REFUND & CANCELLATION POLICY

1. Cancellation Policy

Cancellations will only be considered if the request is made within 24 hours of placing the order/joining a tournament. However, cancellation requests may not be entertained once a tournament slot has been confirmed and the event has been communicated to participants.

Flame Esports does not accept cancellation requests for entry fees once a match lobby has been initiated or credentials have been shared.

2. Wallet Deposits

All money deposited into the Flame Esports wallet is instantly converted into virtual "Coins" (₹1 = 1 Coin).

• Non-Refundable: Direct deposits made into your wallet are strictly non-refundable once credited. Once you load funds, they must be utilized to participate in tournaments.
• Failed Transactions: If a payment is deducted from your account but not credited to your wallet, please contact our support team immediately with the transaction ID and screenshot. We will investigate and resolve within 3–5 business days.
• Chargebacks: Initiating fraudulent chargebacks or dispute reports with your bank without contacting our support team first will lead to immediate, permanent account termination.

3. Tournament Entry Fee Refunds

Paid entries are governed by strict match conditions:

• Tournament Cancelled by Admin: If a tournament is cancelled by Flame Esports or the host admin, 100% of the entry fee (Coins) will be returned to your wallet balance automatically.
• Lobby / Server Issues: If a custom match cannot be played due to lobby glitches, incorrect password sharing by admin, or server issues attributable to us, you will receive a full refund of your entry fee.
• No-Shows (No Refund): If you fail to join the room lobby on time (credentials are shared 10–15 minutes prior to start time) or if you are removed from the lobby due to mismatching IGNs/Character IDs, you will not receive a refund.
• Cheating / Fair Play Violation: If you are found teaming, cheating, using emulators/hacks, or violating fair play terms, you will be disqualified immediately with zero refund.

4. Disputes & Quality Complaints

In case of complaints regarding prize distribution, incorrect match results, or technical issues that affected your participation, please report to our customer service team within 24 hours of the event concluding.

The request will be entertained once our admin team has checked and determined the issue. The customer service team, after reviewing your complaint, will take an appropriate decision.

5. Withdrawal Terms

Users can withdraw winnings under the following conditions:

• Minimum Withdrawal: The minimum amount you can withdraw is ₹30 (30 Coins).
• Processing Timeline: Withdrawal requests are processed manually within 12 to 24 hours. In case of any approved refunds by Flame Esports, it will take up to 1–3 business days for the refund to be processed to your original payment method.
• Account Match: The name on your withdrawal UPI ID or Bank account must align with your registered profile details. Payments to third-party accounts are flag-checked for safety.

6. Contact for Refund Requests

For all refund, cancellation, or payment dispute queries, please contact our support team:

📧 Email: support@flameesports.com
🕐 Business Hours: Monday – Friday, 9:00 AM – 6:00 PM IST