Refund policy

Version 2.0 — effective 17 August 2026. This version supersedes all previous versions.
At https://chessgambit.org we strive to provide a high-quality game of chess service to our users. However, we understand that there may be circumstances where a refund is requested. This Refund Policy outlines the conditions under which you may be eligible for a refund. This Policy is to be read together with the Terms of Use, and in particular clauses 2.3 to 2.6 and 3.3 to 3.5. Where this Policy and the Terms of Use conflict, the Terms of Use prevail.
Nature of a stake
A payment made to fund a stake is not a deposit and does not create a balance that you may withdraw. Once a stake has been committed to a game, it is consumed by that game and is not refundable at your election. A refund is available only in the limited circumstances set out below, in which the game was not in fact played or was not played in accordance with these terms.
Eligible Refund Situations
You may be eligible for a refund in the following situations:
Service not provided: In the event that we are unable to deliver a game of chess to you due to circumstances on our end, such as a technical error, an incorrect stake amount being applied, or cancellation of the game, you may be eligible for a full refund of the stake concerned.
Duplicate or erroneous charge: where your payment card has been charged more than once for the same stake, or charged for a game that was never created, the excess amount will be refunded in full.
Refund Request Procedure
To request a refund, you must follow these steps:
Contact Support: send an email to our customer support team at main@chessgambit.org within 14 days of the transaction concerned.
Provide Details: clearly explain the reason for your refund request and provide any relevant details or evidence to support your claim.
Wait for Evaluation: our support team will evaluate your request and respond to you promptly.
Verification: a refund request may raise a compliance alert under clause 3.3 of the Terms of Use. Where it does, the request will be placed on hold and processed only once the review under clause 3.4 has been completed, including the provision of any documentation we request. Where the documentation is not provided, the refund may be refused in accordance with clause 3.5.
Non-Eligible Refund Situations
You are not eligible for a refund in the following situations:
Change of Mind: refund requests based on a change of mind or personal preference are not eligible.
Violation of Terms: if your refund request is in violation of our Terms of Use or any other policy published on the website, it will not be honoured.
Completed games: where a game has been played to a conclusion, the stake is not refundable, irrespective of the outcome. Dissatisfaction with the result of a game is not a ground for refund.
Winnings: a winnings balance is not refundable. It may be re-staked or paid out in accordance with clauses 2.4 and 2.5 of the Terms of Use, and a payout is not a refund.
Prohibited conduct: no refund is payable in respect of a game affected by conduct prohibited under clause 3.6 of the Terms of Use, including collusion, a pre-agreed outcome, deliberately losing a game, or the use of more than one account.
Refunds are not a means of withdrawing funds. A refund will never be paid in an amount exceeding the sum actually charged to your payment card for the transaction concerned.
Refund Processing
If your refund request is approved, we will process the refund within 30 working days. Refunds will be issued using the original payment method, such as the debit or credit card used for the transaction. A refund cannot be paid to any other payment instrument, to a third party, or by any other method.
Chargebacks: where you raise a chargeback with your card issuer in respect of a transaction, the account concerned will be suspended pending resolution and the matter will be handled with the acquirer under the applicable card scheme rules.
Contact Information
If you have questions or concerns about our Refund Policy, please contact us at main@chessgambit.org.