Scope
This Refund & Cancellation Policy explains when refunds apply to Deposits, Entry Fees, and Withdrawals on the EspoVersus Platform. It forms part of our Terms of Service. By using the Platform, you agree to this Policy.
Nature of Wallet & Deposits
Your Wallet is an in-app ledger used to pay Entry Fees and to receive Winnings. Deposits added to your Wallet are intended for participation in skill-based Tournaments and Matches. Deposit funds are generally non-refundable once used to pay an Entry Fee, except as set out below. Unused Deposit balances may be withdrawn subject to KYC, applicable limits, and these Terms.
Entry-Fee Refunds
Entry Fees are refunded to your Wallet in situations such as:
- A Tournament or Match is cancelled by EspoVersus before it begins.
- A Match is abandoned or cannot be completed due to a technical failure attributable to the Platform.
- A scheduled contest does not take place for reasons within our control.
In these cases, the Entry Fee is credited back to the Wallet balance from which it was paid.
No Refund for Disconnection or Leaving Mid-Match
Entry Fees are not refundable where you disconnect, leave, or fail to join a Match due to issues on your side, such as your internet connection, device, or third-party game. In such cases, the last recorded result governs, and any outcome or forfeiture stands. Please ensure a stable connection and a compatible device before joining a Match.
Withdrawal Processing
Eligible Winnings can be withdrawn to your verified bank account or UPI after KYC is completed. Withdrawals are typically processed within 24 to 72 hours after successful verification. A minimum Withdrawal amount and reasonable verification checks may apply. We may delay or decline a Withdrawal where we reasonably suspect fraud, multi-accounting, or a breach of our Terms or Fair Play Policy.
Failed Transactions
If a Deposit is debited from your payment method but not credited to your Wallet, or a Withdrawal fails after processing, please contact support with the transaction details. Verified failed-transaction amounts are reconciled and credited back to the correct account, usually within a few business days, subject to confirmation from the payment partner or bank.
Chargebacks
Initiating a chargeback or payment dispute without first contacting us may result in temporary suspension of your Account and Wallet while we investigate. If a chargeback is found to be unjustified, related balances may be adjusted, and repeated misuse may lead to permanent suspension. Please raise any payment concern with us first so we can resolve it quickly.
How to Request a Refund
To request a refund or report a transaction issue, use the in-app support section or email support@espoversus.com with your registered username, the transaction date and amount, and a description of the issue. We will acknowledge your request within 24 hours.
Grievance Escalation
If you are not satisfied with the outcome, you may escalate to the Grievance Officer, EspoVersus at grievance@espoversus.com. We will endeavour to resolve grievances within 15 days. Unresolved matters may be escalated further to the relevant Authority within the timelines provided under applicable law (generally within 30 days of our response).