Terms of Service for Customers

By visiting, registering or accepting an Offer on the Platform Customer acknowledges having read, understood, agreed to these Terms of Service for Customers (hereinafter referred to as the "Terms") and agrees to be legally bound by them.

1. Terms of Service for Customers

1.1 These Terms of Service for Customers apply to any Order made by the Customer on the Platform and regulate all processes related to it.

1.2 We reserve the right to make changes to the Terms at any time. You agree to be bound by any variation made by us variation of the Terms. If you do not agree with the new Terms, you must stop using the Platform immediately.

1.3 The Terms are only available in English. In case of any translation of the Terms the English version shall prevail.

1.4 Your use of our website. is governed by our General Terms and Conditions..

1.5 Skycoach operates solely as an independent online marketplace that facilitates the connection between the Customers and the Coaches. Skycoach is not a provider of the Services offered through the Platform, is not a party to any agreement or transaction between the Customers and the Coaches, and does not employ, engage, supervise, direct, or control any Coach. Skycoach assumes no responsibility or liability for the performance, quality, legality, safety, suitability, or outcome of any Services provided by the Coaches, or for any acts, omissions, delays, failures to perform, or other conduct of the Coaches. Any rights, obligations, claims, or disputes arising out of or in connection with the Services provided through the Platform shall exist solely between the relevant Customers and Coaches, and Skycoach shall have no liability in respect thereof, except as expressly required under applicable law.

2. Definitions

2.1 All capitalized terms used herein and not otherwise defined in these Terms will have the meaning set forth in General Terms and Conditions..

3. Making an Order

3.1 To make an Order you must complete the following actions:

• Choose one of the Offers on the Platform and click "Order now".
• Choose the relevant characteristics of the Order from the proposed ones and click «Buy now».
• If you agree with the offered conditions, proceed with the payment.
• Once the payment is made, you will receive the confirmation of the Order acceptance via e-mail.
• Fill out the personal account with the important for the provision of the Services data (in-game nickname, etc.).

3.2 The Order may be cancelled without explanation of the reasons. The most common situations are the following ones:

• the Customer is a scammer (you will receive the payment back and the profile will be blocked);
• making an Order without provision of the data necessary for performance of the Order and getting in touch with the Platform Administrator (the Order will be cancelled after a month from the date of ordering without a refund);
• the Customer insults the Platform Administrator and Coaches (the profile will be blocked).

4. Price and payments

4.1 The Price is considered to be final and cannot be amended and/or changed after you accept the Offer on the Platform by clicking the button "Buy now" and completing the payment process.

4.2 All prices are in USD or EUR and include VAT at the applicable rate.

4.3 You can make a Payment using electronic payments (Stripe, Skrill), credit/debit cards and through other means as may be available on the Platform from time to time.

4.4 The Order is considered to be made at the moment when the funds are debited from the User's card or other means of payment.

5. Quality of Services

5.1 The Order has to be completed in accordance with the Customers' requirements. The quality of a completed Order shall fully meet all reasonable demands of the Customer.

5.2 The exact deadline is agreed upon between the Customer and the support manager before or after the payment for the Order is made. Once accepted by the Coach it may be changed only with the written agreement of the Customer and the Coach in the chat on the Platform. If Services are provided over a period of time, any stated completion dates shall be considered as approximate ones. There is no minimum possible deadline for fulfillment of an Order.

5.3 The Customer may add further requirements. Such requirements, if any, must be clear and precise. If such instructions are unclear and you do not add any clarifications requested by the Coach at the reasonable time, such Assignment may be completed on initial conditions and regardless of your subsequent instructions.

6. Rights of the Customers

6.1 Making changes to the Order. If you would like to make any changes to the Order after submission, you need to agree on the new terms with the Coach and the Platform.

6.2 Replacement of the Coach. If you wish to replace the Coach for the provision of the Order, you need to contact the Platform.

6.3 Canceling of the Order. You may cancel the Order by contacting us via online chat on the Platform or email ([email protected] ). We will provide you with a refund in accordance with article 10 of the Terms.

6.4 Asking for Platform's assistance when solving disputes with the Coach. In case you have reasonable remarks and complaints regarding your communication with the Coach, you shall be entitled to ask for help from the Platform which will resolve the dispute. If the Coach and the Customer couldn't reach an arrangement, the Platform Administrator will suggest the Customer another Coach for performance of the Order (this notwithstanding Customer's right to cancel the Order).

7. Interaction on the Platform

7.1 As soon as you make an Order and the Coach selects your Order for performance, the chat with the Coach will become available for you.

7.2 In some cases, the Customers do not have an opportunity to contact the Coaches directly. If you have questions, you may contact the Platform using the methods mentioned under article 16 of the General Terms and Conditions.

