Dispute Resolution Policy

Effective Date: 30 September 2025
Company: Fiximi Consulting Limited (Company No. 16720217)
Registered Office: 5 Brayford Square, London, E1 0SG, England
Website: https://loadnbuy.com
Contact: info@loadnbuy.com

1. Purpose and Scope

This Dispute Resolution Policy sets out how disputes, complaints, and claims are handled in relation to the use of loadnbuy.com (“Website”) and the purchase of digital items (CS2 skins) delivered via Steam Trade Offer. This Policy forms part of our Terms and Conditions and applies to all users and customers.

2. Definitions

We / Company – Fiximi Consulting Limited, operator of loadnbuy.com.
You / Customer – any individual using the Website and making purchases.
Order – a purchase of a digital item (skin) placed on the Website.
Steam Trade URL – the delivery link provided by the Customer at checkout.
Dispute / Claim – any complaint, request for refund, or disagreement relating to an Order or Website use.

3. Principles

Our approach to disputes is based on:

Accessibility – clear and simple complaint procedures.
Efficiency – fast response and resolution timelines.
Evidence-based – decisions rely on verifiable data (logs, order records, Steam statuses).
Fairness – remedies proportionate to the issue.
Legal compliance – adherence to the laws of England and Wales and consumer protection standards.

4. Submitting a Dispute

Disputes must first be submitted directly to us.

Contact: info@loadnbuy.com

Please include:

Subject line: “Dispute – Order #XXXX”
Order details: Order ID, purchase date, and amount.
Steam details: SteamID64 or profile link, Trade URL, and trade offer ID (if available).
Issue description: what went wrong, what outcome you seek (refund/replacement).
Evidence: screenshots of your Steam inventory/trade, payment proof, or other supporting documents.

5. Response Times

Acknowledgement: within 2 business days.
Initial decision: within 10 business days after receiving complete information.
Complex cases: if more time is required (e.g., awaiting response from payment provider or Steam), we will provide an estimated timeline.

6. Verification Process

We may verify disputes using:

Website logs (WooCommerce orders, payment status).
Steam Web API: trade status, delivery confirmation, account restrictions.
Correctness of your provided Steam Trade URL.
Customer support communications and submitted evidence.
Confirmation with payment processors (if necessary).

7. Possible Outcomes

After review, we may:

Approve a refund – funds returned via the original payment method.
Offer a replacement – correct item delivered (if available).
Reject the claim – with clear reasons (e.g., successful delivery confirmed, wrong Trade URL provided, account restrictions, buyer’s remorse, or market price changes).

8. Priority of Internal Resolution

You agree to attempt resolution with us directly before initiating chargebacks or external claims. This ensures faster resolution and avoids unnecessary escalation.

9. Refund Processing

Refunds are made to the original payment method.
Timeframes depend on the payment provider (typically 5–10 business days).
Refunds cover the purchase price only; no additional compensation will be provided.
If a replacement is accepted instead, the refund claim for that Order is closed.

10. Chargebacks

While you have the right to request a chargeback from your card issuer:

You must first contact us and allow us to resolve the dispute.
Unfounded chargebacks (e.g., after confirmed successful delivery) may result in suspension of access to our Services.
We reserve the right to submit evidence (logs, Steam trade confirmations) to payment providers in response to chargebacks.

11. Alternative Dispute Resolution (ADR)

Where legally required (e.g., UK/EU), you may have the right to refer disputes to an Alternative Dispute Resolution (ADR) entity. Information will be provided upon request. ADR is usually voluntary.

12. Governing Law and Jurisdiction

This Policy and any disputes arising from it are governed by the laws of England and Wales.
The courts of London, United Kingdom shall have exclusive jurisdiction.
Both parties agree to attempt informal or ADR resolution before litigation.

13. Limitation of Claims

To the extent permitted by law, any claim against the Company must be filed within 12 months from the date of the event giving rise to the claim.

14. Steam-Related Disputes

Given the nature of delivery through Steam Trade:

A dispute for “non-delivery” cannot be upheld if the trade offer was accepted and the item appeared in your Steam inventory.
A dispute for “wrong item” may be valid only if SKU/name/appearance differs from your order.
Steam bans, trade locks, or account restrictions are not grounds for refunds if delivery was successful.

15. Abuse of Dispute Procedures

We may reject disputes that are:

Unsubstantiated or lacking evidence.
Fraudulent or misleading.
Duplicate or already resolved.
Filed in bad faith (e.g., after using the delivered item).

16. Data Protection

Any personal information submitted during dispute resolution is processed in accordance with our Privacy Policy (including Cookies Policy). Records may be retained as legally required.

17. Language and Accessibility

Disputes may be submitted in English (preferred) or Russian.
Translation may extend resolution times.
Accessible formats can be provided upon reasonable request.

18. Updates to this Policy

We may update this Dispute Resolution Policy periodically. Updates are effective upon posting with a new effective date. Continued use of the Website constitutes acceptance of changes.19) Contact Information

Fiximi Consulting Limited
Company No. 16720217
5 Brayford Square, London, E1 0SG, England
Email: info@loadnbuy.com