Refund Policy

1. Cancellations and Refunds

1.1If your order has not yet started, you can cancel it and receive a full refund at any time before a specialist or coach begins working on it.

1.2If we are unable to fulfill your order for a reason on our end, such as no specialist available for your region or rank tier, we will issue a full refund promptly.

1.3If a confirmed technical failure on our platform prevents your order from being processed correctly, you are entitled to a full refund.

1.4Full refunds are returned to your original payment method through Stripe, typically within 3 to 7 business days depending on your card issuer.

1.5If your order has already started but is not yet complete, you may be eligible for a partial refund based on how much of the work has genuinely been delivered so far, for example the number of games played or divisions completed relative to the full order. Partial refund requests should be made within 7 days of the session starting, and we determine the exact amount fairly based on the real progress made on your specific order.

1.6Once a session has been fully completed to the goal you agreed to, no refund is available for that session.

1.7We are not responsible for rank, win rate, or mastery level changes that happen after a session is completed, since your own play naturally moves those numbers over time once the session ends.

1.8If a game publisher takes action against an account as a result of a service you knowingly chose under Section 6, that is a disclosed risk you accepted when you purchased that service, and is not on its own grounds for a refund. We still review every report individually and may offer a resolution at our discretion where the circumstances warrant it.

1.9If we end a session because you breached these Terms, no refund is due for the portion of the work already delivered up to that point.

1.10To request a refund, contact us with your order number and the reason for the request through email or live chat. We aim to respond within 24 hours. Please reach out to us before disputing a charge with your bank, since most concerns are resolved faster and more fairly through direct contact than through a bank dispute.

1.11If your concern is about the quality of a session rather than wanting a refund outright, tell us first. We take quality seriously, and depending on what we find we may reassign a different specialist, offer a credit toward a future order, or arrange a partial refund before a full refund becomes the only option on the table.

1.12Any tip you choose to leave for a coach or specialist is entirely voluntary and is not refundable once given, since it is a direct thank you for their work rather than part of the price of the service itself.

1.13A refund always reflects the amount you actually paid, not the listed price. If a discount code, store credit, or other promotion reduced what you paid, the refund is calculated on that reduced amount.

1.14If we are unable to return a refund to your original payment method, for example because the card has since expired or been cancelled, we will reach out to arrange an alternative, such as store credit or a transfer through a different method your payment provider supports.