Refund & Cancellation Policy

1. Overview

This Refund & Cancellation Policy explains when a user may request a refund for payments made through Heong Arena.

Because Heong Arena may provide tournament participation and digital gaming products, refund eligibility may depend on whether the service or digital product has already been processed, delivered or used.

2. Tournament Entry Fees

Tournament entry fees are generally non-refundable once the registration has been successfully confirmed, except where:

• The tournament is cancelled by Heong Arena.
• Heong Arena is unable to conduct the tournament and does not provide an alternative arrangement.
• A duplicate payment was made for the same registration.
• A payment was incorrectly charged due to a technical issue.
• A refund is otherwise required under applicable law.

If a tournament is postponed, users may be offered an alternative arrangement instead of a refund, depending on the circumstances and applicable tournament rules.

3. Digital Gaming Items

Digital gaming items are generally non-refundable after successful delivery or processing because digital products may not be capable of being returned.

A refund may be considered where:

• The payment was successfully completed but the purchased item was not delivered.
• The wrong item was delivered due to an error attributable to Heong Arena.
• A duplicate payment was made.
• A technical or processing error resulted in an incorrect charge.
• A refund is required under applicable law.

If incorrect game details are provided by the user, Heong Arena may not be responsible for failed delivery resulting from those incorrect details.

4. Failed or Pending Payments

If a payment is debited from your account but the transaction remains unsuccessful, pending or is not reflected correctly in your Heong Arena record, contact customer support with the relevant transaction information.

Where appropriate, we may investigate the transaction and coordinate with the relevant payment provider.

5. Duplicate Payments

If you believe you have accidentally paid twice for the same tournament registration or store purchase, contact us as soon as possible.

Provide:

• Registered email address
• Transaction/UTR number
• Amount
• Date and approximate time
• Relevant tournament or store item

Duplicate transactions will be reviewed before any refund is approved.

6. Refund Request Process

To request a refund, contact:

Email: heongarena@gmail.com

Your request should include sufficient information to identify the transaction.

We may request additional information for verification.

Submitting a refund request does not automatically guarantee approval.

7. Refund Review

Each refund request may be reviewed based on:

• Transaction status
• Payment records
• Tournament registration status
• Product delivery status
• Reason for the request
• Applicable tournament/store rules
• Evidence provided by the user
• Applicable law

We may reject requests involving fraudulent, manipulated or misleading information.

8. Refund Processing

If a refund is approved, it will generally be processed through the original payment method or another appropriate method supported by the payment provider.

The time required for the refunded amount to appear in the user's account may depend on the payment provider or financial institution.

9. Non-Receipt of Digital Product

If payment was successful but a digital product was not received, contact us promptly.

We may first attempt to verify the transaction and resolve the delivery issue before processing a refund.

10. Fraudulent Claims

Submitting false refund claims, fabricated transaction information, manipulated screenshots or fraudulent payment details may result in rejection of the refund request and restriction or termination of the user's account.

11. Policy Changes

Heong Arena may update this Refund & Cancellation Policy when necessary. The latest version published on this page will apply to future transactions, subject to applicable law.

12. Contact

For refund and payment-related support:

Heong Arena
Email: heongarena@gmail.com
Website: https://heongarena.online/