Refund Policy

GameFlex strives to provide a fair and transparent refund process. Please read this policy carefully to understand when refunds are applicable.

Refunds are provided in the following cases:

• Tournament Cancellation: Full refund if GameFlex cancels a tournament
• Registration Before Deadline: 90% refund if you cancel before registration closes
• Technical Issues: Full refund if platform errors prevent participation
• Double Payment: Full refund for duplicate transactions

• After the tournament has started
• Disqualification due to rule violations
• No-show or failure to check in on time
• Personal internet or device issues
• Change of mind after registration closes

1. Go to the Support page and create a ticket
2. Select "Payment Issue" as the category
3. Provide your M-Pesa transaction code
4. Explain the reason for the refund request
5. Our team will review and respond within 24-48 hours

• Review: 24-48 hours
• Processing: 3-5 business days after approval
• M-Pesa Transfer: Instant once processed

Approved refunds are credited to your GameFlex wallet. You can then withdraw to M-Pesa or use the balance for future tournaments. Minimum withdrawal is KES 100.

If you disagree with a refund decision, you can escalate by emailing [email protected] with your case details.