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Refund Policy

Draft. Publication date: [ПЕРЕВІРИТИ]. This text has not been reviewed by a lawyer.

1. General

1.1. These terms govern refunds for digital goods purchased on the website from the individual entrepreneur Alla Oleksandrivna Knysh (taxpayer ID 3735804403) and form an integral part of the Public Offer.

1.2. The goods sold are digital (accounts, access credentials, keys and similar intangible items) and are delivered automatically in electronic form immediately after payment. Such goods have no physical medium, and once access data has been handed over it cannot be "returned" in a way that prevents further use.

2. When we refund

2.1. We issue a full refund if:

  • the paid goods were not delivered (did not appear in the account area) within [ПЕРЕВІРИТИ: period, e.g. 24 hours] of payment and the problem could not be resolved;
  • the delivered goods were non-functional at the moment of delivery or materially did not match the product-page description, and we could not replace them with a working equivalent within [ПЕРЕВІРИТИ: period, e.g. 72 hours] of your request;
  • a duplicate charge occurred for a single order.

2.2. By mutual agreement, and only with the Buyer's consent, the refund may be credited to the Buyer's website account balance instead of the card.

3. When we do not refund

3.1. No refund is issued if:

  • the goods were delivered, are functional and match the description, but the Buyer changed their mind or the goods "did not suit" their purposes;
  • the goods stopped working due to the Buyer's actions or their violation of the rules of the third-party service the goods relate to (including account blocks caused by the Buyer's actions after delivery);
  • the reported defect was not confirmed during verification.

3.2. [ПЕРЕВІРИТИ: agree with a lawyer the wording appropriate for your product range regarding Article 9 of the Law of Ukraine "On Consumer Rights Protection" and the specifics of digital content.]

4. How to submit a claim

4.1. Send refund requests to [ПЕРЕВІРИТИ: support e-mail] or via the on-site support chat within [ПЕРЕВІРИТИ: period, e.g. 24 hours] of receiving the goods.

4.2. Include: the order number, your account e-mail, a description of the problem and evidence (screenshots, a screen recording of the first login — if available). We may request additional information to verify the claim.

4.3. We review claims within [ПЕРЕВІРИТИ: period, e.g. 3 business days] of receiving all required information.

5. Refund timing and method

5.1. If approved, the refund is issued to the same bank card (via the same method) used for payment.

5.2. We initiate the refund within [ПЕРЕВІРИТИ: period, e.g. 5 business days] of the decision. The actual crediting time depends on the card-issuing bank and is usually 1 to 14 banking days.

5.3. Refunds are issued in hryvnia in the amount actually charged for the order (or its relevant part for partial refunds).