Terms of Service for Customers
Updated: January 31, 2025
By visiting, registering, or accepting an Offer on the Platform, the Customer declares that they have read, understood, and agreed to these Terms of Service (hereinafter referred to as the "Terms"), and agrees to be legally bound by the entire contents of this agreement.
1. General Terms for Customers
1.1
These Terms apply to every Order made by a Customer through the Platform and govern the entire process related to it, from ordering to completion of the service.
1.2
We reserve the right to make changes to these Terms at any time. You agree that any changes we make are binding. If you do not agree with the latest version, you must immediately stop using the Platform.
1.3
These Terms are only available in English. If there is a translation, the English version will be legally applicable.
1.4
Use of the Platform is also subject to a separate document, namely the General Terms & Conditions, which apply to all users.
2. Definitions
2.1
Capitalized terms not specifically defined in these Terms have the meanings as explained in the Platform's General Terms & Conditions.
3. How to Place an Order
3.1
To place an Order, the Customer must:
• Select one of the Offers available on the Platform and click the "Order Now" button;
• Select the relevant service characteristics and click "Buy Now";
• Agree to the terms and conditions and proceed with the payment process;
• After successful payment, receive confirmation via email;
• Fill in the personal account data (in-game nickname, etc.) required for the service.
3.2
Orders can be canceled without notification of reasons in the following situations:
• The customer is suspected of committing fraud (account will be blocked, funds will be refunded);
• Does not provide the required data and does not respond within 30 days (Order canceled without refund);
• Insults staff or Pros (account will be blocked).
4. Prices and Payment
4.1
Prices are final and cannot be changed once you press the "Buy Now" button and complete the payment.
4.2
All prices are displayed in USD or EUR and include VAT (VAT) if applicable.
4.3
Payments can be made through various methods such as Stripe, Skrill, credit/debit cards, and other available methods.
4.4
An order is considered valid and placed once the funds are successfully withdrawn from the payment method you use.
5. Quality of Service
5.1
The Services must be completed in accordance with the Customer's request and the quality requirements in Article 5 of the Regulations. The Services must meet the Customer's reasonable expectations.
5.2
Deadlines are determined by agreement with the Platform manager before/or after payment. Once accepted by the Pro, changes can only be made with written approval in the Platform chat.
5.3
The Customer can add additional instructions that must be clear and precise. If the instructions are unclear and you do not respond to the Pro's request for clarification, the service can be completed based on the initial instructions.
6. Customer Rights
6.1 Changing Orders
Changes after payment can only be made if agreed by the Pro and the Platform.
6.2 Replacing a Pro
You can request a replacement Pro through the Platform team.
6.3 Canceling an Order
Can be done via live chat or email, according to the refund policy in Article 10.
6.4 Dispute Resolution
If a conflict arises with the Pro, you can ask the Platform for assistance. If no agreement is reached, you can be helped to be transferred to another Pro or cancel the Order.
7. Interactions on the Platform
7.1
After the Pro accepts the Order, the chat feature with the Pro will open automatically.
7.2
In certain cases, the Customer cannot contact the Pro directly and must use the official contact channels as stated in Article 16 of the General Terms & Conditions.
8. Service Completion
8.1
Once the service is completed, you will receive a notification via the Platform and email. If you are using the mobile app, you will also receive a push notification.
9. Warranty Period
9.1
If you are not satisfied, you have the right to request a revision or discount during the warranty period.
9.2
Revisions are only valid if they are in accordance with the initial instructions. Revisions beyond that require additional fees and approval from the Platform.
9.3
If the service results do not meet the essential requirements, you have the right to reject the results.
9.4
Warranty duration based on service type and Pro status:
• 8 business days – standard;
• 2 business days – for trusted Pros;
• Not available – some trusted Pros do not provide a warranty.
9.5
Requests must be submitted through the Platform team to review whether the service meets the initial request.
9.6
If the warranty period expires without a complaint being filed, the service is considered completed and the chat will be closed.
9.7
If there is no warranty, the service is considered completed once the "done" status is given.
10. Refunds
10.1
Any refund requested by the buyer, equal to the total value of the order approved for refund, will be automatically added to the customer's Alicaca Gems balance on the platform. This balance can be used for subsequent transactions on the Alicaca Store website.
10.2
If the Platform team has approved the refund, the refund will be subject to a transaction fee according to the payment method and borne by the Customer.
10.3
A license fee of 30% will be deducted from the refund amount. This is because the Platform has provided access to the service.
10.4
Decisions on refund requests will be made within 5–7 business days.
10.5
Refund times depend on the payment method. Refund status can be checked through the respective payment service provider.
10.6
Refunds will be returned to the same payment method used when ordering.
10.7
There are no refunds if the service has been completed and submitted correctly.
10.8
If the service is only partially completed, you will receive a partial refund according to the percentage of incompleteness determined by the Platform.
What is Alicaca Gems?
Alicaca Gems is a virtual balance used as an official payment method on the Alicaca Store platform with a fixed valuation of 1 Gem = $1.00 USD (1 Dollar). Any user with an Alicaca Gems balance can use it to purchase products or services available on the website, such as gold purchases, power leveling, or other services in various MMORPG games.
Alicaca Gems simplifies the transaction process because:
• Payments are faster without the need for manual transfers every time you make a purchase.
• The balance can be used flexibly at any time as long as it is still available.
• Funds from refunds or cashback from promotions will also be automatically added to your Alicaca Gems balance.
Note:
Alicaca Gems are only valid and can be used within the Alicaca Store ecosystem and cannot be cashed or transferred outside the platform.