Arcane

REFUND AND CANCELLATION POLICY

arcanelia.com
Revision: March 1, 2024

1. GENERAL RULE

1.1. The User purchases a service. The result may include the provision of digital materials (keys, codes, instructions, links, etc.).

1.2. The service is considered started (and the Administration's obligations are considered fulfilled) from the moment of:

  • provision of digital materials to the User; and/or
  • start of consultation/support; and/or
  • start of installation/launch work.

2. WHEN REFUND IS NOT MADE

Refund is not made if:

2.1. The User has received digital materials for the order.

2.2. The service has been started (including consultation/setup/support).

2.3. The impossibility of fulfillment is caused by the actions or inaction of the User (does not follow instructions, does not provide minimum data for order identification, violates conditions).

2.4. The problem is caused by circumstances/actions of third parties (payment services, providers, game services/platforms, updates, restrictions, blocks).

3. WHEN REFUND MAY BE CONSIDERED

Refund may be considered if:

3.1. Payment was made, but digital materials were not provided, and the service has not actually started.

3.2. A technical failure on the part of the Site/Administration is confirmed, which makes fulfillment impossible, and no alternative solution has been proposed.

4. APPEAL PROCEDURE

4.1. To consider an appeal, the User sends a letter to ivsofte@inbox.ru or via contact information with the subject "Refund".

4.2. The letter must indicate: date and amount, payment identifier (from the payment system receipt), description of the situation, confirmations (screenshots/receipt).

5. DISPUTE RESOLUTION

5.1. The User undertakes to first contact support to resolve a dispute.

5.2. In case of abuse (unfounded claims, fraud attempts), the Administration reserves the right to refuse further service.