Refund Policy

• Full refund if we cannot deliver your order.
• Full refund before delivery has started, on request.
• Partial refund if only part of a multi-item order can be delivered.
• No refund once a digital delivery has been completed and accepted, except as required by law.

When you place an order and receive access, credentials or content immediately, you expressly agree to the immediate start of performance and acknowledge that you lose any statutory right of withdrawal (where such a right exists under consumer law) once delivery has begun. Mandatory consumer rights in your country of residence remain unaffected.

You may request a full refund if:

• we cannot deliver your order within a reasonable time frame;
• the product you received materially differs from the description on the product page;
• the same item was accidentally charged more than once (duplicate order);
• you request cancellation before we start preparing or delivering your order.

Partial refunds apply when only part of a bundle or multi-item order cannot be delivered.

Refunds are not available in the following cases:

• the digital delivery has been completed and accepted, and matches the product description;
• you changed your mind after receiving the goods;
• the game publisher restricts, suspends or bans the account after delivery — this is outside our control (see our Terms of Service);
• you provided incorrect account details or lost access to the account you asked us to deliver to;
• you enabled two-factor authentication or changed the password mid-delivery, blocking us from finishing;
• the request is based on issues caused by third-party tools, other coaching services or unauthorised modifications you added afterwards;
• the order was paid with a stolen payment method or is subject to a fraudulent chargeback.

Please contact us before opening a chargeback. In most cases we can resolve the issue faster than your bank. Opening a chargeback for a delivered digital order without contacting us first may result in the affected account being blocked and any related deliveries being reversed.

To request a refund, contact us within 14 days of your order with:

• your order number;
• the email used at checkout;
• a short description of the issue and any relevant screenshots.

Reach us via vice.coach/contact or the 24/7 in-app chat. We aim to reply within 24 hours.

Approved refunds are issued to the original payment method (card via Stripe, or PayPal). Processing on our side is immediate; funds usually appear on your statement within 5–10 business days depending on your bank or card issuer.

Where a refund to the original method is not possible, we may offer store credit of equal value as an alternative, subject to your agreement.

We may update this Refund Policy from time to time. The version shown at the top of this page is the one that applies to orders placed on or after that date.

Questions about refunds? Reach us at vice.coach/contact or through the 24/7 in-app chat.