Refunds, Cancellations & Chargebacks Policy
Version: 2.3Last Updated: 2026-09-16Application: applies prospectively when adopted and accepted in the relevant purchase flow. Existing purchases retain their accepted terms; previous version effective 2026-08-20.
This Refunds, Cancellations & Chargebacks Policy explains how refunds and reversals work for purchases on the Loqzone Platform. It complements (and does not replace) our Terms & Conditions and, for sponsorship purchases, the Sponsorship Agreement.Previous versions: 2026-08-20
1. ScopeThis policy applies to primary-sale digital products and Custom Sponsorship rights/services sold by the applicable Loqzone contracting entity through the Platform, including the products below where offered. The selling Loqzone entity is identified before purchase and consistently on the confirmation and invoice/receipt; a later invoice cannot select or change the seller. This policy does not govern user-to-user secondary market transactions; Loqzone is not the merchant of record, seller, or counterparty for such transactions.
  • digital items and packs
  • sponsorship placements / sponsor packs
  • other paid digital services and features
  • Custom Sponsorship Packages, including physical/off-platform rights and services, under Section 5.2. Their one Selling Loqzone Entity is identified before commitment and remains consistent on the Order and invoice.
2. Digital Services Start ImmediatelyDigital services are delivered electronically. Unless the Platform expressly states otherwise, performance begins immediately after payment confirmation. Custom Sponsorship performance instead follows the purchased Order's schedule.
3. Final Sale Rule (With Mandatory-Law Carve-Out)Except where required by applicable law or the applicable purchase terms, purchases of digital services are final and non-refundable. This general rule does not override the Custom Sponsorship remedies in Section 5.2.If mandatory consumer law in your country requires a refund or cancellation right in a specific situation, that mandatory rule applies.
4. Statutory Withdrawal RightsWhere mandatory consumer law provides a statutory withdrawal right, Loqzone will apply that right as required by applicable law.For services, beginning performance does not by itself eliminate a statutory withdrawal right. Where applicable law permits the withdrawal right to be lost following full performance of the service, Loqzone will obtain any express request, consent, acknowledgment, or other confirmation required by law.For digital content not supplied on a tangible medium, where applicable law permits the withdrawal right to be lost when performance begins, Loqzone will obtain any express consent, acknowledgment, and confirmation required by law.Nothing in this Policy limits any mandatory consumer right that cannot lawfully be waived.4.1 Exercising withdrawalFor EU consumer service contracts and digital content not supplied on a tangible medium, the usual withdrawal period is 14 days from conclusion of the contract, subject to applicable exceptions and any longer period required by law. Notify the selling Loqzone entity before the period expires, without needing to give a reason, through the online withdrawal function where required or by an unequivocal statement to legal@loqzone.com. Identify yourself and the relevant contract; a particular form is not compulsory.Where an online withdrawal function is required, it remains clearly accessible during the applicable period and provides a confirmation step and prompt acknowledgement on a durable medium, such as email. The applicable withdrawal information and model form are supplied before purchase and with the contract confirmation.For valid withdrawal, legally due reimbursement is made without undue delay and within the applicable statutory deadline, ordinarily 14 days after notice, using the original means of payment unless you expressly agree otherwise without additional fees. Any lawful proportionate service charge or other permitted deduction must meet the applicable legal conditions. These consumer rules do not create a discretionary cancellation right for business-only Custom Sponsorship Orders.4.2 Optional withdrawal formComplete and send this form only if you wish to withdraw from a contract for which a withdrawal right applies. Any other unequivocal withdrawal statement is also accepted.Send it to the seller identified in your order:I/We hereby give notice that I/we withdraw from my/our contract for the supply of the following goods or services:
  • Goods/services and order reference:
  • Ordered on / received on:
  • Consumer name(s):
  • Consumer address:
  • Signature(s), only if submitted on paper:
  • Date:
Delete wording that does not apply. The seller's details and applicable statutory form are also supplied with the relevant consumer contract information.
5. Sponsorship-Specific Handling5.1 Existing Sponsor PacksThe Sponsorship Agreement (Club/Athlete/Sponsor) Sections 5 and 8.2 govern club rejection, rejected Sponsor creative, Loqzone non-delivery and cancellation. Club rejection and Sponsor-content rejection are different events. Earlier purchases retain their accepted terms.5.2 Custom SponsorshipThe named Selling Loqzone Entity handles remedies for the complete package, including Rights Holder items. The Sponsorship Agreement (Club/Athlete/Sponsor) Sections 18.6 and 18.11–18.16 govern Sponsor-caused delay, changes, non-delivery, partial delivery, cancellation, postponement and liability.Where timely cure or an agreed substitute cannot supply the affected value, the Agreement provides a proportionate refund; credit requires Sponsor agreement. Material package failure can justify broader relief. Supplier recovery is not a precondition to Sponsor's remedy.5.3 Paying a refundLoqzone will initiate an agreed or legally due refund promptly through the original payment route where available and lawful, or a verified alternative where necessary, and issue required invoice corrections. Payment-provider and bank processing times may apply. Refunds, credits and chargebacks are reconciled to prevent duplicate recovery. Mandatory rights always apply.
6. Payment Disputes, Chargebacks, and ReversalsIf a payment is reversed, disputed, or charged back, Loqzone may (to the extent permitted by law):
  • suspend, modify, restrict, or revoke delivery of the digital service
  • disable access to associated items/features
  • reverse or withhold revenue allocations or payouts connected to the disputed transaction
  • suspend or terminate accounts for fraud or abuse
For Custom Orders, actions must be proportionate and do not erase the Order or automatically forfeit funds. A good-faith complaint/chargeback is not proof of fraud. Reconcile refunds, credits and chargebacks to prevent duplicate recovery. A supplier dispute hold is not a final finding of supplier liability; apply the supplier agreement's cause-based allocation.
7. How to Request HelpFor an incorrect charge, delivery failure, event change or other purchase issue, contact us promptly:Include: account email, purchase reference, date/time, and what happened.7.1 Croatian consumer complaintsWhere Croatian consumer-protection law applies, you may send a written complaint to legal@loqzone.com or by post to the contracting entity's address in Company & Legal Notices. Complaints may also be submitted at the trader's business premises as required by law. We acknowledge receipt without delay and respond in writing within 15 days, stating whether we accept the complaint's grounds. This procedure does not restrict withdrawal, court or other mandatory rights.7.2 Pisani prigovori potrošača u HrvatskojKada se primjenjuje hrvatski Zakon o zaštiti potrošača, pisani prigovor možete poslati na legal@loqzone.com, poštom na adresu ugovorne pravne osobe navedenu u podacima o društvu ili podnijeti u poslovnim prostorijama trgovca, sukladno zakonu. Primitak prigovora potvrđujemo bez odgađanja. Odgovor dostavljamo u pisanom obliku u roku od 15 dana od zaprimanja prigovora, uz jasno očitovanje prihvaćamo li njegovu osnovanost. Ovaj postupak ne ograničava zakonska prava potrošača.
8. UpdatesUpdates apply prospectively through the applicable adoption/acceptance process. The version accepted for each purchase continues to govern that purchase. A later page edit does not retrospectively change an Order without valid agreement or a mandatory legal requirement.