Refund Policy
Last Updated: January 6, 2026 | Effective Date: January 6, 2026
Overview
This Refund Policy applies to all payments made through Playcut, LLC, including bids to skip the line in gaming queues. Please read this policy carefully before making a payment.
Key Principle: PlayCut facilitates transactions between Players and Hosts. Once a queue session is completed, refunds are generally not available.
1. General Refund Rules
1.1 No Refunds for Completed Sessions
Once you have played with a Host (your turn has come and the session occurred), refunds are not available. This applies even if you're dissatisfied with the experience, as the service has been rendered.
Why: Hosts have fulfilled their commitment by playing with you. We cannot reverse time spent.
1.2 Partial Refunds for Cancellations
If a Host cancels the entire queue before your turn:
- ✅ You receive a full refund of your bid amount
- ✅ Refund processed automatically within 5-10 business days
- ✅ Email confirmation sent
If a Host skips your turn (moves to next player unfairly):
- ✅ You may request a full refund
- ⚠️ Contact support@playcut.gg with your Queue ID
- ⏱️ Refund reviewed within 2 business days
1.3 No Refunds for Voluntary Queue Exits
If you leave a queue voluntarily before your turn:
- ❌ No refund available
- Why: Your bid secures your spot; leaving forfeits your position
- Tip: Only bid if you're committed to waiting
2. Refund Scenarios
✅ You ARE Eligible for Refund:
| Scenario | Refund Amount | How to Request |
|---|---|---|
| Host cancels entire queue | 100% | Automatic |
| Host skips your turn unfairly | 100% | Email support |
| Technical error (charged twice) | 100% | Email support |
| Queue never starts (Host no-show) | 100% | Automatic after 24h |
| PayPal/payment processing error | 100% | Email support |
❌ You are NOT Eligible for Refund:
| Scenario | Reason |
|---|---|
| You played with Host (session completed) | Service rendered |
| You left queue voluntarily | Your choice |
| You didn't like the Host's playstyle | Subjective experience |
| You changed your mind | Bids are commitments |
| You lost the game | Outcome not guaranteed |
| You waited longer than expected | Wait time estimates |
| You didn't read queue rules | Your responsibility |
3. Dispute Resolution
3.1 How to Dispute
If you believe you're entitled to a refund:
Step 1: Contact PlayCut Support
- Email: support@playcut.gg
- Include: Queue ID, payment confirmation, reason for dispute
- Response time: 2-3 business days
Step 2: Provide Evidence
- Screenshots (if applicable)
- Explanation of what went wrong
- Any communication with the Host
Step 3: Await Decision
- We review your case manually
- Decision made within 5 business days
- Both parties may be contacted for clarification
3.2 Dispute Outcomes
Refund Approved:
- Processed to original payment method
- 5-10 business days to appear in your account
- Host's payout adjusted accordingly
Refund Denied:
- Explanation provided via email
- You may escalate to PayPal (see Section 5)
4. Chargebacks
4.1 Don't Initiate Chargebacks Directly
Please contact us first before disputing with your bank. Chargebacks:
- Result in fees charged to PlayCut ($15-25 per chargeback)
- May result in account suspension
- Can damage Host relationships
4.2 If You File a Chargeback
- Your account may be suspended pending investigation
- If chargeback is deemed fraudulent, account will be permanently banned
- You may be liable for chargeback fees and legal costs
Better Option: Work with our support team for a fair resolution.
5. PayPal Dispute Process
All payments are processed through PayPal. If you're unable to resolve a dispute with PlayCut, you may file a dispute directly with PayPal:
How to Dispute via PayPal:
- Log in to your PayPal account at paypal.com
- Go to the Resolution Center
- Locate the transaction and click "Report a Problem"
- Follow the prompts to file a dispute
Note: PayPal may rule in favor of the Host if service was rendered.
6. Refund Processing Times
Approved Refunds:
- Issued within 1-2 business days of approval
- Credit Card: 5-10 business days to appear
- Debit Card: 5-10 business days to appear
- PayPal (if applicable): 3-5 business days
Delays:
- Bank processing times vary
- Holidays may cause delays
- International transactions may take longer
7. Host Responsibilities
7.1 Hosts Cannot Issue Refunds Directly
Only PlayCut can process refunds. If a Host promises you a refund:
- ❌ Do not accept direct payments outside PlayCut
- ✅ Ask them to contact support@playcut.gg
7.2 Host Penalties for Frequent Refunds
Hosts with excessive refund requests may face:
- Warning notices
- Temporary queue creation limits
- Account suspension
- Permanent ban (for fraud or abuse)
8. Special Circumstances
8.1 Technical Issues
If PlayCut experiences a platform-wide outage during your queue session:
- ✅ Partial or full refund may be issued
- ✅ Based on how much of the session occurred
- ✅ Automatically credited or contact support
8.2 Force Majeure
We are not liable for refunds due to events beyond our control:
- Natural disasters
- Government actions
- Internet outages affecting the Host
- Game server outages (not controlled by PlayCut or Host)
However: We will work with you to find a fair solution.
8.3 Promotional Credits
- Refunds only apply to the amount you actually paid.
- Referral Bonuses: All referral rewards are provided as **Promotional PlayCredits**. These credits can be used for platform participation but carry zero cash value and are strictly non-withdrawable.
- Other promotional value is not refundable.
9. Account Suspension & Refunds
If your account is suspended or banned:
- Pending queue sessions: Refunded
- Completed sessions: Not refunded
- Unpaid Host earnings: Forfeited if suspended for fraud
10. Changes to This Policy
We may update this Refund Policy from time to time. Changes will be effective immediately upon posting. Continued use of PlayCut after changes constitutes acceptance.
Version History:
- v1.0 (December 1, 2024) - Initial version
11. Contact Us
For refund requests or questions:
Email: support@playcut.gg
Subject Line: "Refund Request - [Queue ID]"
Response Time: 2-3 business days
Please Include:
- Your account email
- Queue ID
- Payment confirmation/receipt
- Reason for refund request
- Any supporting evidence
12. Legal Rights
This Refund Policy does not affect your statutory rights under local consumer protection laws. Depending on your jurisdiction, you may have additional rights (e.g., EU Consumer Rights Directive, FTC regulations).
Quick Reference
✅ DO Contact Us If:
- Host cancels queue entirely
- Host skips your turn unfairly
- You're charged twice by mistake
- Queue never starts (Host no-show)
- You experience a technical error
❌ DON'T Expect Refund If:
- You played and session completed
- You left queue on your own
- You didn't like Host's playstyle
- You changed your mind
- You didn't read queue rules
⏱️ Refund Timeline:
- Contact support: Immediate
- Review & decision: 5 business days
- Refund processing: 1-2 days
- Funds in account: 5-10 business days
Remember: The best way to avoid refund issues is to carefully read queue rules before bidding and only bid on queues you're committed to joining.