REFUND POLICY

Publication date: 04.10.2024

This Refund Policy establishes the general principles, grounds, and procedure for refunds to Buyers for digital products purchased.

It applies to all Buyers and Sellers using the Platform and supplements, but does not replace, the Terms of Use. In the event of a conflict regarding refunds, the Terms of Use shall prevail.

The Refund Policy is drafted in accordance with the applicable laws of the European Union and Ukraine, in particular the rules governing distance sales and digital content, and ensures transparent and fair consumer protection mechanisms.

Refunds are processed exclusively through the authorised payment partners of the Platform, and decisions on chargebacks are made by the relevant payment systems.

The core principles of this Refund Policy are:

• clarity of conditions;
• timely review of requests;
• proportionality in cases of bundle purchases;
• use of the same payment method for reimbursement unless otherwise agreed;
• the possibility of adjusting Seller payouts in connection with approved refunds.

For the purposes of this Refund Policy, the words “they” and their derivatives apply equally to all persons, irrespective of gender, and include both natural and legal persons unless the context requires otherwise.

DEFINITIONS

Account means the unique set of credentials and associated profile established by the User on the Site to identify and authenticate the User and to enable access to the Services, together with related settings and records.

Booster means a User who provides boosting services on the Site, including but not limited to account progression, ranking, or completion of in-game tasks on behalf of or together with the Buyer.

Balance means an internal ledger account maintained by the Company for the User within the Site functionality. Amounts credited to the Balance include: (i) the Booster’s remuneration for Boosting Services provided (net of the Company’s service commission and applicable deductions) and/or (ii) amounts credited to the Buyer in cases expressly provided for in the Terms of Use, including where a refund to the original payment method is technically impossible or results in disproportionate costs or risks.

Buyer means a User who purchases Digital Products from a Seller through the Site in accordance with the terms of the transaction.

Boosting Services means services provided by a Booster to a Buyer through the Site, including account progression, rank improvement, or completion of specified in-game objectives.

Company's website (hereinafter referred to as the “Site”) means a web page or a group of web pages on the Internet located at: https://goranked.gg/

Company “Goranked” (hereinafter referred to as the “Company” or “Goranked”) means the legal entity that owns and administers the Site and provides the Services to the Users.

Digital Products means the specific digital goods offered on the Site, including but not limited to: (i) user accounts for online platforms, games, or services; (ii) access credentials, codes, or other identifiers enabling the use of such accounts.

Personal Data means any information that directly or indirectly allows you to identify the User. For example, first name, last name, phone number, and IP address.

Services means the provision, via the Site, of Digital Products and/or Boosting Services, together with the actions necessary to complete the order and provide the User with access to the purchased Digital Product or the result of the Boosting Services.

Seller means a User who offers Digital Products for sale on the Site and provides such Digital Products to the Buyer in accordance with the terms of the transaction.

User means any individual who visits the Site, registers an Account, or uses its functionality, including Sellers, Buyers, and Boosters.

REFUNDS

After the Buyer pays for a Digital Product or orders Boosting Services, the Company places the funds on hold for fourteen (14) calendar days (“Hold Period”). During the Hold Period either Party may open a support ticket through the Site in relation to non-delivery, non-conformity, suspected fraud, or other breach of these Terms of Use. If no ticket is opened within the Hold Period, the transaction is deemed completed and the Seller or Booster may request payout in the personal account. The Company releases funds net of the Company’s commission and applicable processing fees.

Digital Products and Boosting Services are intangible and delivered/performed electronically. As a general rule, refunds are not provided once delivery has occurred or performance has begun, except as expressly stipulated herein (e.g., non-delivery, proven non-conformity) or where mandatory law requires otherwise. By placing an order, the Buyer requests immediate performance and acknowledges that any statutory right to withdraw from a distance contract for digital content not supplied on a tangible medium may not apply once performance begins, to the extent permitted by applicable law.

The Company is an intermediary platform operator and is not the Seller or Booster of record. Digital Products are listed and transferred by Sellers, and Boosting Services are performed by Boosters—both are independent Third Parties. Any refund (if applicable) is resolved through the Site’s ticket procedure between Buyer and Seller/Booster, and is executed via the payment service used for the original transaction in accordance with that provider’s rules. The Company does not issue refunds directly and bears no payment obligation beyond administering the Hold Period, moderating disputes in good faith, and instructing the payment provider to release or return funds in line with the final decision.

Grounds for refund during the Hold Period are limited to:

1. non-delivery within the timeframe specified in the listing or, if none, within twenty-four (24) hours after payment;
2. verified non-conformity of the Digital Product or Boosting Services with the listing/agreed scope;
3. confirmed fraud (including recovered/“pulled back” accounts by the Seller or third parties acting through the Seller; use of cheats/exploits by the Booster);
4. other mandatory grounds under applicable law.

