Refund & Cancellation Policy

Every refund on RIVEN is credited to your wallet balance as USD credits — the currency prices and wallet balances are held in, whichever currency you topped up or read the site in. We do not refund to your bank account, card, or any external method, except where the law requires it, such as a withdrawal from a top-up under section 9. Wallet credits can be spent on any Rust skin purchase on the platform — Rust is the only game RIVEN trades in.

A skin order is placed with the seller the moment you check out, so it cannot be cancelled once placed. If you have a problem with an order, write to us through the contact form, which reaches our operations team directly.

An order that cannot be completed — the item can no longer be bought at the price you paid, the seller does not send it in time, or the trade offer expires before you accept it — is refunded to your wallet automatically (section 3).

Each skin is bought from a seller at checkout and sent by that seller straight to your Steam trade URL as a trade offer. If an item cannot be bought, its price is returned to your wallet immediately. A seller has at most 7 days to send; if they do not, or the trade offer expires before you accept it, the price of that item is returned to your wallet automatically and we email you. Orders are re-checked every 10 minutes, and “Refresh delivery status” on the order page runs the same check on demand.

To receive a trade offer your Steam inventory must be public and Steam Guard Mobile Authenticator switched on. If your account cannot receive the item, the purchase is refunded to your wallet in the same way.

Because skins are digital items delivered through Steam, a completed trade is final and generally non-refundable once the item is in your inventory. If you believe an item was mis-described or you received the wrong item, contact us within 48 hours and we will investigate.

one-on-one sessions are held in escrow. When you book, the price is taken from your wallet and held; the coach is not paid yet. The coach must confirm the booking within 48 hours of it being made and before the start time. If they do not, the full price is returned to your wallet automatically. If the coach cancels, you are refunded in full, and you can cancel a booking the coach has not yet confirmed for a full refund from your order page.

After the session starts you can confirm it took place — which releases the payment to the coach — or report a problem. A reported problem keeps the payment held while our staff look at it; they either release it to the coach or refund you in full. If you do neither, the payment is released to the coach automatically 3 days after the scheduled end of the session.

VOD reviews, courses and guides are paid at purchase. The coach’s share is held for 7 days, and a problem reported to us in that time can still be refunded to your wallet.

Unspent wallet credits from a top-up can be refunded on request, subject to fraud and anti-money-laundering checks, provided the credits have not been spent and the top-up was made within the last 14 days. Approved top-up refunds are returned to the original card, in the currency it was charged in, where required by law — though while card charging is off (see section 2 of the Payment Policy) no card payment has been taken, so there is nothing to send back by that route.

Refunds of skin orders and top-ups are applied by a person after review, usually within 3 business days. Coaching refunds described in section 5 (an unconfirmed or cancelled booking) are applied automatically. We do not send a separate email when one lands — the credit shows on your balance under dashboard → wallet as soon as it is applied.

Credits purchased via card top-up are used to buy items on the platform and are not refundable for cash; where a purchase transaction fails, the amount is returned to your wallet balance automatically (section 3) — and, like credits, a returned amount is spend-only, not cash. Funds you earn from selling your own items become a withdrawable balance 3 days after each sale and are handled through our withdrawal and identity-verification (KYC) process described in the Payment Policy — not as refunds. RIVEN does not provide services to residents of Russia, Belarus, Iran, North Korea, Syria or Cuba, and no refund or payout is released to an account where that applies.

If you are a consumer in the EU or the UK, you have a statutory right to withdraw from a wallet top-up within 14 days of the day it is confirmed, without giving any reason. To withdraw, email support@riven.army from your account email before the 14 days end and say which top-up you are withdrawing from; a clear statement is enough. We refund the unspent credits from that top-up within 14 days of receiving your notice, to the original payment method, at no cost to you.

If you spend credits within the 14 days, on a skin order or on academy coaching, you are asking for that purchase to be carried out straight away. Credits spent that way are not refunded under the right of withdrawal; the order or booking is handled under sections 2 to 5 above, and the unspent rest of the top-up stays refundable within the 14 days. After 14 days the right of withdrawal no longer applies. It is a consumer right and does not apply to top-ups made for a business.

Nothing in this policy limits your other statutory rights under the consumer protection laws of the country where you live. Where mandatory law requires a refund by another method, we comply.

To request a refund or query one, email support@riven.army or write to TRAFFIXORA OÜ, Maakri tn 19/1, 10145 Tallinn, Harju maakond, Estonia.