Refund & Cancellation Policy

This Refund & Cancellation Policy explains our policies and procedures regarding refunds for tournament entry fees, wallet deposits, withdrawals, and various cancellation scenarios on the Xenora E-sports platform.

Please read this policy carefully before making any transactions or participating in tournaments.

Quick Summary

✅ Platform cancels tournament: 100% refund
✅ User unregisters after joining: 75% refund (before room details shared)
❌ Tournament started or room shared: No refund
✅ Failed/duplicate transactions: Full refund within 7 days

1 Tournament Entry Fee Refunds

Scenario 1: Tournament Cancelled by Xenora E-sports

Refund Amount: 100% full entry fee refunded to your wallet
Reason: Insufficient participants, technical issues, administrative reasons
Processing Time: Instant refund to Deposit Wallet within 1 hour of cancellation announcement
Notification: You will receive push notification and email about cancellation and refund

Scenario 2: User Unregisters After Joining Tournament

Refund Amount: 75% of entry fee refunded to your wallet
Deduction: 25% deducted as processing and administrative charges
Conditions:
- You can unregister ONLY before room ID and password are shared
- Unregistration must be done at least 10 minutes before scheduled start time
- Once room details (ID/password) are visible in app, unregistration is disabled
Processing Time: Refund credited within 24 hours to Deposit Wallet
How to Unregister: Go to "My Tournaments" → Select tournament → Click "Unregister" button

Note: This policy may be updated based on operational requirements. Changes will be notified in advance.

Scenario 3: No Refund Situations

Entry fees are non-refundable in the following cases:

Tournament has already started (match is live)
Room ID and password have been shared/displayed
User fails to join the room due to personal reasons (wrong UID, banned Free Fire account, forgot password)
Technical issues on user's end (internet problems, device issues, game crashes, power failure)
User gets disqualified during tournament for rule violations
User voluntarily leaves mid-tournament
User fails to submit required match result screenshots

2 Wallet Deposit Refunds

General Policy:

Wallet deposits are generally non-refundable
Deposited amounts can be used for tournament entries or withdrawn (subject to withdrawal fees)
Deposits do not expire and remain in your wallet indefinitely

Refund Eligible Scenarios:

Duplicate Transactions: If amount is deducted multiple times for a single deposit attempt
- Full refund of duplicate amount to original payment source
- Processing time: 5-7 business days
Payment Gateway Errors: Money deducted but not credited to wallet
- Amount will be credited to wallet or refunded to source
- Auto-reconciliation within 24-48 hours
- If not resolved, contact support with transaction ID
Accidental Deposits: Wrong amount entered by mistake
- Refund requests must be raised within 7 days of transaction
- Requires verification and approval from support team
- Refund processed to original payment source within 7-10 business days
- Must provide valid reason and transaction proof

How to Request Deposit Refund:

Email support@xenora-esports.in with subject "Deposit Refund Request"
Include: Transaction ID, amount, date, reason, screenshot of payment confirmation
Our team will review within 48 hours
If approved, refund initiated within 7 business days

3 Withdrawal Policy & Fees

Withdrawal Limits:

Minimum Withdrawal: ₹100 per transaction
Maximum Withdrawal: ₹10,000 per transaction
Daily Limit: Maximum 3 withdrawal requests per day

Withdrawal Fees:

Withdrawals below ₹100 ₹10 flat fee
Withdrawals ₹100 and above 10% processing fee

* Withdrawal fees are subject to change. Users will be notified 7 days in advance of any fee structure changes.

Processing Time:

Standard Processing: Within 24 hours on business days
Maximum Processing Time: Up to 48 hours during high volume periods or technical issues
Weekends & Holidays: May experience delays, processed on next business day

Requirements:

Valid bank account or UPI ID must be added and verified
Name on bank account should match registered user name
Bonus wallet amounts cannot be withdrawn (only usable for tournament entries)
TDS (Tax Deducted at Source) will be deducted on net winnings above ₹10,000 as per Indian tax laws

Withdrawal Cancellation:

You can cancel pending withdrawal requests before they are processed
Once marked "Processing" or "Completed", cancellation is not possible
Cancelled amounts are credited back to your Winning Wallet instantly

4 Failed or Rejected Withdrawals

Common Reasons for Withdrawal Rejection:

Incorrect bank account details or UPI ID
Bank account name mismatch with registered user name
Insufficient balance in wallet (after deducting withdrawal fee)
Account under investigation for suspicious activity
Inactive or closed bank account
Technical issues with payment gateway

What Happens When Withdrawal Fails:

Amount (including withdrawal fee) is immediately credited back to your Winning Wallet
You will receive notification about failure reason
Correct the issue (update bank details, verify information) and retry withdrawal
If issue persists, contact support@xenora-esports.in with withdrawal request ID

5 Bonus & Promotional Credits

Bonus Wallet Policy:

Bonus amounts credited for deposits of ₹100 or more (as per active promotions)
Bonus credits are non-withdrawable and non-refundable
Can only be used for tournament entry fees
Bonus amounts expire after 30 days if unused (expiry period mentioned at time of credit)
No cash equivalent or transfer to other wallets

Promotional Offers:

All promotional offers have specific terms and conditions
Read offer details carefully before participating
Xenora E-sports reserves the right to modify or cancel promotions at any time
Abuse or manipulation of promotional offers may result in account suspension and forfeiture of bonuses

6 Refund Processing Timeline

Refund Type	Destination	Timeline
Tournament cancelled by platform	Deposit Wallet	Instant (within 1 hour)
User unregistration (75%)	Deposit Wallet	Within 24 hours
Payment gateway error	Original source or Wallet	24-48 hours (auto)
Duplicate transaction	Original payment source	5-7 business days
Approved deposit refund	Original payment source	7-10 business days
Failed withdrawal	Winning Wallet	Instant

Note: Timelines are approximate and may vary based on bank processing times, payment gateway systems, and public holidays. We strive to process all refunds as quickly as possible.

7 How to Request a Refund

For tournament entry refunds due to platform cancellation or user unregistration, refunds are processed automatically. For other refund requests:

📧 Email Support:

Send email to: support@xenora-esports.in
Subject: "Refund Request - [Transaction ID/Tournament ID]"
Include the following information:
- Your registered mobile number and user ID
- Transaction ID or Tournament ID
- Amount and date of transaction
- Reason for refund request
- Screenshots/proof (if applicable)
Our support team will acknowledge within 24 hours
Investigation and resolution within 48-72 hours
You will be notified via email about refund decision

Important Notes:

Provide accurate information to avoid delays
Keep transaction ID and screenshots for reference
Fraudulent refund requests may result in account suspension
Decision made by Xenora E-sports support team is final

8 Contact & Support

For any questions or concerns regarding refunds, cancellations, or withdrawals, please contact us:

📧 Email Support:

support@xenora-esports.in

⏰ Support Hours:

24/7 Available (Email responses within 24 hours)

⚡ Response Time:

General Queries: Within 24 hours
Refund Requests: Within 48-72 hours

Fair & Transparent Refund Process

Xenora E-sports is committed to fair and transparent refund practices. We process all legitimate refund requests promptly and keep you informed throughout the process. If you have any concerns or disputes, our support team is always ready to assist you.