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 in under 60 seconds:

• Average processing time: 30-45 seconds
• Maximum processing time: 60 seconds
• Real-time progress updates during analysis
• Instant notification when complete

3.2 Analysis Delivery Method

Your analysis is delivered through multiple channels:

• In-browser dashboard view (immediate access)
• Email notification with link to results
• Permanent storage in your analysis history
• Downloadable PDF report option

3.3 Delivery Guarantee

If AI analysis takes longer than 60 seconds:

• Credits are automatically refunded
• You receive an email explaining the issue
• You can retry the analysis immediately at no charge

4. Human Coaching Delivery

4.1 Standard Delivery Time

Human coaching reviews are delivered within 24-48 hours:

• Coach assignment: 1-4 hours
• Analysis completion: 24-48 hours from assignment
• Priority queue available for Pro and Master tiers
• Status updates provided via email

4.2 Priority Delivery

For users with 750+ credits (Grinder tier and above):

• Priority queue placement
• Faster coach assignment (under 2 hours)
• Target delivery: 12-24 hours
• Dedicated coach pool

4.3 Coaching Delivery Method

Human coaching reports are delivered via:

• Dashboard notification
• Email with detailed coaching insights
• Video review link (if included by coach)
• Downloadable coaching plan PDF

4.4 Delivery Guarantee

If coaching is not delivered within 48 hours:

• Full credit refund automatically issued
• Priority re-assignment to another coach
• Compensation bonus credits (case-by-case)

5. Service Availability

PlayFix services are available 24/7/365:

• AI analysis: Available at all times
• Human coaching: Requests accepted 24/7, delivery within timeframe
• Support: Email support within 24 hours

5.1 Planned Maintenance

During scheduled maintenance:

• Notice provided 48 hours in advance
• Maintenance typically occurs during off-peak hours
• Duration rarely exceeds 2 hours
• Human coaching requests continue processing

6. Delivery Delays and Issues

6.1 Common Causes

Delivery may be delayed due to:

• Game API outages (Riot Games, Steam, etc.)
• Invalid match IDs or inaccessible match data
• High volume periods (major tournaments, patches)
• Coach unavailability due to unforeseen circumstances

6.2 Notification of Delays

If delays occur, we will:

• Email you with updated delivery estimate
• Provide option for immediate credit refund
• Offer priority placement when service resumes

7. Failed Deliveries

If service cannot be delivered:

• Credits are automatically refunded to your account
• You receive email notification explaining why
• 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, analysis data is retained for 30 days for recovery, then permanently deleted.

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: 60 Tottenham Court Road, Office 119 Fitzrovia, London W1T 2EW, UK