Sometimes sessions don’t go as planned. StartPlaying charges players 1 hour after a session’s start time, but Game Masters can issue refunds when appropriate.
If you’re unsure whether a refund applies, refer to StartPlaying’s Refund Policy.
How to Give Your Player a Refund
You can issue a refund directly from your Payouts page.
Steps to Issue a Refund
Go to your Payouts page
Scroll to GM Transaction History
Find the correct transaction and confirm:
Player name
Adventure name
Date and time
Price
Click the three dots next to the transaction
Select Refund
Choose a reason from the dropdown menu
Important Refund Information
Refunds are immediate and irreversible
A refund cannot be undone without the refunded player’s consent
How long do I have to process a refund?
Game Masters can issue refunds for up to 14 days after the transaction.
If a transaction is older than 14 days, you’ll see an error.
For transactions older than 14 days, email support@startplayinggames.com.
Make sure to let us know:
Your StartPlaying Email
Date of Game
Player(s) Name(s):
Refund Amount per Player
Refund Reason:
Including a summary of the issue can assist in quicker resolution by the Support Goblin team.
Can I give my player a partial refund?
Game Masters can only issue full refunds for games.
For partial refunds, you have two options:
Email support@startplayinggames.com and the Support team can assist
Can I give my players a refund back to their card?
All refunds are issued as StartPlaying site credit by default.
Why this happens:
Site credit refunds process immediately
Players don’t need to wait for card processing times
If your player needs a refund back to their card on file, please contact us at support@startplayinggames.com.
Can I refund a failed payment for my player?
Game Masters are not able to refund failed payments for their Players.
If your Player needs a failed payment removed from their account, please contact us at support@startplayinggames.com.
Correcting Refund Mistakes
If you’ve accidentally refunded the wrong player, StartPlaying will not reverse the transaction without the refunded player’s consent. Consider these alternatives:
Request a Custom Payment: Ask the player to re-issue the mistakenly refunded amount via custom payment.
Setup a One-Shot Game: Create a one-shot session just for them to pay the funds.
Contact Support: Have the player email StartPlaying Support, authorizing the fund return for mediated resolution.