Refund Policy

1. Tournament Entry Fee Refunds

1.1 Cancellation by Player

If you need to cancel your participation in a tournament, refund eligibility depends on when you cancel:

• More than 48 hours before tournament start: You are eligible for a full refund of your entry fee.
• 24-48 hours before tournament start: You are eligible for a 50% refund of your entry fee.
• Less than 24 hours before tournament start: Entry fees are non-refundable.

1.2 Tournament Cancellation or Postponement

If HellsAcse or a tournament organizer cancels or significantly postpones a tournament:

• Tournament canceled entirely: You will receive a full refund of your entry fee.
• Tournament postponed by more than 7 days: You may choose to remain in the tournament or request a full refund.
• Tournament format significantly changed: If the tournament format (e.g., game mode, prize structure, duration) changes substantially after you've registered, you may request a full refund if the changes are not acceptable to you.

1.3 Disqualification

If you are disqualified from a tournament for violating tournament rules or our Terms of Service, you are not eligible for a refund of your entry fee.

2. Premium Membership Refunds

2.1 Cancellation of New Subscriptions

If you've recently purchased a premium membership:

• Within 14 days of purchase and less than 50% of benefits used: You may request a prorated refund based on the unused portion of your subscription.
• After 14 days or if more than 50% of benefits have been used: No refund will be issued, but you can cancel your subscription to prevent future billing.

2.2 Auto-Renewal Charges

If your subscription renewed automatically and you wish to cancel:

• Within 7 days of automatic renewal: You may request a full refund if you have not used any premium benefits during this period.
• After 7 days of automatic renewal: No refund will be issued, but you can cancel your subscription to prevent future billing.

2.3 Service Unavailability

If our premium services are unavailable for a significant period (more than 24 consecutive hours) during your subscription period, you may be eligible for a prorated refund or extension of your membership period. Please contact our support team to discuss your options.

3. Other Purchases

3.1 Digital Items and Virtual Currency

Purchases of digital items, including but not limited to profile customizations, badges, and platform-specific virtual currency, are generally non-refundable. Exceptions may be made in the following cases:

• The digital item was never delivered to your account
• The digital item does not function as described
• Unauthorized purchase (subject to verification)

3.2 Accidental Purchases

If you believe you've made an accidental purchase, please contact our support team immediately. Accidental purchase claims will be evaluated on a case-by-case basis and may require additional verification.

4. Refund Process

4.1 How to Request a Refund

To request a refund, please follow these steps:

1. Log in to your HellsAcse account
2. Navigate to "Account Settings" > "Purchase History"
3. Find the transaction you wish to refund and click "Request Refund"
4. Fill out the refund request form, providing the reason for your refund request
5. Submit the form

Alternatively, you can email our support team at support@hellsacse.com with the subject line "Refund Request" and include the following information:

• Your username
• Date of purchase
• Transaction ID (if available)
• Description of the purchase
• Reason for requesting a refund

4.2 Refund Processing Time

We will review your refund request and respond within 3 business days. If your refund is approved:

• Credit/Debit Card Payments: Refunds typically take 5-10 business days to appear on your statement, depending on your financial institution.
• PayPal Payments: Refunds typically take 3-5 business days to process.
• Platform Wallet/Account Credit: Refunds to your HellsAcse wallet are typically processed within 24 hours.

4.3 Refund Method

Refunds will generally be issued using the same payment method used for the original purchase. If that is not possible, we will work with you to find an alternative refund method.

5. Exceptions and Special Circumstances

5.1 Technical Issues

If you experience technical issues that prevent you from participating in a tournament or using a purchased service, please contact our support team immediately. If we confirm that the issue was caused by our platform and could not be resolved in time, you may be eligible for a refund or credit, even if it falls outside our standard refund timeframes.

5.2 Unauthorized Purchases

If you believe unauthorized purchases have been made from your account, please:

1. Contact our support team immediately
2. Change your account password
3. Review your account for any other unauthorized activity
4. Consider enabling two-factor authentication for added security

Unauthorized purchase claims may require additional verification and documentation, such as a statement from your financial institution.

5.3 Promotional Credits and Free Entries

Tournament entries or services purchased using promotional credits, discount codes, or obtained for free are not eligible for cash refunds. If a refund is approved for such items, it will be issued as platform credit.

6. Repeated Refund Requests

We monitor refund patterns to ensure the fair use of our refund policy. Users who make frequent refund requests may be subject to additional review, and their refund privileges may be limited. We reserve the right to:

• Deny refund requests from users with a history of excessive refunds
• Require additional verification for future purchases
• Limit or restrict account features for users who abuse our refund policy

7. Disputes and Appeals

7.1 Refund Disputes

If your refund request is denied and you believe it should have been approved based on this policy, you may appeal the decision by:

1. Emailing appeals@hellsacse.com with the subject line "Refund Appeal"
2. Including your original refund request details and any additional information that supports your appeal
3. Explaining why you believe the decision should be reconsidered

Appeals will be reviewed by a different support team member than the one who handled your original request.

7.2 Payment Disputes and Chargebacks

We encourage you to contact our support team to resolve any payment issues before initiating a dispute or chargeback with your payment provider. Initiating a chargeback without first attempting to resolve the issue with us may result in:

• Temporary suspension of your account while the dispute is investigated
• Permanent account restrictions if the chargeback is found to be unjustified
• Ineligibility for future refunds

8. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. The updated policy will be posted on this page with a revised "Last Updated" date.

We encourage you to review this Refund Policy periodically to stay informed about our refund terms. Your continued use of our platform after any changes to this Refund Policy constitutes your acceptance of the changes.

Any changes to this policy will not apply retroactively to purchases made before the change, unless required by applicable law.

9. Contact Us

If you have any questions, concerns, or requests regarding this Refund Policy or our refund practices, please contact us at:

Our support team is available Monday through Friday, 9:00 AM to 6:00 PM GMT, excluding holidays. We strive to respond to all inquiries within 24-48 hours during business days.