REFUND & CANCELLATION POLICY
This policy clearly governs financial transactions, wallet balances, tournament entry fees, and organizer management actions on the Flame Esports Platform. Rules are structured into Flame Esports Platform Policies and Tournament Host / Organizer Policies for complete transparency.
1. Wallet Deposits & Virtual Currency (Coins)
All funds deposited into your Flame Esports account are converted into virtual Coins at the rate of ₹1 = 1 Coin.
- Non-Refundable Deposits: Direct fiat currency deposits added to your wallet are strictly non-refundable once credited. Deposited coins must be utilized to participate in esports tournaments on the platform.
- Payment Gateway Errors: If money is debited from your bank account or UPI but not credited to your Flame Esports wallet, please submit your payment reference ID to support. Resolution takes 1 to 3 business days.
- Unapproved Chargebacks: Filing unauthorized bank chargebacks or payment gateway disputes without contacting support first will result in instant account suspension and forfeiture of wallet balances.
2. Withdrawal & Cashout Terms
Players can withdraw earned tournament prize winnings back to their bank or UPI account under the following terms:
- Minimum Withdrawal Limit: The minimum withdrawable amount is ₹30 (30 Coins).
- Processing Timeline: Withdrawal requests undergo fraud verification and are processed manually within 12 to 24 hours.
- Account Verification: The destination UPI ID or bank account holder name must match your registered Flame Esports profile to prevent third-party fraud.
3. Emergency Bulk Refund & Tournament Cancellation
When a tournament is cancelled by the host organizer or by Flame Esports platform administration due to unforeseen circumstances, custom lobby server failures, or insufficient registrations:
- 100% Automated Refund: 100% of the entry fee coins paid by registered participants will be instantly credited back to their wallet balance.
- Notification & Audit Trail: An automated system notification containing the exact cancellation reason is dispatched to all registered squad captains.
4. Organizer Participant Management Modes
Tournament hosts have access to three standardized action modes to manage registered squads in their Studio Console:
Host removes squad from match lobby and refunds 100% entry fee coins back to the squad captain's wallet.
Squad is disqualified with ZERO refund as a penalty for rules violation, cheating, emulators, or toxic behavior.
Host refunds entry fee coins to captain while keeping the squad registered as a complimentary Free Entry participant.
5. Player Responsibilities & No-Show Policy
- Lobby Credentials & Timing: Room ID & Password credentials are broadcasted in the tournament console 10 to 15 minutes prior to match start.
- No-Shows (No Refund): Players who fail to join the custom match lobby on time forfeit their entry fee with zero refund.
- Mismatched In-Game Names (IGN): Players joining lobbies with unapproved accounts or mismatched Character IDs will be removed by room hosts with no refund.
- Cheating & Hacking Forfeiture: Using unauthorized third-party mods, hacks, teaming, or emulators in mobile-only events results in permanent disqualification, zero refund, and account ban.
6. Customer Support & Dispute Resolution
If you experience an unfair host disqualification, incorrect leaderboard scoring, or technical transaction failures, contact our support team within 24 hours of match completion.