Terms of service
Terms of Service
Last Updated: 1 July 2026
OVERVIEW
This website is operated by Hanifly Limited. Throughout these Terms of Service, the terms “GenshinBay”, “we”, “us” and “our” refer to Hanifly Limited.
Hanifly Limited
71-75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom
Website: genshinbay.com
Email: support@genshinbay.com
GenshinBay provides digitally delivered game profile preparation services for selected online and mobile games. By accessing our website, browsing our services, placing an order, creating an account, or contacting our support team, you agree to be bound by these Terms of Service, together with any policies referenced on our website, including our Refund Policy and Privacy Policy.
These Terms apply to all visitors, customers, users, and any other person who accesses or uses our website or services.
If you do not agree to these Terms, you must not use our website or purchase our services.
We may update, change, or replace parts of these Terms from time to time. The latest version will always be available on this website. Your continued use of the website after changes are posted means that you accept the updated Terms.
SECTION 1 – OUR SERVICE
GenshinBay provides digital game profile preparation and delivery services. Our services may include the preparation, configuration, documentation, and electronic delivery of access information for game profiles that contain specific starting progress, characters, resources, or other in-game progress obtained through normal gameplay mechanics.
Our service is designed for customers who want to save time during the early stages of certain games and receive a prepared game profile with selected starting conditions.
Depending on the selected product or service, we may provide:
Digital access credentials for a prepared game profile
A description of the included starting content, progress, resources, or characters
Delivery instructions and setup guidance
Customer support related to accessing the delivered digital service
Replacement or assistance where applicable under our Refund Policy
Our services are delivered digitally only. No physical product is shipped.
SECTION 2 – WHAT WE DO NOT PROVIDE
GenshinBay does not sell official game licences, official game accounts issued by publishers, official in-game currency, official paid items, subscriptions, battle passes, loot boxes, or any product that is directly issued, endorsed, licensed, or sold by a game developer, publisher, or platform operator.
Unless expressly stated otherwise, any references to game titles, characters, currencies, resources, or other game-related elements are used only to describe the type of digital profile preparation service being provided.
We do not represent that any third-party game developer, publisher, platform, or rights holder has approved, authorised, sponsored, or endorsed our services.
SECTION 3 – INDEPENDENT SERVICE PROVIDER
GenshinBay is an independent digital service provider.
We are not affiliated with, endorsed by, sponsored by, authorised by, or officially connected with any game developer, publisher, platform operator, or rights holder, including but not limited to HoYoverse, Cognosphere, miHoYo, Kuro Games, Bandai Namco, The Pokémon Company, Nintendo, Apple, Google, or any other third party.
All trademarks, trade names, logos, game titles, character names, images, and related intellectual property belong to their respective owners. Any references on our website are made for identification and descriptive purposes only.
SECTION 4 – CUSTOMER ELIGIBILITY
By using our website or placing an order, you confirm that:
You are at least the age of majority in your country or region of residence, or you have permission from a parent or legal guardian.
You are legally allowed to use our website and purchase digital services.
The information you provide to us is accurate, complete, and up to date.
You will not use our website or services for fraudulent, unlawful, abusive, or unauthorised purposes.
You understand that third-party games and platforms may have their own separate terms, rules, and policies.
We reserve the right to refuse service, cancel orders, or restrict access if we believe that a customer has violated these Terms or used our services improperly.
SECTION 5 – CUSTOMER ACKNOWLEDGEMENT
By placing an order with GenshinBay, you acknowledge and agree that:
You are purchasing a digital game profile preparation service.
The service is delivered electronically.
The delivered profile or access information is provided as a digital service and not as an official product of any game publisher.
You are responsible for reviewing the product description before placing an order.
You are responsible for checking the delivered profile before making changes to it.
You are responsible for your own use of the delivered digital service.
Third-party games may have separate rules, policies, or terms of use, and you are responsible for reviewing them.
GenshinBay has no control over decisions made by third-party game developers, publishers, or platform operators.
You further acknowledge that once digital access credentials or account information have been delivered, the service is considered performed, subject to our Refund Policy and any mandatory consumer rights that may apply.
SECTION 6 – DIGITAL DELIVERY
All products and services on genshinbay.com are delivered digitally.
