This Policy applies to paid digital services and marketplace orders on LevelWhale. It supplements the Terms and cannot reduce non-waivable consumer rights. Where mandatory law gives a more favorable remedy, that law prevails.

A refund request is assessed against payment status, agreed scope, start and completion records, delivered value, customer cooperation, communications and available evidence.

You may ask to cancel before performance begins. If no material service has been supplied and no lawful non-refundable digital value has been delivered, we return the full amount paid. A pending authorization that was not captured may instead be voided.

If we cancel because the service is unavailable, outside disclosed restrictions or cannot lawfully be provided, we return the amount captured for the undelivered order.

A consumer may withdraw from a distance service contract within 14 calendar days from conclusion without giving a reason, except where a lawful exception applies. Send an unambiguous statement to support before the period expires. If required withdrawal information was not provided, the period may be extended by applicable law.

If you expressly request performance during the withdrawal period, the service may begin immediately. You lose the withdrawal right only after full performance where you gave prior consent to begin and acknowledged that consequence. We do not treat every started order as automatically final.

For a valid statutory withdrawal, we reimburse all payments without undue delay and no later than 14 calendar days after receiving the notice, using the original payment method unless you expressly agree to another method without extra cost.

Report a material defect or missed agreed deadline promptly. Unless the nature or urgency makes it pointless, we may first provide a reasonable period to correct or complete the service.

If correction is impossible, refused or not completed in that period, available remedies may include replacement performance, completion by another provider at our expense, proportionate price reduction, partial refund for undelivered scope, termination and full refund, and any damages required by law.

Where statutory withdrawal does not apply but you request an operational cancellation after genuine work has begun, support will separate verified delivered scope from undelivered scope. We normally refund the undelivered portion and explain the calculation; we do not impose a hidden fixed cancellation fee.

Customer-caused delay, changed requirements or failure to provide agreed access may affect what remains deliverable, but does not permit us to retain payment for work that was not supplied unless law or an expressly agreed fair term allows it.

Email support to request a remedy. Include the order number, requested remedy and a concise account of the problem. Screenshots or game records may help, but we request only evidence relevant and proportionate to the issue.

We acknowledge the request electronically, may pause provider settlement and review both parties' records. We will provide a reasoned outcome. Never send game, email or banking passwords or full card credentials as evidence.

Approved monetary refunds go to the original payment method whenever supported. Platform credit is offered only as a clearly disclosed alternative you may choose, not as a forced replacement for a monetary refund. We do not add a refund-processing fee.

We initiate the refund within the applicable merchant deadline. The payment provider or card issuer may require additional posting time and may apply its own currency conversion. We can confirm initiation and provide the available transaction reference, but cannot promise an issuer's exact posting date.

Fraudulent evidence, duplicate recovery or abuse may be rejected after review, but an allegation of abuse does not remove mandatory rights. A card dispute does not replace the refund process and does not make a transaction irrevocable; we may provide truthful order and acceptance records to the payment provider.

If you disagree with the outcome, ask support to reopen the review and identify the overlooked fact. You may also contact a competent consumer authority, payment provider or court.