The short version
- · Bit purchases are final and non-refundable like Sparks (no cash back), but your Bits stay spendable, Unlocked Bits (what you get from selling cards back) convert to Sparks, and every card you pull sells back for Unlocked Bits at 85% of its pinned-at-open Arcade value (no spike cap). A pulled Arcade card is virtual and is never shipped; the only physical exit is buying a specific real single outright with Unlocked Bits, which ships at checkout. Chargebacks can suspend the account and claw back the purchased Bits the payment credited (promotional Bits are left in place).
- · Suspended or terminated for cause: an account we suspend or terminate for cause (fraud, chargebacks, multiple accounts, promotion abuse, or another violation of the Terms) forfeits its entire balance; nothing is refunded or converted to cash. You can ask for a review, and if the account is reinstated the balance is restored. If we close an account that broke no rule, or end the service, you get at least 30 days' notice to use your balance and ship your vaulted cards (Terms §11a).
- · Money you pay for Sparks is final and non-refundable (no cash back), except where the law requires — but your Sparks never expire, stay fully spendable, and every card sells back for Sparks.
- · Unopened packs: refundable in Sparks at the price paid, at our discretion, via support.
- · Opened packs: final, but every card can be sold back instantly for Sparks at 85% of market (with a spike cap only on cards trading far above their pull price — see Terms §6).
- · Marketplace singles are final and non-refundable, though the card you bought can be sold back or shipped like any vaulted card.
- · Grail Pack opens: an unresolved open auto-resolves or is refunded at the price paid; a resolved open is final like any opened pack, and the single card it awards can be sold back at 85% or shipped.
- · We always source the best-quality raw (ungraded) card and never crack open a graded slab; older sets may ship a disclosed played grade only when a better raw copy can't be sourced, and we cancel and refund only if the card can't be sourced in any condition.
- · Shipments we cancel and declined redemptions: refunded in full, including fees.
- · You can request a cancel until the card is marked sourced (bought locally or ordered from a supplier); we'll confirm. If approved, the card goes back to your collection and the per-card shipping fee is refunded, in Sparks or back to your card for any part you paid by card. After that point it can't be cancelled; contact support.
- · You always keep your card-dispute/chargeback rights, a refund if we fail to deliver, fraud protection, and any state or provincial rights that can't be waived.
The summary is a courtesy; the full text below is what governs.
1. Sparks purchases are final
All Sparks purchases are final and non-refundable once Sparks are credited to your account, to the maximum extent permitted by law. "Non-refundable" means we are not obligated to return the money you paid to your card as cash — it does not mean the value is lost: the Sparks you buy stay available to spend on the service and do not expire while your account is active, and every card you open can be sold back to us for Sparks, so you can always liquidate your vault. YOU SEE AND ACCEPT THIS POLICY BEFORE YOU PAY, EVERY TIME: this "final and non-refundable" term is presented to you at signup and again at each checkout before you are charged, and your acceptance is recorded with a timestamp. If you are located outside the United States or Canada, this policy applies to you in full, and physical shipping is available only to United States and Canadian addresses as set out in Terms §2a; Sparks remain non-refundable whether or not you can arrange delivery there. If your account becomes dormant, any remaining value may be reported and remitted to the applicable state or province as unclaimed property, as and to the extent that state's or province's law requires (Terms §10). This applies equally to a ONE-TAP TOP-UP made with a saved card (Terms §3c): you confirm the amount on-screen before the charge, and the top-up is final and non-refundable on the same terms as any other Sparks purchase. PROMOTIONAL AND EARNED SPARKS — including bonus Sparks and Sparks you earn by completing third-party offers (Terms §3a) — have NO cash value, are NOT cash-refundable, and are reversible: if the purchase that funded a bonus, or the offer completion that earned the Sparks, is later refunded, charged back, reversed, or invalidated, the corresponding promotional Sparks are removed (Terms §3a). By purchasing, you acknowledge the sale is final.
