Refund Policy

Overview

Policy Overview

VORTEX eSports is committed to fair financial practices. This Refund Policy governs all entry fees paid for Vortex Champion League and related tournaments. Please read this policy carefully before making any payment.

Refund requests must be submitted through official VORTEX eSports support channels. Payments made to unofficial accounts or non-verified admins are not covered by this policy.

Quick Reference

Refund Eligibility Summary

Situation	Refund Status	Timeline
Tournament cancelled by VORTEX before it begins	Full Refund	5–7 business days
Withdrawal request 48+ hours before tournament	Full Refund	3–5 business days
Withdrawal request 24–48 hours before tournament	50% Refund	5–7 business days
Withdrawal request less than 24 hours before tournament	No Refund	—
Payment failure / duplicate payment	Full Refund	3–7 business days
Tournament cancelled after commencement (partial)	Partial / At Discretion	7–10 business days
Disqualification for rule violations	No Refund	—
No-show / absent from match without notice	No Refund	—
Banned / suspended account	No Refund	—

Section 01

Entry Fee Refunds

1.1 Voluntary Withdrawal

Players who wish to withdraw from a tournament after paying the entry fee may request a refund subject to the following conditions:

• 48+ hours before tournament start: Full refund of entry fee, processed within 3–5 business days
• 24–48 hours before tournament start: 50% refund of entry fee, processed within 5–7 business days
• Less than 24 hours before tournament start: No refund issued. Entry fees are non-refundable at this stage as match room assignments and brackets have been prepared

1.2 How to Request a Withdrawal

1. Contact VORTEX eSports support via WhatsApp (+91 6393062931) or Discord
2. State your Player UID, tournament name, and reason for withdrawal
3. Provide proof of payment (transaction ID/screenshot)
4. Await confirmation from our support team
5. Refund will be processed to the original payment source

Section 02

Tournament Cancellation Refunds

2.1 Full Cancellation (Before Tournament Begins)

If VORTEX eSports cancels a tournament before it commences for any reason (including insufficient registrations, platform issues, or force majeure), all registered and paid participants will receive a full refund of their entry fee.

2.2 Partial Cancellation (After Tournament Has Started)

If a tournament is cancelled after it has commenced (e.g., mid-tournament server failure, widespread cheating discovered), VORTEX eSports will determine a fair resolution which may include:

• Partial refund based on how many rounds were completed
• Tournament credit for future events of equivalent value
• Rescheduling of remaining rounds
• Prize distribution based on standings at time of cancellation

2.3 Postponement

If a tournament is postponed (not cancelled), entry fees are automatically transferred to the rescheduled date. Players who cannot attend the rescheduled date may request a full refund within 48 hours of the postponement announcement.

Section 03

Disqualification Cases

Disqualification cases where no refund will be issued include:

• Using hacks, cheats, or unauthorized third-party software
• Providing false registration information or playing under a different account
• Match fixing or colluding with opponents
• Abusive or toxic behavior toward players, admins, or staff
• Sharing room IDs with non-participating players
• Violating any provision of our Terms & Conditions
• Account sharing (someone else playing on your registered account)
• Refusing to cooperate with a fair play investigation

If a player believes they were wrongfully disqualified, they may submit a formal appeal to VORTEX eSports within 24 hours of disqualification. Appeal decisions are final.

Section 04

Refund Processing Timelines

Once a refund is approved by VORTEX eSports, the following timelines apply:

Section 05

Payment Gateway Issues

5.1 Failed Transactions

If your payment fails but the amount is debited from your account:

• The amount is typically auto-reversed by your bank within 5–7 business days
• Provide us with the failed transaction ID so we can verify and assist
• Do not make a second payment until the first issue is resolved
• Contact your bank if the reversal does not occur within 7 business days

5.2 Duplicate Payments

If you accidentally paid twice for the same tournament slot:

• Contact VORTEX eSports immediately with both transaction IDs
• The duplicate payment will be refunded within 3–5 business days after verification
• We verify all registrations against payment records to detect duplicates

5.3 Wrong Amount Paid

If you paid an incorrect amount (more or less than the entry fee):

• Overpayment: The excess amount will be refunded within 5–7 business days
• Underpayment: Your registration will not be confirmed until the correct amount is paid. Contact support to arrange the balance payment

Section 06

Non-Refundable Situations

The following situations do not qualify for any refund under any circumstances:

• Withdrawal or cancellation request made less than 24 hours before the tournament
• Player fails to appear for their match (no-show) without prior notice
• Disqualification due to rule violations (see Section 03)
• Account banned by Garena/Free Fire MAX before or during the tournament
• Player's internet or device issues causing inability to compete
• Player registered under incorrect details and was subsequently rejected
• Voluntary withdrawal from an ongoing tournament mid-competition
• Payments made to unofficial or unverified accounts not associated with VORTEX eSports
• Registration for a tournament that is still scheduled and proceeding as planned

Section 07

Wallet & Payment Failure Handling

7.1 UPI Payment Failures

UPI transactions may occasionally fail due to bank server issues or network problems. In such cases:

• Check your bank statement to confirm whether the amount was debited
• If debited and not reversed within 48 hours, contact VORTEX eSports with your transaction reference
• Do not attempt the same payment again without verifying the first transaction status

7.2 Paytm / PhonePe / Google Pay Wallet Issues

Payments made via mobile wallets follow the refund policies of those platforms in addition to ours. VORTEX eSports will provide all necessary cooperation to help you recover funds in case of wallet-related payment failures.

7.3 Bank Pending Transactions

Some transactions may show as "pending" in your bank app for up to 24–48 hours. This is a bank processing delay and not a failure. Do not contact support for pending transactions within 48 hours unless the amount is debited twice.

Section 08

How to Request a Refund

To initiate a refund request, please have the following information ready:

• Your Player UID (Free Fire MAX Game ID)
• Tournament name and date
• Payment transaction ID / screenshot
• Amount paid
• UPI ID used for payment
• Reason for refund request

Response time: Within 24 hours on business days. Business hours: Monday–Sunday, 10:00 AM – 10:00 PM IST.