​

Loby follows a strict no-refund policy. Refunds will only be considered if the circumstances fall under the following scenarios, all of which are subject to an investigation:

 

• Double charging for a single transaction (required: proof of double charging)

• Unauthorized purchase due to a hacked account (required: proof of hacking)

• Seller account deletion before fulfilling a commission or service (required: proof of non-fulfillment)

• Non-fulfillment of an order within a reasonable time frame (for confirmation of seller)

 

Loby reserves the right to offer refunds at its discretion. Users seeking refunds must contact Loby at connect@loby.gg within 14 days of the transaction. Users will be notified of refund approval or denial, with approved refunds taking up to 7 business days to process. 

 

Please note that our refund policy is designed to ensure fair and transparent transactions for both sellers and buyers. Loby has the right to suspend or delete a user’s account if we suspect any refund/charge-back request was made in bad faith. If you have any questions or concerns, please feel free to contact our customer service team.

 

I. For Buyers

 

Wallet

Wallet credits are non-refundable, and unused credits cannot be refunded.

 

Services under Shop Listing

In the event a Seller fails to fulfill a booked session ("No Show"), resulting in session cancellation by the buyer, a refund will be granted. Please contact us at connect@loby.gg with your session information for such cases. 

 

For buyer-initiated cancellations, if a session has been started but not completed due to Seller issues, Loby may, at its discretion, provide a credit or partial credit. Cancellations due to change of mind, schedule incompatibility, and the like will not be entertained.

 

Buyers, however, can open a dispute if products/contents are not received, or if the content violates the Terms of Use and Community Guidelines.

 

Physical Merchandise under Shop Listing

Merchandise in good condition sold on the platform will not be eligible for refunds. Differences in the actual product delivered versus the description in the shop listing and the next steps to address this concern must be settled between the seller and the buyer. 

 

Donations

Donations made on the platform are considered final and will not be refunded. 

 

II. For Sellers

 

If a buyer initiates a refund or charge-back for a payment directed to your account through their credit card provider, Loby will conduct a thorough investigation and you will likewise be notified of the matter. Subsequently, we reserve the right to deduct an amount equivalent to the earnings attributed to the charged-back or refunded payment. 

 

In cases where a buyer submits a refund request resulting from the receipt of damaged/wrong goods or non-fulfillment of orders, Loby will require proof from you to verify the basis of the complaint. If there is reason to believe that the order is not properly fulfilled, Loby reserves the right to refund the buyer and deduct the refunded amount from your earnings. We encourage you to regularly update your buyers on the status of their orders to prevent such instances.

 

We encourage sellers to consistently deliver quality content and services to minimize the likelihood of disputes. Our commitment is to uphold equity and integrity for all stakeholders involved. For any inquiries, you may reach out to our customer service team at connect@loby.gg