2. Rights you always keep
Nothing above limits rights you cannot waive. You may still dispute a charge or request a chargeback through your card issuer; if we accept your payment but fail to deliver, you are refunded; you are protected against fraudulent or unauthorized charges; and any consumer-protection right your state or province of residence grants that cannot be waived by contract is unaffected (Terms §13a). CANADIAN CONSUMERS: some provinces give you a right to cancel a distance (online) sale in limited circumstances — for example where a required disclosure was not made — and nothing here waives a cancellation or refund right your province's consumer-protection law grants and does not permit to be waived. If we learn an account belongs to a minor, we close it and refund that account's Sparks purchases to the payment source (Age & Eligibility Policy; Privacy Policy §6). Sparks purchased in violation of these Terms may be refunded to your payment source rather than left spendable (Terms §11). Separately, we may choose to refund unspent Sparks to the original payment method on request, but we are not required to.
3. Unopened packs
A pack's contents do not exist until it is opened, so an unopened pack can be returned like any sealed product. Contact support to request a refund of unopened packs at the price you paid, credited back in Sparks. Refunds are granted at our discretion and may be limited where we see abuse (for example, refund-and-rebuy patterns around price changes).
4. Opened packs
Once a pack is opened its cards are yours and the sale is final. Every card can be sold back to us instantly for Sparks at the published rate (at least 85% of live market value; VIP tiers earn more; a spike cap applies only to a card trading far above its pull value — see Terms §6), so you are never stuck holding anything.
5. Shipments and code redemptions
Cards are sourced to order after you request them: shipping can take up to 30 days, and most cards arrive well before that, because we don't yet keep a warehouse full of inventory; overall a card takes about 1 to 30 days from request to shipment depending on sourcing availability and how many orders our shipping department is handling, and once mailed it typically arrives within 2 to 7 days. Our shipping department sources each card either locally or through a verified online vendor, receives it at our own facility, and then mails it to you; we usually include tracking (for the outbound shipment to you), though some lower-value single cards may ship in a plain envelope without it. High-value cards ($100 and up) always ship tracked, fully insured, and signature-required, and carry a 5% insurance & handling fee on the card's value on top of the flat per-card fee. Shipping any card requires identity verification first (Terms §7). If you have never made a Sparks purchase, your first shipment or code redemption may also require a qualifying Sparks deposit first (as little as $5), which is credited to your balance as Sparks you keep and, like any Sparks purchase, is final and non-refundable (Terms §7). When the card reaches our facility, we mail it out to you within 48 hours of receiving it (Terms §7). We ship the best-quality raw (ungraded) card we can source, usually Near Mint; because some customers like to have them graded we never crack open a graded slab to source a card, and only for older sets where a better copy cannot be sourced do we ship a disclosed played grade (sometimes lightly, moderately, or heavily played) rather than cancelling. Only if we cannot source your card in any condition is the shipment cancelled, and then you receive 100% of the card's live market value in Sparks, with no cap, plus the per-card shipping fee you paid back. You can also request a cancel until the card is marked sourced (bought locally or ordered from a supplier); we'll confirm. If approved, the card goes back to your collection and the per-card shipping fee is refunded, in Sparks or back to your card for any part you paid by card. After that point it can't be cancelled; contact support. If an insured high-value card is lost or damaged in transit, you likewise receive 100% of its live market value in Sparks plus the fee. Code redemptions declined at review are refunded in full, including processing fees.
6. Marketplace singles
Marketplace single purchases are final at the moment of purchase and are not refundable, though the card you bought can be sold back or shipped like any vaulted card.
7. Grail Pack opens
A Grail Pack (Terms §1f) open follows the same rule as opening any pack. If an open does not resolve — for example the randomness round is delayed or the open errors before it completes — it auto-resolves once the round publishes, or is refunded in Sparks at the price you paid. Once an open RESOLVES it is final and not separately refundable, exactly like an opened pack; but the single card it awards is a normal vaulted card, so you are never stuck with it — sell it back instantly for at least 85% of live market value (subject to the Terms §6 spike cap) or have the real card shipped to you. The card you pull is priced at gross expected value, so a Grail Pack is entertainment, not a way to make money.
