Refund Policy - D1 Arena

Refund Policy

Last Updated: August 16, 2026

D1 Arena is committed to fair and transparent refund practices. This policy outlines when refunds are available and how to request them. Stripe is the current payment processor. Refunds use the original payment method when supported or the applicable D1 tournament/refund ledger where the feature expressly uses an internal credit. D1 does not offer a general consumer wallet deposit or add-funds product.

1. Tournament Entry Fees

• Before Tournament Starts: Full automatic refund to your D1 Arena wallet when you cancel your registration from the tournament page or "My Matches" dashboard. Solo entrants and team members both receive their paid entry back as long as the tournament is still in registration status and has not started.
• Team Owner Withdrawal: If a team owner withdraws an entire team before the tournament starts, every paid team member is automatically refunded.
• After Tournament Starts: No refunds. Entry fees are committed to the prize pool once the tournament begins.
• Tournament Cancelled by Admin: Eligible paid entries use the tournament refund workflow. Timing depends on the cancellation, ledger processing, payment status, disputes, and provider requirements.
• Disqualification: No refund if disqualified for rule violations.

2. Platform Subscriptions (PRO, Ultimate, and Partner where billed)

• No Partial-Period Refunds: Platform subscription fees are non-refundable once charged. You may cancel at any time from Settings → Platform Subscription → Cancel Subscription, and your benefits will continue until the end of the current billing period.
• Failed Renewals: If a renewal payment fails, Stripe will retry per its standard dunning schedule. After the final failure your subscription will downgrade to Starter automatically.
• Lifetime Grants: Admin-granted lifetime subscriptions cannot be converted to cash and any prior Stripe subscription is automatically cancelled when the grant takes effect.

3. Supporter Subscriptions (Channel Subscriptions)

• General Policy: Supporter subscriptions are non-refundable as they directly support content creators.
• Fraudulent Charges: Contact support immediately if you believe your account was compromised. Verified unauthorized charges will be refunded in full and the offending session terminated.
• Streamer Account Banned: Supporter subscriptions to a streamer who is permanently banned may be refunded at D1 Arena's sole discretion based on the timing of the ban and the remaining unused subscription period. Refunds in these cases are reviewed manually by our support team.

4. Tips and Donations

• General Policy: Tips to streamers and teams are non-refundable. They are voluntary payments to support creators.
• Accidental Tips: If you accidentally sent the wrong amount, contact support within 24 hours. We may assist at our discretion.
• Chargebacks: Initiating chargebacks for legitimate tips may result in account suspension and a wallet deficit being recorded against your account.

5. Gift Subscriptions

Gift subscriptions are targeted — you select a specific recipient when purchasing. Once a gift subscription has been delivered to the chosen recipient, it is non-refundable. If the recipient is no longer eligible at the time of processing (for example, the account was deleted between purchase and delivery), our support team will review the case and may issue a refund or wallet credit on request.

6. Merchandise Purchases

• Within 14 Days: You may request a refund for merch orders within 14 days of purchase.
• Refund Process: Submit a refund request from your Purchases dashboard. The seller will review and approve or deny within a reasonable timeframe.
• Physical Items: Return shipping is the buyer's responsibility unless the item was damaged or not as described.
• Digital Items: Refunds for digital products are at the seller's discretion, as the product is delivered immediately.
• Seller Denial: If a seller denies your refund request and you believe it was unjust, contact D1 Arena support for dispute resolution.
• Processing Time: Approved refunds are returned to the original payment method within 5-10 business days.

7. Advertising Spend

Ad campaign spending is non-refundable once impressions have been served. If a campaign is paused, ended, or rejected before all budget is spent, the remaining unspent balance is automatically credited back to the advertiser account.

8. D1 Cred (Channel Points)

D1 Cred has no monetary value and is not eligible for refund or cash conversion under any circumstances. When a prediction or poll is cancelled or voided, wagered D1 Cred is automatically returned to participants.

9. D1 Frenzy (Stream Hype Bar)

D1 Frenzy is the live stream hype meter that fills as viewers tip and subscribe during a stream. Contributions to a Frenzy session are processed as regular tips or subscriptions and follow the refund rules in sections 3 and 4 above. The Frenzy mechanic itself does not change refund eligibility.

10. Sales Tax, VAT, and GST on Refunds

• When a refund is processed, any sales tax, VAT, or GST collected on the original transaction is also refunded.
• Tax refunds are handled automatically by Stripe Tax.

11. Disputes and Chargebacks

If Stripe receives a chargeback or dispute on a transaction, D1 Arena automatically reverses the corresponding internal transaction (tip, subscription, or tournament entry) and may record a wallet deficit against the disputing user. Repeated or fraudulent chargebacks may result in account suspension. We always prefer that you contact us first — most issues can be resolved without a chargeback.

12. How to Request a Refund

1. Visit our Support Center with subject "Refund Request".
2. Include your username and the transaction details (amount, date, recipient, transaction ID if available).
3. Explain the reason for your refund request.
4. Support reviews the request based on the transaction, available records, policy, provider status, and workload; no fixed review time is promised.

13. Refund Processing

• Method: Refunds are processed to the original payment method via Stripe when possible. Some tournament refunds or in-platform adjustments may be recorded in the applicable D1 ledger when that is how the feature is implemented.
• Processing Time: 5-10 business days depending on your bank.

14. Exceptions

We reserve the right to refuse refunds in cases of:

• Abuse of the refund system
• Violation of Terms of Service
• Fraudulent activity
• Repeated refund requests on the same transaction

15. Contact Us

For refund questions or disputes, contact us at our Support Center.