Refund Policy

Summary

illusion Arc sells time-bound digital tournament passes that unlock entry into ongoing prize tournaments. Because the value of a pass is consumed the moment a tournament round is played, refunds are limited. This page sets out exactly when a refund is available, how to request one, and how disputes for failed payment-gateway transactions are handled.

1. What you are buying

A "tournament pass" is a fixed-duration entitlement (e.g. 30 days) that lets you participate in any in-progress tournament on https://www.illusionarc.com during that window. Once activated, the pass is non-transferable and tied to your registered phone number / Google account.

2. When you ARE eligible for a refund

• Duplicate or failed-but-charged transaction. Your Nagad wallet, bKash, or bank card was debited but your account on the Site never received a valid pass. Refund: full amount, returned to the original payment method.
• Service unavailable for the entire pass duration. If illusion Arc cannot run any tournaments for the full duration of an active pass due to a fault on our end, the unused portion is refundable on a prorated basis.
• Within 24 hours of purchase, pass not used. If you bought a pass within the last 24 hours and have not yet submitted any score on any tournament during that window, you may request a full refund.

3. When refunds are NOT available

• You have already submitted a score in any tournament after activating the pass — the pass is considered consumed.
• More than 24 hours have passed since purchase and the pass is otherwise functioning normally.
• You did not win a prize. Tournaments are skill-based contests; the pass buys participation, not a guaranteed reward.
• Account suspension or removal under our Terms & Conditions due to abuse, fraud, or violation of fair-play rules.

4. How to request a refund

Email us at admin@illusionarc.com with the following:

• The registered phone number / email on your account.
• The date and amount of the transaction.
• The transaction ID (begins with IA) or the payment reference ID from the gateway (Nagad / SSLCommerz).
• A short note describing why a refund is being requested.

We respond to refund requests within 3 business days. Approved refunds are processed within 7 to 14 business days back to the original payment method. Refunds via mobile financial services (Nagad, bKash) appear in the same wallet used for payment; card refunds appear on the original card statement.

5. Failed-payment / gateway disputes

If your wallet or card was charged but the Site shows no active pass, do not pay again. Email us with the gateway transaction reference, the issuer_payment_ref or payment_ref_id value from the receipt, and a screenshot if available. We reconcile against the gateway provider (Nagad / SSLCommerz) and either activate the pass retroactively or issue a full refund — usually within 48 hours.

6. Contact

illusion Arc — +8801329662037 · admin@illusionarc.com

Gulshan 1, Dhaka 1212, Bangladesh.