Delivery may take place through one or more of the following methods:
Email
Order confirmation page
Customer account dashboard
Automated delivery system
Support message
Manual support communication
Delivery is considered completed once the access information, credentials, instructions, or other relevant digital service details have been sent or made available to the customer through one of the above delivery methods.
Customers are responsible for providing a correct and accessible email address at checkout. We are not responsible for delays caused by incorrect email addresses, spam filters, blocked inboxes, email provider issues, payment review processes, or the customer’s failure to check their inbox, spam folder, or customer dashboard.
SECTION 7 – DELIVERY TIMEFRAMES
We aim to deliver digital services within the timeframe displayed on the relevant product page or checkout page.
Delivery times may vary depending on:
Product availability
Order volume
Payment verification
Manual review
Technical issues
Customer information accuracy
Security or fraud checks
Any delivery timeframe shown on the website is an estimate unless expressly stated otherwise. If there is a delay, we will make reasonable efforts to assist the customer and complete the order as soon as possible.
SECTION 8 – ORDER REVIEW BEFORE USE
After receiving a delivered digital profile or access information, the customer must carefully review the delivered content before making any changes.
This includes checking, where applicable:
The game or server
Characters
Resources
Level or progress
Items
Description accuracy
Login/access details
Any additional product-specific details listed on the product page
If the delivered digital service does not match the product description, the customer must contact us as soon as possible at support@genshinbay.com before modifying, binding, using, spending resources on, or otherwise changing the delivered profile.
SECTION 9 – CUSTOMER ACTIONS AFTER DELIVERY
After delivery, the customer must not make changes to the delivered profile before confirming that the delivery is correct.
This includes, but is not limited to:
Binding the profile to a personal email address
Changing the password
Changing recovery information
Spending gems, currency, resources, or items
Making in-game purchases
Deleting or modifying content
Changing account settings
Sharing access with third parties
Using the profile in a way that changes its condition
If the customer modifies, uses, binds, secures, spends resources on, or otherwise changes the delivered profile, the digital service may be considered accepted. In such cases, eligibility for replacement, exchange, or refund may be limited or refused, unless required otherwise by applicable law.
SECTION 10 – REFUNDS, REPLACEMENTS, AND SUPPORT
Refunds, replacements, and cancellations are governed by our Refund Policy.
Because our services are digitally delivered and may include personalised or prepared digital access information, delivered orders are generally final once access information has been provided.
However, if there is a genuine issue upon delivery, such as the delivered profile not matching the product description, we will review the case and may, where appropriate, provide assistance, correct the issue, or offer a suitable replacement.
We may refuse a refund, replacement, or exchange if the issue was caused by:
Customer error
Incorrect information provided by the customer
Failure to follow instructions
Use or modification of the delivered profile
Binding the profile to a personal email
Password or recovery changes made by the customer
Spending or using included resources
Unauthorised sharing of access details
Abusive behaviour
Fraudulent activity
Bad-faith payment disputes or chargebacks
Nothing in these Terms limits any mandatory consumer rights that cannot legally be excluded.
SECTION 11 – RIGHT OF CANCELLATION FOR DIGITAL SERVICES
Where applicable law grants consumers a cancellation right for online purchases, digital content and digitally performed services may be subject to special rules.
By placing an order for immediate or fast digital delivery, you acknowledge that the service may begin before the end of any statutory cancellation period. Once the digital service has been fully performed and access information has been delivered, cancellation rights may be limited, subject to applicable law.
Where required by law, we may ask you to confirm that you request immediate performance of the digital service and acknowledge that cancellation rights may be affected once delivery has started or been completed.
SECTION 12 – ORDERS AND ACCEPTANCE
Placing an order on our website does not automatically mean that the order has been accepted.
We reserve the right to accept, refuse, cancel, hold, or manually review any order for reasons including but not limited to:
Payment issues
Suspected fraud
Incorrect customer information
Pricing errors
Technical errors
Product availability
High-risk transactions
Violation of these Terms
Unusual or suspicious order activity
If an order is cancelled before delivery, we may issue a refund where appropriate. If an order has already been delivered, refund eligibility will be assessed under our Refund Policy and applicable law.
SECTION 13 – PRICES AND PAYMENT
All prices are displayed on the website at the time of purchase. Prices may change at any time without prior notice.
You agree to provide accurate billing, contact, and payment information. You also confirm that you are authorised to use the payment method provided.
Payments are processed by third-party payment providers. We do not store full payment card details on our servers.
