The short version: if the session did not happen, you get your money back. If it happened and something went wrong, tell us and we will look at it.
This policy sits alongside your statutory rights as a consumer — it never takes anything away from them.
1. Before a teammate is matched
Cancel any time before a teammate accepts and you are refunded in full, automatically. If nobody accepts your order at all, we cancel it ourselves and refund it — you never have to chase that.
2. Matched, but the session has not started
Cancel more than 15 minutes before the agreed start and you get a full refund. Inside 15 minutes, your teammate has already turned down other work to hold the slot, so we refund 50% — or the full amount as account credit, if you would rather keep it on the platform.
3. Your teammate does not show up
Full refund, and the teammate is not paid. If it happens more than once to the same teammate they stop getting orders.
4. The session ends early
- The teammate leaves or stops responding: you are refunded for the part you did not get, pro rata, rounded in your favour.
- You leave: the time played is charged, the rest is refunded as credit.
- Game servers or a publisher outage make it impossible to play: full refund, no argument. That is nobody's fault.
5. The session happened but was not good
Open a ticket within 72 hours of the session ending and tell us what went wrong. We read the order chat and both sides of the story. Depending on what we find, that is a full refund, a partial refund, or credit towards a session with somebody else.
A loss is not grounds for a refund. Nobody can guarantee a result in a competitive game, and we do not claim to.
6. Where the money goes
Refunds go back to the payment method you used, unless you ask for credit instead. Credit lands immediately and can be spent on anything; a card refund is issued the same working day and usually appears within 5–10 days, depending on your bank.
Promotional credit and coupon discounts are not refundable in money — a refund of a discounted order returns what you actually paid.
7. Topped-up credit
Unspent credit that you paid for can be paid back to your original payment method at any time. Ask us and we will process it.
8. Chargebacks
Please talk to us before raising a chargeback. A bank dispute freezes the order for weeks and, in almost every case, we would simply have refunded you. Write to support@qhub.gg — most refunds are settled within a few hours.
9. How to ask
Open the order in your dashboard and use the support chat, or email support@qhub.gg with your order number. Tell us what happened; you do not need to argue a case.
Contact
LB Gaming Services LTD, 71-75 Shelton Street, London, United Kingdom. Questions about this document go to support@qhub.gg, or through the contact page.