If such grounds are established, the order may be cancelled and the Buyer refunded; otherwise, the payout is released to the Seller/Booster.

The Buyer must promptly check the delivered Digital Product upon receipt (validity of access data; correspondence to the listing) and, for Boosting Services, monitor commencement/progress. Any issues must be reported via a support ticket before the Hold Period expires, with sufficient evidence (screenshots, logs, timestamps, correspondence). Failure to submit a timely, substantiated ticket may result in release of funds to the Seller/Booster.

The Seller/Booster must cooperate in the dispute, provide evidence of delivery/performance (timestamps, chat logs, proof of credential transfer, in-game logs), and remediate founded issues (e.g., replace access data, complete missing work). If remediation is not feasible within a reasonable time, the dispute may be resolved in favour of the Buyer.

The Company is not liable for issues caused by the Buyer after delivery/performance begins, including but not limited to: (i) installation or use of third-party software, cheats, or automation tools; (ii) violations of game/platform rules by the Buyer; (iii) modifications to credentials, linked e-mail/phone, security settings, or recovery options before confirming acceptance; (iv) forgotten passwords or loss of access due to the Buyer’s actions or device/network compromise. Such circumstances exclude refunds and do not affect the Seller’s/Booster’s right to payout.

Refunds (where approved) are processed via the original payment method where technically possible and subject to the payment provider’s rules and timeframes. For cryptocurrency payments, refunds may be subject to network fees and volatility. Where return to the original address is not feasible, an alternative method may be requested subject to KYC/AML checks and provider constraints.

The Company’s role is limited to administering the Hold Period, operating the ticket workflow, and making a reasoned determination based on available evidence. The Company is not responsible for external platform sanctions, developer/publisher enforcement actions, or third-party cache/indexing of data. To the maximum extent permitted by law, the Company disclaims any liability for indirect, incidental, or consequential losses arising from transactions between Buyers, Sellers, and Boosters.

Notwithstanding the foregoing, in the event of non-delivery, double charging, a technical error, or any other confirmed malfunction that occurred exclusively due to the Company’s fault, the Company shall refund the Buyer. In such cases, the Buyer is entitled to submit a refund request within fourteen (14) calendar days from the date of payment; the Company shall review and satisfy such request by refunding the paid amounts without undue delay, but in any event no later than fourteen (14) calendar days from the date of receipt of a duly submitted request and confirmation of the relevant malfunction. The refund shall be made using the same payment method that was used for the payment, unless another method is expressly agreed with the Buyer; the Company shall not charge the Buyer any additional fees for making such refund. This procedure shall apply as a consumer remedy in the event of the Company’s non-performance or improper performance and shall be interpreted and applied in accordance with the laws of the Republic of Estonia and applicable European Union law on consumer protection and the supply of digital content and digital services.

If, as a result of the suspension, restriction, or deletion of the Buyer’s Account by a gaming platform (as an independent Third Party), a refund using the same payment method is technically impossible or results in disproportionate costs/risks, the Company may, following the review of a support ticket and provided that the grounds set forth in these Terms of Use are met, instead of refunding the funds to the payment instrument, credit the corresponding amount to the internal balance of the Buyer’s Account. The application of such crediting to the internal balance of the Account shall not limit the Buyer’s mandatory rights as a consumer in cases where applicable law expressly requires a refund to be made using the original payment method.

The amount credited to the internal balance of the Account is not eligible for withdrawal, cash payment, or transfer to a card/account, is not subject to assignment (transfer) to any third party, and may be used by the Buyer solely to pay for future orders of Digital Products and/or Boosting Services on the Site in accordance with these Terms of Use.

IMPLEMENTATION OF CHANGES

The Company has the right to make changes to this Refund Policy in the event of a change in the terms of providing Services or a change in the amount of the commission.

The User is obliged to familiarize himself with the new terms of the Refund Policy, and the Company is not responsible if the User has not familiarized himself with the new terms of the Refund Policy.

Our electronic or otherwise stored copies of the Refund Policy are deemed to be the true, complete, valid, and enforceable versions of this Refund Policy that are in effect at the time you visit the Site. If the User uses the Services after the date of update of the Refund Policy, we have the right to assume that the User has read the new version of the Refund Policy and agrees to the terms of the Services.

GORANKED GLOBAL SERVICES OÜ
Une entité légale enregistrée sous les lois de la République d'Estonie
Code d'enregistrement : 17374609
Adresse enregistrée : Harju maakond, Tallinn, Kesklinna linnaosa, Viru väljak 2, 10111, Estonie
Email : [email protected]

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