Refund & Cancellation Policy

At Clonex Esports, transparency, fair competition, and player trust are our utmost priorities. This Refund and Cancellation Policy outlines the procedures for tournament cancellations, wallet refunds, and technical dispute resolutions.

If an esports tournament match cannot be hosted as scheduled due to administrative or technical reasons:

• Full 100% Refund: If a match is cancelled by Clonex Esports admins, the full entry fee is automatically refunded back to each registered participant's Clonex wallet within 15 minutes.
• Room Failure: If a Custom Room cannot be opened or if game servers (Free Fire or Ludo King) go into emergency maintenance before match start, all entry fees are completely refunded.

• Before Room ID Generation: Players may cancel their tournament registration up to 20 minutes before match start time and receive an instant 100% wallet refund.
• After Room ID Delivery: Once the Custom Room ID and Password have been generated and displayed inside the App, tournament registration cannot be cancelled, as room slots are locked and reserved.

Players are responsible for their own personal internet connection, device battery, and game client stability. Clonex Esports cannot issue refunds for individual network drops, high ping, game crashes, or failure to enter the room before the match countdown ends.

Strict non-refund enforcement applies to players caught engaging in:

• Third-party hacks, mod menus, aimbots, or speed scripts.
• Teaming with enemies in solo or duo matches.
• Entering custom rooms with unregistered accounts or sharing room passwords.

Note: Players disqualified for fair play violations forfeit all entry fees, match rankings, and winnings without right to refund.

If you sent money via bKash, Nagad, or Rocket but your in-app wallet balance was not updated:

• Verify you entered the correct Transaction ID (TrxID) and sender number.
• If the balance is not reflected within 30 minutes, contact our Telegram Help Desk with a clear screenshot of your mobile banking SMS receipt. Our support team verifies and credits the balance manually.

All match disputes and refund inquiries must be submitted within 24 hours of match completion: