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Refund policy

1. Refund Policy

1.1. This Refund Policy (hereinafter referred to as “the Policy”) shall define the conditions and procedure of money refund to the Customer who had paid for the services of additional bonuses acquisition provided by the Offer posted at: https://fivelive.net//docs/contract.pdf (hereinafter referred to as “the Offer”) - General provisions - The money paid for the services of additional bonuses acquisition provided by the Offer can be returned in case of non-use of the game currency for the game character.

1.2. This Policy is a public offer pursuant to Portugal legislations and unconditional acceptance of the Offer shall mean the registration on the website fivelive.net in accordance with the terms of the Offer. Agreement between the Contractor and the Customer on the terms and conditions of this offer shall enter into force from the date when the Customer accepts the offer in the manner prescribed in this paragraph.

1.3. The current version of the Policy is available at: https://fivelive.net/contract

1.4. Processing of Customers’ personal data shall be carried out in accordance with the Personal Data Processing Policy available at: https://fivelive.net/policy.

1.5. The terms and definitions used in the Policy are similar to the terms and definitions used in the Offer posted at fivelive.net

2. Refund procedure - the Contractor has established the following refund procedure:

2.1. The Customer shall send a scanned copy of the refund application to email:

  • support@fivelive.net to the Contractor, which shall include the following information: Customer's full name, passport data (series, number); date of payment;
  • the amount of payment unused for services on additional bonuses acquisition;
  • data of card or e-wallet from which the payment was made. A copy of the payment document (cheque) must be attached to the application.

2.2. The application must be signed by the Customer or his representative authorized by power of attorney. In case the application is signed by the Customer’s representative, a copy of the application shall be attached to the application.

2.3.The Contractor shall review the application within ten (10) days of receipt of the relevant application.

2.4. In case the application meets all requirements, the Contractor shall send its bank (payment system) an order to transfer funds to the card or e-wallet from which the payment was made. Terms of refund depend on the bank of the Contractor and the Customer. The Contractor shall not be held liable for the violation of the terms of a refund due to violation of the terms of funds transfer by the banks (payment systems). The Contractor shall be entitled to refuse a refund if the personal data of the Customer who had applied cannot be reliably ascertained. In this case, the Contractor shall inform the Customer of the need to provide relevant data and the subsequent process of consideration of the application for a refund. In such a case, the Customer may resubmit a corrected application.

3. Liability of the Parties

3.1. Liability for non-performance or improper performance of obligations under this Agreement shall be determined in accordance with Portugal legislation.

3.2. Contractor shall not be liable for temporary malfunctions and breaks in the Website operation, any damage to hardware, computer programs or information connected with the use of the Website, and also for actions of banks and payment systems.

4. Term of Agreement Termination of the Agreement

4.1. the Agreement on the terms and conditions of this offer shall take effect from the date of acceptance of the offer by the Customer and shall remain in force until the Parties perform their obligations in full.

5. Force Majeure

5.1. the Parties shall be relieved of liability for partial or full failure to perform their obligations hereunder if such failure is a direct consequence of force majeure arising after the conclusion of this Agreement, as a result of extraordinary events, namely: fire, flood, hurricane and earthquake or imposition of restrictions on activities by any Party and other similar circumstances, if such restrictions could neither bee foreseen nor prevented by reasonable measures of the Parties

6. Other terms and conditions

6.1. Acceptance of the terms of this Agreement shall mean an operating with this site.

6.23. By submitting an application for a refund, the Customer authorizes the Contractor to process: collect, record, systematize, accumulate, store, specify (update, modify), extract, use, transfer (including to instruct other persons to process), anonymize, block, delete, destroy, the personal data listed in Clause 6.1.3 of the Agreement.

6.3. The consent shall be valid from the date of communication of the data by the Customer until revoked by the Customer. Withdrawal involves sending a document requesting the Contractor to stop processing personal data. Consent to the processing of personal data specified in clause 6.1.3. of the Agreement shall be provided by the Customer to the Contractor, including to fulfil obligations that have arisen or may arise with the Contractor during the performance of this Agreement, including but not limited to: — the Contractor and/or its authorized representatives’ contacts with the Customer.

6.4. Personal data that the Customer provides to the Contractor:

  • Customer's name, surname, patronymic;
  • Customer's passport data;
  • Bank card or electronic wallet details;
  • Customer's e-mail address;

6.5. In case any provision or any part of the provisions of this offer is declared invalid or unenforceable, the remaining provisions and parts of the contract remain in full force and effect.

6.6. All notifications and legally relevant messages should be communicated to the Contractor at the e-mail address: support@fivelive.net. - This offer, as well as issues not regulated by it, shall be governed by the applicable laws of the Russian Federation.



Revision dated 31.05.2022