Refund Policy
Contents
1. General provisions
1.1. This Refund Policy (hereinafter — the "Policy") establishes the conditions and procedure for refunding funds to Customers (Principals) for services provided via the boostmlbb.ru Service.
1.2. The Service Operator — Sole Proprietor MAMATISAKOV ELMURAT SAPARBEKOVICH (OGRNIP 326690000001430, TIN 690606792301) — acts as a guarantor of the transaction's security. Acting as the Agent, the Operator ensures a refund to the Customer out of the Provider's funds withheld or payable to the Provider, in the cases provided for by this Policy.
1.3. The Policy is developed in accordance with the Russian Civil Code, the Russian Law "On Consumer Protection", and the Service's Public Offer (Agency Agreement).
Important information
The Operator strives to ensure the most honest and transparent interaction. If you encounter a problem, contact us and we will find a fair solution.
2. Full refund cases (100%)
2.1. A full refund (100% of the order cost) is issued in the following cases:
2.1.1. The Provider did not start the order
- The Provider did not make contact within 24 hours of assignment
- The Provider refused the order without a valid reason
- There are no available Providers to complete the order
2.1.2. Order cancellation before work begins
- The Customer canceled the order BEFORE the Provider started work
- The order was canceled at the Operator's initiative
2.1.3. Technical impossibility of completion
- The game server is unavailable for more than 48 consecutive hours
- Technical problems on the Service's side that make completion impossible
Guarantee
For a full refund, funds are returned within 3-5 business days after the request is approved.
3. Partial refund cases
3.1. A partial refund is issued in the following cases:
3.1.1. The order was not completed in full
The refund is issued in proportion to the uncompleted part of the order. For example:
- 50 stars ordered, 30 stars completed — refund for the 20 uncompleted stars
- Mythic rank ordered, Legend reached — refund of the difference
3.1.2. Significant deadline violation
If the stated deadlines are exceeded by more than 50%, the Customer may demand:
- A partial refund (up to 30% of the cost)
- Or free completion of additional work
3.1.3. Low win rate (below the stated rate)
If the Provider's win rate is significantly below the stated rate (below 70% when 90%+ was promised), the Customer may claim compensation of up to 20% of the cost.
3.1.4. Cancellation by the Customer during completion
The refund is issued minus the cost of work already completed. The minimum retained amount is 10% of the total.
4. Cases where a refund is denied
No refund is issued
In the following cases, no refund is issued:
4.1. Blocking/banning of the account by the game administration
- The Customer knowingly accepted the risks of granting account access
- The Operator is not responsible for the actions of Moonton Games
4.2. Violation of the terms by the Customer
- Logging in to the account while the order is in progress
- Changing the password/credentials without warning
- Providing incorrect data
- Failure to respond to messages for more than 48 hours
4.3. The order was completed fully and with quality
- The stated result was achieved
- The deadlines were met
- There are no valid complaints
4.4. Unfounded claims and fraud
- Attempting to get a refund after a successfully completed order
- Chargeback (disputing a payment) without contacting support
- Providing false information
4.5. Force majeure circumstances
- Technical failures on the game servers (except prolonged ones — over 48 hours)
- Problems with the Customer's internet connection
- Game updates that temporarily make playing impossible
5. Procedure for requesting a refund
5.1. To get a refund, the Customer must:
Step 1: Contact support
- Telegram: @Cla1ve
- Email: cla1veisdetta@gmail.com
- Via the Telegram bot: @cla1ve_boost_bot
Step 2: Provide information
- Order number (if available)
- The Telegram account used to place the order
- A description of the problem
- Evidence (screenshots, video if available)
- Refund details
Step 3: Wait for a decision
The Operator will review the request, check the logs, and decide on the refund.
Response time
Initial response to a request — within 24 hours. Refund decision — up to 30 days (usually 3-7 days).
6. Review and payment timelines
6.1. Refund request review timelines:
- Initial response: within 24 hours
- Simple cases: decision within 1-3 business days
- Disputed cases: decision within 7-14 business days
- Maximum period: 30 calendar days (in accordance with Russian law)
6.2. Payment timelines after approval:
- SBP, bank cards: 1-5 business days
- Cryptocurrency (USDT): 1-3 business days
- Other methods: up to 10 business days
6.3. The timelines may be extended if additional verification is needed or in cases of force majeure.
7. Refund methods
7.1. Refunds are issued using the following methods:
- Faster Payments System (SBP): by phone number
- Bank cards: Sberbank, Tinkoff, VTB, Alfa-Bank, etc.
- Cryptocurrency: USDT (TRC-20, ERC-20)
7.2. The refund is issued to the same details from which payment was made, unless otherwise agreed with the Customer.
7.3. Payment system fees on refunds:
- SBP, Russian banks — no fee
- Cryptocurrency — the network fee may be deducted from the refund amount
8. Service guarantees
Our guarantees
The Operator guarantees an honest and fair review of every refund request.
8.1. The Operator ensures:
- Verification of all Providers before they are allowed to work
- A refund to the Customer out of the Provider's funds withheld or payable to the Provider, if an order is not completed through the Provider's fault
- Review of complaints within the set deadlines
- Confidentiality of order and refund information
- Assistance in resolving disputes
8.2. Refund mechanism:
To fulfill refund obligations, the Operator may withhold amounts payable to the Provider, and if these are insufficient, demand that the Provider compensate the refund amount in another way in accordance with the Service rules.
9. Force majeure circumstances
9.1. The parties are released from liability for failure to perform obligations in the event of force majeure circumstances:
- Natural disasters
- Military actions
- Changes in legislation that make performance impossible
- Large-scale technical failures (DDoS attacks, game server outages over 48 hours)
- Pandemics and quarantine restrictions
9.2. In the event of force majeure, the deadlines for completing an order and issuing a refund are extended for the duration of the circumstances.
9.3. If force majeure lasts more than 30 days, either party may refuse to perform obligations with a proportional refund.
10. Final provisions
10.1. This Policy is an integral part of the Public Offer (Agency Agreement) and the Service Terms of Use.
10.2. The Operator may change the Policy terms. A new version takes effect once published.
10.3. Disputes not resolved under this Policy are settled in accordance with the legislation of the Russian Federation.
10.4. The Customer may file a complaint with Rospotrebnadzor or with the court at the Operator's location (Moscow).
10.5. The current version of the Policy is available at: https://boostmlbb.ru/refund.html