GrandReload Terms and Conditions
Version 1.3, August 2026
These Terms and Conditions (“Terms”) govern your use of GrandReload.com (the “Platform”) and your purchase of digital top-up products, game vouchers, and related digital goods (“Products”) through it. By accessing the Platform, creating an account, or placing an order, you agree to be bound by these Terms.
1. About Us
GrandReload.com is owned and operated by GrandReload (“Operator”, “we”, “us”, or “our”), contactable via the support channels listed on GrandReload.com. Your purchase contract for any Product is directly with the Operator.
The Platform’s website and underlying technical infrastructure are provided by AURORA FX TECHNOLOGY LLP, registered with the Accounting and Corporate Regulatory Authority (ACRA) of Singapore under UEN / Registration No. T24LL0524D, with its registered office at 7030 Ang Mo Kio Avenue 5, #08-106, Northstar @ AMK, Singapore 569880 (“Aurora”). Aurora supplies the technology platform only. Aurora does not sell Products, does not process payments, and has no contractual relationship with you as a customer.
All order processing, payment collection, product fulfilment, customer communications, receipts, and customer support are carried out by the Operator.
2. Scope
These Terms apply to all visitors and registered users (“Users”, “you”) of the Platform. By using any part of the Platform, you agree to comply with these Terms. If you do not agree, please do not use the Platform.
3. Products and Orders
3.1 GrandReload sells digital Products, including but not limited to in-game currency top-ups (e.g. diamonds, tokens, Genesis Crystals), digital vouchers (e.g. PlayStation, Steam, Google Play), and related digital goods for immediate electronic delivery.
3.2 Products are non-physical and delivered electronically to the destination account or number you provide at checkout (“Destination Details”, e.g. User ID, Zone ID, Server, phone number, or account identifier depending on the Product).
3.3 You are solely responsible for entering accurate Destination Details. GrandReload.com is not responsible for Products delivered to an incorrect destination as a result of Destination Details you provided incorrectly. We strongly encourage you to double-check all Destination Details before completing checkout.
3.4Product prices are displayed in Indonesian Rupiah (IDR) unless stated otherwise. Prices may change at any time prior to your completing checkout; the price displayed and confirmed at checkout is the price you pay.
4. Payment
4.1Payment is processed through our secured payment gateway, supporting virtual account transfer, QRIS, e-wallets, retail outlet payment (Alfamart/Indomaret), and debit/credit cards, as displayed at checkout.
4.2 Full payment is required before an order is processed for fulfilment. The Operator does not offer partial payment, deferred payment, or invoicing for individual consumer orders.
4.3 You must ensure you are authorized to use the payment method selected. The Operator and our secured payment gateway reserve the right to decline or reverse a transaction suspected of fraud.
4.4 Certain payment methods (such as virtual account / bank transfer) may be protected by our secured payment gateway’s Escrow service, under which funds are held until delivery of your Product is confirmed or a set protection period elapses. Where Escrow applies, this provides you with an additional layer of protection: if a dispute arises before your Product is delivered, the funds remain held rather than being released, and may be recovered through the refund process described in Section 6.
5. Delivery
5.1 Most Products are delivered automatically and instantly upon confirmed payment, via the Operator’s supplier network. Delivery times may occasionally be delayed due to supplier-side processing; in rare cases manual review may be required.
5.2 Once payment is confirmed, the Operator attempts to fulfil your order against the supplier’s records. If a delivery attempt is reported as pending or temporarily unresolved by the supplier, the Operator may make one or more further attempts to complete delivery before treating the order as failed. If fulfilment ultimately fails due to a system or supplier-side error after payment has been collected, you are entitled to a refund as described in Section 6.
5.3 If fulfilment fails or is delayed because the Destination Details you provided were incorrect, incomplete, or invalid, this does not constitute a delivery failure by the Operator, and no refund will be issued on that basis.
6. Refunds
6.1 Refund for Verified Delivery Failure. If your order is paid but not delivered due to a failure on the Operator’s end or the supplier’s end — confirmed against the supplier’s transaction record — you are entitled to a full refund of the amount paid.
6.2 To request a refund, contact us with your order number as soon as possible. We will check the delivery status recorded against your order, including the supplier’s confirmation, response code, and serial number where applicable, before processing any refund. Where a delivery attempt is still pending resolution with the supplier at the time you contact us, we may complete or retry that delivery before a refund is processed, and will keep you informed of the outcome.
6.3 Refunds are not available where: (i) the Product was delivered successfully to the Destination Details you provided, even if those details were incorrect; (ii) you simply changed your mind after a successful, correctly-delivered purchase; or (iii) the order was flagged for fraud or policy violation.
6.4 Approved refunds are returned to your original payment method via our secured payment gateway, where technically possible, or by an alternative method we agree with you. Refund processing times depend on our secured payment gateway and your payment or banking channel, and may take several business days from approval. We will confirm with you once a refund has been submitted to our secured payment gateway for processing.
7. Accounts
7.1 You may browse the Platform as a guest, but you must register and be logged into an account to place an order, so that applicable first-time or returning-customer pricing can be correctly applied. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account.
7.2 You must provide accurate registration information and keep it up to date. You may not create an account using another person’s identity or on another person’s behalf without authorization.
8. Prohibited Use
You may not use the Platform to: purchase Products for resale in violation of any applicable game publisher’s terms of service; attempt to defraud the Operator, Aurora, our payment partner, or our suppliers; use automated tools (bots, scrapers) to access or purchase from the Platform without our written consent; or otherwise misuse the Platform in a way that could harm the Operator, other users, or our suppliers.
9. Third-Party Platforms
The Operator, trading as GrandReload, is an independent digital goods retailer and is not affiliated with, endorsed by, or sponsored by the publishers of the games or platforms for which we sell top-up Products (including but not limited to Moonton, Garena, Krafton, HoYoverse, Sony, Valve, or Google), except where explicitly stated. All game names, logos, and trademarks belong to their respective owners.
10. Limitation of Liability
To the fullest extent permitted by law, the Operator’s maximum liability for any claim arising from your use of the Platform or purchase of a Product is strictly limited to the amount you paid for that specific order. The Operator is not liable for indirect, incidental, or consequential damages, including loss of in-game items or progress, third-party game account bans, or similar losses resulting from your use of a delivered Product. Additionally, Aurora acts solely as the technology provider, holds no direct contractual relationship with you, and bears no liability for any Products, payments, or order fulfillment.
11. Data Protection
We process your personal data in accordance with our Privacy Policy, available at grandreload.com/privacy-policy, and applicable data protection law, including Indonesia’s Personal Data Protection Law (UU PDP).
12. Changes to These Terms
We may update these Terms from time to time, for example to reflect changes in law or our services. Material changes will be communicated on the Platform. Continued use of the Platform after changes take effect constitutes acceptance of the updated Terms.
13. Governing Law
These Terms are governed by the laws of the Republic of Indonesia. Where mandatory consumer protection law of your country of residence provides more favorable protection to you as a consumer, such provisions will apply notwithstanding this clause.
14. Contact
For questions about these Terms, contact us via the support channels listed on GrandReload.com.
