1. Introduction

At CS Gaming Hub, we strive to ensure our customers are satisfied with their purchases. This Refund Policy outlines the conditions under which we provide refunds for tournament registrations, subscriptions, and other services offered through our platform.

By making a purchase on our platform, you acknowledge that you have read, understood, and agree to be bound by this Refund Policy.

2. Refund Eligibility

Different purchases may have different refund eligibility criteria as outlined below:

2.1 Tournament Registration Fees

• Full Refund: Cancellation at least 7 days before the tournament start date.
• Partial Refund (50%): Cancellation between 3-7 days before the tournament start date.
• No Refund: Cancellation less than 3 days before the tournament, no-shows, or disqualification due to rule violations.

2.2 Premium Subscriptions

• Full Refund: Cancellation within 14 days of purchase if the subscription has not been used (no login to premium areas or accessing premium content).
• Pro-rated Refund: For annual subscriptions, we may offer a pro-rated refund for the unused portion at our discretion.
• No Refund: Monthly subscriptions cannot be refunded once the service has been accessed or after the 14-day cancellation period.

2.3 Digital Content Purchases

• Full Refund: Available within 48 hours of purchase if the content has not been downloaded or accessed.
• No Refund: Once digital content has been downloaded, streamed, or accessed, no refund will be provided.

2.4 Merchandise

• Full Refund: Available within 30 days of delivery if the merchandise is returned in its original condition, unworn/unused, with all tags and packaging intact.
• Partial Refund: May be offered for items returned with minor signs of handling or with incomplete packaging.
• No Refund: Items that show signs of wear, damage, or custom-made items.

3. Refund Process

To request a refund, please follow these steps:

1. Log in to your CS Gaming Hub account.
2. Navigate to the "Purchase History" section in your account dashboard.
3. Locate the transaction you wish to refund and click on "Request Refund."
4. Complete the refund request form, providing:
   • Order/transaction number
   • Date of purchase
   • Reason for refund request
   • Any supporting documentation (if applicable)
5. Submit your request.

Alternatively, you may contact our customer support team at support@csgaminghub.com with the subject line "Refund Request" and include the information listed above.

4. Refund Processing Timeframe

Once your refund request is received and approved, we will process it according to the following timeline:

• Review Period: All refund requests will be reviewed within 3-5 business days.
• Processing Time: Once approved, refunds will be processed within 7-10 business days.
• Credit Card/Payment Method Reflection: Depending on your payment provider, it may take an additional 3-10 business days for the refund to appear on your statement or account.

We will notify you via email once your refund has been processed.

5. Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Credit/Debit Card Payments: Refunded to the original card used for purchase.
• PayPal: Refunded to the PayPal account used for purchase.
• Bank Transfer: Refunded to the originating bank account.
• Store Credit: In some cases, we may offer store credit as an alternative to a monetary refund, often with additional value added as an incentive.

If the original payment method is no longer available or valid, we will work with you to find an alternative refund method.

6. Special Circumstances

6.1 Tournament Cancellations by CS Gaming Hub

If we cancel a tournament or event, all participants will receive a full refund of their registration fees, regardless of the timeframe. We may also offer additional compensation such as:

• Free entry into a future tournament of similar value
• Store credit with a bonus amount
• Discount on future registrations

6.2 Technical Issues

If you experience significant technical issues that prevent you from participating in a tournament or accessing purchased content, and our technical team confirms these issues, you may be eligible for a full or partial refund at our discretion, even outside the standard refund timeframes.

6.3 Fraudulent Transactions

If we detect fraudulent activity or unauthorized transactions, we reserve the right to cancel the purchase and issue a refund without prior notice.

7. Non-Refundable Items and Services

The following items and services are non-refundable under any circumstances:

• Virtual goods or in-game items that have been consumed or used
• Accounts that have been banned or suspended for violating our Terms and Conditions
• Transaction fees, processing fees, or shipping costs (unless the refund is due to our error)
• Purchases made using promotional codes, gift cards, or store credit
• Services that have been fully rendered

8. Merchandise Returns

For physical merchandise returns, please follow these additional steps:

1. Contact our support team to obtain a Return Merchandise Authorization (RMA) number before shipping any items back.
2. Package the item securely in its original packaging if possible.
3. Include the RMA number and your order information with the return.
4. Ship the item to the address provided by our customer support team.
5. We recommend using a trackable shipping method for your protection.

Please note that the customer is responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.).

9. Disputes and Appeals

If your refund request is denied and you believe this decision was made in error, you may appeal the decision by:

1. Emailing our customer support team at appeals@csgaminghub.com with the subject line "Refund Appeal."
2. Including your original refund request details, the reason for denial provided, and any additional information or evidence supporting your appeal.

Appeals will be reviewed by a senior member of our customer service team within 5-7 business days.

10. Policy Changes

We reserve the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon posting the updated policy on our website. We encourage customers to review this policy periodically for any changes.

Purchases will be subject to the Refund Policy in effect at the time of purchase.

11. Contact Information

If you have any questions about our Refund Policy, please contact us:

Email: support@csgaminghub.com
Address: Flat 31y Jade Springs West Tracyville L35 5JA, United Kingdom
Phone: +441039173876

Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM GMT.