8. Accounts suspended or terminated for cause
This section repeats Terms §11a so the Refund Policy and the Terms say the same thing. It applies to an account that we have suspended or terminated for cause (for example under Terms Sections 11, 11a, or the promotion-abuse provisions in Section 3a(f)); nothing in Sections 1 or 9 promises a refund of that balance. ACCOUNTS SUSPENDED OR TERMINATED FOR CAUSE FORFEIT THEIR ENTIRE BALANCE. We suspend or terminate an account for cause when we reasonably determine that it was used for fraud or abuse, a chargeback or other payment reversal, multiple accounts, promotion abuse (Section 3a(f)), or another violation of these Terms. When we suspend or terminate an account for cause, 100% of its balance is forfeited: all Locked and Unlocked Sparks, all Bits, all promotional and bonus credits, and every other credit on the account. Nothing is refunded, paid out, or converted to cash, and none of it can be withdrawn, redeemed, or transferred, because Sparks and Bits are store credit, not money (Sections 1 and 3). While a suspension is under review the balance is frozen and cannot be used. We may also cancel any pending pack open, redemption, shipment, or Marketplace order that we reasonably believe involves fraud or abuse, and any vaulted card obtained through a violation of these Terms may be forfeited. Where lawful and safe, we will tell you by email at the address on the account; we do not have to explain how we detect abuse. If you think we made a mistake, ask for a review at packlab.gg/refund-request or support@packlab.gg; if the review reinstates your account, your balance is restored. IF WE CLOSE AN ACCOUNT THAT BROKE NO RULE, OR DISCONTINUE THE SERVICE, we will give you at least 30 days' notice by email to use your Sparks and Bits and to request shipment of your vaulted cards, and we will refund unused purchased Sparks and Bits to the original payment method wherever the law requires it. Nothing in this section limits rights you cannot waive (Section 13a), your right to dispute a charge with your card issuer, the refund we give for a minor's purchases, or any consumer-protection right you have under Canadian or Quebec law, and it applies to the fullest extent permitted by law. An account you delete yourself is governed by Section 14.
9. Bit purchases are final
Bits are a second closed-loop store credit for the Arcade (Terms §3d–§3e), and where paid Bit packages are offered a Bit purchase follows the SAME rule as a Sparks purchase: it is FINAL AND NON-REFUNDABLE once the Bits are credited to your account, to the maximum extent permitted by law. "Non-refundable" means we are not obligated to return the money you paid to your card as cash — it does not mean the value is lost: your purchased Bits stay spendable in the Arcade, promotional Bits stay usable in the Arcade, and every card you open can be sold back for Bits (every open you sell back credits Unlocked Bits that can move to Sparks or a shipped single), so you can always liquidate your Arcade collection into store credit. YOU SEE AND ACCEPT THIS POLICY BEFORE YOU PAY, EVERY TIME, and your acceptance is recorded with a timestamp. A Bit purchase credits its dollars-paid base as PURCHASED Bits and any advertised bonus as PROMOTIONAL Bits (Terms §3f); purchased and promotional Bits are Locked (Arcade-only and not directly convertible to Sparks; what you sell back comes back Unlocked), and promotional and bonus Bits have NO cash value and are NOT cash-refundable; if the purchase that funded a bonus is later refunded, charged back, reversed, or invalidated, we reclaim the PURCHASED base up to what you still hold and your promotional Bits are left in place, though a suspended account cannot use them (Terms §3k; Section 11 below). A promotional grant is never a cash purchase and is never cash-refundable. If your account becomes dormant, any remaining value may be reported and remitted to the applicable state or province as unclaimed property, as and to the extent that law requires (Terms §10). By purchasing Bits, you acknowledge the sale is final.
