Refund & Return Policy

1. Overview

This Refund & Return Policy explains how refunds work for DuelX products and services. DuelX sells digital services and platform access only. We do not sell physical merchandise, so all “returns” are handled as refunds or credits back to your DuelX Wallet.

2. DuelX Prime Subscriptions

• Prime is a monthly subscription that renews automatically until canceled.
• You may cancel anytime from your account or the Store page. Cancellation stops future charges; you keep Prime benefits until the end of your current paid period.
• Subscription fees are generally non-refundable, except where required by applicable law or if you were charged in error.
• If you believe you were charged in error, contact us within 14 days of the charge.

3. Deposits and Wallet Credits

• Deposits are converted into DuelX Credits (1 Credit = $1 USD) and added to your Wallet.
• Unused Credits are not “refunded” to your original payment method, but you may withdraw your available balance to your linked PayPal account, subject to the minimum withdrawal amount shown on the Wallet page.
• Once Credits are used to enter a match, tournament, or subscription, they are consumed and cannot be returned.
• Deposits made in error or due to unauthorized use must be reported within 7 days. We may reverse the deposit if it has not been spent or withdrawn.

4. Match and Tournament Entry Fees

• Entry fees are committed when a match is accepted or when a tournament begins.
• If a match is canceled by the platform or both players agree to cancel before play begins, entry fees are returned to both Wallets as Credits.
• If a tournament is canceled by DuelX before it starts, all entry fees are returned as Credits.
• No-shows and forfeits are handled per the Match Rules and Tournament Rules; fees may be forfeited to the opposing player or the prize pool.
• If you are removed from a tournament for violating the rules, your entry fee is not refunded.

5. Disputes, No-Shows, and Forfeits

Disputed matches are resolved by DuelX staff based on the Match Rules and evidence submitted. Refunds are not issued for matches that have been played and reported. If a match is voided by staff due to a platform error, bug, or both players being unable to compete, entry fees may be returned as Credits at staff discretion.

6. Chargebacks

Filing a chargeback without first contacting us is a violation of these Terms and may result in account suspension or termination. If a chargeback is initiated, we may suspend your account and withhold any disputed funds until the matter is resolved. We reserve the right to recover fees, costs, and losses caused by chargebacks.

7. Account Closure and Inactivity

If you close your account, withdraw your available balance first. Any remaining Credits after closure are not refundable unless required by law. Inactive accounts may be subject to dormancy or maintenance fees if disclosed in advance, and any remaining balance may be forfeited after extended inactivity and notice.

8. How to Request a Refund

To request a refund or report a billing issue, contact us at support@playduelx.com with the subject “Refund Request,” your username, the transaction date, and the reason for the request. We aim to respond within 5–7 business days. Refunds, if approved, are typically issued as Credits to your Wallet or back to your original payment method, at our discretion.

9. Changes to This Policy

We may update this Refund & Return Policy. Material changes will be posted on this page with at least 30 days’ notice where feasible. The current version is always available at this URL.

10. Contact Us

Questions about refunds? Reach us at support@playduelx.com.