Delivery Policy

1. Digital Service Delivery

PlayFix is a digital service platform. We do not ship physical products. All services are delivered electronically through your PlayFix account dashboard.

2. Credit Delivery

When you purchase credits:

• Credits are added to your account instantly upon successful payment
• No waiting period or processing delay
• You can use credits immediately after purchase
• Credit balance is visible in your dashboard and header

If credits do not appear within 1 minute:

• Refresh your browser
• Log out and log back in
• Check your email for purchase confirmation
• Contact support with your transaction ID

3. AI Analysis Delivery

3.1 Standard Delivery Time

AI-powered match analysis is delivered automatically:

• You upload your CS2 replay file or give a public link to it; we read every round (in our tests, under 10 seconds once the file is here)
• You pick which player in the replay is you; the coaching step then usually takes under a minute
• A progress screen shows each step: getting the demo, reading it, picking your player, coaching
• Your stats and coaching appear on your dashboard, and an email tells you when they are ready

3.2 Analysis Delivery Method

Your analysis is delivered through multiple channels:

• In-browser dashboard view (immediate access)
• Email notification with link to results
• Stored in your analysis history while your account is active

3.3 Delivery Guarantee

If an AI analysis fails after its retries:

• The credits you spent on it are automatically returned to your wallet
• You can submit the match again

A demo that cannot be downloaded or read, or that is not a CS2 match, fails straight away and the credits are returned. If you do not pick your player within 24 hours, the analysis is cancelled and refunded. We never produce an analysis without data read from your demo.

4. Human Coaching Delivery

You book human coaching on your training plan, at 250 credits per hour (€25.00); the credits are taken when you book. Our team then matches your booking with an approved coach by hand, and the booking's status is shown on your training plan. We do not promise a matching time.

5. Service Availability

We aim to keep PlayFix available at all times:

• AI analysis: you can submit a match at any time
• Support: we reply to every email

5.1 Planned Maintenance

During scheduled maintenance:

• We aim to give notice in advance
• We aim to schedule it during off-peak hours

6. Delivery Delays and Issues

6.1 Common Causes

Delivery may be delayed due to:

• Game/data-provider API outages (Steam, etc.)
• Invalid match IDs or inaccessible match data
• High volume periods (major tournaments, patches)

6.2 Notification of Delays

If delays occur, we will:

• Refund the credits for any analysis that fails
• Answer any question you send to support

7. Failed Deliveries

If service cannot be delivered:

• Credits are automatically refunded to your account
• Common reasons: invalid match ID, private profile, insufficient match data
• You can resubmit with corrected information

8. Analysis History and Storage

All delivered analyses are stored in your account:

• Unlimited storage of past analyses
• Access anytime from your dashboard
• No expiration on analysis reports
• Download and export options available

If you delete your account, your analyses are deleted with it straight away.

9. Support for Delivery Issues

If you experience delivery problems:

• Check your dashboard analysis history first
• Verify your email inbox and spam folder
• Review service status page for known issues
• Contact support with your analysis ID

Support email: support@playfix.pro

10. Changes to This Policy

We may update delivery timeframes and procedures. Material changes will be communicated via email and posted on this page.

11. Contact Us

For questions about service delivery:

• Email: support@playfix.pro
• Company: MOXIE SKINS LTD
• Company Number: 16553071 (United Kingdom)
• Address: Academy House, 11 Dunraven Place, Bridgend CF31 1JF, UK