Refund Policy – MatrixLounge

At MatrixLounge, we aim to provide an exciting, safe, and fully immersive gaming environment for all members and visitors. We understand that occasionally, circumstances may require a refund, and this Refund Policy is designed to outline the terms and conditions under which refunds may be issued. By purchasing memberships, session passes, or services from MatrixLounge, you agree to comply with this policy.

1. Refund Request Period

Refund requests must be submitted within 14 calendar days of the original purchase date. Requests made after this period are generally not accepted unless exceptional circumstances occur, such as technical failures directly related to our services.

2. Membership Refunds

• Monthly memberships: Refund requests within 14 days of purchase, provided less than 5 hours of gaming time has been used.
• Quarterly memberships: Refund requests within 21 days of purchase, provided less than 12 hours of gaming time has been used.
• Annual memberships: Refund requests within 30 days of purchase, provided less than 20 hours of gaming time has been used.

Partial refunds may be considered if the membership has been partially used, calculated proportionally to the remaining unused time.

3. Session Passes and Hourly Packages

• Unused prepaid gaming sessions or hourly packages are refundable if requested within 10 days of purchase.
• Once hours have been used, the purchase becomes non-refundable.
• Reservations for private gaming rooms or multiplayer arenas must be canceled at least 7 days in advance for a full refund. Cancellations 3–6 days prior are eligible for 50% refund, while cancellations less than 3 days prior are non-refundable.

4. Event and Tournament Tickets

• Tickets for tournaments, workshops, or special events may be refunded if canceled at least 10 days before the scheduled event.
• Cancellations 5–9 days prior to the event receive 50% refund.
• Cancellations less than 5 days before the event are non-refundable.
• In cases where the club cancels an event, full refunds or transfer options to a future date will be offered.

5. Non-Refundable Items

• Food, drinks, or consumables purchased at the club.
• One-time access passes once activated.
• Merchandise or gaming peripherals once removed from the club.
• Discounted services or promotional packages marked as “final sale.”

6. Technical or Service Issues

• Report the issue within 7 days of occurrence.
• Staff will attempt to resolve the problem before issuing a refund.
• If the issue cannot be resolved, a full refund or store credit will be issued.
• Issues caused by personal devices, third-party software, or network problems outside the club’s control are not eligible for refunds.

7. Accidental or Duplicate Purchases

Contact staff within 24 hours if a service, session, or membership was purchased in error or duplicated. Refunds will only be issued if the purchase has not been used or activated.

8. Refund Processing

• Approved refunds are returned to the original payment method within 7–10 business days.
• Processing times may vary depending on banks or payment providers.
• Store credit may be offered as an alternative if a refund to the original payment method is not possible.

9. Abuse of Refund Policy

Refund requests may be denied if:

• Multiple requests are made without valid reason.
• Fraudulent claims are detected.
• Club rules or code of conduct have been violated.

Abuse of the policy may result in restricted access or membership termination.

10. Legal Rights

This policy does not limit any consumer protection rights provided under applicable laws. All statutory entitlements will be fully honored.

11. Contact Information

For all refund requests, provide receipts, booking details, or membership information to our staff. Each request will be reviewed individually to ensure a fair and transparent resolution.