answered email

got an answer from them, quite quickly compared to the other services :

dear sir

our live chst in maintenance now ,sorry for that
i dont understand why you ask for refund ,your order is in process now ,everything is right  now
why not give  us some time and let us finish the order in the end
yours sophia

I then answered with this :

Please re-read the e-mail I sent you or read the blog link here (http://bobdibop.blogspot.com/), it will help you understand why I want my refund.
Anyway the password to the account has already been changed and if you do not want to try and understand the situation, I'll start the paypal dispute process tonight.

The thing is, after having experienced what happened since I order this, I am completely certain that YOU will not be able to deliver the level80 char within 13 days, and I'm not even thinking about the other things I should get (gold, professions, etc...).

Regards.