Effective Date: 05 November 2025

This Refund, Chargeback and Dispute Policy (the “Policy”) applies to the website and digital services operated by Itemsism OÜ, registration number 17363244, registered office at Harju maakond, Tallinn, Lasnamäe linnaosa, Tuulemäe tn 5, 11411, Estonia, available at joyskils.com (the “Website”), including related digital games, gameplay features, account functionality, paid access features, and virtual coin purchases made available through the Website (together, the “Service”).

For questions regarding this Policy, you may contact: [email protected]

1. Who this Policy applies to

1.1. This Policy applies to purchases made by adult users of the Service.

1.2. If you are acting as a consumer, you may have mandatory legal rights under the laws of your country of habitual residence that cannot be excluded or limited by this Policy.

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

2. Nature of the Service

2.1. The Service consists of software-based cognitive games, digital gameplay functionality, and related digital features made available electronically.

2.2. Users may be able to purchase virtual coins. Coins are a limited digital usage mechanism within the Service that may be used to activate or obtain gameplay time or other digital access features as described on the Website or at the point of purchase.

2.3. Coins:

• (a) are digital-use units within the Service only;
• (b) do not constitute legal tender, electronic money, a deposit, stored-value payment product, or a monetary claim against Itemsism OÜ;
• (c) have no cash redemption value unless mandatory law requires otherwise; and
• (d) are not transferable except where Itemsism OÜ expressly allows otherwise.

2.4. Purchases made through the Service relate to access to digital content and/or digital services supplied electronically.

3. Payments and third-party payment processors

3.1. Payments for the Service are processed through independent third-party payment service providers.

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

3.3. Payment transactions may be subject to the terms, conditions, technical requirements, fraud checks, authentication procedures and dispute-handling rules of the relevant third-party payment provider, card scheme, bank or payment institution involved in the transaction.

3.4. Nothing in this Policy limits any rights you may have directly against your payment provider under applicable payment-services law or card-scheme rules.

4. Pre-purchase information and immediate supply

4.1. Before you place an order, the applicable price, the amount of coins or digital access to be supplied, and the key commercial terms should be presented to you on the Website or in the checkout flow.

4.2. Where a purchase results in immediate access to digital content, immediate activation of digital gameplay access, or immediate crediting of coins to an account, performance of the contract may begin promptly after purchase.

4.3. To the extent required by applicable law, where immediate supply begins before the expiry of any statutory withdrawal period, the relevant checkout flow should require the user to:

• (a) expressly request or consent to immediate performance; and
• (b) acknowledge the legal consequences for any statutory withdrawal right, where applicable.

4.4. If, under applicable law, a statutory withdrawal exception depends on a particular consent or acknowledgment being validly obtained, that exception applies only to the extent the legal requirements have in fact been satisfied.

5. General refund position

5.1. Because the Service consists of electronically supplied digital content and/or digital services that may be made available immediately after purchase, purchases are generally non-refundable once performance has begun, except:

• (a) where mandatory law provides otherwise;
• (b) where the Service was not supplied as agreed;
• (c) where the Service is not in conformity with the contract and the user is entitled to a legal remedy;
• (d) in cases of verified duplicate billing or verified unauthorized payment; or
• (e) where Itemsism OÜ expressly agrees otherwise in writing.

5.2. Refunds are generally not available solely because:

• (a) you changed your mind after purchase;
• (b) you did not use the purchased coins or access after they were validly supplied;
• (c) you did not achieve a desired cognitive, educational, entertainment, or personal outcome;
• (d) you failed to review compatibility, service description, or usage requirements before purchase; or
• (e) you breached the Terms and Conditions or misused the Service.

6. Statutory right of withdrawal

6.1. If you are a consumer in the European Union, you may generally have a statutory right to withdraw from a distance contract within 14 days without giving any reason, subject to the exceptions and conditions laid down by applicable law.

6.2. However, for contracts relating to digital content not supplied on a tangible medium, and for digital service supply in the circumstances permitted by law, the statutory withdrawal right may be excluded, lost, or reduced once performance has begun or been completed, provided the legal conditions for doing so have been met. Those legal conditions include, where required, the consumer’s prior express consent and acknowledgment at checkout.

6.3. For the purposes of operating the Service, performance may begin when one or more of the following occurs:

• (a) coins are credited to your account;
• (b) purchased gameplay access or a paid digital feature is activated;
• (c) a paid gameplay session starts; or
• (d) digital content or a paid digital functionality is made available for immediate use.

6.4. If a valid statutory withdrawal right exists and has not been lost or excluded under applicable law, you may exercise it in accordance with applicable law by contacting us using the details in this Policy.

6.5. If applicable law requires proportionate payment for a digital service supplied during the withdrawal period at your request before withdrawal, Itemsism OÜ reserves the right to retain or deduct the proportionate amount lawfully attributable to the part of the Service already supplied before withdrawal, to the extent permitted by law.

7. When refunds are not available

To the fullest extent permitted by applicable law, refunds will generally not be granted in the following situations:

7.1. Consumed or used access
Where coins have already been redeemed, gameplay time has started, or a paid digital feature has already been used.

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

7.3. User-side technical environment
Where access or performance issues are caused by unsupported devices, unsupported browsers, user settings, internet connectivity problems, security tools, device restrictions, or other technical circumstances outside Itemsism OÜ’s reasonable control.

7.4. Breach, misuse, or fraud
Where the account has been restricted, suspended, or terminated due to suspected fraud, abuse, manipulation, unlawful conduct, payment abuse, or breach of the Terms and Conditions.

