This article explains how refunds work on StartPlaying for both Players and Game Masters. You’ll find all the steps you need to request or issue a refund, along with links to the full Refund Policy.
What is the Refund Policy?
The Refund Policy explains when a player is and is not eligible for a refund. It is most important to know when a player is eligible for a refund.
When a Player Is Automatically Eligible for a Refund
If the GM:
forgets to cancel or reschedule a session, and the players are charged.
offers a free session, but the player is still charged.
is unable to run a session for any reason, and the player is still charged.
does not provide necessary prep materials before game time resulting in the player not being able to play and still getting charged.
This includes links to VTTs, video/voice call programs, etc.
advertises that they provide a specific service or tooling but do not provide those services or tools.
Ex: Advertising you’re going to run a game using Roll20 and Zoom, but instead not using the advertised VTT (Roll20).
Obviously, tool outages and service disruptions are not applicable to this.
If the player has unavoidable tech issues within the first hour of the game, such as (but not limited to):
Power outage
Catastrophic computer failure
Loss of internet connection
Uncontrollable weather conditions and safety concerns.
If the player accidentally joined the adventure twice, resulting in two charges being issued for the game.
Note: Only one charge should be refunded.
If a player played in one session, then communicated to you it wasn’t for them more than 24 hours before the start of the next session, and were charged.
If a player contacts the GM more than 24 hours before a session to skip or leave a campaign, the GM must ensure the player is not charged.
Examples of Players Eligible for a Refund
Examples of Players Eligible for a Refund
Matt tells his GM he cannot make this week's game session 2 days before the session, but Matt gets charged by mistake → Yes, Matt is eligible for a refund ✅
Brennan's power goes out 30 minutes into game time because of a hurricane in his town. He sees after he gets his power back that he was charged for the game. → Yes, Brennan is eligible for a refund ✅
Emily played in 1 session and decides the game wasn't for her. She tells the GM she is leaving, but forgot to leave the game on StartPlaying. She is charged for a 2nd session. → Yes, Emily is eligible for a refund ✅
Where is the Refund Policy?
You can find the full Refund Policy in this article: Refund Policy
How to Request a Refund
If you need a refund from your Game Master:
Game Masters can issue refunds up to 14 days after a charge.
If you do not hear back from your GM within 24 hours, or you believe a refund was unfairly refused:
Contact StartPlaying Support at support@startplayinggames.com.
Please include:
The email on file with your StartPlaying account
The name of the Game Master
The name of the Adventure
The date of the Adventure
Screenshots of you contacting your Game Master
Why a refund should be issued
You can find more on partial refunds and removing failed payments here: How to Request a Refund for a Game
📌 Note: Refund eligibility may depend on the nature of the issue and adherence to StartPlaying's policies. All users are encouraged to contact support promptly in case of disputes or refund-related inquiries to minimize delays in resolution.
How to Refund a Player
If you ever need to refund a player, follow these steps:
1. Open your Payouts page
2. Scroll through your GM Transaction History to find the correct transaction. Confirm:
Player Name
Adventure Name
Date
Time
Price
3. Click the 3 Dots next to the transaction
4. Click Refund
5. Choose a reason for the refund from the drop-down
You can find more about how to refund a player, like partial refunds and refunding failed payments, in this FAQ page: How Do I Give my Players a Refund?
⚠️ GMs are required to issue refunds whenever any of the conditions listed in the Refund Policy apply.