Before purchasing a pre-order of Escape from Tarkov project, it is recommended that you read all the agreements:
According to paragraph 11.4.2, the license agreement does not provide for a refund of the purchase of a game pre-order:
"Termination of the Agreement with the Licensor, revocation of the right to use the Game and/or cancellation of the Agreement on any grounds does not provide the User with grounds for claiming from the Licensor return of the Fee paid or any other payments made by the User in connection with use of the Game."
If you have problems with the project or services, you can contact support through the site or create a support tickets through the launcher.
Hope for your understanding.