Refund Policy

Last Updated: August 20, 2023

Introduction

At CS Gaming Hub, we strive to ensure your complete satisfaction with our services. This Refund Policy outlines the conditions under which we issue refunds for our various offerings, including tournament registrations, premium memberships, coaching services, and merchandise.

By purchasing any services or products from CS Gaming Hub, you agree to the terms of this Refund Policy. Please read this document carefully before making a purchase.

Refund Eligibility

Tournament Registrations

For tournament registrations, our refund policy is as follows:

  • Full Refund: Available if cancellation is made at least 7 days before the tournament start date.
  • Partial Refund (50%): Available if cancellation is made between 3-7 days before the tournament start date.
  • No Refund: If cancellation is made less than 3 days before the tournament start date.

In the event that CS Gaming Hub cancels a tournament, all participants will receive a full refund of their registration fees or the option to transfer their registration to another tournament of equal value.

Premium Memberships

For premium membership subscriptions:

  • Monthly Subscriptions: Refunds are available within 7 days of purchase if no premium features have been used. No prorated refunds for partial months.
  • Annual Subscriptions: Refunds are available within 14 days of purchase if no premium features have been used. After 14 days, prorated refunds may be considered on a case-by-case basis, minus a 15% administrative fee.

Membership cancellations will take effect at the end of the current billing cycle. You will continue to have access to premium features until the end of the paid period.

Coaching Services

For coaching services:

  • Full Refund: Available if cancellation is made at least 24 hours before the scheduled coaching session.
  • No Refund: If cancellation is made less than 24 hours before the scheduled coaching session.
  • Rescheduling: Free rescheduling is available with at least 24 hours' notice. Late rescheduling (less than 24 hours' notice) may incur a 25% fee.

If a coach cancels or fails to attend a session, you will receive a full refund or the option to reschedule at no additional cost.

Digital Products

For digital products (guides, e-books, video tutorials):

  • Refund Period: Refunds are available within 14 days of purchase if you are not satisfied with the product.
  • Eligibility Requirement: You must provide a specific reason for the refund request.

Due to the nature of digital products, once a product has been downloaded or accessed, we reserve the right to deny refund requests if we detect abuse of our refund policy.

Merchandise

For physical merchandise:

  • Return Period: Items may be returned within 30 days of receipt.
  • Condition Requirement: Items must be unused, unworn, and in their original packaging with all tags attached.
  • Refund Process: Refunds will be issued once we receive and inspect the returned items.
  • Return Shipping: Return shipping costs are the responsibility of the customer unless the item was defective or we made an error.

For defective merchandise, please contact our customer service team within 7 days of receiving the item. We will arrange for a replacement or refund, including return shipping costs.

Refund Process

How to Request a Refund

To request a refund, please follow these steps:

  1. Contact our customer service team at support@csgaminghub.com or through the Contact form on our website.
  2. Include the following information in your request:
    • Your full name
    • Order number or transaction ID
    • Date of purchase
    • Reason for requesting a refund
    • Preferred refund method (if applicable)
  3. Our team will review your request and respond within 2 business days.

Refund Processing Timeframes

Once a refund is approved, it will be processed as follows:

  • Credit/Debit Card Payments: Refunds will be issued to the original payment method and typically appear within 5-10 business days, depending on your financial institution.
  • PayPal Payments: Refunds will be processed to your PayPal account within 3-5 business days.
  • Bank Transfers: Refunds via bank transfer may take 7-14 business days to process.

Please note that while we process refunds promptly on our end, the time it takes for the refund to appear in your account depends on your payment provider or banking institution.

Exceptions and Special Circumstances

Force Majeure

In the event of circumstances beyond our control (such as natural disasters, power outages, or internet service disruptions), we will work with affected customers to provide fair solutions, which may include rescheduling services or issuing credits for future use.

Account Termination

If your account is terminated due to violations of our Terms and Conditions, you may not be eligible for refunds on active subscriptions or purchased services.

Promotional or Discounted Purchases

Items or services purchased at a discount or through promotional offers may have different refund terms, which will be specified at the time of purchase.

Chargeback Policy

Before initiating a chargeback with your payment provider, we strongly encourage you to contact our customer service team to resolve any issues. Unauthorized chargebacks may result in account suspension and additional fees.

Specific Product Policies

Team Registrations

For team tournament registrations, refund requests must come from the team captain or the person who made the original payment. Refunds will be issued to the original payment method only.

Gift Purchases

Refunds for gift purchases will be issued to the purchaser, not the recipient. Gift recipients should contact the purchaser if they wish to request a refund.

Subscription Renewals

We do not provide refunds for automatic subscription renewals. It is the customer's responsibility to cancel recurring subscriptions before the next billing cycle if they no longer wish to use our services.

Custom Services

Custom coaching plans, team analysis, or other bespoke services may have different refund terms, which will be specified in the service agreement.

Recurring Membership Cancellations

To cancel a recurring membership subscription:

  1. Log in to your CS Gaming Hub account
  2. Navigate to "Account Settings" > "Subscriptions"
  3. Click on "Cancel Subscription"
  4. Follow the prompts to complete the cancellation process

Alternatively, you can email support@csgaminghub.com with your cancellation request. Please include your full name and the email address associated with your account.

Remember that cancelling a subscription will not result in a refund for the current billing period, but will prevent future charges.

Refund Disputes

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

  1. Emailing refunds@csgaminghub.com with the subject line "Refund Appeal"
  2. Including your original request details and reason for appeal
  3. Providing any additional information or documentation that supports your case

Appeals will be reviewed by a manager within 5 business days, and you will receive a final decision via email.

Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting to our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services following the posting of changes constitutes your acceptance of such changes.

Contact Us

If you have questions about our Refund Policy or need assistance with a refund request, please contact us at:

CS Gaming Hub Customer Support

61 Graham Union South
Alexandraside SY23 4LA
United Kingdom

Email: support@csgaminghub.com

Phone: +44 311 641 2398

Support Hours: Monday-Friday, 9:00 AM - 5:00 PM EST