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 displays the organizer's selected participant-cancellation option and the amount rule before payment.

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, a participant request does not cancel a ticket, remove access, or move money. The organizer approves or rejects the request in Xfitconnect. Xfitconnect calculates and submits an approved online refund to the original payment method.

Where the refundable amount is funded by the organizer, Xfitconnect may recover or adjust that amount against the organizer's unsettled or future payouts before submitting the refund. If sufficient eligible organizer funds are not yet available, an approved refund may remain pending until those funds become available. Xfitconnect does not represent a pending recovery as a submitted or completed refund.

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

The organizer selects either no participant cancellation/refund or a cancellation request within 24 hours after successful payment and before the event or challenge starts. The exact deadline is the earlier of those two times.

For an approved participant cancellation or individual organizer goodwill refund, Xfitconnect returns the amount allocated to the organizer. Technology and payment-gateway costs, including applicable GST on those fees, are not refunded. No participant or organizer can enter an arbitrary refund amount.

Any Event Base cancellation allowance or refundable organizer cancellation security deposit applies only when the organizer cancels the entire activity. It is not used for an individual participant cancellation, withdrawal, or organizer goodwill refund.

If the organizer cancels the event or challenge, Xfitconnect returns the complete captured amount through the original payment route. No participant deduction applies.

An organizer may cancel an entire event or challenge only before its configured end time. A paid challenge cancellation after its start may require Xfitconnect review. Once an event or challenge has ended it cannot be reclassified as cancelled; an eligible individual refund or support process must be used instead.

The refundable amount and the applicable rule are displayed before payment and retained with the payment record. A later change to the organizer's current policy does not change the rule frozen for an earlier payment.

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

A cancellation request is not an approved refund. Tickets remain active until the organizer approves and Xfitconnect begins the refund workflow.

Cancellation of an entire event or challenge stops further registrations, but each affected online payment keeps its own refund status until the payment provider confirms the refund. Cancelling an activity does not by itself mean that every refund has completed.

11. Fees charged by third parties

For participant-initiated cancellations, technology and payment-gateway costs and applicable GST on those fees are retained under the amount rule shown before payment. Bank, card-issuer, currency-conversion, or other external charges may remain outside Xfitconnect's control.

12. Refund processing time

Approval and submission are separate stages. If organizer funding must first be recovered from unsettled or future payouts, the refund remains pending until the required amount is available. After an eligible Xfitconnect-collected refund is 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.