Effective Date: 05 November 2025

This Refund, Chargeback and Payment Dispute Policy(“Policy”) applies to the website and digital services operated by Itemsism OÜ, registration number 17363244, with registered office at Harju maakond, Tallinn, Lasnamäe linnaosa, Tuulemäe tn 5, 11411, Estonia, available at https://duelvex.com/ (the “Website”), including its educational software, interactive training functionality, paid account features, timed access functionality, and purchases of virtual Coins made available through the Website (together, the “Service”).
For all matters relating to this Policy, you may contact: [email protected].

1. Purpose and Scope

1.1. This Policy governs refund requests, billing complaints, duplicate-charge claims, unauthorized-payment allegations, chargebacks, and other payment disputes arising in connection with the Service.

1.2. This Policy applies to purchases made through the Service by adult users.

1.3. This Policy forms part of the legal framework governing use of the Service together with the Website Terms and Conditions, Privacy Policy, Cookie Policy, and any other applicable policies or legal notices published on the Website.

1.4. If you are a consumer, nothing in this Policy excludes, limits, or waives any non-excludable rights available
to you under applicable consumer-protection law.

2. Character of the Service and of Coins

2.1. The Service consists of electronically supplied digital content and/or digital services, including educational software, interactive learning functionality, timed access features, and related account-based digital functionality.

2.2. Users may be offered the ability to purchase Coins. Coins are limited digital-use units that may be used within the Service to activate, unlock, or obtain certain timed access, sessions, or digital functionality, as described on the Website or at the point of purchase.

2.3. Coins:
(a) are usable only within the Service and only in the manner made available by Itemsism OÜ;

(b) do not constitute money, electronic money, a deposit, a stored-value instrument, or a banked balance;

(c) do not create a monetary claim against Itemsism OÜ;
(d) are not redeemable for cash except where mandatory law expressly requires otherwise; and (e) may not be transferred, assigned, sold, or exchanged unless Itemsism OÜ expressly permits this in writing.

2.4. A purchase of Coins is a purchase of a limited digital access mechanism for use within the Service. It is not a purchase of cash-equivalent value.

3. Pricing, Checkout and Payment Processing

3.1. Before an order is placed, the applicable price, the purchased quantity of Coins or access, and the main commercial terms should be shown to the user within the Website or checkout flow.

3.2. Payments are processed through independent third-party payment service providers.

3.3. Itemsism OÜ does not itself provide regulated payment services and does not directly store or process full payment card details.

3.4. Payment transactions may be subject to the terms, authentication procedures, fraud-screening rules, technical requirements, chargeback frameworks, and dispute-handling procedures of the relevant third-party processor, acquiring bank, payment institution, card issuer, or card scheme.

3.5. Itemsism OÜ reserves the right to decline, block, reverse, or flag transactions where reasonably necessary for fraud prevention, security, compliance, or error correction, subject always to applicable law.

4. Immediate Supply and Beginning of Performance

4.1. Purchases made through the Service may be supplied immediately after payment confirmation.

4.2. Performance may begin as soon as one or more of the following occurs:
(a) Coins are credited to the user’s account;
(b) paid timed access is activated;
(c) a paid session begins;
(d) a paid feature becomes available for immediate use; or
(e) any other purchased digital functionality is made available to the account.

4.3. Where required by applicable law, the checkout process should require the user to:
(a) expressly request or consent to immediate performance before expiry of any statutory withdrawal period; and
(b) acknowledge the legal consequences for the statutory right of withdrawal, including where that right is lost once supply begins.

4.4. If the legal conditions for exclusion, loss, or reduction of a statutory withdrawal right have not been validly satisfied, statutory withdrawal rights remain unaffected to the extent required by law.

5. Core Refund Rule

5.1. Because the Service consists of digital content and digital services supplied electronically and often made available immediately after purchase, purchases are generally non-refundable once performance has begun, except where:
(a) mandatory law provides otherwise;
(b) the purchased Service was not supplied as agreed;
(c) the Service is not in conformity with the contract and the user is legally entitled to a
remedy; (d) a duplicate charge, manifest billing error, or unauthorized transaction is verified;
or
(e) Itemsism OÜ expressly agrees otherwise in writing.

5.2. Refunds are not granted automatically merely because a payment has been completed. A refund request must have a valid legal or contractual basis.

5.3. Where only part of a purchase is affected by a verified issue, Itemsism OÜ may provide an appropriate partial remedy rather than a full refund, to the extent permitted by law. Such remedy may include re-crediting of Coins, restoration of access, correction of account balance, appropriate price reduction, or partial refund.

5.4. Where a purchase has been partly supplied and partly unused, any remedy will be assessed by reference to the portion actually supplied, activated, consumed, or made available, to the extent permitted by applicable law.

6. Statutory Withdrawal

6.1. If you are a consumer in the European Union, you may in principle have a statutory right to withdraw from a distance contract within 14 days without giving a reason, subject to the exceptions, qualifications, and legal consequences provided by applicable law.

