How the refund is calculated
Refunds are based on delivered XP as a percentage of the XP target shown on your order page. If delivery went past the target, it counts as 100 percent.
Under 10 percent delivered: you get a full refund of what you paid.
From 10 percent up to 80 percent delivered: take the undelivered percentage and subtract 15 points. That percentage of what you paid is your refund. On a 100 EUR order with 40 percent delivered, 60 percent is undelivered, minus 15 points leaves 45 percent, so the refund is 45 EUR.
From 80 percent up to completion: the refund is 5 percent of what you paid, whatever the exact figure above 80 percent.
Completed orders are not refundable. The XP has been delivered to your account and cannot be taken back.
Support review comes first
The scale above is the standard outcome, not an automatic one. Every refund is reviewed and issued by an administrator, and the final amount can be decided differently depending on what actually happened to the order. Things like the account being restricted by the game, login access being changed while farming was running, or delivery being stopped at your own request are all taken into account.
Contact support before you do anything else, including before opening a payment dispute. Send your order ID and a short explanation of the problem. Most cases are resolved faster this way, and an order that is still running does not have to be interrupted while it is looked at.
Before delivery starts
If payment was confirmed but the account has not been submitted or the order has not started farming, nothing has been delivered and you get a full refund. Contact support as soon as possible so the slot can be released.
Failed account setup
If secure setup fails, the website may allow a retry. If repeated attempts fail, the order moves to support-needed status. Support can help review login details, two-factor requirements, account restrictions, or other delivery blockers. No XP has been delivered at this point, so a full refund applies if the order cannot be started.
Duplicate payments and checkout mistakes
Duplicate payments and checkout mistakes are refunded in full and are not affected by the delivery tiers above. Report them with the order ID as soon as you notice.
Chargebacks
Opening a chargeback may pause delivery while the payment status is resolved. Contact support first. A refund under this policy is faster than a payment dispute and does not interrupt an order that is still running.
How to request review
Send support your order ID, website account email, payment email if different, and a short explanation of the issue. Screenshots help if the order page shows support-needed status or a setup error.