Refund Policy

1.1 This Refund Policy forms part of the BuyTheWin General Terms and Conditions. It applies to Orders placed through the BuyTheWin Platform that are managed by the Company and ordinarily fulfilled by assigned independent Service Providers. It should be read together with the General Terms and Conditions, Privacy Policy, Cookie Policy, and any service-specific page or written order confirmation for the relevant Order.

1.2 If there is a direct conflict, the more specific refund rule for the relevant Service or mandatory law will control for cancellations, refunds, credits, and related remedies.

1.3 Nothing in this Refund Policy limits any non-waivable consumer right or remedy that applies under mandatory law.

2.1 "Started" means that the Company has accepted the Order and has begun operational or fulfillment steps, including provider assignment, scheduling, account checks, preparation work, coordination, or performance.

2.2 "Paused" means that fulfillment is temporarily held because additional information, verification, customer cooperation, external conditions, or risk review is required.

2.3 "Completed" means that the requested Service has been fulfilled and either (a) you confirmed completion, or (b) the Order was auto-completed after the applicable review or dispute window expired without a timely dispute.

2.4 "Original Payment Method" means the same payment instrument or payment channel used for the original transaction, where a return through that method is technically and legally possible.

2.5 "Wallet Credit" means internal BuyTheWin balance or store credit recorded on your Account.

3.1 Operationally, approved refunds or goodwill credits may first be recorded as Wallet Credit because this allows faster internal processing, partial adjustments, and dispute resolution.

3.2 Where mandatory law requires a refund to be sent directly to your Original Payment Method, or where the Company approves a direct return, the Company will process the refund accordingly without requiring you to accept Wallet Credit as a substitute for a non-waivable legal right.

3.3 Refunds to the Original Payment Method are normally submitted within 7 business days after refund approval and after any reasonably required verification or documentation has been completed. Once submitted, settlement timing depends on the relevant bank, card issuer, payment processor, wallet provider, or network and may take between 1 and 14 business days.

3.4 For digital asset payments, an approved refund may be issued in the same digital asset, in Wallet Credit, in equivalent value selected by the Company, or by another reasonably available method, subject to processor, network, fraud, technical, and legal constraints. Unless mandatory law requires otherwise, network fees, market movements after payment, and third-party processor delays do not create an additional refund entitlement.

3.5 The approved refund amount is normally determined by reference to the transaction value recorded by the Company for the relevant Order, subject to mandatory law and any service-specific disclosure.

4.1 You may request cancellation, refund, re-performance, replacement service, or another remedy where appropriate if: (a) the Order was cancelled or not accepted; (b) the Company could not start the Service within a reasonable or promised timeframe and you do not accept an alternative; (c) the Service was materially incomplete; (d) the Service materially deviated from the documented parameters of the Order; (e) there is credible evidence of unauthorized conduct, prohibited methods, or unjustified use of account resources; or (f) mandatory law gives you a right to cancel or withdraw.

4.2 Not every issue results in a full refund. Depending on the service stage, available evidence, and the nature of the problem, the appropriate remedy may be re-performance, replacement service, partial refund, Wallet Credit, direct refund, or a declined claim with reasons.

4.3 You should raise any service-quality or completion issue through BuyTheWin Support as soon as possible and provide reasonably sufficient evidence.

5.1 Before the Service is Started, you may generally request cancellation and a full refund, unless the Order concerns a clearly customized, reserved, or already-committed format that was expressly disclosed as non-cancellable to the extent permitted by law.

5.2 After the Service is Started but before it is Completed, the Company may offer re-performance, rescheduling, replacement service, Wallet Credit, or a full or partial refund depending on the amount of work already performed, the cause of the issue, and whether the remaining portion can still be delivered.

5.3 If the Order is Paused because you do not provide required information, do not provide access, become unreachable, refuse reasonable scheduling, or otherwise fail to cooperate, the Company may hold the Order, set a response deadline, reschedule the Service, or cancel the remaining portion. In such cases, any refund may be reduced to reflect work already performed, reserved time, setup work, or third-party costs, subject to mandatory law.

