REFUND & CANCELLATION POLICY

Last Updated: May 27, 2026

Entity: SterHK Limited

Business Registration Number: 80351629

Registered Office: RM 511, 5/F, MING SANG IND BLDG, 19-21 HING YIP STREET, KWUN TONG, HONG KONG

Contact Email: Support@winforge.gg

1.1. This Refund & Cancellation Policy ("Policy") regulates the process of refunds and order cancellations on the winforge.gg Platform. By placing an Order, the User ("Customer") agrees to be bound by these rules.
1.2. Digital Nature of Services: The Customer acknowledges that the Services (digital assistance, coaching, and consulting) are digital content/services. Once the Service has been fully performed, the right to a refund is generally waived, except as expressly provided herein.
1.3. Digital Delivery Policy: The Platform strictly offers digital consulting and coaching services. No physical goods, hardware, or software are shipped to the Customer. The Service is considered "delivered" when the scheduled coaching session concludes.

2.1. Customer's Request: If the Customer requests cancellation before an Independent Coach has started the work (status "In Progress" or the scheduled coaching session has commenced), the Customer is entitled to a refund.
2.2. Administrative Fee: In such cases, a 10% administrative fee will be deducted from the refund amount to cover non-recoverable payment gateway charges and platform operational costs.
2.3. Manager Inactivity (Full Refund): If an Independent Coach has not been assigned or fails to initiate contact/service within 24 hours of the Order placement, the Customer is entitled to a full 100% refund (no administrative fee applied).
2.4. EU Consumers Waiver Exception: For EU/EEA consumers who cancel an order prior to the assignment of an Independent Coach, a full refund without administrative fees will be provided, pursuant to the statutory 14-day right of withdrawal. However, as noted in the Terms of Service, once an Independent Coach is assigned and work commences with the Customer's prior express consent, the right of withdrawal is completely waived.

3.1. If the Independent Coach has already started working on the Order, but the Customer wishes to cancel midway, a Partial Refund applies.
3.2. Calculation Method: The refund amount is calculated strictly based on the uncompleted portion of the Order.
3.3. Fee Deduction: From the calculated refund amount for the uncompleted portion, the 10% administrative fee will be deducted.
3.4. Completion Definition: The specific progress (e.g., hours of coaching delivered, session milestones) is verified via screenshots, chat logs, or session reports provided by the Independent Coach.

The Customer is NOT eligible for a refund in the following situations:

Manual Confirmation: If the Customer explicitly confirms the delivery of the Order on the Platform.
Completed Services: The Service has been fully delivered and verified by evidence.
"Change of Mind" post-completion.
Customer's Violation: The Order was cancelled because the Customer violated the Terms of Service (e.g., used prohibited third-party software, engaged in off-platform circumvention).
Expired Dispute Window: The Customer failed to report an issue or open a dispute within 72 hours (3 days) of the Order being marked as "Completed".

5.1. Auto-Completion: If the Independent Coach marks the Order as "Completed" and the Customer does not respond or open a dispute within 72 hours, the Order is automatically finalized and escrowed funds are released. No refunds are possible after this period.
5.2. Dispute Process: If you disagree with the completion status, you must submit a complaint via our Ticket System within the 72-hour window. The Company's decision on the dispute is final.

6.1. Prohibition: Requesting a chargeback (dispute via the bank) without first contacting winforge.gg Support is considered a breach of contract.
6.2. Consequences: In the event of an unauthorized chargeback:

The User's account on the Platform will be permanently banned.
We will submit all evidence (logs, chat history, agreement to Terms) to the payment processor and the issuing bank to contest the chargeback.
We reserve the right to report the User's details to industry fraud-prevention databases.