📋 At a Glance
🎯 Our Commitment: Chess OX aims to resolve all refund requests fairly and promptly. Please contact us before initiating a chargeback.
1. Scope of This Policy
Applies to all payments on Chessox.com (Phoenix Brothers, Tamil Nadu). Covers subscription plans (Basic, Pro, Elite), tournament entry fees, and other transactions. Governed by Indian law including Consumer Protection Act, 2019.
Covers: monthly, quarterly, annual plans, renewals, tournament fees, promotional plans. Does not cover: game result disputes, ratings, account suspension, or non-billing technical issues.
2. Subscription Refunds
🔹 7-Day Satisfaction Guarantee (First-ever subscription)
Eligible if: first time ever premium plan, request within 7 calendar days, and not substantially used (fewer than 5 premium analyses, no GM coaching session, no paid cash prize tournament entered).
How to claim: Email contact@chessox.com with subject '7-Day Refund Request', include username, transaction ID, payment date, reason. Acknowledged within 48h, processed 5-7 business days.
🔹 Resubscriptions & Upgrades
The 7-day guarantee only for first-ever subscription. Resubscribing, upgrading plans, or changing billing cycle are non-refundable unless billing error occurs.
🔹 Automatic Renewals
Non-refundable except if charged after valid cancellation or billing error. Cancel at least 24h before renewal date. Chess OX sends reminder 3+ days before each renewal.
🔹 Annual & Quarterly Plans
Cancel mid-cycle → retain access until period end. No prorated refund unless billing error or Chess OX materially reduces features without adequate notice.
🔹 Promotional Plans
Non-refundable after 7-day window (first subscription only). If first subscription and cancelled within 7 days with minimal use → refund of promotional amount paid.
3. Billing Error Refunds
Full refund for any verified billing error, subject to 30-day reporting window.
| Billing Error Type | Description | Refund |
|---|---|---|
| Duplicate charge | Two or more charges for same subscription period | Full refund of duplicate amount(s) |
| Incorrect amount charged | Amount doesn’t match displayed price | Difference refunded |
| Charge after confirmed cancellation | Renewal after written cancellation confirmation | Full refund of post-cancellation charge |
| Wrong plan charged | Charged for different plan than selected | Full refund + correct plan activated |
| Payment processed but access not granted | Debited but subscription not activated | Full refund or access granted |
| Technical platform error | Verified Chess OX error caused incorrect charge | Full refund of incorrect amount |
How to report: Email contact@chessox.com with 'Billing Error Report', include username, transaction ID, date/amount, error description, supporting evidence. Acknowledged within 24h, investigation within 5 business days, refund 5-7 business days after confirmation.
Reporting window: Within 30 calendar days of erroneous charge. Reports after 30 days reviewed at discretion.
Charge after confirmed cancellation: Refundable only if cancellation record exists. Keep cancellation email as evidence.
4. Non-Refundable Situations
- Cancellation after 7-day window (no billing error)
- Forgetting to cancel before renewal date
- Change of mind after 7 days
- Dissatisfaction with accurately described features
- Device/internet/software issues on your side
- Resubscriptions after previous cancellation
- Plan upgrades (e.g., Basic to Pro)
- Partial use of billing period after cancellation
- Account suspension due to policy violation
- Tournament entry fees after tournament commenced
- Promotional plans after 7-day window
Change of mind: Review features on free plan before subscribing; no refund outside 7-day guarantee. Forgotten renewals: Reminder sent but no cancellation = no refund. Account violations (cheating/harassment): no refund for remaining period. Feature dissatisfaction: 'coming soon' features not grounds for refund. Significant feature removal without notice? contact us, reviewed individually.
5. Tournament Entry Fee Refunds
| Situation | Refund Status | How to Claim |
|---|---|---|
| Chess OX cancels tournament before start | Full refund | Automatic within 7 business days |
| Chess OX postpones tournament | Full refund or transfer to rescheduled event | Contact contact@chessox.com |
| Player withdraws 24+ hours before start | Entry fee credit for future tournament | Email contact@chessox.com |
| Player withdraws less than 24hrs before | No refund | N/A |
| Tournament starts - player does not join | No refund | N/A |
| Tournament cancelled mid-event | Prorated refund based on rounds completed | Automatic within 7 business days |
| Billing error on entry fee | Full refund | Email contact@chessox.com with transaction ID |
Entry fee credits: Valid for 90 days, non-transferable, no cash value. Free tournament events: no refunds; if incorrectly charged, contact immediately.
6. How to Request a Refund
- Prepare your information: Chess OX username, Transaction ID (from payment email or Account Settings > Billing History), date/amount, reason for refund, supporting evidence.
- Email contact@chessox.com from registered email address. Subject:
Refund Request - [your username]. Include all details. - Receive acknowledgement within 48 hours with reference number.
- Investigation period (standard 3 business days, billing errors up to 5 days).
- Refund decision sent via email with approval/decline explanation.
- Refund processed within 5-7 business days after decision to original payment method. Bank may add 3-5 days.
⚠️ Required for all requests: username | transaction ID | date & amount | reason | supporting evidence | registered email sent to contact@chessox.com
7. Refund Timelines
| Stage | Timeline |
|---|---|
| Acknowledgement of request | Within 48 hours |
| Standard refund investigation | Within 3 business days |
| Billing error investigation | Within 5 business days |
| Refund decision | Included in investigation completion |
| Processing by Chess OX | 5-7 business days after approval |
| Credit reflected by bank | Additional 3-5 business days |
| Maximum total (approx) | 15-18 business days |
💳 Refunds returned to original payment method. If original method inactive, contact us before requesting.
8. Chargebacks & Payment Disputes
Contact us first! Email contact@chessox.com before chargeback. Our billing team resolves within 3-5 business days faster than banks. Legitimate billing concerns = no account impact.
Fraudulent chargebacks (e.g., disputing valid renewal): permanently suspend account, contest chargeback, pursue recovery. A chargeback does not entitle you to retain access.
Legitimate chargebacks: If we don't respond within timelines, you may contact your bank. We cooperate fully and no account suspension for valid chargeback due to our failure.
9. Escalation & Consumer Rights
Internal escalation: Reply to decision email with 'Refund Escalation - [username]' or email help@chessox.com with reference number. Senior team review within 7 business days.
Consumer Protection Act, 2019: Nothing in this policy restricts your rights. Unresolved dispute? Contact National Consumer Helpline: 1800-11-4000 (Mon-Sat 9:30 AM - 5:30 PM IST) or file complaint at consumerhelpline.gov.in. Approach Consumer Disputes Redressal Commission (District/State/National) based on claim value.
GST refunds: GST component refunded, revised invoice/credit note provided upon request.
1️⃣ contact@chessox.com → 48h response, 5-7 biz days resolution.
2️⃣ help@chessox.com (senior review) → 7 business days.
3️⃣ National Consumer Helpline: 1800-11-4000 / consumerhelpline.gov.in
4️⃣ Consumer Disputes Redressal Commission (CDRC) under CP Act 2019.
10. Contact Information
| Purpose | Contact |
|---|---|
| Refund requests & billing error reports | contact@chessox.com |
| Escalation & senior review | help@chessox.com |
| General account support | help@chessox.com |
| Tournament entry fee refunds | contact@chessox.com |
| GST invoice & documentation | contact@chessox.com |
| Postal address | Phoenix Brothers, Tamil Nadu, India |
| Platform | https://www.chessox.com |
Chess OX Refund Policy | Version 2.0 | Effective: June 2026
Phoenix Brothers | Tamil Nadu, India | Compliant with Consumer Protection Act, 2019 of India.