Service Level & Delivery Guarantee
Last updated: June 2026
We treat delivery speed and uptime as a product feature, not a footnote. This page sets out the standards Gamesora commits to — and the remedies you can claim if we miss them.
1. Delivery time
Target: 95% of orders are delivered within 5 minutes of successful payment. 99% are delivered within 60 minutes. If your order has not been delivered within 12 hours, contact support@gamesora.com and we will either deliver or fully refund within the next 12 hours.
2. Site uptime
Target: 99.9% monthly availability for the gamesora.com storefront and checkout. Planned maintenance is announced in advance via our status page and email, and is excluded from the uptime target.
3. Support response
We aim to answer first-line support (email, WhatsApp) within: 1 hour for delivery problems, 4 hours for refunds and account issues, 24 hours for general questions — 7 days a week.
4. What's excluded
These targets do not apply to: (a) outages caused by a third-party publisher or payment processor; (b) manual fraud review you triggered with a flagged payment method; (c) force majeure (natural disasters, war, government shutdowns, large-scale internet outages); (d) issues caused by incorrect Player IDs or payment information you provided.
5. Remedies
If we miss the delivery target on your order, you can choose: a full refund to the original payment method, or a full refund to Wallet plus a goodwill credit of 5% of the order value (minimum equivalent of 10 EGP / 1 SAR). Uptime misses are credited as bonus Wallet credit on request via support.