It happens to the best of us -- you're just over an hour into the session, and your internet cuts out. Perhaps your Players forgot to skip a session they told you they wouldn't be able to make. Maybe you forgot to cancel a session altogether 🤦🏻

StartPlaying charges Players one hour after a session's start time in anticipation of such issues, but sometimes life gets away from us.

If you're unsure about when it's appropriate to give your Players a refund, check out StartPlaying's Refund Policy!

1. Navigate to your Payouts page

2. Scroll through your GM Transaction History to find the correct transaction. Be sure you confirm these items:

3. Click the 3 Dots next to the transaction you want to refund

4. Click Refund

5. Use the drop-down menu to choose a reason for the refund.

You have 14 days to process a refund. If you try to process a transaction that is older than 14 days, you'll receive an error. But you can still reach out to the Support Goblins to process an older refund.

Just be sure to let us know —

Game Masters can only issue full refunds for games. A partial refund would need to be issued by the Support Goblin team. Or, you can lower your player's cost for the next session, essentially giving them a partial refund.

If your would like to issue a partial refund to a Player, please contact us at support@startplayinggames.com.

All refunds on StartPlaying are automatically issued as site credit. The reason that refunds are issued as site credit by default, is so that they can be processed as quickly as possible for the players and the player doesn't have to wait for those funds to be returned to their card.
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If your Player needs a refund back to their card on file, please contact us at support@startplayinggames.com.

Game Masters are not able to refund failed payments for their Players.

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If your Player needs a failed payment removed from their account, please contact us at support@startplayinggames.com.