Refund and Cancellation Policy
This Refund & Cancellation Policy explains how refunds are handled for hosting packages, registrations, participation fees, subscriptions, and other paid digital services offered through Xfitconnect.
1. Policies that apply
This unified policy applies to paid services on Xfitconnect. A paid event or challenge may also display Organizer Refund Terms describing its specific eligibility rules, deadlines, deductions, and process. Those terms supplement this policy.
The checkout identifies whether payment is collected by Xfitconnect or directly by the organizer. This determines who can issue an approved refund.
2. Payments collected by Xfitconnect
For payments collected by Xfitconnect, refund eligibility is determined under this policy and any applicable Organizer Refund Terms. An eligible and approved refund will ordinarily be returned to the original payment method through the active payment provider.
3. Payments collected directly by an organizer
When payment is collected directly by an organizer, the organizer is solely responsible for determining refund eligibility and issuing any refund under the applicable Organizer Refund Terms. Xfitconnect does not hold those payment funds and cannot independently issue or guarantee the refund.
Xfitconnect may assist with communication, status tracking, and reasonable follow-up on a best-efforts basis. This facilitation does not transfer the organizer's refund obligation to Xfitconnect.
4. Organizer hosting fees
Unless different terms are shown before purchase, a challenge or event hosting fee may be refunded only when both of the following are true:
- the request is made on the same calendar day that the challenge or event was created
- no participant has joined or registered
Once a participant has joined or registered, or after the same calendar day has ended, hosting fees are generally non-refundable because digital setup, access, listing, configuration, or operational services have begun.
5. Participant registration and participation fees
Unless different Organizer Refund Terms are displayed before payment, a participant fee is eligible for refund only when the request is made at least 10 calendar days before the event or challenge start date.
Requests made within 10 calendar days of the start date are generally not eligible unless the event or challenge is cancelled, the displayed Organizer Refund Terms provide otherwise, Xfitconnect approves an exception for a verified platform issue, or applicable law requires a refund.
6. Official Club events and challenges
Paid events and challenges operated by the Official Club use this policy by default. If different terms are explicitly displayed for a particular Official Club event or challenge before payment, those Organizer Refund Terms also apply.
7. Subscriptions and recurring services
A subscription remains active for the purchased billing period. Cancelling stops future renewal but does not ordinarily result in a partial refund for unused time in the current billing period, unless otherwise displayed or required by law.
8. Duplicate charges and billing errors
Report a suspected duplicate or incorrect charge promptly. If Xfitconnect verifies an erroneous Xfitconnect-collected charge, we will make reasonable efforts to correct it, including an appropriate refund where applicable. For direct organizer payments, the organizer must correct the charge.
9. Technical issues
If a verified Xfitconnect issue prevents access to a paid service, the available resolution may include restored or replacement access, transfer, credit, or refund depending on the circumstances and applicable law.
10. Cancellations
Cancellation or withdrawal does not automatically guarantee a refund. Eligibility depends on this policy, applicable Organizer Refund Terms, the collection mode, the cancellation reason, and the date of the request.
If an organizer cancels an event or challenge, affected participants will be given refund or resolution information through the available Xfitconnect communication and status channels.
11. Fees charged by third parties
Bank, card-issuer, currency-conversion, or other third-party charges may be outside Xfitconnect's control. Whether a gateway or processing fee is refundable will be disclosed where required and may depend on the provider and applicable law.
12. Refund processing time
After an eligible Xfitconnect-collected refund is approved and submitted, it will typically be sent to the original payment method within 7–10 business days. The time for funds to appear may vary by payment provider or financial institution.
For direct organizer payments, the processing timeline is controlled by the organizer and its payment method.
13. Requesting help
Use the refund, withdrawal, or support action shown for the applicable event, challenge, registration, or payment. You may also contact support@xfitconnect.com with your name, account email, order or payment reference, event or challenge, transaction date, and reason for the request.