Refund Policy

1. Current Payment System

ChessNam operates as a payment facilitator, processing tournament entry fees through our secure PayMongo integration. We collect payments, retain platform fees, and facilitate tournament registrations and collect entry fees. Refund policies vary by component: entry fees (organizer policy), platform fees (ChessNam policy), and processing fees (non-refundable).

2. How Our Payment Processing Works

2.1 Current Process

1. Players select tournament and register one or multiple players
2. Each player is assigned to categories with specific entry fees
3. Payment is processed through PayMongo using GCash
4. Total payment includes entry fees + 0.5% platform fee + 2.5% processing fee
5. Registration is confirmed instantly upon successful payment
6. Entry fees are collected for organizer management (minus platform fees)

2.2 ChessNam's Role in Payment Processing

• We process all payments through our PayMongo integration
• We collect and retain platform fees (0.5% of entry fees)
• We manage payment confirmations and registrations
• We facilitate refund processing when applicable
• Entry fees are collected and available for organizer access and management

3. Refund Responsibilities and Components

3.1 No Refund Policy

3.2 Rare Exceptions to No-Refund Policy

3.3 Why No Refunds?

• Tournament Planning: Organizers plan based on confirmed registrations
• Entry Fee Collection: Entry fees are collected but managed by organizers
• Payment Processing: PayMongo charges are non-refundable
• Administrative Costs: Platform fees cover non-refundable operational costs
• Fair Play: Prevents last-minute withdrawals that affect tournament integrity

3.4 Player Acknowledgment

• By completing payment, players acknowledge the no-refund policy
• Players should only register if they are committed to participating
• Consider all factors (schedule, ability to attend) before paying
• Tournament fees should be treated as non-recoverable expenses

4. Refund Request Process

4.1 Exception Request Process

1. Contact ChessNam support through our Facebook page
2. Provide detailed documentation of the exceptional circumstance
3. Include transaction reference number and payment proof
4. Wait for ChessNam verification (not organizer approval)
5. If approved, refund processed through PayMongo system

4.2 Exception Review Timeline

• Initial Review: 2-3 business days for eligibility
• Investigation: 5-10 business days for complex cases
• Processing (if approved): 7-14 business days via PayMongo
• Denial Notice: Immediate notification if request doesn't qualify

4.3 What is NOT Refundable

• Change of Mind: Deciding not to participate after payment
• Schedule Conflicts: Unable to attend due to other commitments
• Travel Issues: Transportation or accommodation problems
• Health Issues: Personal health preventing participation
• Emergency Situations: Family or work emergencies
• Financial Hardship: Needing money for other purposes
• Tournament Format: Dissatisfaction with tournament rules or format

5. Multi-Player Registration Refunds

5.1 Multi-Player Registration Policy

• All players in registration are non-refundable
• Cannot cancel individual players from multi-player registrations
• Full registration amount is final upon payment completion
• Consider carefully before adding multiple players to avoid losses

5.2 Registration Transfer Policy

• Player registrations cannot be transferred to other tournaments
• Cannot change player names after payment (except for typos)
• Cannot transfer registration to different categories without organizer approval
• Each tournament registration is specific and non-transferable

5.3 Documentation and Records

• Complete transaction history maintained in user accounts
• Individual receipts available for each player registration
• Refund records tracked separately for transparency
• PayMongo reference numbers provided for all transactions

6. Tournament-Specific Refund Policies

6.1 Organizer Policy Authority

Tournament organizers have the authority to set their own refund policies for their tournaments, including “no refund” policies. However, these policies must be clearly communicated and fairly applied.

6.2 Policy Disclosure Requirements

• Clear and Prominent Display: Refund policies must be clearly stated in tournament descriptions
• Before Payment: Policies must be visible to players before they make payment
• Specific Terms:If “no refunds,” this must be explicitly stated, not implied
• Exceptions: Any exceptions to no-refund policies must be clearly outlined

6.3 “No Refund” Policy Guidelines

• Policy must be stated as “NO REFUNDS” or similar clear language
• Must specify any circumstances where exceptions might apply (e.g., tournament cancellation)
• Players acknowledge acceptance of no-refund policy by participating
• Organizers must still honor any stated exceptions consistently

6.4 Mandatory Refund Situations

Even with “no refund” policies, organizers may be required to provide refunds in certain situations:

• Tournament Cancellation: If organizer cancels tournament before start date
• Fraudulent Activity: If tournament is found to be fraudulent or misleading
• Technical Issues: If platform technical issues prevent participation
• Legal Requirements: Where consumer protection laws mandate refunds
• Organizer Breach: If organizer significantly changes tournament terms after payment

