our Discord channels. Changes apply from the date they are published and do not affect refund requests already submitted.

Version history:

September 23, 2026: first version published.