10. Opened Arcade packs, sell-back, and unresolved opens
An opened Arcade pack works like opening any pack: once opened, its cards are yours and the sale is final. You are never stuck holding anything, because every card you pull can be sold back to the house instantly for Bits at 85% of its Arcade value, and every sell-back credits UNLOCKED Bits, whatever kind of Bits funded the pack — the only Bits that can later convert to Sparks, landing as Locked Sparks, or buy a single to ship (the one exception is value we already refunded to your card, which comes back as promotional Bits, Section 11). A pulled card's Arcade value is PINNED at the moment you open it and does not track the live market afterward, so sell-back is always 85% of that pinned value — there is NO spike cap, and a later market swing (up or down) never changes what your card sells back for. A pulled Arcade card is VIRTUAL: you keep it in your Arcade collection or sell it back for Bits, and it is never itself shipped, mailed, vaulted as a real card, or redeemed for a code. If an Arcade open does not resolve — for example a randomness round is delayed or the open errors before it completes — it auto-resolves once the round publishes, or is refunded in Bits at the price you paid, returned to the same Locked or Unlocked Bits the open spent (subject to the Section 11 shortfall exception); once an open RESOLVES it is final and not separately refundable, exactly like any opened pack, but the cards it awarded remain normal Arcade cards you may keep or sell back. THE PHYSICAL EXIT (ARCADE MARKETPLACE): to get a real, physical card from the Arcade you buy a SPECIFIC single outright with Unlocked Bits (Terms §3h and §6b) and it ships to you AT CHECKOUT — it is never vaulted and cannot be sold back — through the normal Section 5 / Terms §7 shipping gates: cards are sourced to order (about 1–30 days to ship, then 2–7 days in transit); cards valued at $100 and up ship tracked, insured, and signature-required with the 5% insurance & handling fee; identity verification is required on every shipment; shipping is to United States and Canadian addresses only; and if you have never made a qualifying purchase your first shipment may require a first qualifying deposit. The per-card shipping fee is paid in Unlocked Sparks (or by card at checkout, see Terms §7); Locked (promotional and purchased) Bits can never buy a single, and no Bits of any kind pay a shipping fee — fees are paid in Unlocked Sparks or by card (Terms §6b and §7). If such a single is cancelled before it ships, or we cannot source it in any condition, the card price is refunded in the UNLOCKED Bits you paid (never as Sparks or cash) and any per-card fee is returned; declined redemptions are refunded in full including fees. If instead you request a cancel before the card is sourced and we approve it, the single returns to your vault still ship-only (it cannot be sold back) and the per-card fee is returned; the card price is not refunded in Bits, because you keep the card.
11. Bits chargebacks, reversals, and the rights you always keep
CHARGEBACKS AND REVERSALS: if you charge back or reverse a Bit purchase, we may, to the extent the law and card-network rules permit, suspend your account and reclaim the PURCHASED Bits that purchase credited — the base equal to what you paid — up to what you still hold; your promotional and bonus Bits are left in place (they carry no cash value, and a suspended account cannot use them). We may also reverse Arcade activity funded by the purchase, place a hold on any not-yet-shipped card funded by it, and, where the purchased Bits were already played — opened, and in some cases sold back for Unlocked Bits that were then converted to Sparks or used to ship a single — record and pursue that shortfall; any such value that later re-materialises comes back as promotional Bits, never as Unlocked Bits or Sparks (Terms §3k, §11, §11a). Because value can leave the Arcade only after you play (converting earned Unlocked Bits to Locked Sparks, or shipping a single), a chargeback may arrive after that value has already moved; a chargeback on value we have already delivered to you is a breach of these Terms. If your account is suspended or terminated for cause, Section 8 and Terms §11a apply: the whole balance, Bits included, is forfeited, and you can ask for a review if you think we made a mistake. RIGHTS YOU ALWAYS KEEP: nothing in Sections 9–11 limits rights you cannot waive. You may still dispute a charge or request a chargeback through your card issuer; if we accept your payment but fail to deliver, you are refunded; you are protected against fraudulent or unauthorized charges; if we learn an account belongs to a minor we close it and refund that account's purchases to the payment source; and any consumer-protection right your state, province, or territory of residence grants that cannot be waived by contract is unaffected (Terms §13a). CANADIAN CONSUMERS: nothing here waives a distance-sale cancellation or refund right your province's consumer-protection law grants and does not permit to be waived. Bits purchased in violation of the Terms may be refunded to your payment source rather than left spendable (Terms §11).