Refund & Cancellation Policy

1. Policy Overview

At SandPra.Tournament, we are committed to providing a transparent, fair, and competitive eSports skill-contest experience. This Refund & Cancellation Policy details the terms regarding Platform Fees, match slot reservations, and refund processing for all skill contests hosted on our platform.

All payment processing is conducted through Cashfree Payments India Private Limited, an RBI-authorized Payment Aggregator operating under PCI-DSS Level 1 security compliance standards.

2. Platform Fee — Non-Refundable Conditions

When a participant registers for a competitive skill contest and pays the Platform Fee, a dedicated custom match room slot is reserved exclusively for them or their squad. Once a slot is confirmed and the match proceeds as scheduled, Platform Fees are non-refundable under the following circumstances:

• Failure of the player or squad to join the designated custom room before the announced match start time.
• Player-side technical issues, including but not limited to: poor internet connectivity, ping spikes, device crashes, or in-game software/client update failures.
• Disqualification resulting from fair-play violations: cheating, use of unauthorized software, account sharing (smurfing), collusion, or violating platform anti-cheat rules.
• Voluntary withdrawal, change of mind, or no-show after successful registration and match slot confirmation.
• Participation by residents of restricted states where fee-based tournament participation is prohibited by applicable local law.

3. Full Refund Guarantee (Platform-Side Cancellation)

Refunds for platform-cancelled events are initiated back to the user's original payment account via Cashfree Payments within 3 to 7 business days from the date of cancellation. Participants will receive confirmation via their registered email once the refund is processed.

4. Payment Processing & Duplicate Deduction Resolution

All online payment transactions are processed securely through Cashfree Payments India Private Limited. In the event of a payment discrepancy — such as a double deduction where the platform fee was debited from your account but your tournament registration was not confirmed — our system automatically attempts to reconcile and reverse the duplicate transaction.

If a duplicate or failed payment is not auto-reversed within 24 hours, please contact our support team with the following details:

• Support Email: tournament@sandpra.com
• Subject Format: Payment Discrepancy — [Cashfree Order ID / Registered Mobile Number]
• Expected Resolution: Within 3–5 business days of raising the issue.

5. Skill Reward Distribution & Disputes

Performance-based skill rewards are distributed to verified winners within 7 business days following match completion, anti-cheat audit clearance, and official winner announcement. Rewards are transferred via the UPI/QR payment details registered in your SandPra.Tournament profile.

In the event of a reward dispute or claim, please contact our support team within 48 hours of the official match result announcement. Disputes submitted after this window may not be eligible for review.

6. Contact & Grievance Redressal

For all refund, payment, or reward queries, contact our Designated Grievance Officer:

• Email: tournament@sandpra.com
• Subject Format: Refund Request — [Your Registered Mobile / Order ID]
• Platform: SandPra.Tournament
• Location: Lucknow, Uttar Pradesh, India
• Response Time: Within 5–7 business days