Refund Policy

1. Refund Policy Overview

At Skinsmonkey, we strive to ensure that all users have a positive experience on our platform. This Refund Policy outlines the circumstances under which we may issue refunds and the procedures for requesting them.

Due to the digital nature of our services and the virtual items traded on our platform, refunds are limited to specific circumstances. Please review this policy carefully to understand when you may be eligible for a refund.

2. Refund Eligibility Criteria

2.1 Eligible for Refund

We may issue refunds in the following situations:

• Platform Technical Errors: If a payment was processed but the purchased service or items were not delivered due to a verifiable technical error on our platform
• Unauthorized Transactions: If you can provide evidence that a transaction was made without your authorization
• Duplicate Charges: If you were charged multiple times for the same transaction
• Service Unavailability: If you paid for a premium service that was subsequently unavailable for an extended period due to our system issues
• Incorrect Pricing: If you were charged an incorrect amount due to a pricing error on our part

2.2 Not Eligible for Refund

Refunds will generally not be issued in the following situations:

• Completed Trades: Once a trade has been successfully completed between users
• Change of Mind: If you simply change your mind about a purchase or trade
• Market Value Changes: If the market value of items changes after a transaction
• User Error: If you made a mistake during the transaction process, such as selecting the wrong items or confirming a trade without proper verification
• Violation of Terms: If the transaction was associated with a violation of our Terms & Conditions
• External Factors: Issues caused by third-party services outside our control (e.g., payment processor issues, internet connectivity problems)
• Account Suspensions: Fees or purchases made prior to account suspension or termination due to policy violations

3. Refund Request Procedure

3.1 How to Request a Refund

If you believe you are eligible for a refund based on the criteria above, please follow these steps:

1. Log in to your Skinsmonkey account
2. Navigate to the "Transaction History" section
3. Locate the transaction in question
4. Click on "Request Refund" or "Report Problem"
5. Complete the refund request form with all relevant details, including:
   • Transaction ID
   • Date and time of the transaction
   • Amount paid
   • Detailed explanation of the issue
   • Any supporting evidence (screenshots, error messages, etc.)

Alternatively, you can contact our support team directly at support@skinsmonkey.com with the subject line "Refund Request - [Transaction ID]" and provide the information listed above.

3.2 Timeframe for Refund Requests

To be considered for a refund, you must submit your request within 14 days of the transaction date. Requests submitted after this period may be reviewed on a case-by-case basis but are not guaranteed to be processed.

3.3 Required Documentation

Depending on the nature of your refund request, we may require additional documentation to process your claim, such as:

• Screenshots of error messages
• Confirmation emails or receipts
• Bank or payment processor statements showing the charges
• Any communication with other users related to the transaction (if applicable)

Failure to provide requested documentation may result in delays or denial of your refund request.

4. Refund Processing Timeline

4.1 Review Process

Once we receive your refund request, our support team will:

1. Confirm receipt of your request within 24-48 business hours
2. Investigate the circumstances of the transaction
3. Review any evidence provided
4. Verify the transaction details in our system
5. Make a determination based on our refund eligibility criteria

This review process typically takes 5-10 business days, depending on the complexity of the case and the volume of requests we are handling.

4.2 Refund Processing Time

If your refund request is approved, the processing time depends on your payment method:

• Credit/Debit Cards: 5-10 business days
• PayPal: 3-5 business days
• Cryptocurrencies: 1-3 business days
• Bank Transfers: 7-14 business days

Please note that while we process refunds promptly upon approval, the actual time it takes for the funds to appear in your account is determined by your payment provider and is beyond our control.

4.3 Refund Method

Refunds are generally processed using the same payment method used for the original transaction. If the original payment method is unavailable or no longer valid, we will work with you to determine an alternative refund method.

4.4 Notification of Decision

You will receive an email notification informing you of our decision regarding your refund request. If approved, this notification will include details about the refund amount and estimated processing time. If denied, we will provide an explanation for the decision.

5. Exceptions to Standard Policy

5.1 Special Circumstances

In certain situations, we may make exceptions to our standard refund policy:

• Account Security Compromises: If your account was compromised and unauthorized transactions were made, we will investigate and may issue refunds if we confirm the security breach was not due to negligence on your part
• Service Outages: Extended platform outages affecting a large number of users may result in automatic refunds for affected transactions
• Policy Changes: If we make significant changes to our services that materially affect your use of paid features

5.2 Partial Refunds

In some cases, we may issue partial refunds. This may occur when:

• Only part of a transaction was affected by an error
• You have partially used a service before requesting a refund
• Administrative or transaction fees cannot be refunded

The amount of any partial refund will be clearly communicated to you during the review process.

5.3 Goodwill Refunds

At our discretion, we may occasionally issue goodwill refunds in situations that do not strictly meet our refund criteria but where we believe a refund is appropriate based on specific circumstances. These are evaluated on a case-by-case basis and should not be considered a precedent for future transactions.

6. Contact Information for Refund Inquiries

If you have questions about our refund policy or need to follow up on an existing refund request, please contact us through one of the following channels:

When contacting us about an existing refund request, please include your request reference number or transaction ID to help us locate your case quickly.