Refund and Exchange Policy

Refund and Exchange Policy | Last Updated: June 26, 2026

Thank you for shopping at LootZap. This policy is formulated in accordance with the consumer protection laws of the Russian Federation and applies to all users who purchase digital goods (including in-game items, virtual currency, top-up services, subscription services, etc.) through the LootZap website.

1. Definitions

• "Digital Goods" means virtual items delivered through digital technology, including but not limited to in-game items, virtual currency, top-up services, subscription services, software license keys, digital content access permissions, and similar products.

• "Order" means your request to purchase Digital Goods from us.

• "Website" means the LootZap online store, accessible at https://www.lootzap.com.

• "We/Us/Our" means the LootZap website and the company operating it.

• "You/Your" means the individual accessing or using the Service, or the entity on whose behalf such individual accesses or uses the Service, as applicable.

2. Quality Assurance for Digital Goods

In accordance with applicable laws, LootZap bears quality responsibility for the Digital Goods it sells. If a Digital Good is defective, damaged, or fails to function as intended, you are entitled to one of the following remedies:

1. Replacement with the same Digital Good;

2. Replacement with an equivalent Digital Good of equal value;

3. A proportionate reduction in the purchase price (partial refund);

4. Immediate free repair of the defect, or reimbursement for the cost of repair incurred by you or a third party;

5. Termination of the purchase contract and a full refund.

You also have the right to claim compensation for losses caused by defects in the Digital Goods.

3. Right of Withdrawal for Eligible Digital Goods

Under Russian consumer protection regulations, consumers have the right to withdraw from a purchase of Digital Goods within 7 calendar days (excluding the date of purchase) without providing any reason, and to receive a refund of the amount paid, unless we have stated a longer period.

Conditions for withdrawal:

• The Digital Goods have not been used, activated, or downloaded;

• The Digital Goods retain their original condition and consumer properties.

Exceptions (right of withdrawal does not apply):

• The Digital Goods have been activated, used, or downloaded to your account;

• The Digital Goods are customized or personalized according to your specifications.

4. Refund and Exchange for Defective Digital Goods

Definition of Defect: A Digital Good is considered defective in any of the following circumstances:

• It cannot be used normally or its functionality significantly deviates from the description;

• The delivered goods do not match the Order (e.g., incorrect game name, server, or product type);

• The goods have not been delivered within a reasonable time after purchase.

Your Rights: Upon discovering a defect, you have the right to choose: replacement of the goods, price reduction, repair of the defect, or termination of the contract and a refund.

Claim Period:

• If a warranty period is provided for the Digital Goods, you may file a claim within the warranty period;

• If no warranty period is provided, you may file a claim within 2 years from the date of delivery, provided that the defect is discovered within a reasonable period.

Proof of Purchase: You are required to provide your Order receipt or proof of purchase to confirm the transaction. If a paper or electronic receipt is unavailable, other documents that can reasonably establish the purchase relationship (such as bank transaction records, chat logs, or screenshots) may also be accepted as supporting evidence. The ultimate burden of proof rests with the platform.

Submission Channel: Please submit your claim via email to support@lootzap.com, including your Order ID, product name, issue description, and relevant screenshots or screen recordings as evidence.

5. Non-Delivery of Goods

If you have completed payment but the Digital Goods have not been delivered to your designated account within the time specified in the Order, you have the right to:

1. Request that we complete the delivery within a new timeframe; or

2. Request a full refund of the prepaid amount.

For overdue delivery, you also have the right to claim compensation for any losses incurred. Refunds of prepaid amounts shall be completed within 7 business days from the date of your refund request.

6. Refund Method and Timing

• Refund Channel: Refunds will be made to the original payment account you used at the time of purchase, where possible. If the original payment method does not support refunds, we will negotiate an alternative refund channel with you.

• Refund Timeline: Refunds will be credited to your account within 14 calendar days from the date your refund request is approved.

• Service Fees: For refunds arising from our liability, all related fees shall be borne by LootZap. For refunds requested due to your personal reasons (e.g., mistaken purchase) where the goods remain unused, refund fees shall be mutually negotiated between the parties.

7. Limitation of Liability

You acknowledge and agree that you are responsible for carefully verifying the game name, server, region, account ID, and purchase quantity before placing an Order.

LootZap shall not be liable for any loss incurred due to your own negligence in providing incorrect information, except where such error is caused by a system malfunction or misleading interface on our platform.

LootZap shall not be liable for the theft or unauthorized use of Digital Goods due to reasons attributable to you (e.g., account compromise).

8. Policy Amendments

LootZap reserves the right to amend this policy when necessary. Any material changes will be communicated to you in advance via website notice or email. If you do not accept the amended policy, you have the right to terminate your use of the Service before the changes take effect.

9. Contact Us

If you have any questions about this policy, or need to submit a refund/exchange request, please contact us:

• Email: support@lootzap.com