The company owning the website decides at its own sole discretion the refunds of customers purchases and only if specific extraordinary circumstances apply (e.g. technical malfunctions).
Refunds for purchases are made by either re-adding the credits to the customer account or via issuing a refund to the payment method used for the purchase (where possible).
For the outcome of any complaint or refund request, the company owning the website will take into account other clients' complaints and review logs and data held in the system.
Regarding refunds and complaints, please contact our Customer Support department.