Payment and refund requests are accepted through @dkpanel.
1. Test checkout
A checkout marked “Test mode” is not a sale: no funds are charged and confirmation issues only a temporary preview licence. Because no payment takes place, there is nothing to refund.
2. Real payments
When commercial payments are enabled, checkout displays the payment provider, total price, currency, duration and one-machine limit. Catalog prices are set in USD; the provider may calculate the equivalent in the selected cryptocurrency and network. Before transferring funds, the customer must verify the address, network, amount, invoice lifetime and fees.
3. Confirmation and delivery
An order is paid only after Heleket's final signed paid or paid_over status. Do not send a transfer after the stated deadline. If you already sent one, do not create a second invoice: refresh the status and contact DKPanel support with the checkout reference. The outcome depends on Heleket's final status; once confirmed, the subscription appears in the dashboard and can be activated on one machine.
4. Refund before activation
A customer may request a full order-price refund within 7 calendar days after payment confirmation if the licence has not been activated on a machine. The request must include the dashboard email and order identifier.
5. Refund after activation
After activation, a refund is available only for a reproducible critical DKPanel or SteamVault defect that blocks the product’s core use. The problem must be reported within 7 calendar days after payment with safe diagnostic information. If DKPanel cannot fix the issue or provide a working solution within 5 business days after receiving sufficient information, the customer may request a refund.
6. Duplicate and incorrect payments
A verified duplicate payment or an incorrect charge caused by DKPanel will be returned. Underpayments, overpayments and wrong-network transfers are reviewed using provider records and the technical possibility of recovery.
7. Non-refundable cases
- The licence was activated and there is no verified critical product defect.
- Hardware, Windows, network, Steam or CS2 does not meet requirements or is unstable.
- Steam or Valve restricted an account, feature, market or game access.
- The customer expected a particular income, reward, performance level or account throughput.
- The customer breached the Terms, transferred the licence, bypassed limits or used unauthorised accounts.
- The customer simply changed their mind after activation.
8. How to request a refund
Message @dkpanel on Telegram with the dashboard email, order identifier, date and reason. For a technical issue, include the DKPanel version, Windows version and a safe error description. Never send a password, private key, seed phrase, Steam Guard secret or credentials file.
9. Review timeline
- Initial support response: within 48 hours.
- Decision after complete information: within 7 business days.
- Approved refund sent within 10 business days after the decision; blockchain confirmation may take longer.
10. Asset, network and fees
Refunds use the same asset and network where safe and technically possible. The order price is refunded; irreversible blockchain fees, provider fees and exchange-rate differences may reduce the amount ultimately received. Support will explain the available method before sending the refund.