6.2. In the case of digital content not supplied on a tangible medium, and digital services, that withdrawal right may be excluded, lost, or reduced where performance has begun in accordance with law, including where the user has given the necessary express consent and acknowledgment at checkout.

6.3. For the purposes of this Service, performance is regarded as having begun when any event listed in section 4.2 occurs.

6.4. Where a user validly exercises a statutory withdrawal right that has not been lawfully lost or excluded, Itemsism OÜ will process the request in accordance with applicable law.

6.5. Where applicable law permits proportionate payment for digital services already supplied at the consumer’s request before withdrawal, Itemsism OÜ reserves the right to retain or deduct the amount lawfully attributable to the part of the Service already supplied.

7. Circumstances in Which Refunds Will Normally Not Be Granted

To the fullest extent permitted by law, refunds will normally not be granted in the following circumstances:

7.1. Activated or consumed access
Where purchased Coins have already been redeemed, spent, or applied; where paid time has started running; where a paid feature has been activated; or where purchased functionality has otherwise already been used or made available for immediate use.

7.2. Change of mind
Where the reason for the request is a change of mind, a later decision not to use the Service, dissatisfaction unrelated to legal non-conformity, or a subjective preference not to continue.

7.3. Unused purchase after valid supply
Where the purchased Coins or access were correctly supplied, but the user later chose not to use them, failed to log in, or did not consume them for personal reasons, subject always to any mandatory legal rights.

7.4. User-side technical circumstances
Where the issue arises from unsupported devices, unsupported browsers, connectivity problems, local software conflicts, security tools, user settings, device restrictions, outdated environments, or other technical factors outside Itemsism OÜ’s reasonable control.

7.5. Breach, abuse, fraud, or manipulation
Where the account has been restricted, suspended, or terminated due to fraud, abuse, attempted payment evasion, unlawful conduct, manipulative activity, or breach of the Terms and Conditions.

7.6. Promotional allocations
Bonus Coins, promotional credits, free allocations, complimentary time, trial functionality, or any no-charge digital benefit are not refundable and cannot be exchanged for money.

7.7. Error correction
Itemsism OÜ may correct manifest pricing, crediting, billing, or balance errors, including mistaken duplicate credits, accidental over-crediting, or clearly erroneous allocations, without creating a refund entitlement beyond what the law requires.

8. Non-Supply, Defect, and Lack of Conformity

8.1. If the Service is not supplied as agreed, is materially inaccessible due to a fault attributable to Itemsism OÜ, or otherwise fails to conform to the contract as required by law, the user may be entitled to a legal remedy.

8.2. Depending on the circumstances and applicable law, such remedy may include:
(a) restoration or activation of access;
(b) correction of the issue or bringing the Service into conformity;
(c) re-crediting of Coins wrongly deducted or not correctly delivered;
(d) proportionate price reduction; or
(e) termination of the affected contract and refund, where legally justified.

8.3. Itemsism OÜ reserves the right, before issuing any refund for alleged non-supply, defect, or non conformity, to investigate the claim and require information reasonably necessary to verify it, including:

(a) account identifiers;
(b) transaction references;
(c) timestamps;
(d) screenshots;
(e) device and browser information;
(f) session information; and
(g) a clear description of the alleged problem.

8.4. Itemsism OÜ may refuse a claim where available records reasonably show that:
(a) the purchased Coins, access, or functionality were successfully supplied;
(b) the issue did not result from a fault attributable to Itemsism OÜ;
(c) the claim is materially incomplete, misleading, abusive, or fraudulent; or
(d) the issue has already been adequately remedied by restoration, correction, or equivalent re-supply where such remedy is appropriate under law.

9. Duplicate Charges, Billing Errors, and Unauthorized Transactions

9.1. If you believe you have been charged more than once for the same order, charged the wrong amount, or subjected to an unauthorized transaction, you must contact [email protected] without undue delay.

9.2. To allow proper investigation, you should provide, where available:
(a) your full name;
(b) the email address linked to the account;
(c) the transaction date and amount;
(d) the payment or order reference;
(e) a description of the issue; and
(f) any supporting evidence reasonably available to you.

9.3. If Itemsism OÜ verifies a duplicate charge, manifest billing error, or unauthorized payment, it will provide an appropriate remedy, which may include reversal, refund, cancellation, re-crediting, or correction of the account balance, as appropriate.

9.4. Itemsism OÜ may reject such a claim where there is reasonable evidence that:
(a) the transaction was authorized by the account holder;
(b) the payment was made by a person using the account, device, credentials, authentication method, or payment instrument with the account holder’s authority or apparent authority;
(c) the available transaction data does not support the claim; or
(d) the claim forms part of abusive, fraudulent, or bad-faith conduct.

10. Chargebacks and External Payment Disputes

10.1. A chargeback is a payment reversal or dispute initiated through a bank, card issuer, payment institution, or payment service provider.

10.2. Before initiating a chargeback, users are strongly encouraged to contact Itemsism OÜ first at [email protected] so the matter can be reviewed directly. This does not limit any mandatory legal right to dispute a transaction through a payment provider.

