Cancellation Policy

1. No subscription to cancel

You are never billed on a schedule. You only pay when you choose to buy a credit pack, so there is no plan to cancel and no cancellation fee.

Nothing renews, nothing auto-charges, and we do not keep a payment method on file to bill later. If you stop using the service, you stop paying — there is no step you have to remember to take, and no notice period.

Credits you have already bought are unaffected by inactivity. They do not expire, so walking away for six months and coming back leaves your balance exactly as you left it.

2. Cancelling a credit purchase

If you bought credits and have not used them, you can request a refund within 14 days — see our Refund Policy. Unused credits are refunded to your original card, and the unused portion of a partly-used purchase is refunded at the price you paid per credit.

We offer this 14-day window as a matter of our own policy, wherever you are, and it sits alongside any mandatory consumer protections that apply to you rather than replacing them.

You do not need to give a reason inside that window. If you are past it, ask anyway — the window is where we guarantee a refund, not the only circumstance in which we will consider one.

3. When we cancel

Occasionally we are the ones who cannot go ahead: a service partner falls through, a skin becomes unavailable, or an order cannot be completed for a reason outside your control.

When that happens we cancel the order ourselves and return the full credit cost to your balance without you having to chase it, and we tell you why rather than leaving it as a silent reversal.

This applies whatever stage the order had reached. If we cannot deliver what you paid for, you are not left holding a partial result and a spent balance.

4. Cancelling a boost, coaching or skin order

These orders (rank & calibration boosting, 1:1 macro coaching sessions, and hero skins) are fulfilled by us or by vetted third-party partners, and go through a short pipeline: Requested → Confirmed → In progress → Delivered.

While your order is still Requested or Confirmed — before fulfilment has started — you can cancel it yourself from the order page for an instant, full refund of the credits you paid, no questions asked.

Once an order is In progress (fulfilment has started, for example a booster is actively playing or your coaching session is being scheduled), you can no longer cancel it yourself. Instead, use "Request cancellation" on the order page — this notifies our team, who review it and refund your credits if the order can still be stopped.

Once an order is marked Delivered, it's final: it can no longer be cancelled or refunded through this process.

Every order has a stated delivery window (its SLA) shown on the order page. If that window passes and the order still hasn't been delivered, we flag it as running late — from there you can cancel it (an instant refund if it hasn't started fulfilment yet, or a reviewed refund if it has) or contact support.

5. Cancelling a pro (Expert) review

A pro review — a human coach's written breakdown of your replay — goes through Waiting for a coach → Coach accepted → Delivered → Completed. Its credits are held on your account from the moment you book it and are only taken when the review is completed.

While it is still waiting for a coach, you can cancel it yourself from the review page and the hold is released at once — you keep every credit. If no coach accepts it within 7 days, it is cancelled for you in the same way.

Once a coach has accepted it, you can no longer cancel it yourself, since the coach may already be working on it. Instead, use "Request cancellation" on the review page — this notifies our team, who review it and release your credits if it can still be stopped.

If we determine we can't complete a review at any stage before it is completed (for example an unusable replay), we reject it and release the full credits to your balance.

When the review is delivered, accepting it completes it and settles the credits; if you do nothing it completes automatically 7 days after delivery. A completed review is final and cannot be cancelled or refunded through this process.

6. Closing your account

You can delete your account at any time from Settings. This immediately and permanently removes your profiles, sessions, history and credit ledger — it does not cancel or refund any order or credits still in progress, so cancel or use those first if you want a refund.

7. Help

If you need a hand cancelling a purchase, an order, or closing your account, email support@gank.studio.