Refund Policy

Refund eligibility depends on the type of service purchased and the specific circumstances of your request.

Tournament Entry Fees

Situation	Refund Status	Conditions
Withdrawal 48+ hours before start	Eligible	Full refund minus payment processing fees
Withdrawal 24-48 hours before start	Conditional	50% refund if replacement team/player found
Withdrawal less than 24 hours before start	Not Eligible	Brackets are finalized; no replacements possible
Disqualification for rule violations	Not Eligible	No refunds for disciplinary actions

Premium Memberships

• Eligible within 14 days of initial purchase if no benefits were used
• Not Eligible after using tournament registration benefits or premium features
• Prorated refunds for annual memberships cancelled within 30 days

Virtual Event Tickets

• Eligible up to 7 days before event start
• Not Eligible after event has started or content accessed
• Partial refund if event is rescheduled and you cannot attend new date

Our refund process is designed to be straightforward and transparent.

How to Request a Refund

1. Submit a refund request through our Support Portal
2. Include your transaction ID and detailed reason for the request
3. Provide any supporting documentation or evidence
4. Our support team will review your request within 3 business days
5. You will receive a decision via email

Processing Timelines

Stage	Timeframe	Details
Initial Review	1-3 business days	Request evaluation and eligibility determination
Approval & Processing	3-5 business days	Refund initiated through payment processor
Funds Transfer	3-10 business days	Time varies by payment method and financial institution

Certain digital products and services are not eligible for refunds due to their nature and immediate value provision.

Digital & Virtual Goods

• In-game cosmetic items and skins
• Virtual currency (Xenon Coins)
• Digital badges and achievements
• Exclusive in-platform emotes

Consumed Services

• Tournament participation after matches have begun
• Premium membership benefits already utilized
• Virtual event access after content has been viewed
• Coaching sessions that have been conducted

Special Circumstances

• Purchases made during limited-time sales or promotions
• Gift card redemptions and purchases
• Third-party service integrations
• Charity tournament donations

Exceptions may be made in cases of documented technical errors or platform failures that prevent access to purchased content.

When events are cancelled or significantly modified, we have specific refund procedures in place.

Full Event Cancellations

• Automatic full refunds issued within 7 business days
• No action required from participants
• Notification sent via email and platform announcements
• Option to convert refund to platform credit with 10% bonus

Event Modifications

Modification Type	Refund Option	Timeframe
Date/Time change (cannot attend)	Full refund	Up to 48 hours after reschedule announcement
Format change (significant alteration)	Partial refund (50%)	Up to 24 hours before new start time
Prize pool reduction (25%+)	Partial refund (proportional)	Up to event start time
Platform/game change	Full refund	Up to event start time

We understand that technical problems can disrupt your gaming experience. Here's our policy for such situations.

Platform-Wide Issues

• Server outages preventing tournament participation: Full refunds
• Payment processing errors (double charges): Immediate refund of duplicate
• Website downtime during registration periods: Extended registration with notification

Tournament-Specific Technical Problems

Issue Type	Resolution	Refund Eligibility
Match unable to start (platform issue)	Reschedule or credit	Full refund if unable to reschedule
Bracket generation errors	Manual correction or restart	Partial refund if significant delay
Stream/viewing access problems	Extended access or alternative viewing	Partial refund for premium viewing passes
Stats/tracking system failure	Manual entry and verification	No refund (supplemental service)

If you disagree with a refund decision, we have a clear escalation process.

Internal Resolution Process

1. Initial Review: Submit detailed request with supporting evidence
2. Supervisor Escalation: Request review by senior support staff
3. Management Review: Final internal decision by department head

External Options

• Payment processor dispute (within 120 days of transaction)
• Better Business Bureau complaint
• Consumer protection agency referral (varies by jurisdiction)

Chargeback Policy

Unauthorized chargebacks may result in:

• Immediate account suspension
• Loss of access to purchased content
• Permanent ban from future tournaments
• Collection of chargeback fees ($25-100)

Always contact our support team before initiating a chargeback.

For refund-related inquiries and requests, please contact our dedicated support team.

Refund Support Channels

• Email: refunds@xenonarena.com (response within 24-48 hours)
• Support Portal: Xenon Arena Support (preferred method)
• Live Chat: Available Monday-Friday, 9AM-6PM EST

Information to Include

To expedite your request, please provide:

• Transaction ID or receipt number
• Xenon Arena username
• Detailed description of the issue
• Any relevant screenshots or evidence
• Preferred resolution (refund, credit, etc.)

Mailing Address

Xenon Arena
Attn: Refund Department
123 Gaming Street
Esports City, EC 12345
United States