Level 1K

1. Overview

Level 1K Ltd provides game server hosting services accessed through prepaid digital credits. This Refund Policy explains your rights and our procedures for refunds.

All payments are processed by Paddle.com Market Limited ("Paddle"), who acts as our Merchant of Record. Paddle is the legal seller for all transactions and refunds are processed through Paddle.

2. Your Consumer Rights

As a UK consumer, you have statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

14-Day Cooling-Off Period

For online purchases, you have the right to cancel within 14 days of purchase and receive a full refund. However, this right is lost once you have:

Started using the credits to provision or run a game server, and
Acknowledged at the time of purchase that you would lose your cancellation right once the service begins

Service Quality

Under the Consumer Rights Act 2015, our digital services must be:

Provided with reasonable care and skill
Fit for purpose as described
As described in our service information

If our services fail to meet these standards, you may be entitled to:

Repeat performance: We will re-provide the service to the required standard at no extra cost
Price reduction: If repeat performance is not possible or not provided within a reasonable time, you may be entitled to a partial or full refund

3. Credit Refund Eligibility

Refundable

Unused credits within 14 days: If you have not used any credits and are within the 14-day cooling-off period, you are entitled to a full refund
Service failures: Credits lost due to service failures on our part that we cannot remedy
Billing errors: Duplicate charges or incorrect amounts

Generally Non-Refundable

Consumed credits: Credits that have been used to run game servers (service already delivered)
Credits after 14 days: Unused credits after the cooling-off period, unless required by law or at our discretion
Account termination for cause: Credits forfeited due to Terms of Service violations

Discretionary Refunds

We may, at our sole discretion, offer refunds or credit adjustments in circumstances not covered above. Each request is evaluated on a case-by-case basis.

4. How to Request a Refund

To request a refund, please contact us with:

Your account email address
The transaction date and amount
The reason for your refund request

Email: support@level1k.com

We aim to respond to all refund requests within 5 business days.

5. Refund Processing

Approved refunds will be processed through Paddle (our payment processor) within 14 days of approval. Refunds will be issued to your original payment method.

Please note that while we process refunds promptly, your bank or card issuer may take additional time to reflect the refund in your account.

6. Chargebacks

We encourage you to contact us directly for any billing concerns before initiating a chargeback with your bank or card issuer.

Unauthorised or fraudulent chargebacks may result in:

Immediate suspension of your account
Permanent termination of your account
Forfeiture of any remaining credits
Collection action for amounts owed

If you believe a charge was made in error, please contact us first and we will work to resolve the issue promptly.

7. Service Interruptions

We do not provide refunds or credits for:

Scheduled maintenance (announced in advance)
Brief service interruptions that are resolved promptly
Issues caused by third parties, your equipment, or internet connectivity
Force majeure events beyond our reasonable control

For extended or significant service disruptions caused by our systems, we may offer credit adjustments at our discretion.

8. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated revision date. Material changes will be notified via email.

9. Contact Us

If you have any questions about this Refund Policy, please contact us:

Email: support@level1k.com

Your statutory rights under UK consumer law are not affected by this policy.