1. Policy Overview
SquareBoards processes contest entries through SquareWallet™ and Stripe. Because contests involve pooled entries and automated settlement, refunds are limited to the circumstances described below.
2. When Refunds May Apply
- Contest cancellation before lock: if SquareBoards cancels a contest before entries lock, eligible entry fees are refunded to the original payment method or SquareWallet™ balance.
- Failed or voided contests: when a game is officially cancelled or voided and no valid result can be determined under published rules.
- Duplicate charges: verified duplicate transactions caused by a Platform error.
- Unauthorized transactions: after investigation confirms fraud not attributable to account holder negligence.
3. When Refunds Do Not Apply
- Completed contests with official results and automated payouts.
- Entries locked at kickoff, tip-off, or published lock time.
- User error, including incorrect picks or purchases on the wrong contest.
- Chargebacks filed without first contacting SquareBoards support.
- Promotional credits, bonus SquareWallet™ balances, or non-cash rewards unless expressly stated.
4. Partial Refunds and Credits
In rare operational situations — such as partial board fills that do not meet guaranteed-play thresholds — SquareBoards may refund unallocated entries or issue SquareWallet™ credits according to contest-specific rules displayed at entry.
5. Processing Time
- SquareWallet™ credits: typically immediate after approval.
- Card refunds: usually 5–10 business days depending on your bank.
- Stripe payout reversals: governed by Stripe and financial partner timelines.
6. How to Request a Refund
Email support@squareboards.pro with the same details if you cannot access your account.
- Sign in and open the Support Center or Message Center.
- Select Payments & Refunds and include contest ID, transaction date, and amount.
- Our team reviews requests against contest status, lock times, and SquareBank™ ledger records.
7. Chargebacks
Filing a chargeback without contacting us may result in account suspension while the dispute is investigated. We provide transaction records to payment partners to document legitimate contest participation.