Refunds

Refund Policy

Courtesy translation. This English version is provided for convenience. The German version of this policy (Rückerstattungsrichtlinie) is the legally binding version.

This policy explains when refunds are possible at elPortalO and which rules apply to digital goods such as coins, app purchases and payment problems.

Principle

Coins, digital content and virtual goods are digital services. As a consumer you are generally entitled to a fourteen-day right of withdrawal. This right expires early if, during the order process, you expressly agreed that we may begin performance immediately and confirmed that you thereby lose your right of withdrawal (Section 356(5) of the German Civil Code, BGB). Only in this case is a refund of coins already delivered excluded.

🪙 Delivered coins

After an effective waiver of the right of withdrawal, coins that have already been credited are excluded from refunds. Without this waiver, the fourteen-day withdrawal period applies.

⚙️ Technical errors

In the case of technical problems, double payments or non-delivery, we review the case individually.

📱 App store purchases

Purchases through Google Play or the Apple App Store are subject to the respective platform's policies.

Your right of withdrawal

If you buy coins as a consumer through our coin shop, you have a statutory right of withdrawal of fourteen days from the conclusion of the contract. The full withdrawal notice and the model withdrawal form are in our General Terms and Conditions, section 7 (German).

So that you can use your coins immediately, we ask for two confirmations during the order process: that we may begin performance immediately, and that you are aware your right of withdrawal expires as a result. If you do not give these confirmations, the coins are only credited after the withdrawal period has expired.

For a withdrawal, an informal message to info@elportalo.com with your order number is sufficient.

Coin shop & WooCommerce purchases

When coins are bought through the official elPortalO coin shop, they are credited automatically to the elPortalO ID given after successful payment.

  • Before the coins are credited, an order can be reviewed or cancelled in individual cases.
  • After a successful API top-up, a refund is generally excluded.
  • In the case of a double payment or technical misposting, a manual review can take place.
  • Please contact support with the order number and payment details.

Google Play & Apple App Store

If you buy coins or digital content directly through Google Play or the Apple App Store, any refund runs through the respective platform.

  • Google Play purchases are subject to the Google Play refund rules.
  • Apple App Store purchases are subject to Apple's refund rules.
  • elPortalO cannot always directly influence platform decisions.
  • Support requests can nevertheless be submitted through elPortalO.

Fraud, chargebacks and unauthorised coins

In the case of fraud, chargebacks, abusive use or illegally obtained coins, elPortalO reserves the right to withdraw the corresponding coins, diamonds or benefits again.

  • Coins or diamonds can also be corrected or deducted retroactively in the case of fraud.
  • Accounts can be temporarily restricted or permanently banned.
  • External coin purchases outside official channels are not protected.
  • In the case of chargeback fraud or scams, further measures may follow.

Important: Coins may only be acquired through the app, the official elPortalO coin shop or coin dealers officially listed in the app. Purchases from external or unauthorised providers are at your own risk and can lead to exclusion.

How to submit a request

Please use the support form and send details that are as precise as possible: username, elPortalO ID, order number, payment date and a short description of the problem. Open support

Review in individual cases

Every request is reviewed individually. A refund is not guaranteed and depends on the individual case, the payment route and the delivery status of the coins.