Refund Policy

1 · What this policy covers

This Refund Policy applies to purchases of in-game Credits made through the in-game Shop on Last Control. It is part of, and should be read together with, our Terms of Use and Pricing page.

2 · How the 14-day claim window works

Every Credit bundle you purchase enters an awaiting acceptance state for up to 14 days. Your payment is captured by the payment provider, but the Credits are not credited to your in-game account yet. During this window the in-game shop shows the purchase with two buttons:

• Claim credits. The Credits are credited to your account immediately. The purchase becomes non-refundable from that moment.
• Request refund. We initiate a refund through the same payment provider you used. Your payment method is credited back the full purchase amount.

If you take no action within 14 days, the Credits are claimed automatically and the refund window closes. We'll email you a few days before that happens.

Why this model: under EU Directive 2011/83/EU on Consumer Rights, digital content carries a 14-day right of withdrawal unless the consumer expressly consents to immediate performance and acknowledges that they waive that right. The Claim credits button is that express consent. Until you click it, the cooling-off period applies and you can refund freely. After you click it, the digital service is "performed" and the withdrawal right is waived.

3 · What is refundable

We will issue a refund — in full, to the original payment method — in these cases:

• 14-day claim window. Any unclaimed Credit bundle, on demand, while it is in the awaiting acceptance state. No reason required.
• Non-delivery. Payment was successfully charged but the purchase never appeared in your in-game shop, and we are unable to deliver it after a reasonable attempt to fix it.
• Duplicate charge. The same purchase was charged twice through a confirmed processor or system error.
• Unauthorised transaction. The purchase was made on your account by a third party without your authorisation, you report it to us promptly, and we are able to verify the unauthorised use.

No restocking fee, no processing fee, no deduction. The full price you paid is returned.

4 · Mandatory consumer rights

Nothing in this policy limits or excludes any consumer rights you have under the laws that apply to you and that cannot be lawfully waived, including the Israeli Consumer Protection Law, 5741-1981, and any mandatory consumer-protection rules in your country of residence.

Where the law that applies to you grants you a right of refund or cancellation that we are not allowed to exclude, that right applies and this policy is read subject to it. The exceptions in section 3 are in addition to those mandatory rights, not instead of them.

5 · What is not refundable

• Credits you have claimed. Once you click Claim credits in the shop, the digital service is considered delivered and the right of withdrawal is waived (see section 2).
• Items, cosmetics, account services (such as renames), or event passes that have been redeemed using claimed Credits.
• Purchases made on accounts that have been suspended or terminated for breach of our Terms of Use.
• Purchases that show signs of fraud, chargeback abuse, or unauthorised use of payment methods other than as set out in section 3.

The above does not limit any mandatory statutory rights you may have under section 4.

6 · How to request a refund

From the in-game shop (fastest): sign in to Last Control, open the Shop, find the awaiting purchase, and click Request refund. You may optionally tell us why; it helps us improve the product but is not required. The refund is initiated immediately and your payment provider returns the funds, typically within 3–10 business days depending on your card issuer.

By email (fallback): if you cannot access the in-game shop, or you are claiming under section 3 (non-delivery / duplicate / unauthorised) or section 4 (mandatory consumer right), email info@last-control.com from the email address registered on your Last Control account and include:

• The order reference or transaction id from your payment confirmation.
• The bundle name and amount.
• A short description of the issue and which of the cases above you believe applies.

We aim to respond within one business day.

7 · Payment processor

Credit purchases are processed through our payment provider, which acts as the merchant of record for the transaction. Refund operations, where approved by us, are executed through that provider and returned to the original payment method on file.

8 · Chargebacks

If you have a problem with a purchase, please contact us first — most issues are resolved faster by email than by a chargeback. Filing a chargeback without contacting us, or after a refund has already been issued, may result in temporary or permanent account suspension while we investigate.

9 · Changes to this policy

We may update this policy when our practices change or when the law requires us to. We'll post the updated effective date at the top of this page. The version that applies to a given purchase is the one published at the time of that purchase.

10 · Contact

Refund requests, questions about this policy, or anything else: info@last-control.com.

The Service is operated by SOSW, based in Beit Dagan, Israel.