Refund Policy

1. How this policy works

This policy explains when you get money back. It is part of the Terms of Service. If you live in the EU or the UK, the law also gives you rights that nothing here takes away.

An order has started when a specialist or coach is assigned and has accepted it. It is complete when the goal on your order page is reached, or when the games or hours you bought are used. Your order page and our emails show both steps with a date and time.

Refunds go back to the payment method you used. The part you paid with store credit goes back to your balance. We refund what you paid, which can be less than the list price if a coupon or credit reduced it. We do not deduct payment processing fees from a refund.

2. Before your order starts

You can cancel at any time before your order starts and get a full refund. Write to us or use live chat with your order number.

If your order has not started within 48 hours of payment, we tell you why and give a new estimate. You can still cancel for a full refund until it starts.

3. After your order starts

You can cancel an order that is in progress at any time before it is complete. We refund the part that was not delivered.

We work out the delivered part from your order page. For a rank order, we count the divisions climbed out of the divisions bought. For a wins or games order, we count the wins or games played out of those bought. For coaching, we count the hours used out of the hours bought. The refund is the amount you paid, reduced by the delivered share, rounded to the cent.

Example: you paid EUR 90 for a 3-division order and 1 division is complete. The delivered share is one third, so we refund EUR 60.

If you disagree with the count, tell us. We look at the games with you and give our decision within 5 business days.

Coaching sessions you miss: if you do not attend a booked session and did not tell us at least 24 hours before it starts, that hour counts as used and is not refunded. If you tell us at least 24 hours before, we move the session, or refund the hour if you cancel it.

4. Completed orders

Once an order is complete, it cannot be refunded, with two exceptions. The first is when the order did not match what we sold you, in which case you must tell us within 14 days of completion. The second is when the law gives you a right to a refund.

We are not responsible for changes in your rank, win rate or mastery after an order is complete, because your own play moves those numbers.

5. Penalties from the game publisher

Playing on another person's account is against the game publisher's rules, as section 5 of the Terms explains. If the publisher penalises your account during an order, or within 30 days after it is complete, send us the publisher's notice within 7 days of receiving it. We review the order and our specialist's activity and give you the result within 5 business days.

If our specialist broke a rule listed in section 5 of the Terms, for example by using scripts or third-party software, we refund that order as store credit. We also compensate you, based on our review of the case and of the damage to your account, and we tell you the amount and how we worked it out in writing. If the law gives you the right to a refund to your original payment method, you can choose that instead.

If the publisher acted only because someone other than you played the account, and our specialist broke no rule, that is the risk you accepted in section 5 of the Terms. We do not refund the part already delivered. We stop the order, refund the part not delivered, and help you with an appeal if you ask.

Game accounts we sold are covered by the warranty in section 11 of the Terms. If we cannot replace an account that the warranty covers, we refund its price.

6. Problems with quality or with a specialist

If you are unhappy with the quality of an order, tell us. We reply within 24 hours. After we look at the games played, we may assign a different specialist, give you store credit, or refund part of the order.

7. Orders we cannot deliver

If we cannot start or finish an order, we refund the part we did not deliver. This covers cases such as no specialist being available for your region or rank, a failure on our side, or us stopping the service. We decide within 5 business days of finding the problem.

If we pause or close an order because we could not reach you for 30 days, we refund the part not delivered, to your original payment method or as store credit if you prefer.

8. Your 14-day right to cancel (EU and UK)

If you live in the EU or the UK, you can cancel a service within 14 days of the order, without giving a reason. Write to [email protected] or use live chat.

When you placed the order, you asked us to start straight away and you accepted that you lose the right to cancel once the service is fully performed. If you cancel after we started, you pay for what was delivered up to the moment you told us, worked out as in section 3. We refund the rest within 14 days of your notice.

The 14-day right also applies to game accounts and other digital items you receive. If you asked us to deliver straight away and the delivery happened, the right ends once the account has been delivered to your dashboard.

9. Store credit and tips

Store credit that you used on an order goes back to your balance when we refund that order. When you close your account, we refund unused credit that you paid for to your original payment method.

A tip cannot be refunded once given.

10. How to ask and how long it takes

Write to [email protected] or use live chat, and include your order number. We reply within 24 hours and decide within 5 business days.

We send approved refunds within 5 business days. Cards usually show the refund within 3 to 10 business days, depending on the issuer. If your card has been closed, we pay by another method you choose, or as store credit.

The charge appears on your statement as CARROTBOOST.GG.

11. Payment disputes

Please contact us before you dispute a payment with your bank. We reply within 24 hours and most problems are solved in that time. You can still dispute a payment. If you do, we send your bank our records of the order, including your acceptance of the Terms and the Refund Policy.