Refund & Cancellation Policy
trofi.gg Refund & Cancellation Policy • Last updated: September 1, 2026
1. Overview & How Funds Are Held
At trofi.gg, all challenge bounties placed by users (Backers/Viewers) for content creators (Streamers) are held on the platform balance with our payment provider Stripe. Bounty funds are never released to a streamer until the challenge conditions are verifiably achieved in a live gaming session through official game telemetry APIs.
If the challenge is not fulfilled, rejected, or expired, the bounty amount is automatically returned to the original payment method. The card processing fee charged by Stripe is not refundable (see section 6); there are no other penalty deductions or cancellation fees.
2. Refund Scenarios
The bounty amount is refunded automatically under the following conditions:
- Streamer Declines the Bounty: The streamer manually declines the challenge from their dashboard. The bounty is refunded immediately.
- 12-Hour Response Expiration: If a streamer does not accept or respond to a challenge within 12 hours of payment, the system automatically cancels the bounty and returns all funds.
- Challenge Failure / Time Limit Expiration: The streamer accepted the challenge but did not fulfill the conditions (e.g. required kills, top placement, weapon restrictions) within the designated time limit or match attempts.
- Technical Telemetry Failure or Disqualification: If official game telemetry is unreachable or the arbitration team determines that fair play rules were breached (cheating, lobby collusion), the challenge is voided in favor of the backer.
3. Refund Processing & Bank Timeframes
| Stage | Timeframe | Description |
|---|---|---|
| Platform Automated Trigger | Within 10–15 minutes | The platform initiates the refund request through the Stripe API immediately upon status change to 'FAILED', 'DECLINED', or 'EXPIRED'. |
| Stripe Clearing & Card Network | Immediate to 24 hours | Stripe submits the credit instruction to Visa, Mastercard, or American Express clearing networks. |
| Posting to Your Bank Statement | 5 to 10 business days | Depending on your issuing bank's billing cycle, the funds will appear as a credit or release of pre-authorization on your account statement. |
4. Backer Cancellation Rights
You may manually cancel a pending challenge bounty from your personal dashboard at any time before the streamer accepts it. Once cancelled, the bounty is refunded with no cancellation fee (the card processing fee is not refundable).
5. Card Network & Security Standards
trofi.gg adheres strictly to PCI-DSS Level 1 compliance standards via Stripe. Sensitive card details (Card Number, Expiration Date, CVV/CVC) are processed exclusively on tokenized Stripe infrastructure and are never stored or seen by our servers.
6. Card Processing Fee & Chargebacks
Card payments are subject to a processing fee charged by Stripe (currently about 2.9% + $0.30 per payment; international cards and currency conversion can cost more). At checkout you can choose to cover this fee on top of the bounty. If you do not, the fee is deducted from the streamer's payout.
The processing fee is not refundable. It stays with the payment provider in every case: refund, cancellation, expiry, and any chargeback or payment dispute. If you covered the fee on top of the bounty, the full bounty amount is refunded; if you did not, the fee is deducted from the refunded amount. trofi.gg does not reimburse processing or dispute fees withheld by the payment provider.
Please contact support before opening a chargeback with your bank. Opening a chargeback for a payment that is eligible for a refund may lead to restrictions on your account.
7. Dispute Resolution & Support Contact
If you have not received your refund within 10 business days or have questions regarding a challenge resolution, please contact our 24/7 support desk:
- Email: support@trofi.gg (Typical response time: under 4 hours)
- Inquiries regarding legal terms: legal@trofi.gg