Refunds & disputes

Automatic refunds

You don't need to ask. We do these for you:

• Event cancelled before round 1. Every entry fee returns to the player's wallet within minutes. No action required.
• Event cancelled mid-event. Pro-rated: players who played a partial event keep their game results for rating purposes, but entry fees are refunded fully.
• You withdrew before the event started. Use the "Withdraw from event" button on the event page any time before round 1 — your entry fee returns to your wallet instantly.
• A withdrawal transfer failed. If Paystack rejects the transfer (wrong account number, account inactive, etc.), the deducted amount is restored to your wallet automatically within 30 minutes. No action.
• A 1v1 challenge wasn't accepted. Stakes held while waiting for the opponent to accept are released back to the proposer if the challenge expires.
• A Hustle session ends with money on the table. Your remaining session wallet returns to your main wallet when you close the session.

The 14-day dispute window

For situations that aren't auto-refunded, you have 14 calendar days from the transaction date to dispute it. Examples:

• You believe a prize amount was wrong (e.g., final standings disputed)
• A game result was reported incorrectly
• A deposit went through but didn't credit your wallet
• A withdrawal completed but the funds didn't reach your bank

After 14 days, the transaction is considered settled and cannot be reversed — except in cases of confirmed fraud or admin error on our side.

How to dispute

1. Find your transaction ID

On the wallet page, find the row in your transaction history. The ID is the internal UUID — you can copy it from the row or from the CSV export. It looks like:

3b9a8d4e-7c2b-4f5a-9e1d-2c4f6e8a9b0c

2. Email support

Send support@64sqrs.live with the subject "Dispute · [your transaction ID]". Include:

• The transaction ID
• Your registered email or Lichess ID
• What you expected vs what happened
• Any context — game URLs, screenshots, witness players

3. We respond within 48 hours

Most disputes resolve in one round-trip. We pull the transaction's audit log, check our cron + webhook records, and either confirm + reverse, confirm + decline, or ask for more info.

If we agree with you, the refund posts to your wallet within 24 hours of confirmation. If we don't, you'll get a written explanation and the option to escalate.

Escalation

If you don't agree with the first-level response, reply to the ticket asking for review by a senior admin. We commit to:

• A second review within 5 business days
• A final written decision, with reasoning, that explicitly cites the relevant rules

If after escalation you remain unsatisfied, you may pursue formal dispute resolution through the Lagos State Multi-Door Courthouse (the standard small-claims path for Nigerian fintech disputes), or any other forum your contract or law allows. We will cooperate.

Chargebacks

If you initiate a chargeback with your card issuer for a deposit instead of disputing through us, your 64SQRS account will be frozen until the chargeback resolves. This isn't punishment — Paystack requires it to protect the platform. If the chargeback succeeds, the disputed amount and any derived activity (entries, prizes) are reversed.

Talk to us first. It's faster and easier than a chargeback.

Fraud

If you spot suspicious activity on your account — a deposit you didn't make, a withdrawal you didn't request — email support immediately and we'll freeze the account pending review. Confirmed fraud refunds in full, no time limit.

What we won't refund

• Losses from games played fairly. Chess has winners and losers; entry fees fund the prize pool.
• Hustle stakes you lost in a clean game. The stake was decided up front and the game was played.
• Withdrawals you regret. Once Paystack confirms a transfer to your bank, it's final from our end.
• Sponsorship contributions to events that completed normally. Sponsorship is a one-way contribution to a prize pool.

When in doubt, ask. We'd rather have a conversation about a borderline case than have you feel cheated. Email support anytime.