Refunds and cancellations

This policy explains when you get your money back for a game or a tribute on Devotions, and how. It's part of our Terms of Service.

The short version

• Whenever we refund a payment, we refund the service fee on it too. A full refund returns everything you paid. A partial refund returns the same share of the fee.
• A run that never starts is refunded in full, and in most cases automatically.
• Before your first play, you can cancel a run and get everything back.
• Once your run has started, its result stands, unless something went wrong on our side.
• Tributes are gifts. We refund them only for mistakes and payments you didn't make.
• Please contact us before you dispute a payment with your bank. It's quicker for you.

Who handles refunds

We do. You pay us when you pay on Devotions (see Who you're paying), so refunds come from us, not from the creator. A creator can ask us to refund a payment made to them.

Runs we refund automatically

We refund your entry and its service fee, everything you paid, without you asking, when:

• your run is still waiting in the creator's queue when the stream ends: the refund starts within 15 minutes of the stream ending,
• your turn hasn't come 12 hours after you paid, while the creator is live,
• you paid for a run on stream but the creator had already gone offline, or can no longer take payments,
• the creator removes you from their queue,
• you paid for a run you play yourself and didn't start it within 30 days,
• a fault on our side stops your game from working, even partway through. We charge nothing more for that run.

Your right to cancel a run

When you buy something online you usually have 14 days to change your mind. A run starts straight away, so at checkout you tick a box to say you want your run to start now and that you lose your right to cancel once it starts.

• Before your first play, you can still cancel. Email [support email address: to be added] with your run link (it's in the confirmation email we send when you pay) and we refund everything you paid, including the service fee. For a run on stream, your first play is when the creator plays your turn.
• After your first play, you can't cancel. The result stands, and we charge it as the Terms explain.

You don't need a form to cancel. An email that says you want to cancel is enough.

After your run has started

You can't get a refund because you don't like the result. We do refund when:

• we charged you more than your run decided, or more than the maximum you were shown,
• you were charged twice for the same thing,
• you didn't make or allow the payment (tell your bank as well),
• a fault on our side changed your run's result. We refund the charges it affected.

If your run ends early because you stopped playing or the stream ended, you're charged only for the total your run reached. There's nothing to refund for plays you didn't use.

Tributes

A tribute is a voluntary gift, and you get nothing in return. We don't refund a tribute because you changed your mind. We do refund a tribute that:

• was charged twice or for the wrong amount,
• you didn't make or allow,
• was sent by someone under 18,
• the creator asks us to refund.

If the charge at the end of your run fails

This isn't a refund, but it's worth knowing. The amount is still owed. We email you a link to pay it, your run page has the same link, and if you paid while signed in it's on your account page too. You can't start another run with that creator until you pay. The Terms explain the details.

How you get your money back

• We refund to the card you paid with, in the currency you paid in. Stripe emails you a receipt for the refund.
• We start the refund as soon as we agree it. Your bank usually shows it within 5 to 10 working days.
• If that card has been closed, your bank normally passes the refund on to you. If it can't, contact us.

Asking for a refund

Email [support email address: to be added] with the link to your run page or the creator's page, the date and amount, and what went wrong. We reply within 5 working days. When we agree a refund, you get it within 14 days.

Disputes and chargebacks

• Please contact us first. We can usually sort it out faster than your bank.
• If you dispute a payment with your bank, we send Stripe the record of what you were shown and agreed to at checkout and, for a game, every result of your run.
• When a payment is disputed, we take the creator's share back from their Stripe balance, and the payment stops counting on leaderboards.
• If you dispute a payment you made and received what you paid for, we may close your account.

Payment links

Payments through a creator's payment links, such as crypto, Throne or YouPay, don't go through us, so we can't refund them. Ask the creator or that service. Crypto payments usually can't be reversed.

Contact us

Operator

[operator's legal name: to be added]

Address

[operator's postal address: to be added]

Email

[support email address: to be added]

Website

devotions.vercel.app