Legal
Refund & Cancellation Policy
Game4Pay has no products to return and no subscriptions to cancel. What it has is a wallet you fund, entry fees you pay, and prizes you withdraw — so this policy explains when each of those can be reversed and when it cannot.
If a payment has gone wrong, skip to when a payment goes wrong.
The short version. A deposit is your own money in your wallet — withdraw it rather than asking for a refund. An entry fee is refunded while the group is still filling and if the group is cancelled, and not once play has started. Duplicate charges and payments that never arrived are always put right.
What you are actually paying for
Game4Pay sells no goods and no subscriptions. There are exactly two kinds of payment, and they behave differently:
- A deposit moves your own money into your Game4Pay wallet. It is not a purchase. The money is still yours, and the way back out is a withdrawal.
- An entry fee buys a seat in a specific tournament. Once that tournament starts, the seat has been used.
Everything below follows from that distinction, so it is worth having straight before reading on.
Deposits
A deposit that reaches your wallet is not refunded to your card or bank, because nothing was sold. Withdraw it instead — the balance is yours and can leave the same way it came, subject to the usual verification and limits in the Terms.
Deposits that did not go to plan are a different matter, and are covered in section 4.
Do not raise a chargeback for a deposit that arrived. It is not a faster refund route. A chargeback against a funded wallet freezes the account while the dispute runs, and the amount is deducted from the balance — so the usual result is that the money is unavailable for weeks and the account is closed. Email us instead; we would rather fix it than fight it.
Entry fees
Whether an entry fee comes back depends on one thing: whether the tournament had started.
| Situation | Outcome | How |
|---|---|---|
| You leave a group that is still filling | Refunded in full | Automatic, immediately |
| The group does not fill and is cancelled | Refunded in full to everyone | Automatic, at cancellation |
| We cancel or void a tournament through a fault of ours | Refunded in full to everyone | Automatic |
| A technical fault stopped you playing your attempt | Refunded on request | Contact support within 30 days |
| Play has started and you change your mind | Not refundable | — |
| You played and lost | Not refundable | — |
| You are disqualified for breaching fair play | Forfeited | Redistributed to the honest players in the group |
Free tournaments and practice cost nothing and so have nothing to refund.
When a payment goes wrong
These are the cases where money genuinely does come back. Contact us and we will reconcile against the provider’s record — every payment carries a reference on both sides, so this is usually a matter of matching, not of judgement.
| Problem | What we do |
|---|---|
| You were charged and the wallet was not credited | We reconcile with the provider and either credit the wallet or refund the payment to source. |
| You were charged twice for the same deposit | The duplicate is refunded to source, or credited to your wallet if you prefer — your choice. |
| The payment failed but the money left your account | It is usually released by your bank automatically. If it has not cleared within 7 working days, tell us and we will chase it with the provider. |
| You sent a different amount to a one-time account, or sent it after it expired | The transfer is not credited; your bank returns it to you automatically. If it has not come back, send us your bank’s reference and we will trace it with the provider. |
| A withdrawal failed at the bank | The funds are returned to your wallet automatically. Correct the payout details and try again. |
| A withdrawal is showing as sent but has not arrived | We give you the provider’s reference so your bank can trace it, and follow it up from our side. |
| Someone made a payment on your account without permission | Tell us immediately. We freeze the account, investigate, and restore anything taken fraudulently. |
Where a refund goes back to source, it returns to the original payment method — we cannot send it anywhere else. How quickly it appears is the issuing bank’s decision, and is typically 5–10 working days after we release it.
Bonus funds
Promotional credit is not money you paid us, so there is nothing to refund. Bonus funds cannot be withdrawn directly and expire if unused — 30 days for a welcome or campaign bonus, 60 days for a referral bonus — and both the limit on how much of an entry they can cover and the expiry date are shown when the bonus is granted.
Anything you win using bonus funds is real balance and withdraws normally.
Fees
Deposits are free. Withdrawal fees — including the cost-recovery fee on money deposited and withdrawn without being played, where it applies — and the platform fee taken from a prize pool are shown to you before you confirm the action they apply to. They are earned when the service is performed and are not separately refundable.
The exception is a fee charged on something that then failed through no fault of yours — a withdrawal fee on a payout that never completed, for instance. That is returned with the funds.
How to raise a payment problem
From the app: Account → Contact support. Or email [email protected].
Include what you have, and we will find the rest:
- your username or the email on your account;
- the date and amount;
- the transaction reference — from your bank alert, or from the transaction in the app; and
- what you expected to happen, and what happened instead.
We acknowledge within 3 working days and aim to resolve within 14 days. Where we are waiting on the payment provider it can take longer, and we will tell you that rather than going quiet.
Time limit: raise a payment or result problem within 30 days. We keep the records that settle these disputes, and the sooner you tell us the more of the surrounding detail is still recoverable from the provider.
Changes to this policy
We may update this policy; the date at the top changes when we do. The version that applies to a payment is the one published when that payment was made.
Contact
Eminent Concepts Technology Limited (RC 8278868)
Plot 2, Okporo Rumuehienwo Estate, Rukpokwu, Port Harcourt 500102, Rivers State, Nigeria
Email: [email protected]
Phone: +234 707 534 7519
Questions about this document? Email [email protected]. All of our legal documents are listed on the legal page.