Guarantees and refunds
What is actually fixed by contract, what happens when a deadline slips, how the refund is calculated and when there will not be one. Everything below is the offer retold in plain language, with the clause numbers kept.
In short
The deadline is stated in the order itself and is an obligation of the service. If it is missed through our fault, the unfinished part is returned to your internal balance pro rata — by MMR gained, hours played or matches played. The balance can be spent on any service and does not expire.
We do not promise what we do not control. Valve's actions, matchmaking and random teammates are outside the service's reach, and the offer says so plainly. The deadline, the scope of work, a replacement performer and non-disclosure of your data are a different matter — those are ours to answer for.
What we guarantee
- The deadline. It is fixed in the order. Missing it through the service's fault is grounds for a refund under section 5 of the offer.
- The scope. A boost runs to the agreed MMR value; calibration covers the agreed number of matches; rental covers the period paid for.
- A price that does not move. The price agreed at checkout is final. Matches lost along the way are played back at the performer's expense, and the order does not get more expensive because of them.
- A replacement performer. If a performer is not coping or behaves badly, we replace them. The service answers to you, not the performer.
- Non-disclosure. Account data is used only to deliver the service you paid for and reaches the performer strictly to the extent required.
- Visible progress. The work is tracked in the order chat in your personal cabinet, not just in a manager's word.
What we do not guarantee
Clause 11.2 of the offer lists this in plain words, and we repeat it here rather than leave it buried in the contract:
- the absence of Valve sanctions — before, during or after the service;
- that the result will hold in the long run: the rating depends on your own games too;
- that any given service is available at any given moment;
- a particular line-up of performers, an exact start time or a match pace;
- a particular final MMR after calibration — Valve's algorithm decides that; the service is answerable for the matches being played in the agreed number and on time.
Sharing account credentials with third parties may breach the Steam Subscriber Agreement — that is true of any service of this kind, ours included. We work without cheats or third-party software, but promising that Valve will never act is not something anyone can do. The risks are laid out in the guide on boosting safety.
If the deadline slips
First we look at why. The offer splits the causes into two groups, and the outcome follows from that.
| Cause | What happens |
|---|---|
| The service's fault | The unfinished part goes back to your balance pro rata |
| Maintenance, updates, Dota 2 or Steam unavailable | The deadline is extended by the downtime; the reason is posted in the cabinet |
| A block or restriction imposed by Valve | The deadline is extended |
| Sign-in impossible: Steam Guard, changed password, banned account | The deadline is extended |
| Your own actions: signing in during the work, revoking access | The deadline is extended; if the work cannot continue, see the section below |
| The performer is absent, ill or being replaced | The service swaps the performer and extends the deadline by the changeover |
The refund is calculated in proportion to the unfinished scope. For a boost that is the MMR gained, for rental the hours played, for calibration and Battle Cup the matches played. The finished part counts as paid for; the rest goes to your balance.
In borderline cases the manager offers a choice: extend the deadline, play additional matches, or credit the remainder to your balance. If none of those fits, the dispute goes through the claims procedure (section 17 of the offer).
When there is no refund
Clause 5.1 of the offer. This is not small print — it is the list of actions after which the work physically cannot be carried out:
- You signed in to the account or played on it while work was in progress.
- You changed the password, the email, the phone number or the Steam Guard binding mid-way.
- You did not supply Steam Guard codes or other data the work is impossible without.
- Cheats, third-party programs or a VPN were used on the account and drew Valve sanctions.
- You could not be reached through the contacts you left for more than 24 hours.
- You changed the desired result — target MMR, roles, heroes — after the work had started.
Circumstances on Valve's side and on third-party platforms — blocks, patches, ranking changes, servers being down — do not affect the refund rules: for the duration of such circumstances the order deadline is simply extended.
How to raise it
- Write in the order chat in your personal cabinet — the whole history is there and that is the fastest route. The manager is online from 10:00 to 22:00 Moscow time.
- Describe exactly what is wrong: the deadline, the scope, the performer's behaviour. Screenshots and the order number speed things up.
- The manager will offer an extension, additional matches, or a credit to your balance.
- If that does not satisfy you, send a written claim through contacts. Under the offer it is answered within 30 calendar days; the claims procedure is mandatory before court.
Before disputing the payment with your bank, write to us — it is faster. A refund under section 5 does not involve the bank, and once a dispute is opened work on the order is suspended until it is resolved. Payment and refund terms are set out in detail on the payment page.
Service-specific terms
Some services have rules of their own — section 12 of the offer. The essentials:
| Service | Specific term |
|---|---|
| MMR boost | Runs to the agreed value; matches lost along the way are played back at the booster's expense |
| Calibration | The number of matches played is guaranteed, the final MMR is not: Valve's algorithm sets it |
| Coaching | Cancelling less than 2 hours ahead — no refund; one reschedule free of charge; being more than 15 minutes late counts as a no-show |
| Buying an account | Claims within 24 hours of handover; a rating shortfall of more than 10 % and at least 300 MMR counts as material; the money paid for an account is not refunded |
| Rental | The rating is indicative and a deviation of up to 1 000 MMR is acceptable; accounts from 6 000 MMR come with an "until the first loss" allowance |
| Low Priority and Behavior Score | Reasonable effort and getting out of the queue are guaranteed; a particular Behavior Score value is not |
| Battle Cup | The team's participation is guaranteed, winning the tournament is not |
| E-Girl in party | Up to 24 hours' wait for the session to start; a refund only if neither the chosen performer nor a substitute is provided in that time |
| Steam top-up | The service's own commission is 0 %; funds already credited to the wallet are not refundable |
The full wording is in the public offer, section 12.
FAQ
What is refunded if you miss the deadline?
The unfinished part of the order, in proportion to the unfinished scope: MMR gained, hours played or matches played. The money is credited to your internal balance, can be spent on any service and does not expire.
Can I get the money back to my card?
As a rule no: the refund goes to your internal balance. The only exception is clause 10.5 of the offer: if the service requested additional identification and did not receive it within 7 calendar days, the order is cancelled and the money returns to the original payment source.
When is there no refund at all?
When the work could not be done for reasons on your side: signing in to the account while work was in progress, changing the password or the linked contacts, withholding Steam Guard codes, cheats or third-party software, being unreachable for more than 24 hours, or changing the desired result after work had started.
Do you guarantee there will be no ban?
No, and nobody can: Valve's actions are outside the service's control. The offer states plainly that the service does not guarantee the absence of sanctions and is not answerable for Valve's actions. What is guaranteed is different — the deadline, the scope of work, a replacement performer and non-disclosure of account data.
How long do I have to file a claim?
The offer asks for claims about quality, scope or deadlines to be raised within 14 calendar days of the order being completed. Later requests are considered if the circumstances could not have been discovered sooner. A written claim is answered within 30 calendar days.
What if I want to dispute the payment with my bank?
Write in the order chat first: a refund under section 5 of the offer does not involve the bank and is faster than a chargeback. Once a dispute is opened, work on the order is suspended until it is resolved.
The terms are visible before you pay
Price and deadline are fixed in the order at checkout, not afterwards. Run your own numbers — you see both figures before any money changes hands.