Complaints and Dispute Resolution Policy

Last updated: 11 August 2026

This Policy explains how you can submit a complaint concerning HigherSkins and how HIGHER MARGINS LTD will review and respond to it. Submitting a complaint is free of charge.

1. About HigherSkins

HigherSkins is operated by:

In this Policy, “HigherSkins”, “we”, “us” and “our” refer to HIGHER MARGINS LTD.

2. Scope

You may submit a complaint concerning:

• a HigherSkins Account;
• an Order;
• a payment;
• a cancellation or refund;
• the delivery of a digital item;
• a Steam Trade Offer connected with an Order;
• an incorrect or unavailable item;
• an Account restriction or suspension;
• suspected fraud or unauthorised activity;
• customer support;
• privacy or personal information; or
• another aspect of the HigherSkins Services.

Refund requests are also governed by our Refund and Cancellation Policy. Delivery issues are also governed by our Digital Item Delivery and Steam Trade Policy.

3. Contacting Us Before Making a Formal Complaint

Many problems can be resolved quickly through an ordinary support request.

You may contact info@higherskins.com if you need assistance with an Order, payment or Trade Offer.

If you are dissatisfied with the response or want the matter to be treated as a formal complaint, clearly state that you are submitting a complaint under this Policy.

You are not required to contact another company, supplier or Steam account before complaining to HigherSkins.

4. How to Submit a Complaint

Send your complaint to info@higherskins.com. You may also write to:

Please include, where relevant:

• your full name;
• the email address connected with your Account or Order;
• your Order number;
• your Steam ID or profile URL;
• the date of the relevant event;
• a clear description of the problem;
• the steps you have already taken;
• relevant Trade Offer information;
• supporting screenshots or documents; and
• the outcome you are requesting.

Do not send your Steam password, Steam Guard authentication code, complete payment card number or card security code.

A complaint will not be rejected solely because some information is unavailable. However, missing information may delay our ability to investigate.

5. Urgent Security Issues

Contact us immediately if your complaint concerns:

• an unauthorised payment;
• a compromised HigherSkins Account;
• an incorrect or suspicious Trade Offer;
• an impersonated HigherSkins account or bot;
• phishing;
• suspected theft of a digital item; or
• another active security threat.

If a payment card may have been compromised, you should also contact your card issuer promptly.

If a Steam account may have been compromised, you should follow Steam’s official account-security process.

6. Acknowledgement

We will acknowledge a formal complaint as soon as reasonably practicable.

The acknowledgement may include:

• confirmation that the complaint was received;
• a complaint or support reference;
• a request for additional information;
• an explanation of the next steps; and
• an indication of whether urgent protective action has been taken.

If your message does not contain enough information to identify the relevant Account, Order or transaction, we may ask you to provide additional details.

7. Investigation

We will review the information reasonably relevant to the complaint.

Depending on the nature of the matter, this may include:

• Account records;
• Order information;
• payment and refund status;
• Steam ID and Trade URL information;
• item identifiers and attributes;
• Trade Offer records;
• delivery confirmations;
• technical and security logs;
• communications with you;
• fraud-prevention indicators;
• supplier fulfilment records; and
• information provided by an authorised service provider.

We may contact a supplier, payment processing provider, Steam-related participant or other service provider where reasonably necessary.

Only the minimum information reasonably required to investigate and resolve the complaint will be shared.

8. Your Cooperation

We may ask you to:

• confirm your identity or control of the relevant Account;
• provide an Order or transaction reference;
• provide screenshots;
• confirm whether a Trade Offer was accepted;
• provide the date and approximate time of an event;
• explain any inconsistency in the available records; or
• take reasonable steps through Steam or your card issuer.

You must provide accurate information and must not alter, fabricate or conceal relevant evidence.

Failure to provide reasonably requested information may prevent us from reaching a complete conclusion. This does not remove any mandatory consumer rights.

9. Response

After reviewing the complaint, we will provide a response explaining, where appropriate:

• our understanding of the complaint;
• the information considered;
• the outcome of the investigation;
• the reasons for the decision;
• any corrective action or remedy;
• any further action required from you; and
• how to request an internal review.

We will respond within a reasonable period, taking account of the complexity of the matter and whether information is required from Steam, a payment provider, supplier or another third party.

If the investigation is delayed, we will take reasonable steps to inform you.

10. Possible Outcomes

Depending on the circumstances and applicable law, the outcome may include:

• an explanation or clarification;
• correction of Account or Order information;
• another delivery attempt;
• replacement of an incorrect item;
• cancellation of an undelivered Order;
• a full or partial refund;
• correction of a duplicate or incorrect payment;
• removal or adjustment of an Account restriction;
• confirmation that no error was identified;
• additional security measures; or
• another appropriate remedy.