10.3. If a chargeback or external payment dispute is initiated, Itemsism OÜ may provide relevant evidence to the payment provider, acquiring institution, card issuer, card scheme, or competent dispute body, to the extent permitted by law. Such evidence may include:
(a) transaction metadata;
(b) login records;
(c) account history;
(d) timestamps;
(e) supply and delivery records;
(f) usage or activation logs;
(g) account communications; and
(h) records of consent, checkout acceptance, or acknowledgement.

10.4. To the extent reasonably necessary to protect the Service and permitted by law, Itemsism OÜ may, while a chargeback or payment dispute is unresolved:
(a) suspend the account connected to the disputed transaction;
(b) freeze, remove, or reverse Coins, access, or benefits linked to the disputed payment;
(c) restrict further purchases;
(d) prevent use of disputed benefits; and
(e) contest the chargeback where Itemsism OÜ reasonably believes the dispute is unfounded.

10.5. Where a chargeback is resolved in favor of Itemsism OÜ, Itemsism OÜ may restore any corresponding account restriction, reverse provisional adjustments, and maintain or re-apply the relevant paid status or account treatment, as appropriate.

10.6. Repeated unjustified chargebacks, knowingly false payment disputes, abusive refund claims, or attempts to retain disputed digital benefits after reversing payment may constitute misuse of the Service and a material breach of the Terms and Conditions.

11. How to Submit a Refund Request or Billing Complaint

11.1. Refund requests and payment-related complaints must be submitted to [email protected].

11.2. To facilitate handling, the request should include, where possible:
(a) full name;
(b) account email address;
(c) order or payment details;
(d) the legal and factual basis of the request; and
(e) supporting documents or screenshots.

11.3. To the extent permitted by applicable law, any request relating to duplicate billing, unauthorized payment, or alleged non-supply should be submitted without undue delay and, where reasonably possible, no later than 14 days after the user became aware of the issue.

11.4. Itemsism OÜ may request additional information reasonably necessary to authenticate the requester, verify the account connection, assess the transaction history, and investigate the claim.

11.5. Failure to provide information reasonably necessary for verification may delay review or result in rejection where the claim cannot be fairly assessed on the information available.

11.6. Itemsism OÜ will aim to review and respond to written consumer complaints within 15 days, unless mandatory law requires otherwise or the matter reasonably requires additional verification.

12. Form and Timing of Approved Refunds

12.1. Where a refund is approved, it will generally be made using the same payment method used for the original transaction, unless another method is required by law or expressly agreed.

12.2. Refund processing times may vary depending on the relevant payment processor, card scheme, acquiring bank, issuer, or banking network.

12.3. Itemsism OÜ is not responsible for delays caused solely by third-party payment systems or financial institutions after a refund instruction has been properly submitted.

12.4. Where lawful and appropriate, Itemsism OÜ may elect instead to provide a non-monetary remedy, such as re-crediting Coins or restoring access, where that remedy fully addresses the verified issue and is consistent with applicable law.

13. Suspension, Closure, and Unused Coins

13.1. If an account is suspended or terminated for fraud, payment misuse, abuse, unlawful conduct, manipulation, or breach of the Terms and Conditions, access to Coins, paid time, and associated digital entitlements may be lost, subject always to mandatory legal rights.

13.2. Unless mandatory law requires otherwise, unused Coins are not redeemable for cash merely because:

(a) the user closes the account;
(b) the user stops using the Service;
(c) the user does not consume the Coins after valid supply; or
(d) the user is dissatisfied without a legally relevant defect or non-supply issue.

13.3. If the Service or a paid feature is permanently discontinued or cannot be supplied in a manner affecting paid entitlements, any remedies required by applicable law remain unaffected.

14. Consumer Rights Reservation

14.1. Nothing in this Policy excludes, limits, or waives any right that cannot lawfully be excluded or limited under applicable consumer law.

14.2. If you are a consumer resident in the European Union, you may have mandatory rights under the laws of your country of habitual residence, and those rights remain unaffected where legally applicable.

15. Governing Law and Dispute Resolution

15.1. This Policy shall be governed by the laws of the Republic of Estonia, except to the extent that mandatory consumer-protection rules of another applicable jurisdiction override that choice.

15.2. If a consumer complaint cannot be resolved directly, the consumer may have the right, after first contacting the trader, to refer the matter to the competent Estonian consumer dispute body or other legally available dispute-resolution mechanism.

15.3. Nothing in this Policy prevents a consumer from seeking redress through a payment provider, competent court, regulatory authority, or legally available alternative dispute-resolution route. Relevant EU consumer-dispute structures continue to exist, but the former EU Online Dispute Resolution platform is closed and should not be relied upon as a current complaint channel.

16. Amendments to this Policy

16.1. Itemsism OÜ may amend this Policy from time to time to reflect legal, regulatory, operational, technical, commercial, or service-related changes.

16.2. The current version will be published on the Website together with its effectiv date.

17. Contact Details

Itemsism OÜ
Harju maakond, Tallinn
Lasnamäe linnaosa, Tuulemäe tn 5
11411, Estonia
Website: https://duelvex.com/
Email: [email protected]
Registration number: 17363244