English translation provided for convenience. If the texts differ, the Russian version prevails.
Fulfilment time
As a rule, the gift is sent within 10 minutes after payment during working hours (8:00–22:00 Moscow time, UTC+3). In rare cases it may take up to 24 hours. Orders paid outside working hours are fulfilled after working hours begin, but no later than 24 hours after payment.
Refunds
We refund the payment in full if:
- the gift was not sent on time through our fault;
- the gift cannot be sent for reasons beyond your control and the order cannot be fulfilled.
You changed your mind before the gift was sent. You may cancel the order at any time before it is sent: we refund the payment less actually incurred and documented expenses (for example, the payment service fee if it is not returned to us). If you prefer, instead of a refund we will send the subscription to your own or another account you specify.
Once the gift has been sent, the service has been rendered and no refund is made, except where a refund is required by law. If you paid with a promo code, the amount actually paid is refunded. Money is refunded to the same payment method within 10 days of receiving your request.
How to cancel an order
Write to support in Telegram @skidonsupport or at support@skidon.shop: give the order number (it is in the email and in the “Orders” section of the website) and say that you want to cancel it. If the gift has not been sent yet, we cancel the order and refund the money under the rules above. An unpaid order cancels itself: simply do not pay for it.
Refunds for card payments
Money is refunded to the same card the order was paid with. We send the refund within 10 days of receiving the request; the time it takes to reach the card depends on the card-issuing bank and may be up to 30 days. If your card is in another currency, your bank converts the amount at its own rate, so it may differ slightly from the amount charged. We refund to another card or by another method only if a refund to the original card is impossible (for example, the card has been closed).
You do not recognise a payment or want to dispute it
Please contact us first: give the date and amount of the payment and the last four digits of the card. We will find the order and reply within 10 days and, where there are grounds, refund the money. This is usually faster than going through the bank. You also have the right to ask your bank to dispute the payment; in that case we will provide the bank with information about the order and the sending of the gift.
Wrong nickname
If you entered the wrong nickname and the order has not been fulfilled yet, contact support: we will correct the nickname before sending the gift. After the gift has been sent, we are not responsible for it being received by the wrong account; it cannot be recalled or redirected.
Profile with an active subscription
A gift is not sent to a profile with an active subscription. If you ordered for such a profile, we help the recipient cancel the current subscription (for example, turn off auto-renewal) if the platform allows it, and then send the gift. If it cannot be cancelled or the recipient does not want to cancel it, we wait until the current subscription ends and only then send the gift. Before the gift is sent, you may cancel the order and get your money back.
Subscription replacement
The subscription is guaranteed for the entire paid period. If a FACEIT error caused the subscription not to work or to stop before the end of the paid period, contact us. We check the information and, if you are not at fault, replace the subscription by sending a new one for the remaining period. If replacement is impossible, we refund the money in proportion to the unused period. No replacement is made if the subscription was terminated because the profile was banned for breaking the platform’s rules, because of a refund or disputed payment, cancellation of the gift or other actions of the recipient or the customer. In your request, give the nickname, the order date and a description of the problem.