1. Overview
The platform does not collect or handle money. Virtual Esports is a tournament & scrim management platform — it manages registrations, team slots, brackets, room credentials, results verification, event chat and organizer ratings. Any entry fees or prizes for an event are arranged directly between you and the organizer who runs it, entirely outside the app. The money never touches Virtual Esports.
Because of that, refunds of entry fees are handled through the organizer of the event you registered for, governed by the competition rules you agreed to at registration. This policy explains how that works, and how the platform can help if something goes wrong.
2. What Virtual Esports handles
Virtual Esports manages everything around the competition — publishing events, filling team slots, generating brackets, delivering room credentials, verifying match proof with AI OCR, running event chat, and recording organizer ratings and dispute logs. It does not handle any part of the money side of an event, including refunds.
3. Event cancelled by the organizer
If an organizer cancels a scrim or tournament before it starts, refunds of entry fees are the organizer’s responsibility under the rules shown at registration. Use the event’s chat channel to message the organizer, and keep the conversation in the log — the platform’s transparent dispute log records every ruling, so there is a clear paper trail.
4. Technical failure that prevented play
If a match could not be played because of a failure on the platform’s side — a technical fault, a match that never opened, a credential delivery error — report it in the event chat and dispute log so the organizer has a verified record. Refund decisions, if any, still rest with the organizer; the platform will confirm the failure occurred so the organizer can act on complete information.
5. Duplicate or mistaken payments
Because payments happen outside the app, contact the organizer directly in the event chat if you believe you charged yourself twice or paid for a slot you didn’t get. The chat and dispute log preserve the record of your payment and messages. If an organizer refuses a valid correction, you can report them; repeat issues are reflected in their public organizer rating.
6. Player cancellation before the match starts
If you cancel your slot before a match starts, any refund is governed by the cancellation window the organizer displays for that specific event at registration. Some events offer a free-cancel window before a cut-off time; others treat slots as held on booking. Read the rules shown at registration before you register.
7. Match already started
Once a match has started, your slot has been filled and results may already be recorded and verified. Refunds once a match has begun are at the organizer’s discretion and follow the competition rules shown at registration — not a decision made by Virtual Esports.
8. Prize-related issues
Prizes are funded and arranged by the event organizer, outside the app, as set out in the applicable competition rules — the platform never pays out prizes. What Virtual Esports does guarantee is that results are OCR-verified from match proof and standings are recorded accurately, so organizers and players have a trusted record to base prize decisions on. Prize disputes are resolved directly between participants and the organizer under those competition rules.
9. How to raise an issue
If you believe a refund is due from an organizer:
- Check the competition rules and cancellation window shown when you registered.
- Message the organizer directly in the event chat and ask to resolve it.
- If it isn’t resolved, open a dispute in the event’s dispute log so it becomes transparent and documented.
- Still stuck? Email hello@virtualesports.in with your registered account details, the event, and a summary of your messages — we can help escalate it, review the record, and reflect the outcome in the organizer’s rating.
Remember: Virtual Esports does not hold or transfer your money, so it cannot and will not make a payment or refund on behalf of an organizer.
10. Questions
If anything here is unclear, or you need help resolving an event issue, contact us at hello@virtualesports.in.