This page describes the cancellation and refund procedure for top-ups, subscriptions, digital codes, in-game operations and access to the SLARP accelerator. Mandatory consumer rights always take priority.
1. How to cancel an order
Until the product is issued, an order can be cancelled with a full refund. Send the order number to support within the request deadline from section 4: SLARP will check the actual status with the payment and technical partners and, if fulfilment has not started, will cancel the order and refund the money in full.
2. When a refund is approved
A refund is possible if the product is defective through the store’s fault or has not been issued within 48 hours of payment, and in the cases below. If you changed your mind, did not like the product or there is no ground from this section, no refund or replacement is provided.
- the order was cancelled before the product was issued: full refund;
- the money was received but the product was not issued within 48 hours of payment;
- fulfilment failed through the service’s fault: the deliverable was issued to the wrong recipient because of an error by SLARP or the engaged fulfilment provider, the issued code is invalid, or the deliverable does not match the description;
- a double charge or a confirmed pricing error occurred;
- the order was fulfilled in part: the cost of the unfulfilled part is refunded;
- a refund is required by law in another situation.
This does not apply to the Neuro balance: its unspent paid part is refunded on request at any time, without fees and without the request deadline of section 4, including if you changed your mind. The gift balance and the spent part are not refunded. Send the request to @SlarpSup with the top-up order number of the form S-…; it is reviewed within the periods of section 5. The procedure is in the Neuro Terms, section 8.
3. A deliverable already issued
Once a digital product has been issued, a refund is possible only if it was not issued or fulfilment failed through the service’s fault. A correctly credited top-up, an activated subscription or a revealed and valid digital code of a third-party platform stays with the recipient after issue, and the seller cannot take it back; this does not cancel your claims in the event of a defect, an incorrect description, a seller error or other grounds provided by law.
Access to the SLARP accelerator is the validity term of a SLARP key, not a deliverable on a third-party platform. A refund request for such an order is sent to @SlarpSup with the order number in the form S-… and is reviewed under section 5. If the refund is made, access under that order ends: the term the order added to the key is removed.
If you made a mistake in the recipient and the seller fulfilled the order exactly as per the details provided, it is not issued again at the seller’s expense. Before payment, the interface must give you a way to check the recipient.
4. How to submit a request and the deadline
A refund request under this policy must be submitted within 48 hours of payment. If the product has not been issued within those 48 hours, send the request as soon as that period ends. For a quick check, write to @SlarpSup. For a legally significant claim, use hello@esimpson.org or the Seller’s address from the offer. State the order number, the date, the product, your claim and a description of the situation; attach proof of the error if needed. Do not send passwords, confirmation codes or full bank card details.
5. Review and refund time
A request is reviewed within 24 hours of contacting support. SLARP checks the order, the payment and the fulfilment and asks only for the information it needs. If the refund is approved, the money is returned to the payment details used for the payment within 72 hours of the refund decision. The bank or payment service may credit the amount later under its own rules. A refund is made by the same method as the payment unless the parties agree otherwise: for a payment in Telegram Stars — in Stars through Telegram; for a payment in cryptocurrency — to the details agreed with support, in the ruble equivalent of the order amount. If the original method does not support a reverse operation, the seller agrees a lawful alternative method and does not shift the risk of the partner’s restrictions onto the buyer.
6. Payment disputes
Contacting SLARP helps match the payment to the order, but it is not a precondition for contacting your bank, payment service, Rospotrebnadzor (the Russian consumer protection authority) or a court. In a dispute, the recorded order parameters, the payment confirmation and the actual fulfilment are taken into account.