Refund Policy
Lords Assist is sold as time-limited access keys, not a recurring subscription. The refund policy below reflects that model: we refund unused key time when the Service fails on our end, we honour EU consumer rights for unredeemed keys, and we don't refund usage you've already had.
01Eligible for refund
Refunds are available only in the following narrow cases. Outside of these cases and the EU cooling-off right in section 02, we do not issue refunds at our discretion.
- Persistent service failure — the Service is unavailable, due to a defect on our infrastructure, for more than 7 consecutive days during the active window of your key, and we are unable to restore it after good-faith effort.
- Persistent technical defect — a defect we acknowledge, that prevents the Service from delivering its core functionality on a supported configuration, and that we cannot resolve within 30 days of your formal written report to contact@lordsassist.com.
In both cases we will, at our option, first attempt to remedy the defect or extend your key time at no charge (Nacherfüllung per § 327l BGB). A monetary refund is offered only where remedy and extension both fail. Where a refund is issued, it is prorated to the unused portion of the access window.
02EU 14-day cooling-off period
If you are a consumer resident in the EU, EEA, or UK, you have a 14-day right of withdrawal for digital purchases under Directive 2011/83/EU.
The right of withdrawal ends as soon as you redeem your access key, because redemption begins immediate provision of the digital service — you confirm this by clicking "Redeem" in your dashboard.
If you bought a key but have not redeemed it, you can withdraw within 14 days and receive a full refund. To withdraw, email contact@lordsassist.com with your account email and the key prefix.
03Not eligible for refund
- Buyer's remorse on any redeemed key. By clicking "Redeem" you start the access window and confirm immediate provision of the digital service — the key is consumed and the EU cooling-off right ends at that moment (§ 356(5) BGB).
- Subjective dissatisfaction — "the Service didn't meet my expectations", "I don't play Lords Mobile as much as I thought", "a feature I wanted isn't there", change of guild, change of free time, change of mind.
- Service interruptions caused by Lords Mobile patches, IGG infrastructure changes, or third-party platforms (Discord, Cloudflare, your ISP). We ship compatibility fixes promptly when game updates break our hooks; brief interruptions during this period do not entitle a refund.
- Sub-7-day outages on our side. Short disruptions are part of normal operation of any online Service and do not constitute persistent failure.
- IGG sanctions on your Lords Mobile account — bans, suspensions, item removal, or any other enforcement action by IGG. The Service does not control and cannot influence IGG's decisions.
- Violations of the Terms of Service or the Acceptable Use Policy. Accounts terminated for cause forfeit any remaining key time without refund.
- Keys purchased from unauthorised resellers or marketplaces. We honour service for any redeemed key but refund disputes on such purchases must be raised with whoever you bought from.
04Chargebacks
If you initiate a chargeback or payment dispute with your bank or card issuer instead of contacting us first, we may suspend your account until the dispute is resolved and we may decline to issue further keys to you. We'd rather fix issues directly — please email us first.
05How to request
Email contact@lordsassist.com with your account email, the key prefix, and a description of the issue. Refunds are processed within 5 business days via the original method of payment we received.
Your statutory consumer rights under EU and German law are unaffected by this policy.