7.5. Promotional allocations
Free coins, bonus coins, promotional credits, gift allocations, trial access, or any other no-charge digital benefits are not refundable and cannot be exchanged for cash.

7.6. Manifest billing or crediting error correction
Itemsism OÜ may correct obvious pricing, billing, crediting, or account-balance errors, including mistaken duplicate credits or erroneous allocations.

8. Non-supply, defects 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 does not conform to the contract as required by applicable law, you may be entitled to a legal remedy.

8.2. Subject to the conditions of applicable law and the circumstances of the case, such remedies may include one or more of the following:

• (a) restoration or activation of access;
• (b) correction, repair, or bringing the Service into conformity;
• (c) re-crediting of wrongly deducted or missing coins;
• (d) an appropriate price reduction; or
• (e) termination of the affected contract and refund, where legally justified.

8.3. Before granting a refund based on alleged non-supply, technical defect, or lack of conformity, Itemsism OÜ may investigate the issue and request information reasonably necessary to verify the claim, including account identifiers, transaction references, timestamps, screenshots, device information, browser information, and a description of the issue.

8.4. Itemsism OÜ may decline a refund claim where available records reasonably show that:

• (a) the purchased coins or paid digital access 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 remedied through restoration, correction, or equivalent re-supply where such remedy is appropriate under law.

9. Duplicate charges and unauthorized payments

9.1. If you believe you have been charged more than once for the same purchase, charged incorrectly, or subjected to an unauthorized payment, you should contact us promptly at [email protected].

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

9.3. If Itemsism OÜ verifies that a duplicate charge or unauthorized charge occurred, it will provide an appropriate remedy, which may include reversal, refund, cancellation, or correction of the account balance, as appropriate.

9.4. Itemsism OÜ may refuse a claim where there is reasonable evidence that:

• (a) the payment was authorized by the account holder or by a person using the account, device, authentication method, or payment instrument with the account holder’s authority or apparent authority;
• (b) the transaction records do not support the claim; or
• (c) the claim forms part of abusive, fraudulent, or bad-faith conduct.

10. Chargebacks and payment disputes

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

10.2. Before initiating a chargeback, you are encouraged to contact Itemsism OÜ first at [email protected] so that the issue can be reviewed directly. This does not limit any mandatory legal rights you may have to raise a dispute with your payment provider.

10.3. If a chargeback or external payment dispute is initiated, Itemsism OÜ may submit relevant evidence to the payment provider, card scheme, bank, or dispute body, including transaction data, login records, account history, gameplay or usage logs, timestamps, delivery records, acceptance records, communications, and other relevant materials, where permitted by applicable law.

10.4. To the extent permitted by law and reasonably necessary to protect the Service or investigate the dispute, Itemsism OÜ may during a chargeback investigation:

• (a) suspend the account linked to the disputed transaction;
• (b) remove or freeze coins, credits, or access associated with the disputed transaction;
• (c) restrict further purchases;
• (d) prevent the use of disputed benefits while the dispute remains unresolved; or
• (e) contest the chargeback where Itemsism OÜ reasonably believes the claim is unfounded.

10.5. Repeated unjustified chargebacks, knowingly false payment disputes, or abusive refund claims may be treated as misuse of the Service or a material breach of the Terms and Conditions.

10.6. Nothing in this Policy excludes any legal right a consumer may have to seek redress through a payment provider, court, regulatory authority, or consumer-dispute body.

11. How to submit a refund request or complaint

11.1. Refund requests and complaints regarding billing, non-supply, duplicate payment, or access problems should be sent to [email protected].

11.2. To help us process your request, please include, where possible: (a) your full name; (b) your account email; (c) order or transaction details; (d) the reason for the request; and (e) any supporting materials.

11.3. In line with Estonian consumer practice, Itemsism OÜ will aim to review and respond to written consumer complaints within 15 days, or within such other period as mandatory law may require.

11.4. If the matter cannot be resolved directly and you are a consumer entitled to use Estonian consumer dispute mechanisms, you may have the right to turn to the Consumer Disputes Committee after first submitting the complaint to the trader.

12. Method of refund

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

12.2. Refund timing may depend on the relevant third-party payment processor, acquiring bank, card issuer, payment institution, or banking network, and may therefore vary.

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

13. Account closure, suspension and unused coins

13.1. If your account is suspended or terminated for fraud, abuse, payment misuse, or breach of the Terms and Conditions, you may lose access to coins, gameplay access, or digital entitlements associated with the account, subject always to any mandatory rights under applicable law.

13.2. If the Service or a paid digital feature cannot be supplied or is permanently discontinued in a way that affects paid entitlements, any consumer remedies required by applicable law remain unaffected.

13.3. Unless mandatory law requires otherwise, unused coins are not redeemable for cash merely because an account is voluntarily closed by the user.

14. Consumer-rights reservation

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

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

15. Governing law and disputes

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

15.2. Disputes may be resolved by the competent courts of Estonia unless mandatory consumer law provides the consumer with another protected forum.

16. Changes to This Policy

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

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

17. Contact Information 

If you have any questions regarding this Cookie Policy or the Company’s use of cookies and similar technologies, you may
contact:

Itemsism OÜ
Harju maakond, Tallinn Lasnamäe linnaosa, Tuulemäe tn 5, 11411, Estonia

Website: https://joyskils.r-one.dev/
Email: [email protected]
Registration number: 17363244

Further contact details may be available on the Website’s contact page.