5.4 Once Proof of Completion has been recorded, you have the review and dispute window described in the General Terms and Conditions. You should raise any completion dispute within that window. After the Order is Completed or auto-completed, no general warranty period applies unless a service-specific page or mandatory law states otherwise. However, the Company may still review prompt claims supported by evidence of a hidden deviation, unauthorized conduct, or materially incomplete performance that could not reasonably have been detected earlier.

6.1 Boosting and access-based services. Refunds may be available where the Order is not completed as agreed, the wrong result is delivered, prohibited software or methods are used, documented instructions are materially ignored, account resources are used without authorization, or account details are changed without authorization. No automatic refund applies merely because a publisher later issues a warning, restriction, or ban; the Company will review the circumstances and evidence case by case.

6.2 Coaching, self-play, or scheduled live sessions. If a session cannot proceed because the Company or assigned Service Provider does not attend or materially fails to provide the booked session, you may be entitled to rescheduling or refund. If a session cannot proceed because you are unavailable, late, absent, or fail to provide the necessary access or information, the Company may offer rescheduling, partial credit, or only a partial refund to reflect reserved time and preparation already used.

6.3 In-game currency, digital goods, and delivery-based services. Refunds may be available where delivery is not completed in full, is not made within the promised timeframe, materially differs from the Order, or is shown to involve prohibited or fraudulent sourcing attributable to the Company or its Service Provider.

6.4 Custom or mixed orders. Where an Order combines several deliverables, stages, or service formats, the Company may assess each part separately and determine an appropriate partial refund, replacement, or credit by reference to the completed and uncompleted portions.

7.1 Refunds are normally not available where: (a) the Order was placed by mistake but has already been properly Completed; (b) you seek a refund only because the price later dropped; (c) the issue was caused by your own actions, including use of prohibited software, toxic behavior, account sharing outside the agreed workflow, or changes made by you or a third party after delivery; (d) you logged into, interfered with, or altered the account or session during a restricted service period after being told not to do so; (e) you fail to provide timely cooperation and the issue results from that failure; or (f) a publisher, platform operator, or game update later changes, devalues, resets, or removes the result after proper completion, unless mandatory law or specific evidence of Company fault provides otherwise.

7.2 Initiating a chargeback or external payment dispute in bad faith, or before giving BuyTheWin a reasonable opportunity to review the issue internally where applicable, may lead to refusal of future service, Account restrictions, reversal of credits, and other remedies allowed by the General Terms and Conditions.

8.1 Refund requests, cancellation requests, and disputes must be submitted through the BuyTheWin Support Channels stated in the General Terms and Conditions. You do not need to contact the assigned Service Provider directly before contacting Support.

8.2 Please provide, where available: your order number, a clear description of the issue, relevant screenshots or other evidence, and any information reasonably requested by Support to verify the claim.

8.3 Straightforward cases may be resolved faster. If additional review is needed, BuyTheWin usually aims to complete its investigation within 3 to 5 business days, although more complex cases may take longer where reasonably necessary.

9.1 After review, BuyTheWin may: (a) deny the claim with reasons; (b) offer re-performance or replacement service; (c) issue Wallet Credit; (d) issue a full refund; (e) issue a partial refund; or (f) offer another commercially reasonable solution.

9.2 Goodwill benefits such as bonuses, discounts, or priority handling may be offered in addition to or instead of a monetary remedy where appropriate and where mandatory law allows.

10.1 Prices on BuyTheWin may change at any time. A later price reduction does not create a right to refund the difference.

10.2 In appropriate cases, BuyTheWin may offer a bonus, priority support, or another non-monetary form of compensation instead of a refund, provided that doing so does not replace any non-waivable legal right.

11.1 This Policy may be published in more than one language. In the event of a conflict, the English version will prevail unless mandatory law requires otherwise.

11.2 BuyTheWin may update this Refund Policy from time to time. The latest version will be published on the Platform and may be notified to you in the same way as changes to the General Terms and Conditions where appropriate.

11.3 For questions about this Refund Policy, please contact BuyTheWin through the Support Channels.