VaultGrail support

Refund And Support Policy

Operational draft for pilot support. Final support contacts and jurisdiction-specific rights must be approved before public sale.

Support Scope

• Support can review wallet transaction hash, purchase ID, reveal status, redemption request, and posted offer state.
• Support cannot reverse completed on-chain actions unless the contract design provides a specific admin or user route.
• Users should never share seed phrases, private keys, or wallet recovery material with support.

Refund Review

• Refund review may apply when a paid transaction succeeds but VaultGrail cannot deliver the pack, reveal, or eligible collectible route due to a platform fault.
• Refund review does not guarantee a refund for market movement, user wallet mistakes, gas fees, or unsupported jurisdictions.
• Any refund or replacement path must be logged with the purchase ID and transaction hash.