Refund Policy

This Refund Policy describes when and how refunds are issued on TRACER, operated by New Company 1 Ltd. All amounts are handled in US Dollars (USD). Because skins are digital items delivered through Steam, refunds work differently than for physical goods — please read carefully.

All refunds are credited to your TRACER wallet. We do not refund to a bank account or card, and wallet credit cannot be withdrawn as cash. Wallet credit is instant and can be spent immediately on any skin or coaching purchase.

If a skin purchase fails to deliver — for example the Steam trade cannot be completed, the item leaves the seller's inventory, or a technical error prevents delivery — the full amount is automatically returned to your wallet. You do not need to file a request; the system handles it and your order page shows the refund.

Once a skin has been delivered to your Steam inventory and the trade is accepted, the sale is final. Digital items that have changed hands cannot be returned. This does not affect your statutory rights where they apply.

Academy coaching is a digital service. If a session is not delivered, or a coach fails to attend a scheduled session, the amount is refunded to your wallet. Once a session has been delivered it is not refundable. Disputes are reviewed case by case.

For anything not auto-refunded — a wrong item, a non-delivery beyond the expected window, or a duplicate charge — contact us at support@tracer.auction with your order reference. We aim to review requests within 2 business days and credit approved refunds to your wallet on resolution.

The following are generally not refundable: change of mind after a skin is delivered and accepted; market price movements after purchase; restrictions on your own Steam account that prevent receiving a trade; and breaches of our Terms of Service.

For refund questions, email support@tracer.auction or write to New Company 1 Ltd, NEW ADDRESS 1. This policy is governed by the laws of England and Wales.