8. Performance of the Order

8.1 As soon as the Coach completes the Order, you will receive notification on the Platform and a message at the email address specified during registration (if you install Skycoach.gg mobile app, you will also receive push-notification there).

9. Warranty Period

9.1 If the Customer is dissatisfied with the quality of the provided Services, the Customer may require the Coach to make reasonable corrections or request a discount to the price during the Warranty Period.

9.2 Any revisions requested by the Customer for an Order that is under the Warranty Period must fall within the initial instructions for the Order. If you wish to make changes which are not compliant with the initial requirements, such changes can be made by the Coach for an additional payment under the agreement with the Platform.

9.3 In case the completed Order does not meet the essential requirements of the Customer, the Customer may refuse to accept the Order.

9.4 The Warranty Period's duration depends on the type of the Service and the status of the Coach:

• 8 business days – standard Warranty Period;
• 2 business days – accelerated Warranty Period for trusted Coaches;
• Some of the trusted Coaches do not provide the Warranty for the Customers.

9.5 If you wish to realize one of the options mentioned under clauses 9.1 and 9.3 of the Terms, you need to contact the Platform. We will conduct an investigation on compliance of the completed Order with the initial requirements of the Customer.

9.6 The Order is considered to be completed and the Coaches' obligations are considered to be fulfilled at the moment of Warranty Period's expiration. The chat with the Coach will be closed. In the case that the Warranty is not provided the Order should be considered to be completed at the moment of giving the status «done» to the Order.

9.7 If the Customer is dissatisfied with the quality of the completed Order, the Customer may contact the Platform (in the case that Warranty is provided to the Customer, the Customer may contact the Platform only after the expiration of the Warranty Period).

10. Refunds

10.1 In case of any refund from the Platform payment service providers charge the relevant commission, which depends on the withdrawal method. The Customer is solely responsible for the payment of such commissions.

10.2 In case of any refund the license fee in the amount of 30 % will be withheld from such refund. This amount is based on the distinction between the Price and the license fee. The Platform fulfilled its obligations to provide the Customer with the access to the Platform, so the Platform has a right to withhold the license fee.

10.3 A decision regarding your refund request will be provided within 5-7 working days from the date the request is submitted.

10.4 The processing time for a refund is determined by the payment method used. The status of your refund should be checked directly with your payment method provider.

10.5 The refund will be carried out and credited to the same means of payment as was used to make the initial payment

10.6 Refunds will not be issued in case the Order is fully rendered and delivered to the Customer properly.

10.7 You will receive a partial refund if your Order is incomplete. The refund will be proportional to the percentage of non-fulfilment of the Order. The percentage of non-fulfilment of the Order is evaluated by the Platform.

11. Disclaimers

11.1 To the fullest extent permitted by applicable law, Skycoach shall not be liable in any manner for the destruction, deletion, loss, modification, corruption, impairment, unavailability, hacking, unauthorized access to, or any other damage to or loss of any virtual content. This limitation of liability applies regardless of the cause of such loss or damage, including, without limitation, technical failures, security incidents, actions of third parties, the suspension, termination, or expiration of the User's account, or any modification, suspension, discontinuation, or other reasonable changes to the Skycoach Platform.

11.2 Skycoach is not responsible for and shall have no liability arising out of or relating to the use, access, disclosure, reproduction, distribution, or other handling of any third-party content, intellectual property, or proprietary materials in connection with any Order placed through the Platform. The Customer acknowledges that any such use or disclosure is undertaken at the Customer's own risk and responsibility.

11.3 Skycoach acts solely as an intermediary platform and shall not be liable for:

• any failure by a Coach to perform, complete, or deliver an Order in accordance with the Customer’s instructions or expectations;
• any delay, failure, or refusal by a Coach to perform or complete an Order as well as for the quality of Services or Order’s completion. Any liability arising out of or relating to the Coach's delay, failure, or other non-performance lies solely with the Coach, and Skycoach shall have no responsibility or liability in connection therewith;
• any changes to, restrictions on, suspension, termination, or penalties imposed on any account by any third party in connection with the User’s use of the Platform or any Orders placed through the Platform.

11.4 Skycoach does not monitor, control, or ensure Users’ compliance with the Game Rules, terms of service, policies, or other requirements imposed by game publishers, platform operators, or any other third parties (together, the “Third-Party Rules”).  Users are solely responsible for ensuring that their use of the Platform and any Orders placed or fulfilled through it comply with the Third-Party Rules. Skycoach shall have no liability arising out of or in connection with any breach of Third-Party Rules by the Users.

11.5 Skycoach reserves the right, but not the obligation, to investigate, facilitate, or assist in the resolution of any dispute between the Customers and the Coaches. Any such involvement by Skycoach is undertaken solely at its discretion for the purpose of operating the Platform and shall not be construed as creating any responsibility or liability on the part of Skycoach for the underlying dispute, its outcome, or the performance of the Coaches.