Refunds will be processed in accordance with our Refund and Cancellation Policy.

Approved refunds will normally be returned to the original payment method in the original Order currency: EUR, USD or GBP. The refunded purchase price will include the corresponding VAT where applicable.

11. Complaints About Digital Item Delivery

If your complaint concerns delivery, please provide:

• the Order number;
• the Steam account designated for delivery;
• the Trade Offer identifier, where available;
• the sender’s Steam profile;
• the item expected;
• the item received, if different;
• whether the Trade Offer was accepted; and
• relevant screenshots.

Do not accept a Trade Offer containing an incorrect item or requesting unexpected value from you.

A completed Steam transfer may be irreversible. Contact us as soon as reasonably possible if you believe that an incorrect item was delivered.

12. Payment and Refund Complaints

If your complaint concerns a payment, include:

• the Order number;
• transaction date;
• amount and currency;
• payment status;
• description of the disputed charge; and
• any payment reference available to you.

Do not send complete card details by email.

If you believe a payment was unauthorised, duplicated or charged incorrectly, notify us and your card issuer promptly.

Nothing in this Policy prevents you from exercising a lawful right to contact your card issuer or payment provider.

13. Chargebacks

We encourage you to contact us before initiating a chargeback so that we have an opportunity to investigate and resolve the issue.

Contacting HigherSkins first does not remove or restrict any lawful right to dispute a payment through your card issuer.

You must not knowingly submit a false, misleading or abusive chargeback claim.

Where a chargeback is initiated, we may provide relevant Order, payment and delivery evidence to the parties responsible for reviewing the dispute.

14. Account Restrictions

If your complaint concerns an Account restriction, we may review:

• the stated reason for the restriction;
• security and fraud indicators;
• payment disputes;
• geographic restrictions;
• suspected violations of the Terms and Conditions;
• Account access records; and
• information you provide in response.

We may maintain a restriction where it remains reasonably necessary for security, fraud prevention, compliance with law or protection of third parties.

Where appropriate, we will explain the general basis of the restriction. We may withhold specific fraud-detection or security information where disclosure could compromise our systems or assist circumvention.

15. Internal Review

If you disagree with the initial outcome, you may request an internal review by replying to the response or emailing info@higherskins.com.

Your review request should explain:

• why you believe the outcome was incorrect;
• which information should be reconsidered;
• whether relevant evidence was overlooked; and
• the outcome you are seeking.

Where reasonably possible, the review will be conducted by a person who was not solely responsible for the initial decision.

The review response will confirm whether the original decision is:

• upheld;
• changed; or
• returned for further investigation.

16. Privacy Complaints

If your complaint concerns personal information, state that it is a data protection complaint.

You may also exercise the rights described in our Privacy Policy.

If you remain dissatisfied with our handling of personal information, you may complain to the UK Information Commissioner’s Office:

You may also have the right to contact the competent data protection authority in your country.

17. External Resolution and Legal Rights

If a complaint cannot be resolved internally, you may have the right to:

• contact your card issuer concerning a payment dispute;
• contact a competent consumer-protection authority;
• use an applicable alternative dispute resolution procedure;
• submit a complaint to a competent regulator; or
• bring a claim before a court with jurisdiction.

If applicable law requires us to provide information about a specific alternative dispute resolution body, we will provide that information.

HigherSkins does not commit to using a particular alternative dispute resolution provider unless expressly stated or legally required.

Nothing in this Policy prevents you from exercising mandatory consumer rights or seeking an available legal remedy.

18. Fair Treatment

We will not restrict your lawful consumer rights solely because you submitted a complaint in good faith.

Submitting a legitimate complaint will not, by itself, result in Account suspension or refusal of future Orders.

We may take action where a person:

• knowingly submits false information;
• falsifies evidence;
• makes fraudulent refund or payment claims;
• threatens or harasses staff;
• repeatedly sends abusive communications; or
• uses the complaints process to disrupt the Services.

Any action taken must be reasonable and proportionate.

19. Complaint Records and Personal Information

We may retain complaint records as reasonably necessary to:

• investigate and respond;
• maintain service quality;
• identify repeated technical or security problems;
• prevent fraud;
• comply with legal obligations; and
• establish, exercise or defend legal claims.

Complaint information will be handled in accordance with our Privacy Policy.

20. Changes to This Policy

We may update this Policy to reflect changes to:

• the HigherSkins Services;
• complaint-handling procedures;
• payment or delivery processes;
• applicable law; or
• regulatory guidance.

The updated version will be published on higherskins.com with a revised “Last updated” date.

A change will not remove any mandatory right relating to an earlier Order or complaint.

21. Contact Details

For support, complaints or internal review requests, contact: