Overview
At PlayerScoutHQ, we want you to be confident in every purchase you make — whether it's credit packs, video tracking, or highlight reels. This policy explains when you're eligible for a refund and how to request one.
Refund Eligibility
You may request a full refund under the following conditions:
- ✓Service not rendered: If a video tracking job or highlight reel fails to complete due to a technical error on our end and cannot be reprocessed.
- ✓Accidental purchase: If credits were purchased by mistake and have not been used, you may request a refund within 7 days of the transaction.
- ✓Duplicate charge: If you were charged more than once for the same purchase, we will refund the duplicate transaction in full.
Refund Timeframe
Refund requests must be submitted within 7 days of the original purchase date. Requests made after this window will be reviewed on a case-by-case basis but are not guaranteed.
Approved refunds will be processed back to the original payment method within 5–10 business days, depending on your bank or payment provider.
Non-Refundable Items
The following are not eligible for a refund:
- ✕Used credits: Credits that have already been spent on video tracking, highlight reels, or other services.
- ✕Completed tracking jobs: Video tracking orders that have been fully processed and delivered.
- ✕Welcome or bonus credits: Promotional or complimentary credits provided at no cost.
How to Request a Refund
To request a refund, please contact our support team with the following information:
- • Your account email address
- • The transaction ID or date of purchase
- • A brief description of the reason for your refund request
Our team will review your request and respond within 2 business days. Approved refunds will be returned to your original payment method.