Delivery & Refund Policy
Ensuring transparency, security, and customer satisfaction is a top priority at Lootit. This Delivery & Refund Policy outlines the terms and procedures governing digital product fulfillment, delivery timelines, cancellation, and refund eligibility for purchases made on Lootit (https://lootit.gg), owned and operated by BrandLoop Infotech (OPC) Pvt. Ltd.(“Company”, “we”, “us”, or “our”).
1. Digital Delivery Policy
All products and services offered on Lootit are strictly intangible digital goods (including direct game top-ups, game currency, digital gift cards, and voucher codes). There is no physical shipment or delivery of tangible goods.
Delivery Types
- Direct Game Top-ups: Digital credits, passes, diamonds, or in-game currencies are credited directly to your player account using the Player ID, User ID (UID), character ID, or Zone ID you provide during checkout.
- Digital Gift Cards & Voucher Codes: Digital codes, redemption PINs, and step-by-step instructions are generated instantly and displayed on your order confirmation page and in your account order history. They may also be sent to your registered email address or mobile number.
Delivery Timelines
- Instant Delivery: Under standard operating conditions, orders are processed and delivered automatically within seconds to a few minutes after payment confirmation.
- Delays Due to Maintenance or Latency: In rare cases involving third-party publisher maintenance, network latency, or payment gateway verification delays, delivery may take between 15 minutes up to 24 hours. If an order remains pending after 24 hours, our support team will actively investigate and resolve the issue.
Customer Responsibility for Account Details
Customers are solely responsible for ensuring the accuracy of the Player ID, UID, server region, and denomination entered at the time of purchase. Once digital credits are successfully delivered to the ID provided by the customer, the transaction is irreversible and cannot be recalled, redirected, or refunded.
2. Refund Eligibility & Cancellation Policy
Due to the nature of digital goods, which are instantly delivered and consumed or redeemed upon purchase, all sales are generally final and non-refundable once delivered, except as expressly set forth below or as required under applicable Indian consumer laws.
Eligible Scenarios for a Refund
- Failed Orders: Payment was successfully deducted from your bank account or payment method, but the digital item was not delivered, and our automated systems or technical team are unable to fulfill the order within 48 hours.
- Duplicate Charges: You were charged more than once for a single order due to a payment gateway glitch or technical error.
- Out of Stock / Discontinued Products: If an item is permanently unavailable or out of stock after successful payment, an immediate refund will be issued.
Non-Refundable Scenarios
- Incorrect Player ID, UID, server, or denomination provided by the customer where the delivery was successfully completed to that ID.
- Change of mind, buyer's remorse, or accidental purchases once the digital code has been revealed or game credits delivered.
- Game publisher actions, including account suspensions, bans, or gameplay restrictions imposed on the user's game account for violations of the publisher's external terms of service.
- Expired gift cards or vouchers that were not redeemed within their specified validity period.
3. Wallet Recharges & Store Credit
- Add Funds / Wallet Top-up: If money was deducted from your bank account but not credited to your Lootit wallet balance, please report the issue to our customer support within 3 days with your transaction ID / UTR number.
- Upon verification with the payment gateway, the funds will either be credited to your Lootit wallet or reversed back to the source bank account within 5 to 7 business days.
- Non-Convertible: Lootit wallet balance and Store Credit have no cash value, do not earn interest, and cannot be redeemed for physical cash or transferred outside the Lootit platform, except where required by law.
4. Refund Processing & Payment Methods
- Original Payment Source: All approved refunds will be credited directly back to the original payment method (e.g., UPI, debit/credit card, net banking).
- Mixed Payments: If an order was paid using a combination of wallet balance and an online payment gateway (UPI/card), the refund will be split proportionally: the wallet portion returned to your Lootit wallet, and the gateway portion returned to your original payment method.
- Processing Timelines: Once approved, refunds are initiated by us within 24 to 48 hours. Depending on your bank or payment service provider, the refunded amount typically reflects in your bank account within 5 to 7 working days.
5. General Conditions
- Refund requests must be submitted within 7 days of the transaction date.
- Requests must be routed through our official support channels with proof of payment, order ID, and transaction details.
- Lootit reserves the right to deny refund claims if fraud, suspicious transaction activity, chargeback abuse, or policy misuse is detected.
6. Grievance Redressal & Customer Support
In compliance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, the details of our Grievance Redressal Officer are as follows:
- Name: Arnabjyoti Kakati
- Designation: Grievance Officer
- Email: [email protected]
- Company: BrandLoop Infotech (OPC) Pvt. Ltd.
- Address:Namghar Path, beside Domino's, Jatia, Guwahati, Kamrup Metro - 781006, Assam, India.
- Customer Support: [email protected] or reach out via our Support Page
Our customer support team is available to assist you. All grievances are acknowledged within 24 to 48 hours and resolved within the statutory timelines prescribed by applicable law (typically within 15 to 30 days).
