1. Refund Policy Overview
At CS Gaming Hub, we strive to ensure your complete satisfaction with our services. This Refund Policy outlines the terms and conditions for requesting refunds for different types of purchases made through our platform.
We understand that circumstances may arise where you need to request a refund. This policy is designed to provide clear guidelines on when and how refunds can be processed, ensuring a fair and transparent approach for all our users.
This Refund Policy applies to all services offered by CS Gaming Hub, including tournament registrations, premium memberships, coaching services, and any other paid features or products.
2. Refund Eligibility Conditions
2.1 Tournament Registration Refunds
For tournament registrations, refunds may be issued under the following conditions:
- Cancellation by Participant:
- Full refund if requested at least 7 days before the tournament start date.
- 50% refund if requested between 2-7 days before the tournament start date.
- No refund for cancellations less than 48 hours before the tournament start date.
- Tournament Cancellation:
- Full refund if CS Gaming Hub cancels a tournament for any reason.
- Full refund if the tournament format or date is significantly changed after your registration.
- Technical Issues:
- Full or partial refund may be issued if significant technical issues on our end prevent your participation in the tournament.
2.2 Premium Membership Refunds
For premium membership subscriptions, the following refund conditions apply:
- New Subscriptions:
- Full refund available within 14 days of purchase if you have not utilized any premium features.
- Prorated refund if you have used some premium features but are not satisfied with the service.
- Subscription Renewals:
- No automatic refunds for subscription renewals. It is your responsibility to cancel recurring subscriptions before they renew.
- Exceptions may be made in cases of accidental renewals if reported within 48 hours of the renewal charge.
- Service Issues:
- Full or partial refund if premium features are unavailable for an extended period (24+ hours) due to technical issues on our end.
2.3 Coaching Services Refunds
For coaching services booked through our platform:
- Cancellation by Student:
- Full refund if cancelled at least 24 hours before the scheduled session.
- No refund for cancellations less than 24 hours before the scheduled session.
- Cancellation by Coach:
- Full refund if the coach cancels for any reason.
- Option to reschedule with the same coach or a different coach instead of receiving a refund.
- Quality Issues:
- Full or partial refund may be issued if you can demonstrate that the coaching service did not meet reasonable quality standards.
2.4 Other Digital Products
For other digital products such as guides, training materials, or virtual items:
- Before Access/Download:
- Full refund available if you have not accessed or downloaded the digital product.
- After Access/Download:
- No refund available once you have accessed or downloaded a digital product, due to the nature of digital goods.
- Exceptions may be made if the product is demonstrably defective or significantly misrepresented.
3. Refund Processing Time
3.1 Standard Processing Time
Once your refund request is approved, the processing time depends on your original payment method:
- Credit/Debit Cards: Refunds typically appear in your account within 5-10 business days, depending on your card issuer's policies.
- PayPal: Refunds are usually processed within 3-5 business days.
- Bank Transfers: Refunds may take 7-14 business days to be reflected in your account.
- Other Payment Methods: Processing times vary based on the specific payment provider.
3.2 Review Period
Before processing, all refund requests are subject to a review period:
- Standard refund requests are typically reviewed within 2 business days.
- Complex cases or disputes may require additional time for investigation, up to 5 business days.
- You will be notified via email once your refund request has been approved or denied.
3.3 Expedited Processing
In certain circumstances, we may offer expedited refund processing:
- For cases involving significant technical issues on our end.
- For tournament cancellations announced less than 24 hours before the scheduled start time.
- For other situations where standard processing would cause undue hardship.
4. How to Request a Refund
4.1 Refund Request Process
To submit a refund request, please follow these steps:
- Log in to your CS Gaming Hub account.
- Navigate to "Account Settings" > "Billing History" or "Purchase History".
- Find the transaction you wish to request a refund for and click "Request Refund".
- Complete the refund request form, providing:
- The reason for your refund request
- Any relevant details or documentation
- Your preferred refund method (if different from original payment method)
- Submit your request and wait for our team to review it.
Alternatively, you can contact our Support Team directly:
4.2 Required Information
When requesting a refund, please provide the following information to help us process your request efficiently:
- Your full name and registered email address
- Order number or transaction ID (found in your purchase confirmation email)
- Date of purchase
- Service or product purchased
- Detailed reason for requesting a refund
- Any relevant screenshots or documentation
4.3 Time Limit for Refund Requests
All refund requests must be submitted within the following timeframes:
- For tournament registrations: As specified in section 2.1 above
- For premium memberships: Within 14 days of purchase or renewal
- For coaching services: Within 48 hours after the scheduled session
- For digital products: Within 7 days of purchase
- For technical issues: Within 5 days of experiencing the issue
Refund requests submitted after these timeframes may be reviewed on a case-by-case basis but are not guaranteed to be approved.
5. Exceptions to the Refund Policy
5.1 Non-Refundable Items
The following purchases are generally non-refundable:
- Donations made to charity tournaments or events
- Virtual items that have been used or consumed
- Custom services that have been completed according to specifications
- Group purchases where partial participation has occurred
- Any service explicitly marked as "non-refundable" at the time of purchase
5.2 Special Circumstances
In certain special circumstances, we may make exceptions to our standard refund policy:
- Account Compromise: If unauthorized purchases were made from your account, report the incident immediately for investigation and potential refund.
- Service Outages: Extended outages or technical issues that significantly impact your ability to use our services may qualify for refunds outside the standard policy.
- Extraordinary Events: Natural disasters, severe personal emergencies, or other extraordinary circumstances may be considered for exceptions on a case-by-case basis.
5.3 Abuse Prevention
To prevent abuse of our refund policy:
- Users with a pattern of excessive refund requests may have future requests subject to additional scrutiny.
- Fraudulent refund requests may result in account suspension or termination.
- We reserve the right to deny refunds if we detect abuse of the refund system.
6. Contact Information for Refund Questions
If you have any questions about our Refund Policy or need assistance with a specific refund request, please don't hesitate to contact us using the following methods:
Our support team aims to respond to all inquiries within 1-2 business days. For urgent refund matters, please include "URGENT" in your email subject line.
When contacting us about refunds, please have your order number or transaction ID ready to help us assist you more efficiently.
