Cancellation & Refund Policy
At Ace Avia, we are dedicated to providing a hassle-free experience for our users. We understand that situations may arise where you need to cancel or request a refund. This policy details how cancellations and refunds are managed on our platform.
1. User Cancellations
Before Contest Start: You can cancel your contest entry before the contest begins, provided the cancellation window (visible on the contest page) is still open. If canceled within this window, the entry fee will be refunded to your account.
After Contest Start: Once a contest is underway, cancellations are no longer allowed, and entry fees become non-refundable, as the contests are based on live events.
2. Cancellations by Ace Avia
Low Participation: If a contest does not meet the minimum participant requirement, Ace Avia reserves the right to cancel it. In such cases, entry fees will be fully refunded to all participants.
Technical Problems: If a contest is canceled due to technical errors or unexpected events, affected participants will receive a full refund.
Rule Violations: If a contest is canceled due to breaches of our Fair Play Guidelines, refunds may not be issued to participants responsible for the violations.
3. Refund Policy
Refund Eligibility: Refunds are possible under these circumstances:
- The contest was canceled by Ace Avia.
- You canceled your entry before the contest began.
- A billing or payment processing error occurred.
Refund Method: Refunds will be credited to your Ace Avia account balance for use in future contests or can be withdrawn following our withdrawal policy.
Non-Refundable Situations: Refunds will not be granted in the following cases:
- Disqualification due to violations of our rules.
- Losses incurred based on player performance in a contest.
- Refund requests submitted after a contest has started or ended.
4. Withdrawing Account Balance
Requesting a Withdrawal: You can request to withdraw your account balance at any time, provided the amount meets the minimum threshold.
Processing Time: Withdrawals are typically processed within 3-5 business days.
Fees: A processing fee may apply to withdrawals, which will be displayed during the withdrawal process.
5. How to Request a Cancellation or Refund
Contact Support: To initiate a cancellation or refund, reach out to our support team at [email protected] with your account details, contest information, and the reason for your request.
Review Process: Our team will review your request and respond within 24-48 hours.
6. Policy Updates
Ace Avia may update this Cancellation & Refund Policy as needed. Any changes will be posted here, and we encourage you to check this page periodically for updates.
7. Contact Information
For any questions or concerns about this policy, please reach out to us at [email protected].