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Refund Policy

Last updated: 15 October 2025

This page explains how refunds, cancellations, and EU consumer withdrawals work at ExpCarry LLC ("ExpCarry", "we", "us"). It applies to purchases made on https://expcarry.com and https://expcarry.com/de.

Nature of our services. ExpCarry provides coaching and in-game assistance. We are not affiliated with any game publisher. We do not directly trade, broker, or resell in-game items or currency; any in-game progress or items obtained while using our services are acquired within game mechanics as intended by developers/publishers. We deliver digital services only (no physical goods).

1. How to Request a Cancellation or Refund

You can submit a request using any one of the channels below. Please have these details ready: Order number, email address, Discord tag (if any), and a brief reason.

We will confirm receipt and provide next steps within 1–3 business days.

2. Eligibility Overview

You may be eligible for a cancellation or refund when:

  • Payment was made in error (e.g., duplicate order or wrong product).
  • We have not started the service yet (no work performed).
  • The service cannot be delivered as described (e.g., content becomes unavailable due to publisher updates).
  • You are an EU/UK consumer exercising the 14-day right of withdrawal for services that have not been fully performed (see Section 5).

You may not be eligible when:

  • The service has been fully performed after your express request/consent to start before the end of the withdrawal period (EU/UK).
  • A substantial portion of the service is already completed.
  • You miss required appointments, fail to provide necessary access/information, or otherwise prevent delivery.
  • The game publisher applies enforcement actions due to rule violations unrelated to our instructions.
  • There is abuse or fraud (including misuse of chargebacks).

We always comply with applicable consumer laws; where laws provide additional rights (e.g., mandatory consumer protection laws in the EU/UK), those prevail.

3. Start Time, Progress, and Proof of Completion

  • Start/ETA. We aim to start promptly after payment confirmation and receipt of required data (e.g., login details, character/server). Any ETA provided is an estimate only.
  • Progress tracking. We record progress markers (e.g., cleared content, achievements, levels), time stamps, and internal session notes. Upon request, we can share screenshots or logs as proof.
  • Completion. A service is considered delivered when the agreed objective is reached (as described on the product page and/or order confirmation).

4. Refund Amounts & Timing

4.1 Amount.

  • Not started: 100% refund of the service price.
  • Partially performed: Pro-rata refund for the undelivered portion.
  • Fully performed: No refund (see EU/UK exception in Section 5).

Fees and discounts. Non-recoverable payment processing fees (e.g., Stripe) may not be deducted for statutory EU/UK withdrawals. A proportional deduction for the delivered portion is allowed where permitted. Network fees (for crypto via Plisio) may be deducted as technically unavoidable, unless prohibited by law. Used promo codes or discounts are not refundable as cash.

4.2 Method & currency.

  • Card (Stripe): Refunded to the original card.
  • Crypto (Plisio): Refunded to the originating address or a verified address you provide; network fees apply and are deducted unless prohibited by law.
  • EU/UK withdrawal: Refunds will be made using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

4.3 Timing.

  • We typically review requests within 1–3 business days and issue refunds within 14 days of approval, as required by EU/UK law.
  • Stripe cards: Banks usually post funds in 5–10 business days after we issue the refund.
  • Crypto: Sent after approval and network confirmation (timing varies by blockchain).

5. EU/UK Consumers — Right of Withdrawal (Services)

If you are an EU/UK consumer purchasing services at a distance, you have a 14-day right of withdrawal under the EU Consumer Rights Directive or UK Consumer Contracts Regulations.

  • If you request that we start immediately and acknowledge (via a checkbox at checkout) that you lose the right of withdrawal once the service is fully performed, then:
    • If we finish within 14 days → no withdrawal or refund applies.
    • If you withdraw before completion → We will refund pro rata for the undelivered portion ("angemessener Wertersatz").
  • If you do not request an immediate start, you can withdraw within 14 days with a full refund, provided we have not started.

We request your explicit consent during checkout (via checkbox) to begin performance before the end of the withdrawal period.

6. How We Handle Chargebacks

Please contact us first at [email protected] if you believe a charge is incorrect. Filing a chargeback without contacting support may delay resolution. We may suspend accounts associated with fraudulent or abusive chargebacks and seek recovery of fees where allowed by law. We can provide evidence of service delivery (e.g., logs, screenshots) to dispute unjustified chargebacks.

7. What We Need From You

To verify and process your request, please provide:

  • Order number (e.g., #EC-12345),
  • Email address used at checkout,
  • Discord tag (if available),
  • A brief reason and any relevant details (e.g., time window, character/server, screenshots).

8. Contact & Channels

9. Force Majeure

We are not liable for delays or failures to process refunds or cancellations due to events beyond our reasonable control, including natural disasters, wars, strikes, or technical outages.

10. Dispute Resolution

Disputes related to refunds or cancellations will be handled in accordance with our Terms of Service and applicable law. The EU Online Dispute Resolution (ODR) platform has been permanently closed as of 20 July 2025; therefore, no ODR link is provided. We are not obliged to participate in consumer arbitration but will cooperate with lawful requests.

11. Updates to This Policy

We may update this Policy from time to time. The "Last updated" date reflects the latest version. Material changes will be announced on the Site (e.g., https://expcarry.com/refund-policy) and/or via email.


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