Chargebacks and payment claims

If something is wrong with an order, contact us through live chat or the contact form, or use Report a problem on the order page of a marketplace purchase. Our team sees the order and can act on it directly. Approved refunds are processed within 14 days, to your Eloboost24 balance or through your original payment method (Terms of Service 14.3.2). You can contact your bank or payment provider at any time; telling us first usually settles it without a claim.

Under section 14.2 of the Terms of Service, opening a claim with a payment provider after an order was placed, a service started or was completed, or a marketplace transaction was finalised breaches the Terms. In that case the claim has to be closed, or the claimed amount repaid with an additional fee: for boosting, coaching and pro gaming at least 50 EUR/USD and up to three times the order amount, for marketplace purchases at least 100 EUR/USD and up to three times the order amount.

Under section 14.5, a chargeback on a completed service or marketplace transaction is referred to a debt collection agency, and the costs it causes are the customer's responsibility.

Disputes about refunds and chargebacks are resolved through our Dispute System, and the funds involved are held until the case is resolved (Terms of Service 14.6).

Sections 14.7 to 14.12 of the Terms of Service explain what happens while a claim is open: we may share evidence of the order with the payment provider, such as proof of delivery, the order chat and related account activity (14.9), and section 14.8 covers the account, balance and orders linked to the disputed payment until the claim is resolved.

None of this limits your statutory rights as a consumer, including the protections offered by your bank, card issuer or payment provider (Terms of Service 14.12).