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, contact our support team via the chat below.
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:
Contact our support team via the chat below 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 our support team via the chat below.
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, contact our support team via the chat below.
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.