We may use fraud prevention tools, payment verification checks, and manual reviews to protect our business, customers, and payment partners.
SECTION 14 – PAYMENT DISPUTES AND CHARGEBACKS
If you experience an issue with your order, you agree to contact us first at support@genshinbay.com so we can review and resolve the matter fairly.
Opening a payment dispute or chargeback without first contacting us may delay support or replacement while the payment provider reviews the case.
In response to payment disputes, chargebacks, or fraud claims, we reserve the right to provide relevant evidence to payment processors, banks, card networks, fraud prevention services, or dispute resolution providers. This evidence may include:
Order records
Delivery confirmation
Customer communications
IP logs
Access logs
Product description records
Checkout information
Support history
Refund policy references
If a dispute or chargeback is found to be false, abusive, fraudulent, or submitted in bad faith, we reserve the right to refuse future service, restrict access, suspend support, and pursue recovery of any unpaid amounts, fees, or damages to the extent permitted by law.
SECTION 15 – ACCURACY OF INFORMATION
We make reasonable efforts to ensure that information on our website is accurate and up to date. However, we do not guarantee that all information, product descriptions, images, prices, availability, or service details are always complete, accurate, current, or error-free.
We reserve the right to correct errors, inaccuracies, or omissions at any time, including after an order has been placed.
Customers are responsible for reviewing the product description, selected options, order details, and applicable policies before completing a purchase.
SECTION 16 – PRODUCT DESCRIPTIONS
We aim to describe our digital services as clearly and accurately as possible.
However, certain game-related details may be subject to changes caused by updates, patches, publisher actions, server conditions, or technical limitations outside our control.
Images, icons, screenshots, or examples shown on the website may be illustrative unless expressly stated to represent the exact delivered profile.
If there is a material issue with the delivered service compared to the product description, the customer must contact us before using or modifying the delivered profile.
SECTION 17 – THIRD-PARTY GAME POLICIES
The games referenced on our website are operated by independent third-party companies. Those companies may have their own rules, terms of service, community guidelines, account policies, and enforcement procedures.
GenshinBay does not control third-party games, servers, publishers, platforms, updates, security systems, account policies, or enforcement actions.
We are not responsible for any action taken by a game developer, publisher, platform operator, or third party, including but not limited to:
Account restrictions
Account suspension
Account termination
Account reset
Loss of progress
Loss of access
Changes to game mechanics
Changes to available resources
Server issues
Publisher policy changes
Customers use delivered digital profiles at their own discretion and are responsible for understanding the rules of any third-party game or platform they choose to use.
SECTION 18 – INTELLECTUAL PROPERTY
All content on genshinbay.com, including website text, layout, branding, service descriptions, graphics, and original materials created by us, is owned by or licensed to Hanifly Limited unless otherwise stated.
You may not copy, reproduce, distribute, modify, sell, exploit, or use any part of our website or service materials without our prior written permission.
Third-party game names, logos, characters, screenshots, currencies, and other intellectual property remain the property of their respective owners. Their appearance or reference on our website is for descriptive and identification purposes only and does not imply affiliation, sponsorship, endorsement, or authorisation.
SECTION 19 – PROHIBITED USES
You may not use our website or services:
For any unlawful purpose
To commit fraud or payment abuse
To submit false or misleading information
To interfere with our website, checkout, delivery system, or support systems
To upload or transmit viruses, malware, or harmful code
To scrape, crawl, copy, or exploit our website without permission
To abuse discounts, promotions, or refund policies
To harass, threaten, or abuse our staff or support team
To place orders using stolen or unauthorised payment methods
To resell, redistribute, or commercially exploit delivered access information without permission
To violate any applicable law or regulation
We reserve the right to cancel orders, refuse service, restrict access, or take appropriate action if we believe these Terms have been violated.
SECTION 20 – ACCOUNT SECURITY
If you receive access information from us, you are responsible for keeping it secure after delivery.
We are not responsible for loss of access caused by:
Sharing credentials with others
Using unsafe devices or networks
Failing to follow setup instructions
Changing information incorrectly
Losing passwords or recovery information
Third-party access caused by customer negligence
Customer-side security issues
If you believe there is an issue with access upon delivery, you must contact us before changing or modifying the delivered profile.
SECTION 21 – SUPPORT COMMUNICATION
Customer support is available through support@genshinbay.com.
