cancelling an item order
Items in your cart are not purchased until you confirm checkout, so you can change or empty your cart at any time before that at no cost. When you confirm checkout, your wallet is charged and the purchase is placed on the market in the same step. We have no way to withdraw a purchase once it is placed, so an order cannot be cancelled after checkout, by you or by our support team.
Cancelling is not the same as withdrawing. If you are a consumer in the EU or the UK, you can still withdraw from an item purchase within 14 days of checkout without giving a reason, including after the item has been delivered to your Steam inventory, and get its price back in your CRATE wallet. Checkout does not ask you to give up this right. How to withdraw is set out in section 7 of our Refund Policy.
orders that cannot complete
An order is refunded to your wallet in USD automatically, with no request needed, if: the purchase cannot be placed at checkout (for example the item is no longer available at that price), in which case the amount is returned straight away; or the Steam trade is not completed in time and the market cancels the purchase, which our system checks for every 10 minutes. You can still contact support about any undelivered order.
trade holds are not cancellations
An order sitting in a Steam trade hold is still in progress. Trade holds are imposed by Steam, not CRATE, and an order in hold cannot be cancelled. If the trade ultimately fails, the order is refunded to your wallet automatically as described in section 2.
wallet top-ups
A wallet top-up cannot be cancelled once the credits have been added, but unspent credits are refundable to the card you paid with within 14 days of the top-up, through support, under our Refund Policy.
how refunds from cancellations are paid
Refunds of an order are credited to your CRATE wallet, not to a bank account or card, and remain available to spend across the marketplace. The only refunds to a card are of unspent top-up credits within 14 days of the top-up, as described in section 4 and in sections 6 and 7 of our Refund Policy.
questions about an order
An order cannot be cancelled after checkout, but a consumer in the EU or the UK can withdraw from it within 14 days (section 1). To withdraw, or for any other question about an order, email support@crate.army with your order number. We reply to the email address you write from as soon as we can.
contact
CRATE is operated by DEK KEY OÜ, Registry code 17506258, Kivilinna tn 15-92, Narva, Ida-Viru maakond, Estonia. This policy is governed by the laws of Estonia and does not affect your mandatory consumer rights.