Refund policy

1. Who refunds

QUANTUM LIME LTD issues the refund, because that company takes the Visa or Mastercard payment. The refund goes back to the same card.

Request a refund from the order page or by email to support@lootzy.com with the order id and the account email. Support usually replies within 24 hours. The card refund is started within 5 business days after the claim is accepted.

2. When a refund or replacement is due

A full refund or a replacement at the seller's cost is due when the order record supports the claim.

• The item was not delivered.
• The item is materially different from the listing: a different item, region, quantity, or an incomplete order.
• The key or code was invalid or already used before it was sent to you.
• The seller asks you to pay more, or to continue off the site.
• The card was charged twice because of a technical error. The extra charge is returned.

3. How long you have to check

The window depends on the item. Open the dispute inside that window. If the window ends with no dispute, the order can complete and the held amount can be paid to the seller.

• Skins, items, and Roblox goods: check your inventory and confirm. The window is up to 24 hours after the item is marked delivered.
• Game accounts: 72 hours to sign in, change the password and recovery details, and confirm the account matches the listing.
• Keys and top-ups: a full refund is available until the code is revealed and the top-up is credited. After you reveal a working code, a change of mind is not refunded. A dead code is a dispute and a full refund or a replacement.
• Boosting and other game services: until the agreed result is finished. If the service is missing or incomplete, the unfulfilled part is refunded, or the whole amount if the result never happened.
• If you do not confirm and do not open a dispute, the order completes automatically 48 hours after it is marked delivered, and the seller may be paid.

4. Cancellation before delivery

You can cancel before the seller starts delivery and before a key is revealed. The amount paid is refunded in full, including the buyer-protection fee. After delivery has started and the item matches the listing, a change of mind is not a cancellation: a digital item cannot be put back on a shelf.

5. When a refund is not made

A refusal does not remove rights the law gives you and that a contract cannot limit. Otherwise a refund is not made in these cases.

• You changed your mind after the item was delivered and matches the listing, or after you revealed a working key.
• The deal happened off the site and the order has no record of delivery.
• An account restriction was caused by what you did after delivery.
• You entered the wrong crediting details and the seller delivered to those details.
• The claim was opened after the inspection window, and there is no sign the seller hid a defect or that you could not have seen it in time.

6. How a dispute is decided

Write to the seller in the order chat first. If that does not fix it, open a dispute and attach what shows the problem. We look at the listing, the status, the chat, and both sides' files. The result is a full refund, a partial refund, a replacement, or payment to the seller.

Asking the bank to reverse a payment for an order that was delivered as described, while the on-site dispute is open or still available, bypasses this policy. We will send the order record to the payment provider. If the item was not delivered or does not match, use the dispute on the site.

7. Contact

QUANTUM LIME LTD, 167-169 Great Portland Street, London, England, W1W 5PF, United Kingdom. Company number 16377380. Refunds and disputes: support@lootzy.com.