Read this together with the Terms of Service and the Privacy Policy.
This policy governs cancellations, refunds, and compensation for every boosting order placed on Pairly. It sits alongside the Terms of Service and the Privacy Policy, and you accept it at checkout before any payment is taken.
Where mandatory consumer law in your country of residence gives you stronger rights than this policy, that law applies and this policy does not reduce it.
While your order sits in "awaiting assignment", you may cancel it from the order page at any time, without giving a reason, and receive a full refund of the amount charged.
No booster has seen your order in that state and no work has started, so the refund covers the full order total including any paid add-ons.
If we have not assigned a booster to your order within 24 hours of a successful payment, we treat the order as one we failed to deliver, and we contact you with two options.
Option A, the default: a full refund of the amount charged, returned to the card or payment method you paid with. If you do not reply within 14 days, we issue this refund without asking again. You never have to choose the voucher to get your money back.
Option B, if you prefer it: a compensation voucher worth more than you paid, credited to your Pairly account instead of the refund. The voucher is worth your order total multiplied by 1.5 and rounded up to the nearest 10 in the currency you were charged. An order of 30.00 EUR therefore becomes a 50.00 EUR voucher, and an order of 34.56 EUR becomes a 60.00 EUR voucher.
Choosing the voucher settles that order and replaces the refund for it. Ask for the refund instead at any point before you accept the voucher, and we pay the money.
The voucher is issued as a personal discount code bound to your Pairly account. It will not apply to an order placed from another account, and it cannot be transferred, resold, or paid out in cash.
It takes a fixed sum off one future order, in the currency it was issued in. A 50.00 EUR voucher works on orders billed in EUR and is not treated as 50.00 USD on a USD order.
The voucher is single use and leaves no residual balance. Our checkout refuses a voucher worth the same as the order or more, rather than handing over the remainder, so a 50.00 EUR voucher needs an order above 50.00 EUR to apply. Spend it on one larger order rather than expecting change from a smaller one.
Vouchers stay valid for 12 months from the day we issue them, and the expiry date is shown on the code in your account.
We issue and honour these vouchers under this policy. We reverse one only where the underlying order was paid fraudulently, charged back, or the voucher was obtained by abuse of the platform.
Once a booster is assigned, you may pause the order, or ask us to reassign it to a different booster. We carry out the reassignment; you do not contact or swap boosters yourself.
Where an order is delivered short of the rank range you purchased, we refund the undelivered portion. We measure what was delivered against the rank record synchronised from the game publisher API for that order, not against a self-reported figure, and the calculation is written into the order history you can read.
A delivered order is not refunded because you changed your mind about the purchase. It is refunded where we delivered less than you paid for, where we delivered the wrong service, or where the game publisher actioned your account as a result of the work we performed.
Consumers in the EU and EEA hold a 14-day right of withdrawal on distance contracts for services. When you place a boosting order you ask us to start the service inside that period, and you confirm at checkout that you lose the right of withdrawal once we have fully performed the service.
Until we start, the withdrawal right stands and Section 2 gives you a faster route to the same outcome. Where we have started but not finished, you pay for the proportion already delivered and we refund the rest.
Refunds return to the original payment method through Stripe. We cannot redirect a refund to a different card, account, or person.
We submit the refund within 3 business days of approving it. Your bank then posts it to your statement, which typically takes a further 5 to 10 business days and is outside our control.
Every refund, its amount, and its reason are written to the order history, which stays readable in your account afterwards.
Order chat is open on every order and support answers around the clock. Almost every refund question is settled there the same day, and Sections 2 and 3 already give you your money back without an argument.
A chargeback freezes the order and the payment while the bank investigates, which takes months and blocks us from refunding you directly in the meantime. Write to us first: contact@pairly.gg, or the chat on the order itself.
When a bank does open a dispute, we answer it with the order record: the checkout snapshot, the timestamps, the chat, the delivery evidence, and this policy as you accepted it on the day you paid.
We publish changes on this page with a new effective date. The version that governs your order is the version you accepted at checkout, and we keep that version on record against the order.
Questions about a specific order or refund: contact@pairly.gg
