Last updated: 19 May 2025

Compliant with Regulation (EU) 2019/770 on digital content and digital services, Directive 2011/83/EU on consumer rights, and the Estonian Consumer Protection Act (Tarbijakaitseseadus). Effective 19 May 2025)

1. Purpose and Scope

This Refund Policy explains when and how Lootcore OÜ (“we”, “us”, “our”) provides refunds in connection with peer-to-peer (“P2P”) purchases of virtual in-game items (“Skins”) made on this website.

It applies in addition to—and should be read together with—our Terms of Service (“TOS”). Where the TOS and this Policy differ, the provision that offers you greater protection prevails unless it conflicts with mandatory law.

2. Legal Framework

1. Digital content. Skins are “digital content not supplied on a tangible medium” within the meaning of Regulation (EU) 2019/770 and Directive 2011/83/EU.

2. Right of withdrawal. Under Article 16(m) of the Consumer Rights Directive, your 14-day right of withdrawal does not apply once (i) delivery of the digital content has begun and (ii) you have given your prior express consent to lose the right of withdrawal. You provide this consent at checkout.

3. Mandatory remedies. Nothing in this Policy limits any non-waivable rights you may have under EU or Estonian law with respect to lack of conformity. However, Skins are supplied by third-party Sellers (see TOS § 3.3). Any statutory conformity claims must therefore be pursued directly against the Seller.

3. General Principles

4. Automatic Refund Workflow (Incomplete Trades)

1. Detection – Our system detects that (a) the Trade Offer was not accepted within the allotted time, or (b) delivery failed for technical reasons.

2. Refund initiation – Within 24 hours of detection, an automatic refund is triggered to the original payment method.

3. Confirmation – You receive an e-mail confirmation once the refund has been issued. Processing times vary by payment provider but normally take 3-10 business days.

5. Manual Refund Request

If you have not received an automatic refund within 24 hours after a failed delivery:

1. Contact us: E-mail [email protected] within 14 calendar days of the failed delivery.

2. Provide information: Include your order reference, Steam ID, the trade URL used, and any relevant screenshots.

3. Assessment: We will verify the transaction status within 3 business days.

4. Outcome:

   • If the trade is confirmed incomplete, we will issue the refund immediately.

   • If our records show the Skin was delivered, we will provide proof of delivery (Steam Trade Offer ID and timestamp). No refund will be granted in that case.

6. Currency, Fees and Charge-backs

• Currency – Refunds are processed in the same currency and to the same payment instrument used for purchase.

• Payment-processor fees – Any non-refundable third-party processing fees (e.g., certain cryptocurrency network fees) will be deducted only where permitted by law.

• Charge-backs – Initiating an unjustified charge-back after receiving the Skin violates the TOS. We reserve all contractual and statutory rights to dispute such charge-backs and to suspend or terminate your account.

7. Limitation of Liability

Our liability for refunds is limited as set out in TOS § 7. In no event will we be liable for amounts exceeding the purchase price you actually paid.

8. Amendments

We may amend this Policy in the same manner as set out in TOS § 13. Any material change will be announced at least 14 days before it becomes effective, unless a shorter period is required by law.