To help us resolve issues quickly, customers may be asked to provide:
Order number
Email address used at checkout
Description of the issue
Screenshots or evidence where relevant
Confirmation that the delivered profile has not been modified
We may refuse support where the customer provides false information, behaves abusively, refuses to cooperate, or has violated these Terms.
SECTION 22 – THIRD-PARTY SERVICES
We may use third-party services to operate our website and fulfil orders, including payment processors, hosting providers, fraud prevention tools, email services, analytics tools, support software, and delivery systems.
We are not responsible for interruptions, delays, failures, or errors caused by third-party providers outside our reasonable control.
Your use of third-party services may also be subject to their own terms and policies.
SECTION 23 – PRIVACY AND PERSONAL INFORMATION
Your submission of personal information through our website is governed by our Privacy Policy.
We may process personal information as necessary to:
Process orders
Deliver digital services
Provide customer support
Prevent fraud
Comply with legal obligations
Respond to payment disputes
Improve website security and service quality
We do not sell customer payment card details and do not store full card numbers on our servers.
SECTION 24 – LIMITATION OF LIABILITY
To the fullest extent permitted by law, GenshinBay shall not be liable for indirect, incidental, special, consequential, punitive, or exemplary damages, including but not limited to loss of profits, loss of data, loss of access, loss of progress, loss of in-game content, or loss resulting from third-party publisher actions.
Our total liability for any claim related to a specific order shall not exceed the amount paid by the customer for that order, unless applicable law requires otherwise.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so.
SECTION 25 – DISCLAIMER OF WARRANTIES
Our website and services are provided on an “as available” and “as is” basis, except where expressly stated otherwise or required by law.
We do not guarantee that:
The website will always be available without interruption
The service will always be error-free
Third-party games will remain unchanged
Game publishers will not take action against profiles
Delivered profiles will remain permanently available
All game-related content will remain unchanged after delivery
We make reasonable efforts to provide the service as described, but we cannot control third-party games, platforms, publishers, servers, or policy decisions.
SECTION 26 – INDEMNIFICATION
You agree to indemnify and hold harmless Hanifly Limited, GenshinBay, its owners, directors, employees, contractors, service providers, and partners from any claim, loss, liability, cost, damage, or expense arising from:
Your breach of these Terms
Your misuse of the website or services
Your violation of applicable law
Your violation of third-party game or platform policies
Fraudulent or abusive payment activity
False claims, chargebacks, or disputes submitted in bad faith
Unauthorised resale or redistribution of delivered access information
SECTION 27 – FORCE MAJEURE
We shall not be responsible for delays, failures, or inability to perform caused by events outside our reasonable control, including but not limited to technical outages, server failures, payment processor issues, internet disruptions, cyberattacks, legal restrictions, third-party platform changes, game updates, publisher actions, or other circumstances beyond our control.
SECTION 28 – TERMINATION
We may suspend or terminate access to our website or services at any time if we believe that a customer has violated these Terms, acted fraudulently, abused our policies, created risk for our business, or used our services unlawfully.
Any obligations or liabilities incurred before termination shall survive termination.
SECTION 29 – SEVERABILITY
If any provision of these Terms is found to be unlawful, void, or unenforceable, that provision shall be removed or limited to the minimum extent necessary. The remaining provisions shall continue to be valid and enforceable.
SECTION 30 – ENTIRE AGREEMENT
These Terms, together with our Refund Policy, Privacy Policy, and any other policies posted on our website, constitute the entire agreement between you and Hanifly Limited regarding your use of genshinbay.com and our services.
SECTION 31 – GOVERNING LAW
These Terms are governed by and interpreted in accordance with the laws of England and Wales.
Any dispute arising from or relating to these Terms, our website, or our services shall be subject to the courts of England and Wales, unless mandatory consumer protection laws in your country of residence require otherwise.
SECTION 32 – CHANGES TO THESE TERMS
We reserve the right to update or replace these Terms at any time by posting the revised version on our website.
It is your responsibility to review this page periodically. Your continued use of genshinbay.com after any changes are posted means that you accept the updated Terms.
SECTION 33 – CONTACT INFORMATION
This website is operated by:
Hanifly Limited
71-75 Shelton Street
Covent Garden
London, WC2H 9JQ
United Kingdom
Website: genshinbay.com
Email: support@genshinbay.com
Questions about these Terms should be sent to support@genshinbay.com.
