Introduction
CS Gaming Hub is committed to ensuring customer satisfaction with our services. This Refund Policy outlines the terms and conditions for refunds related to tournament registrations, premium memberships, and other services offered through our website.
By making a purchase or registering for a tournament on our website, you agree to the terms outlined in this Refund Policy.
Refund Policy for Tournament Registrations
Eligibility for Refunds
Tournament registration fees may be eligible for a refund under the following circumstances:
- Tournament Cancellation: If CS Gaming Hub cancels a tournament, all participants will receive a full refund of their registration fees.
- Schedule Changes: If a tournament's schedule is significantly altered (more than 48 hours from the original date/time) after registration, participants may request a refund if they can no longer attend.
- Early Withdrawal: Participants may request a refund if they withdraw from a tournament at least 7 days before the event start date.
Non-Refundable Circumstances
Tournament registration fees are non-refundable in the following situations:
- Withdrawal less than 7 days before the tournament start date
- No-shows on the day of the tournament
- Disqualification due to rule violations or misconduct
- Technical issues on the participant's end that prevent participation
- Minor changes to tournament format or schedule (less than 48 hours from original time)
Refund Policy for Premium Memberships
Eligibility for Refunds
Premium membership fees may be eligible for a refund under the following circumstances:
- Within 14 Days of Purchase: New premium members may request a full refund within 14 days of their initial purchase if they are not satisfied with the service, provided they have not participated in any premium-exclusive tournaments.
- Service Unavailability: If premium services are unavailable for a significant period (more than 72 consecutive hours) due to technical issues on our end, members may be eligible for a prorated refund for the affected period.
Non-Refundable Circumstances
Premium membership fees are non-refundable in the following situations:
- Requests made after 14 days from the initial purchase date
- If the member has participated in premium-exclusive tournaments or events
- Cancellation of automatic renewal subscriptions (these will simply not renew for the next period)
- Account suspension or termination due to violations of our Terms & Conditions
Refund Policy for Other Purchases
Digital Content
Purchases of digital content (guides, strategy materials, VOD reviews, etc.) are generally non-refundable once access has been granted. However, if you experience technical issues that prevent you from accessing the content, please contact our support team for assistance.
Merchandise
Physical merchandise purchases are subject to the following refund terms:
- Damaged or Defective Items: If you receive damaged or defective merchandise, you may request a replacement or refund within 14 days of receipt. Photographic evidence of the damage may be required.
- Wrong Items: If you receive merchandise different from what you ordered, you may request a replacement or refund within 14 days of receipt.
- Return of Unused Items: Unused merchandise in original packaging may be returned within 30 days of receipt for a refund, less shipping costs.
Refund Processing Time
Refunds will be processed according to the following timeline:
- Tournament Cancellations: Refunds will be processed within 5-7 business days of the cancellation announcement.
- Approved Refund Requests: Once approved, refunds will be processed within 10 business days.
- Merchandise Returns: Refunds will be processed within 10 business days after we receive and inspect the returned items.
The time it takes for the refund to appear in your account depends on your payment method and financial institution:
- Credit/Debit Cards: Typically 5-10 business days after processing
- PayPal: Usually 3-5 business days after processing
- Bank Transfers: Typically 5-7 business days after processing
How to Request a Refund
To request a refund, please follow these steps:
- Log in to your CS Gaming Hub account
- Navigate to the "My Purchases" or "Transaction History" section
- Find the transaction you wish to request a refund for
- Click the "Request Refund" button next to the transaction
- Complete the refund request form, providing the reason for your request
- Submit your request
Alternatively, you can contact our support team directly at support@csgaminghub.com with the following information:
- Your full name
- Email address associated with your account
- Order/Transaction ID
- Date of purchase
- Reason for requesting a refund
- Any supporting documentation (if applicable)
Exceptions to the Refund Policy
CS Gaming Hub reserves the right to consider exceptions to this refund policy on a case-by-case basis. We understand that exceptional circumstances may arise, and we will review such situations with fairness and consideration.
Situations that may warrant special consideration include:
- Medical emergencies (documentation may be required)
- Natural disasters or other events beyond the customer's control
- Technical issues on our platform that significantly impact user experience
To request an exception, please contact our support team with detailed information about your situation.
Changes to This Policy
We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. It is your responsibility to review this policy periodically for changes. Your continued use of our services after any modifications indicates your acceptance of the updated Refund Policy.
Contact Information
If you have any questions about our Refund Policy, please contact us at:
CS Gaming Hub
Flat 46l Evie Plain, Turnertown TA1 3TF
Email: support@csgaminghub.com or info@csgaminghub.com
Phone: +44 385 819 2821
