1. Before the Service Starts
If your order has been paid but has not yet started, you may request a full refund within 24 hours of payment. After 24 hours, the order may have been scheduled and resources allocated, so refunds at that stage are handled case by case.
2. No Refund After Service Starts
Once a service is actively in progress — including account preparation, route planning, piloted sessions, or any in-game progression work — refunds are no longer available. Resources, time, and scheduling are committed from the moment service begins.
3. Full Refund — Our Fault
If we are unable to deliver the service due to a confirmed issue on our side, a full refund will be issued. Each case is reviewed individually and clear evidence is required. Eligible situations include: service not started within a reasonable timeframe with no communication, or confirmed technical failure on our part.
4. Partial Completion
If a service is partially completed and a refund is approved, the refundable amount is calculated based on the unfinished portion of the order. Payment gateway fees, currency conversion costs, and other non-recoverable processing charges may be deducted from the refund amount.
5. How to Request a Refund
For quick help, use the Live Chat widget during active support hours. For formal refund reviews by email, include your order ID and a brief description of the issue; our team will review the case within 24–48 hours.
6. Refund Processing Time
Approved refunds are processed through the original payment method (Stripe or Mercado Pago). Processing typically takes 5–10 business days depending on your bank or payment provider.
7. Chargebacks and Disputes
We take fraudulent chargebacks seriously. If a chargeback is initiated after a service has been fully or partially delivered, we reserve the right to submit full evidence to the payment processor, including delivery logs, timestamps, session records, and communication history. Accounts associated with fraudulent disputes may be permanently suspended.