6.5 Player Acknowledgment

• By completing payment via GCash, players acknowledge they have read the refund policy
• Players accept the specific refund terms stated by the organizer
• ChessNam recommends players only participate if they can afford the entry fee loss
• Players should screenshot refund policy for their records

6.6 ChessNam's Role in Policy Enforcement

• We ensure refund policies are prominently displayed on tournament pages
• We may suspend organizers who misrepresent their refund policies
• We can provide records of stated policies for dispute resolution
• We cannot override organizer refund policies or force refunds

7. Organizer Refund Obligations

7.1 Policy Consistency

• Honor all stated refund policies consistently and fairly
• Apply refund rules equally to all participants
• Do not change refund policies after players have paid
• Provide accessible contact information for refund inquiries

7.2 Processing Requirements (When Applicable)

• Process legitimate refund requests within reasonable timeframes when policy allows
• Maintain accurate records of all payments received and refunds issued
• Use the same GCash account for refunds when possible
• Provide refund confirmation details to players

7.3 Financial and Legal Responsibility

• Maintain adequate GCash balance to cover any applicable refunds
• Comply with applicable consumer protection laws in their jurisdiction
• Handle disputes and inquiries professionally and transparently
• Ensure refund policies comply with local laws and regulations

8. Technical and Processing Issues

8.1 Failed Payment Recovery

• Failed payments are automatically detected and not charged
• Webhook recovery system handles interrupted payment flows
• Double-payment protection prevents duplicate charges
• 24-hour payment completion window for technical issues

8.2 Overcharge Protection

• Automatic detection of duplicate or incorrect charges
• Immediate refund processing for verified overcharges
• Transaction reconciliation system monitors all payments
• User notification for any payment discrepancies

8.3 PayMongo Integration Issues

• Direct coordination with PayMongo for payment disputes
• Access to detailed transaction logs for investigation
• Escalation procedures for complex payment issues
• Alternative payment methods activated during service outages

9. Dispute Resolution

9.1 Verification Disputes

• Report organizers who fail to approve valid payment proof
• ChessNam will review verification records and take appropriate action
• Persistent verification issues may result in organizer suspension
• We maintain verification logs for dispute resolution purposes

9.2 Refund Disputes

• If organizers fail to honor legitimate refund requests, report to ChessNam
• We may suspend or terminate organizers who consistently violate refund obligations
• Provide documentation of refund requests and organizer responses
• We will investigate but cannot force refund payments

9.3 External Dispute Resolution

• For payment disputes, contact GCash customer support directly
• Consider filing complaints with consumer protection agencies
• Legal action may be pursued under applicable laws
• Document all attempts at resolution for legal proceedings

10. Important Disclaimers

10.1 Service Limitations

• We cannot guarantee organizer compliance with refund policies
• Verification system availability may be affected by technical issues
• We cannot prevent fraudulent organizers from joining the platform
• Platform actions against violators may not result in financial recovery

11. Before You Pay - Important Considerations

11.1 Financial Commitment

• Only pay if you are 100% committed to participating
• Treat tournament fees as non-recoverable expenses
• Ensure you have no scheduling conflicts on tournament dates
• Confirm you can afford the full amount without needing it back
• Consider potential transportation and accommodation costs

11.2 Documentation Best Practices

• Screenshot all tournament details including refund policies
• Save GCash payment confirmations and transaction details
• Keep records of all communication with organizers
• Document payment verification approval from ChessNam platform

11.3 Tournament Legitimacy Check

• Verify organizer credentials and tournament history on ChessNam
• Check that advertised prizes are reasonable compared to entry fees
• Ensure tournament details are complete and professional
• Look for organizer contact information and responsiveness
• Remember: Even legitimate tournaments are non-refundable

12. Contact Information

For questions about this refund policy or to report organizer violations:

• Contact us through our Facebook page
• Include tournament details, organizer information, and relevant documentation
• Allow 2-3 business days for response to refund-related reports
• Provide clear evidence when reporting policy violations

13. Online Courses

Courses are digital products that unlock immediately after payment. All course purchases are final and non-refundable. Many courses let you try free puzzles before buying — where a course offers them, please use them to decide whether the course is right for you.

If you were charged but the course did not unlock, or you were charged twice, message us on Facebook and we will fix it or refund the duplicate charge.

14. Policy Updates

This refund policy may be updated to reflect changes in our payment verification process, supported payment methods, or platform policies. Material changes will be communicated to users through platform notifications and email announcements.

Last Updated: October 15, 2026