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01
LVL2 Platform Fees
LVL2 is currently offered at no charge. During this free period, LVL2 does not collect subscription fees, platform fees, or any other charges through the Service. There are no LVL2 platform fees to refund at this time.
If LVL2 begins charging a platform fee, the following policy applies to it:
- Booking that never took place due to a platform error: LVL2's platform fee will be refunded in full within 5–7 business days.
- Booking completed or service rendered: LVL2's platform fee is non-refundable. The artist deposit portion is governed by the artist's own policy (see Section 2).
- Booking cancelled before service: LVL2's platform fee is refunded in full. The artist deposit portion is subject to the artist's cancellation policy.
- All applicable fee amounts and processor fees will be disclosed before payment is collected.
02
Artist Deposits
Deposit amounts, refund eligibility, and cancellation windows for artist services are set exclusively by the individual artist or studio. LVL2 is a technology platform and is not a party to the transaction between you and the artist.
Before booking, review the artist's deposit and cancellation policy displayed on their booking page. By submitting a booking request with a deposit, you acknowledge and agree to that artist's stated terms.
If the artist cancels your confirmed appointment, any deposit collected through LVL2 payment processing will be refunded to your original payment method within 5–7 business days, subject to payment processor timelines.
03
How to Request a Refund
To request a refund of a LVL2 platform fee:
- Email support@lvl2.ink within 7 days of the transaction or the cancellation event.
- Include your booking reference number (found in your confirmation SMS or email), the date of the appointment, and a brief description of the issue.
- We will acknowledge your request within 2 business days and resolve eligible refunds within 5–7 business days.
For refunds of artist deposits, contact the artist directly. If you cannot reach the artist and believe you are owed a refund, contact support@lvl2.ink and we will do our best to assist.
04
Dispute Process
If you have a dispute about a charge processed through LVL2, please contact us before initiating a dispute with your bank or card issuer. Most issues can be resolved faster directly with us.
- Step 1 — Contact us: Email support@lvl2.ink with your booking reference and a description of the issue.
- Step 2 — Review: We will review your case within 2 business days and contact you with our findings.
- Step 3 — Resolution: If a refund is owed, it will be issued within 5–7 business days of our decision.
- Step 4 — Escalation: If we cannot reach a satisfactory resolution, you retain the right to dispute the charge with your card issuer.
05
Chargebacks
We encourage you to contact us at support@lvl2.ink before filing a chargeback with your bank. Initiating a chargeback without first attempting resolution with LVL2 may limit our ability to help and may result in account suspension pending investigation.
Fraudulent chargeback claims - where a service was rendered as agreed - may be disputed by LVL2 with the payment processor.
06
Contact
For refund requests or billing questions, contact us at support@lvl2.ink. Response time: within 2 business days.