LulabsGames Refund and Returns Policy

Last Updated: July 27, 2025
At LulabsGames (“we,” “us,” or “our”), we strive to provide high-quality remote technical support services for gamers, including computer repair, virus and malware removal, system optimization, and related services (collectively, the “Services”). Due to the nature of our Services, which are digital and delivered directly to your device, we have a strict Refund and Returns Policy to prevent abuse while ensuring fairness. Please read this policy carefully before purchasing our Services.

1. General Policy
Our Services are non-tangible, digital, and delivered remotely, and as such, they are generally non-refundable once the Service has been initiated or completed, except in specific circumstances outlined below. We encourage you to carefully review the scope of the Services and ask any questions before purchasing to ensure they meet your needs.

2. Eligibility for Refunds
We may offer a refund, at our sole discretion, under the following limited circumstances:
Service Not Provided: If we are unable to provide the agreed-upon Service due to technical limitations or other issues on our end, and no alternative solution can be offered.
Non-Delivery: If we fail to initiate the Service within the agreed-upon timeframe (e.g., due to scheduling conflicts or our unavailability) and cannot reschedule to your satisfaction.
Significant Service Failure: If we fail to resolve the issue for which the Service was purchased, and we determine that the failure was due to our error or inability to perform the Service as promised.

Conditions for Refund Eligibility:

• You must notify us of your refund request within 7 days of the Service being initiated or completed.
• You must provide detailed information about the issue, including any error messages, screenshots, or other evidence, to help us verify the claim.
• Refunds will not be issued if the Service was completed successfully, even if the outcome does not meet your expectations (e.g., if a virus is removed but your system still runs slowly due to unrelated hardware limitations).
• Refunds will not be issued if the issue was caused by your failure to follow our instructions, provide accurate information, or maintain a stable internet connection during the Service.

3. Non-Refundable Circumstances
To prevent abuse, refunds will not be provided in the following cases:

• Abuse or Fraud: Any attempt to abuse this policy, including providing false information, requesting multiple refunds for similar issues, or misrepresenting the Service outcome.
• Change of Mind: You change your mind after purchasing or initiating the Service.
• Partial Success: The Service resolves some but not all issues (e.g., virus removed but performance issues persist due to hardware limitations).
• User Error: The issue persists due to your failure to follow our recommendations, instructions, or post-Service care (e.g., reinstalling malware, modifying settings we optimized).
• Third-Party Issues: Problems caused by third-party software, hardware failures, or external factors (e.g., internet outages, power surges) beyond our control.
• Completed Services: The Service was fully performed as agreed, even if you are dissatisfied with the results due to unrealistic expectations or issues outside the scope of the Service.

4. Refund Process
To request a refund:
Contact us at [email protected] within 7 days of the Service being initiated or completed.
Provide your order number, a detailed description of the issue, and any supporting evidence (e.g., screenshots, logs).
We will review your request within 5 business days and notify you of our decision.
If approved, refunds will be processed to the original payment method within 10 business days. Refunds may be subject to transaction fees, which will be deducted from the refund amount.

5. No Returns
As our Services are digital and performed directly on your device, there is no physical product to return. Therefore, this policy does not permit returns of any kind.

6. Additional Costs
If third-party software or hardware is required to complete the Service, you are responsible for those costs, which are non-refundable unless explicitly agreed otherwise.
If a refund is issued for a Service that included third-party software, the refund will only cover our Service fees, not the cost of third-party products.

7. Dispute Resolution
If you are dissatisfied with our Services or refund decision, please contact us first to resolve the issue. We aim to address concerns promptly and fairly. If a resolution cannot be reached, disputes will be governed by the laws of Romania, as outlined in our Terms of Service.

8. Modifications to This Policy
We reserve the right to update this Refund and Returns Policy at any time.

Contact Information
For refund requests or questions about this policy, please contact us at:
Email: [email protected]