Refund Policy

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

This policy applies to all payments on Chessox.com (operated by Phoenix Brothers, Tamil Nadu). It covers tournament entry fees, wallet deposits, premium memberships, and other transactions. Governed by Indian law including the Consumer Protection Act, 2019.

• Covers: Tournament entry fees, deposits, promotional plans, and digital goods.
• Does not cover: Game result disputes, rating adjustments, account suspensions for policy violations, or non-billing technical issues.

2. Digital Goods and Wallet Balances

Coins, premium membership, and other digital items are made available to your account immediately. Once delivered and used, they are generally not refundable except as expressly provided in this policy or required by applicable law.

3. Billing Error Refunds

Full refund for any verified billing error, subject to a 30-day reporting window.

How to report: Email contact@chessox.com with subject Billing Error Report. Include username, transaction ID, date, amount, error description, and supporting evidence. Acknowledged within 24h, investigated within 5 business days, refund processed 5–7 business days after confirmation.

4. Non-Refundable Situations (When We Will Not Refund)

We cannot refund in the following situations:

• Cancellation after the 7-day guarantee window (where no billing error occurred).
• Change of mind after 7 days.
• Dissatisfaction with accurately described features or 'coming soon' features.
• Device, local internet, or third-party software issues on the player's side.
• Account suspension or closure due to cheating, harassment, or policy violations.
• Tournament entry fees after the tournament has commenced.

5. Tournament Entry Fee Refunds

Entry fee credits are valid for 90 days, non-transferable, and have no cash value.

6. How to Request a Refund

1. Prepare your information: Chess OX username, Transaction ID (from payment confirmation email or Account Settings), date, amount, reason for refund, and supporting receipts/evidence.
2. Email contact@chessox.com from your registered email address with subject: Refund Request - [your username].
3. Receive acknowledgement within 48 hours with a tracking reference number.
4. Investigation period: Standard requests take 3 business days; billing errors up to 5 business days.
5. Refund decision: Sent via email with approval/decline explanation.
6. Refund processed: Within 5–7 business days after approval to original payment method. Bank / card processor may add 3–5 additional days.

7. Refund Timelines

8. Chargebacks & Payment Disputes

• Contact us first: Email contact@chessox.com before initiating a chargeback. Our billing team resolves legitimate issues in 3–5 business days, which is much faster than banking channels.
• Fraudulent chargebacks: Result in permanent account suspension and collection proceedings.
• Legitimate chargebacks: If we fail to respond within committed timelines, you may contact your bank without fear of adverse account action.

9. Escalation & Consumer Rights

If normal support has not resolved your refund request:

• Internal escalation: Reply to the decision email with subject Refund Escalation - [username] or email help@chessox.com with reference number. Senior team reviews within 7 business days.
• Consumer Protection Act, 2019: Nothing in this policy restricts statutory consumer rights. Unresolved disputes may be escalated to the National Consumer Helpline at 1800-11-4000 or consumerhelpline.gov.in, or to the Consumer Disputes Redressal Commission (CDRC).
• GST Refunds: For eligible refunds, applicable GST components are credited and revised credit notes issued upon request.

10. Contact Information