Dispute Resolution Policy
Effective Date: 19 April 2025
1. Purpose & Scope
This Dispute Resolution Policy (“Policy”) sets out how Skinboost OÜ (“Skinboost”, “we”, “our”, “us”) handles complaints, chargebacks, and other disputes relating to purchases of Counter‑Strike 2 (CS2) in‑game items (“Skins”) from skinboost.store (the “Website”). It supplements our Terms & Conditions, Return & Refund Policy, and Privacy Policy.
2. Guiding Principles
- Fairness: Every dispute is investigated impartially and decided on objective evidence.
- Timeliness: We aim to acknowledge disputes within 2 business days and to reach a decision within 14 business days, unless additional information is required.
- Transparency: You will receive written explanations of findings, decisions, and available remedies.
- Accessibility: Disputes may be submitted free of charge via e‑mail or post in English, Estonian, or Russian.
3. Informal Resolution First
Most issues (e.g., non‑delivery, incorrect item) are resolved quickly through our customer‑support team under the Return & Refund Policy. Please contact info@skinboost.store before initiating a formal dispute or requesting a chargeback.
4. How to Submit a Dispute
- Deadline: File the dispute within 30 calendar days of the original transaction date or receipt of our final support correspondence, whichever is later.
- Channel: E‑mail info@skinboost.store or mail a signed letter to the postal address in Section 10.
- Required Information:
- Your full name, e‑mail, and Steam ID;
- Order ID, purchase date, and item(s) concerned;
- A clear description of the disputed matter;
- All relevant evidence (screenshots, correspondence, bank statements, etc.);
- The remedy you seek (replacement, refund, apology, other).
If the submission is incomplete, we will request missing details within 3 business days; the dispute clock pauses until we receive them.
5. Investigation Procedure
- A dedicated dispute‑resolution officer (not previously involved in the case) reviews all evidence.
- We may consult transaction logs, server records, payment‑gateway data, and Valve’s Steam API.
- You may be invited to provide further explanations or documents.
- We strive to complete the investigation within 14 business days (or 30 days for complex cases). If we need more time, we will notify you in writing.
6. Decision & Remedies
Our written decision will state:
- Whether the dispute is upheld, partially upheld, or rejected;
- The factual findings and reasoning;
- The remedy, if any:
- Replacement Skin(s);
- Partial or full refund;
- Account credit or goodwill gesture;
- No action (with explanation).
Approved refunds follow the timelines in our Return & Refund Policy.
7. Chargeback‑Related Disputes
If you initiate a payment chargeback before completing our dispute process:
- We reserve the right to suspend your Website account and Steam trade privileges pending resolution.
- We will provide evidence to the card network demonstrating delivery and compliance with our policies.
- Should the chargeback be reversed in our favour, you remain liable for any fees imposed by the acquiring bank.
- Repeated or abusive chargebacks may lead to permanent account termination and reporting to anti‑fraud consortia.
8. Alternative Dispute Resolution (ADR)
EU consumers may submit unresolved disputes to an approved ADR entity. While we are not obliged to use ADR, we will consider any reasonable request.
You may also use the European Commission’s Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr.
9. Court Proceedings
Nothing in this Policy limits your statutory right to bring proceedings before a competent court. Our Terms & Conditions specify governing law and jurisdiction. We nonetheless encourage amicable resolution first.
10. Contact
Dispute Resolution Officer
Skinboost OÜ
Vesivärava tn 50‑301, 10152 Tallinn, Estonia
E‑mail: info@skinboost.store
11. Changes to This Policy
We may amend this Policy for legal, technical, or operational reasons. Material changes take effect 14 days after we notify you via the Website or e‑mail.
