Refund Policy

1. Your 14-day right of withdrawal

If you are a consumer in the EU, you have a statutory right to withdraw from a credit purchase within 14 days of the day the purchase is confirmed, without giving any reason. This right comes from consumer law, not from our goodwill, and nothing on this page reduces it.

To withdraw, email support@gank.studio from your account email before the 14 days end and say which purchase you are withdrawing from. A clear statement is enough; you do not need a form. We refund you within 14 days of receiving your notice, to the original payment card, at no cost to you.

Credits pay for services that start when you use them — an action, a pro review, or a boost, coaching or skin order. If you use credits within the 14 days, you are asking us to begin that service before the withdrawal period ends. You keep the right to withdraw, but credits already spent are not refunded; we refund the unused credits from that purchase at its original per-credit price. Once every credit from a purchase has been used, the service has been provided in full and the right of withdrawal ends for that purchase.

The right of withdrawal is a consumer right and does not apply to purchases made for a business.

2. Unused credits

If you have not used the credits from a purchase, you can request a refund of that purchase within 14 days. We refund unused credit purchases to your original card.

You do not need to give a reason. Changing your mind inside the window is enough, and we will not ask you to justify it or offer you credit instead of the refund you asked for.

3. Failed actions

You are never charged for an action that fails. The credits reserved for a failed action are returned to your balance automatically.

This happens on our side without you asking. Credits are reserved when an action starts and only become a charge when a result comes back, which is why your available balance can read lower than your total for a few seconds while something is running.

If an action fails and the credits have not returned within a few minutes, that is a fault worth reporting rather than a charge you have to accept. Email us and we will put it right.

4. How refunds are paid

Refunds are always returned to the original payment card used. We do not refund by other methods, and we cannot send a refund to a different card or account than the one that paid.

Once we approve a refund we process it within 14 days. How quickly it then appears on your statement is set by your bank or card issuer rather than by us, and is commonly a few working days after we release it.

Refunds are made in euros, the currency every purchase is charged in. If your card is denominated in another currency, your bank converts the refund at their own rate on the day it lands, which may differ from the rate applied when you paid.

5. Credits themselves

Credits do not expire and are never withdrawn for inactivity, so an unused balance keeps its value until you spend it.

Credits have no cash value outside the terms on this page. They cannot be transferred between accounts, sold, or exchanged for money other than through a refund described here. Free credits granted with a new account are not refundable, since nothing was paid for them.

6. Partly used purchases

If you have used some of the credits from a purchase, we refund the unused credits at that purchase's original per-credit price — the exact rate you paid for that pack or custom top-up, applied to however many credits are left. Email us within 14 days of the purchase and we will calculate the amount and refund it to your original card.

7. Boost, coaching & skin orders

Boosting, coaching and skin orders are fulfilled manually by us or by third-party service partners, arranged on your behalf — not by GANK directly, and not affiliated with or endorsed by Valve, Steam or any game publisher.

The full credit cost of a boost, coaching or skin order is debited when you place it. If we cancel an order before it is delivered — for example because it can't be fulfilled — the exact credits you paid are refunded to your credit balance. This is separate from the card refunds described above for unused credit-pack purchases: a cancelled order refund goes back to your credits, not to your card.

Once an order is marked delivered, it is final and not eligible for this credit-balance refund.

We do not offer piloted (account-access) boosting: nobody else plays on your account, and we never ask for your account password or Steam Guard code.

8. Pro reviews

Credits for a pro review are held, not taken, until the review is completed. If it is cancelled, rejected, or no coach accepts it within 7 days, the hold is released and the full credits stay on your balance. A completed review (accepted by you, or automatically 7 days after delivery) is final.

9. How to request

Email support@gank.studio with your account email and the purchase you want refunded. We respond within a few business days.

It helps to include roughly when you bought it and, if the request is about a specific charge, the matching entry from your credit ledger — that is the fastest way for us to find the purchase. You do not need a form, an order number, or a particular form of words.

If we cannot refund something, we will say why rather than simply decline, and we will tell you what your options are instead.