Refund Policy

Last updated: November 13, 2025

This Refund Policy sets out how VelionBoost (“VelionBoost”, “we”, “our”, or “us”) handles refunds for orders placed on https://velionboost.com. VelionBoost operates solely as an outsourcing and intermediary company: we coordinate orders between Customers and independent contractors (“Executors / Boosters”) and do not execute services ourselves. We do not sell goods or in-game currency.

1. General Provisions

• Refunds, partial refunds, and/or store credit may be granted at VelionBoost’s discretion after review of order status, evidence, and communication history.
• Executors are independent third parties, not employees, partners, or agents of VelionBoost. We facilitate dispute resolution as an intermediary but are not liable for Executors’ actions or omissions.
• We may request additional information (e.g., screenshots, logs, Discord chat excerpts) to assess your claim.
• Initiating a payment provider chargeback before contacting VelionBoost Support may delay resolution and can result in temporary account restrictions pending investigation.

2. Refund Methods & Timeframes

Refunds are processed in two steps:

1. Step 1 — Credit to VelionBoost balance: Once approved, the refundable amount is first credited to your VelionBoost Account balance for reuse on the Platform.
2. Step 2 — Return to original payment method (optional): Upon your request to Support, we initiate transfer from your VelionBoost balance back to the original payment method used at purchase (WayForPay or PayPal).

Typical windows:

• Initiation by VelionBoost: up to 10 business days after refund approval.
• Settlement by payment provider (WayForPay/PayPal): usually 1–14 business days to appear, depending on your bank/payment institution and currency conversion.

Actual timing depends on the provider/bank, holidays, anti-fraud checks, and FX processing.

3. Eligible Grounds for Refund

You may be eligible for a full or partial refund (subject to review) when:

• Order cancelled by Customer before any work started (no measurable progress by the Executor).
• Non-delivery / partial delivery: service not started or not completed as agreed, with verifiable evidence.
• Excessive delay beyond an agreed or reasonable timeframe, attributable to the Executor (not to Customer-caused issues such as missing/changed credentials or unavailability).
• Substantiated misconduct by Executor (e.g., use of prohibited tools, unauthorized account changes) causing material harm (bans/restrictions/penalties), as confirmed through our review.
• Arbitration decision by VelionBoost after assessment of the case.

4. Not Eligible for Refund

• The service was fully delivered according to the agreed scope/specification.
• The order was placed by mistake and work has already started.
• Price changes or market fluctuations after purchase.
• Penalties due to the Customer’s own actions (e.g., bots, ToS violations, abusive behavior) or Customer logging in / intervening during a piloted boost without coordination, causing disruption or penalties.
• Chargeback initiated without prior contact with VelionBoost Support.
• Customer supplied invalid/expired credentials or removed access mid-order, preventing delivery.

5. Resolver Path (Executor First, then Support)

Please first attempt to resolve issues directly with your assigned Executor in the dedicated Discord order channel. If unresolved within a reasonable time, contact VelionBoost Support to open a case.

6. Refund Request Procedure

1. Open a ticket with VelionBoost Support (Discord or email: velionboost@gmail.com), providing order ID, description, and evidence.
2. Standard cases: If arbitration is not required, we approve and credit your VelionBoost balance (Step 1). You may then request a return to the original payment method (Step 2).
3. Arbitration cases: Complex disputes or quality concerns undergo review, typically within 3–5 business days. We will notify you of the result.

7. Possible Outcomes

• Full refund to VelionBoost balance (optional return to original payment method on request).
• Partial refund based on undelivered portion or confirmed issues.
• No refund (with written reasons).

8. Return to Original Payment Method

• Funds can be returned only to the same method/account used for the original payment (WayForPay or PayPal).
• If the provider/bank withholds non-refundable processing fees, FX spreads, or chargeback fees, the final amount returned may exclude such costs as per the provider’s rules.
• After initiation, expect 1–14 business days for the refund to appear, subject to your provider’s timelines.

9. Anti-Fraud & Compliance

• We may pause/decline a refund where there are signs of fraud, account takeover, or abuse (e.g., repeated chargebacks, duplicate claims).
• We may require verification of order ownership and identity prior to refund.

10. Role & Liability of VelionBoost

VelionBoost is an intermediary that coordinates outsourcing services. Executors are independent contractors. We are not a party to the performance contract between Customer and Executor and do not assume liability for the Executor’s conduct. Our role in refunds is limited to review and facilitation of fair outcomes on the Platform (including store credit, partial or full refund at our discretion).

11. Governing Law

This Refund Policy is governed by the laws of Ukraine. Disputes shall be resolved in the competent courts of Kyiv, Ukraine.

12. Contact

For refund requests or questions, contact:
VelionBoost
Email: velionboost@gmail.com
Address: Kyiv, Ukraine