Refund & Cancellation Policy

This Refund & Cancellation Policy explains refunds for tournament entry fees, wallet deposits, withdrawals and bonus coins in the Xenora E-sports and Xenora Studio apps. 1 coin = ₹1.

Amounts, limits, fees and percentages are set by Xenora and are always shown in the app before you confirm. They may change over time.

Quick Summary

✅ Tournament cancelled (by Xenora or the organizer): full refund
✅ You unregister before the match starts: partial refund (percentage shown in the app)
❌ Match already started: no refund
✅ Paid but not credited, or paid twice: credited or refunded after we check your UTR
↩️ Rejected withdrawal: amount returned to your balance

1 Tournament Entry Fee Refunds

Tournament cancelled by Xenora or by its organizer

Refund: the full entry fee
Where: back to the same balance it was paid from (deposit, winning or bonus)
When: usually instant
This includes group tournaments whose manager does not submit results in time
You get a notification about the cancellation and refund

You unregister after joining

You can unregister from My Tournaments before the match starts
Refund: a part of the entry fee, as shown in the app. The rest is kept as a cancellation charge
Where: back to the same balance it was paid from, usually instantly
If a friend booked and paid for your slot, the refund goes to the friend who paid

No refund

The match has already started
You could not join the room for personal reasons (wrong UID, banned Free Fire account, forgot the password)
Problems on your side: internet, device, game crash, power failure
You were disqualified for breaking the rules, or left during the match

2 Wallet Deposits

How deposits work: you pay by UPI from your own UPI app, upload the payment screenshot (and UTR if you have it), and our team checks and approves it. Coins are added after approval. Each UTR can be used only once.

Deposits are generally non-refundable
Deposit balance can be used for tournament entries and "Send coins". It cannot be withdrawn
If your deposit is rejected, the reason is shown in the app and in the notification. You can submit a correct proof or contact support

When we refund or credit a deposit:

Paid but not credited: after we find your payment by its UTR, we credit your wallet or refund it to the UPI account it came from
Paid twice for one deposit: the extra payment is credited to your wallet or refunded to the UPI account it came from
Raise the request within 7 days of the payment
Refunds to your UPI / bank account are made by our team by hand, usually within 7 business days after approval

How to ask: email support@xenora-esports.in with the subject "Deposit Refund Request", your account email, the amount, date, UTR and the payment screenshot. You can also send it from the app's feedback screen (latest app version).

3 Withdrawals

What you can withdraw: winning balance, and manager balance for Xenora Studio managers
What you cannot withdraw: deposit balance and bonus coins
The minimum and maximum per withdrawal, the daily limit and the withdrawal fee are shown in the app before you confirm
Players can withdraw only after depositing a minimum total amount, shown in the app (not for manager balance)
Only one withdrawal request can be pending at a time
Processing time: our team pays by hand to your UPI ID or bank account, usually within 24 hours (up to 48 hours during high volume or technical issues)
Please check your UPI ID or bank details carefully before you submit

Cancelling a withdrawal: you can cancel a pending request in the app. The full amount goes back to the balance it came from instantly.

4 Rejected Withdrawals

Common reasons:

Wrong or inactive UPI ID or bank account
Account under review for suspicious activity or rule violations
Technical problems with the payment

What happens: the full amount (including the fee) is returned to the balance it came from, and you get a notification with the reason. Fix the issue and request again. If it keeps failing, contact support@xenora-esports.in with the withdrawal ID.

5 Bonus Coins & Rewards

Bonus coins come from deposit offers, daily check-ins, tasks and promotions
They are not withdrawable, not refundable and cannot be sent to other users
They can be used for official tournament entries, up to the limit shown in the app, and cannot be used in group tournaments
They expire after the period shown in your bonus history
Xenora may change or end offers and rewards at any time. Abuse (for example several accounts on one phone) leads to loss of bonus and suspension

6 Account Deletion

Withdraw your winning and manager balance before deleting your account. Deposit balance and bonus coins are forfeited when an account is deleted and are not refunded. See Delete your account.

7 Refund Timeline

Case	Where the money goes	Usually
Tournament cancelled	Same balance it was paid from	Instant
You unregister (partial)	Same balance it was paid from	Instant
Paid but not credited / paid twice	Wallet, or your UPI account	Within 7 business days after approval
Withdrawal cancelled or rejected	Balance it came from	Instant

Timelines can be longer on bank holidays or during technical issues.

8 Contact & Support

Email: support@xenora-esports.in, subject "Refund Request - [UTR / Tournament ID / Withdrawal ID]"
In the app: the feedback screen, with a screenshot (latest app version)
Response: general queries within 24 hours, refund requests within 48–72 hours
Not happy with the answer? Write to our Grievance Officer at official@xenora-esports.in