Refund Policy

1. Refund Policy Scope

This policy applies to refund requests for digital products purchased from Primingo. Primingo sells digital products only, including subscription access, account access, activation instructions, license details, recharge support, profile access, seat access, and other product-specific digital delivery methods.

This Refund Policy should be read together with our Delivery Policy, Warranty & Replacement Policy, and Terms and Conditions.

2. Product Card Is the Source of Truth

Each product on Primingo may have different delivery times, access methods, warranty terms, refund conditions, and usage rules. Customers should always read the product card and product page before placing an order.

The product card may show important details such as:

• Product name and plan type
• Price and duration
• Delivery time
• Access type
• Warranty or replacement terms
• What is included
• What is not included
• Special refund or usage limitations

3. Refunds Before Delivery

If the product has not been delivered yet, a refund or cancellation may be considered if Primingo cannot complete delivery within the delivery time shown on the product card or product page.

If delivery is delayed, Primingo will first update the customer through email, live chat, or support communication. If delivery still cannot be completed, Primingo may offer a refund, store credit, alternative product, or another available solution depending on the order status and product type.

4. If Delivery Time Passes

If the delivery time shown on the product card passes and the product has not been delivered, Primingo will update the customer by email, live chat, or support communication.

The update may include the current order status, delay reason where available, updated delivery estimate, alternative option, store credit option, or refund review if delivery cannot be completed.

A refund is not automatically issued the moment the delivery time passes. Primingo will first review the order and provide an update or solution.

5. Invalid Product on Delivery

If a delivered product is invalid from the start, such as incorrect login details, invalid access, or unusable activation details, the customer should contact Primingo support as soon as possible.

For eligible cases, Primingo will usually provide correction or replacement first. If correction or replacement is not available, fails, or cannot be completed, the customer may be eligible for a refund or Primingo Store Credit according to this policy.

6. Product Not as Described

If the delivered product is materially different from what was clearly promised on the product page, Primingo will review the case.

If the issue is verified, Primingo may first correct the product, provide the correct access, replace the product, or offer another suitable solution. If correction or replacement is not possible, a refund or store credit may be offered.

Customers should ask Primingo support before buying if they need a specific feature that is not clearly promised on the product page. Refunds are not guaranteed for expectations, assumptions, or features that were not listed on the product page before purchase.

7. Change of Mind After Delivery

Because Primingo sells digital products, refunds are not usually available after correct delivery simply because the customer changed their mind, no longer wants the product, bought the wrong item, or expected something that was not promised on the product page.

Customers should carefully review the product page, plan duration, account type, access method, delivery time, and product limitations before checkout.

8. Used Digital Products

If a digital product was delivered correctly and used successfully, refund eligibility depends on the product card, product type, usage level, access method, and issue cause.

Some products may not be refundable after delivery or use. Other time-based or usage-based products may be eligible for partial refund or store credit if an eligible issue occurs and replacement is not available.

9. One-Time Codes, License Keys, and Redeemable Products

One-time activation codes, license keys, redeemable products, and single-use digital products are usually final once redeemed or successfully used.

If a one-time code or license key is invalid before use, the customer should contact Primingo support with evidence. Primingo will review the case and may provide correction, replacement, refund, or store credit if the issue is verified and eligible.

10. Partial Refunds for Time-Based Products

For time-based products, if an eligible issue occurs after the product has already worked for part of the purchased period and replacement is not available, Primingo may calculate a partial refund or store credit based on the unused time.

Example: If a 30-day product worked for 10 days and then an eligible issue occurs, the remaining unused time may be calculated based on the remaining 20 days.

Partial refund eligibility depends on the product terms, warranty or replacement policy, issue cause, and whether the issue was caused by the customer.

11. Usage-Credit Products

Some digital products may include usage credits, generation credits, tokens, seats, minutes, messages, or other measurable usage limits.

Refund or store credit eligibility for usage-credit products depends on the product card and whether unused credits can be clearly measured. If eligible and measurable, Primingo may calculate a partial refund or store credit based on unused credits. If the product card states that the product is final after delivery or use, refund options may be limited.

12. Primingo Store Credits

Primingo may offer Store Credits as an alternative to a cash refund. Store Credits can be used for future purchases on Primingo.

Primingo Store Credits issued under this refund policy do not expire. If a special promotional credit has different terms, those terms will be shown separately.

Store Credit may be offered when:

• Replacement stock is not available
• The customer prefers credit for a future order
• The original payment method cannot receive a refund
• A partial unused value needs to be credited
• Another fair solution is needed based on the case

13. Cash Refund Method

When a cash refund is approved, Primingo usually refunds the original payment method where technically possible.

Refund availability may depend on the payment gateway, payment method, transaction status, currency, region, fraud review, chargeback status, and technical limits of the payment provider.

If the original payment method cannot receive a refund, Primingo may offer Store Credit or another available solution according to this policy.

14. Crypto Payment Refunds

Refunds for cryptocurrency payments depend on the payment processor, transaction status, network, currency, and case details.

In some cases, crypto refunds may be possible. In other cases, Primingo may provide Store Credit or another available solution. Any network fees, exchange-rate changes, or processor limitations may affect the final refund process.

15. Non-Refundable Cases

Refunds are not usually available when the issue is caused by customer action, misuse, unsupported expectations, or violation of product rules.

Non-refundable cases may include:

• Customer changed password, email, recovery details, billing details, or security settings without permission
• Customer ignored setup instructions or product rules
• Customer shared, resold, redistributed, or transferred access without permission
• Customer violated platform rules or third-party service terms
• Customer used the product for spam, fraud, abuse, scraping, cheating, illegal activity, or policy violations
• Customer provided the wrong email address, wrong contact details, or incomplete order information
• Customer changed their mind after correct delivery
• Customer successfully redeemed or used a one-time code, license key, or activation product
• Customer expected features, regions, credits, speeds, limits, or benefits not promised on the product page
• Customer failed to contact support within the required claim or warranty period shown on the product card

16. Ask Before Buying

If a customer needs a specific feature, region, plan type, device support, account control, password access, email access, credit amount, team seat, profile type, delivery method, or usage limit, they should ask Primingo support before buying if it is not clearly listed on the product page.

Refunds are not guaranteed for assumptions or expectations that were not promised on the product page.

17. How to Request a Refund Review

To request a refund review, contact Primingo support using one of the available support channels.

• Live chat on the Primingo website
• WhatsApp where available
• Telegram where available
• Email: [email protected]

Please include:

• Order number
• Email used during checkout
• Product name
• Screenshot or screen recording of the issue
• Short explanation of what happened
• Any support messages or error details

18. Claim Review Time

Primingo usually reviews refund claims within 12–24 business hours after receiving the required information and evidence.

Complex cases, platform-side issues, payment reviews, stock checks, or technical investigations may take longer. If more time is needed, Primingo will update the customer through email, live chat, or support communication.

19. Refund Processing Time

After a refund is approved, Primingo usually processes the refund within 3–7 business days.

The time it takes for the refund to appear in the customer’s account may depend on the payment provider, bank, card issuer, crypto processor, currency, or local payment method.

20. Chargebacks and Payment Disputes

Customers should contact Primingo support before opening a payment dispute or chargeback. Most order, delivery, access, and refund issues can be reviewed faster through support.

If a chargeback or payment dispute is opened, Primingo may need to pause refund processing, account support, Store Credit handling, or replacement review until the payment provider completes its process.

21. Related Policies

Refund decisions may depend on delivery status, warranty coverage, product-specific rules, and customer usage. Please also read:

• Delivery Policy
• Warranty & Replacement Policy
• Terms and Conditions
• Contact Support