1. General Questions
What is Kelvoraxentis?
Kelvoraxentis is a digital game top-up platform offering fast, secure recharge services for MMORPG, PvP Focus, ARPG, and Casual Competitive titles. All products are delivered digitally, with no physical shipping required.
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track your order history and manage support requests more easily.
Will you ask for my game password or login credentials?
Never. We only require game-specific identifiers such as UID or server details. We will never request your game password or any sensitive login information.
2. Payments & Billing
What payment methods do you accept?
We support a variety of international payment options, including:
Visa / MasterCard / Amex
PayPal
Apple Pay / Google Pay (where available)
Selected digital wallets
All transactions are processed through secure payment gateways.
Why was my payment declined?
Declines can occur for several reasons, such as insufficient funds, bank-imposed restrictions, mismatched billing details, or security flags. We recommend trying an alternative payment method or contacting your bank for clarification.
3. Order Delivery
How quickly will I receive my top-up?
Most orders are delivered instantly upon payment confirmation. In some cases, manual verification may be required for security purposes, which could result in a slight delay.
What if my order is delayed?
If your delivery has not arrived within 10–15 minutes, please reach out to us at service@kelvoraxentis.com with your order ID, and we will investigate promptly.
Do you need my game login information?
No. We only require game-specific details such as UID, server, or region, depending on the game. Your password should never be shared with anyone.
4. Refunds & Cancellations
Do you offer refunds?
Refunds are handled in accordance with Hong Kong law. You may be eligible for a refund if:
The service was not delivered
An incorrect product was sent
A duplicate payment occurred
Please note that digital goods already delivered are generally non-refundable, unless otherwise required by law.
Can I cancel my order?
Orders may be canceled only if they have not yet been processed. Once delivery has been completed, cancellation is no longer possible.
How long does a refund take?
Approved refunds typically take 3–7 business days to appear in your account, depending on your payment provider's processing timeline.
5. Security & Data Protection
Is my personal information protected?
Absolutely. Kelvoraxentis complies with the Personal Data (Privacy) Ordinance (Cap. 486) of Hong Kong. We do not sell, share, or misuse your personal data under any circumstances.
Do you store my card details?
No. All payment information is handled by our secure third-party payment processors. We do not store any card numbers on our servers.
Is your website secure?
Yes. Kelvoraxentis employs SSL encryption, secure payment gateways, and fraud detection systems to safeguard every transaction.
6. Support
How can I contact customer support?
You can email us anytime at: service@kelvoraxentis.com
What information should I provide when contacting support?
To help us resolve your issue quickly, please include:
Your order ID
The game name
Your game UID / region
A screenshot of your payment confirmation (if applicable)