Refund Policy

1. Credit Purchases

PlayFix operates on a credit-based system. When you purchase credits, they are added to your account wallet and can be used for AI analyses and human coaching services.

2. Refund Eligibility

2.1 Unused Credits

You may request a refund for unused credits within 14 days of purchase under the following conditions:

• Credits have not been used for any analysis
• No refund requests were made in the past 6 months
• Account is in good standing

2.2 Used Credits - AI Analysis

Credits spent on AI analyses are non-refundable once the analysis is completed. However, we may issue refunds at our discretion if:

• The analysis failed to complete due to our technical error
• The match data could not be fetched from Riot Games
• The AI generated clearly incorrect or corrupted output

2.3 Used Credits - Human Coaching

Credits spent on human coaching services are non-refundable once a coach has been assigned. Refunds may be issued if:

• The coaching service is not delivered within 48 hours
• The coach violates our service standards
• Technical issues prevent delivery of the coaching report

3. Non-Refundable Situations

Refunds will NOT be issued in the following cases:

• You disagree with the coaching advice or analysis
• You did not improve your rank after using our service
• You submitted an invalid or incorrect match ID
• You violated our Terms of Service
• More than 14 days have passed since credit purchase
• You've already used the credits for analyses

4. How to Request a Refund

To request a refund, please contact our support team:

• Email: billing@playfix.pro
• Subject Line: "Refund Request - [Your Email]"

Please include:

• Your account email
• Transaction ID or date of purchase
• Reason for refund request
• Number of unused credits

5. Refund Processing Time

If your refund is approved:

• We will process the refund within 3-5 business days
• Refunds are issued to the original payment method
• It may take an additional 5-10 business days for the refund to appear in your account, depending on your bank
• You will receive a confirmation email once processed

6. Chargebacks

If you initiate a chargeback without first contacting us:

• Your account will be immediately suspended
• All credits will be forfeited
• You may be permanently banned from PlayFix

Please contact us first to resolve any billing issues. We're here to help and will work with you to find a fair solution.

7. Service Guarantee

While we cannot guarantee rank improvement, we guarantee:

• AI analyses will complete within 60 seconds (or refund)
• Human coaching within 48 hours (or refund)
• Professional and respectful service
• Data privacy and security

8. Promotional Credits

Free or promotional credits (signup bonuses, referral credits, etc.) are non-refundable and have no cash value. They cannot be exchanged for money under any circumstances.

9. Account Closure

If you choose to close your account:

• Unused credits purchased within the last 14 days may be eligible for refund
• Credits older than 14 days will be forfeited
• Analysis history will be deleted after 30 days

10. Changes to This Policy

We reserve the right to modify this refund policy at any time. Changes will be posted on this page with an updated revision date. Material changes will be communicated via email.

11. Contact Us

For refund requests or questions about this policy:

• Email: billing@playfix.pro
• Company: MOXIE SKINS LTD (Company number: 16553071, UK)
• Address: 60 Tottenham Court Road, Office 119 Fitzrovia, London W1T 2EW, UK