Our guarantee

• Price agreed before you pay. For listed purchases, review the final price, included work and requirements at checkout. For custom work, we send your scope, price and timing for approval before payment. Nothing is due until you approve it. Session times are agreed with you before your pilot starts; paying does not reserve a start time. We never charge more for the scope you approved. If you want to add or change something, we send a new price and you approve it first.
• Your personal pilot. One vetted pilot works your order from start to finish. If your pilot can no longer continue, we tell you straight away. You choose between a replacement pilot and a refund of the part that wasn’t done.
• Agreed session times. Your pilot plays only in the sessions agreed with you. Between sessions, your account is yours.
• Screenshots or live stream. Screenshots after every session, or a live stream of your sessions on request.
• Pilots stay on task. No trading, selling items or spending premium currency. No chatting with your friends or legion. No cheats, bots or third-party programs.
• Hand-played guarantee. Every minute of your order is played by hand by your pilot, with no bots or scripts. If that’s ever not true, we refund your whole order, whether or not the game takes action on your account.
• Money-back guarantee. Cancel before your pilot starts and we refund everything. If we can’t complete your order, we refund the part that wasn’t done.
• Real replies. Email [email protected] or open a Discord ticket. We reply within the day.

When you get a refund

• Before your pilot starts: cancel for any reason and we refund everything you paid. Your pilot has started once they’re logged into your character and playing, or for a carry, once the carry begins.
• If we can’t complete your order: we refund the part that wasn’t done.
• If you cancel after work has started: we refund the unused part, worked out as shown below.
• If your pilot breaks the rules above: we refund the whole order.
• If the game takes action on your account: during your order or within 30 days after it ends, we refund the whole order, as set out below.
• If the result isn’t what we agreed: tell us within 7 days of your end-of-order summary. We finish the missing part, or refund it if you prefer.
• If we miss the agreed timing by a clear margin: you can stop the order and we refund the part that wasn’t done.

How we work out a partial refund

Refunds are based on what you actually paid, after any payment discount.

• Daily quest packs: each unused day is refunded at the price you paid divided by the days in your pack. A 7-day pack stopped with 3 days unused refunds 3/7 of what you paid.
• Personal pilot hours: we charge the time used, to the minute, at the hourly rate for that many hours, with your order’s discounts and any Express fee, and refund the rest of what you paid. The charge is never more than booking the next rate step would cost, or than you paid. Book 170 hours at $7.49 ($1,273.30), use 30 and stop: 30 hours cost $239.70 at $7.99 an hour, so we refund $1,033.60. Hours paid for before 10 October 2026 keep the earlier rule: each unused hour is refunded at the hourly rate booked.
• Conquest clears: each paid clear we don’t do is refunded at the price per clear you paid. An order holds up to 14 clears, of one dungeon or several. Every clear past the 12th is free, applied to the lowest-priced clears in your order; free clears have no refund value and aren’t swapped for money. If your character’s weekly rewards run out before every clear is done, the rest move to the next week.
• Packages and other orders: we agree the refund with you, based on how much of your order is left.

We show you how we worked out every refund. If you disagree, reply to us and we’ll go through it with you.

Unused hours and days

• Prepaid Personal pilot hours and daily quest pack days can be used for 180 days after payment. Before then, you can use them or ask for a refund of what’s left. After 180 days, unused hours and days expire.
• Personal pilot hours are counted from your pilot’s log-in to log-out in each session, to the minute. Each session update shows the hours used and the hours left.
• Daily quest pack days run from the agreed start date. To pause, tell us before that day’s session; paused days stay available until they expire.
• If your pilot misses a day, you choose: we add it to the end of your pack, or refund it.

Express and Super Express

• Express (+20% of the order price): Your pilot starts playing within 1–2 hours of handover. If they haven’t started within 2 hours, we refund the 20%.
• Super Express (+40% of the order price): One of our top-tier pilots starts playing within 15 minutes to 1 hour of handover and works only on your order until it’s done. If they haven’t started within the hour, we refund the 40%.

You can add Express or Super Express to any order. The start time counts from handover: once you’ve paid and given us everything we need to start, such as your login in your private ticket, or for a carry, once you’re online and ready there. Your order has started when your pilot is logged into your character and playing, or for a carry, when the carry begins; assigning a pilot, messages and login queues don’t count. After handover, the start time pauses only while we wait for something more we’ve asked you for, such as a login code. If game queues or an outage stop us starting in time, we still refund the fee. You keep your order either way, or can cancel before your pilot starts for a full refund. On orders worked over several sessions, the start time covers the first session. If your game access hasn’t opened yet at handover (launch is 5 October), the start time counts from the moment it opens. Neither shortens game timers or resets.

How refunds are paid

• We send refunds within 3 days of agreeing the amount with you.
• Refunds go back to the method and account you paid from: card payments to the original card, PayPal to your PayPal account, Zelle to the sending bank account, USDT to the sending wallet on the same network.
• USDT refunds are paid in USDT, for the USDT share of what you paid. We pay the network fee.

If the game takes action on your account

Letting another person play your account may be against the game’s terms of service. We take the precautions above, but we can’t guarantee your account won’t be suspended, restricted or banned. If it is, our guarantee covers your order.

• If the game takes any action on your account, such as a suspension, restriction or ban, during your order or within 30 days after it ends, we stop any remaining work and refund the whole order. If it falls within the 30 days of more than one order, we refund each of them. Send us the game’s notice, or a screenshot of it, with your order reference within 7 days of the notice.
• The one exception is an action the game’s notice says was for something unrelated to your order, such as your own trading or chat.
• If the action is linked to your pilot breaking our rules (trading, selling items, spending premium currency, or using cheats, bots or third-party programs), we refund the whole order even after those 30 days. Tell us within 180 days of payment.
• We work with you on your appeal, and give you your session screenshots and notes to support it.

Payment disputes and chargebacks

• Please contact us first. Most problems can be fixed or refunded faster than a dispute can be decided.
• PayPal decides whether a purchase is eligible for its buyer protection under its own rules. Nothing on this page limits your rights with your payment provider or bank.
• Zelle and USDT payments can’t be reversed by your bank or the network. For those, refunds come from us under this page.
• While a dispute or chargeback is open, we pause your order. We answer it with your session screenshots, notes and our messages with you.
• If a chargeback is opened without a valid reason, we may decline future orders from you. We don’t charge dispute fees.

How to ask for a refund

Email [email protected] with your order reference, use Request cancellation on your private order page, or ask in your Discord ticket. We reply within the day.

See also our Terms of service.