Refund & Cancellation Policy
Last updated: 23 May 2026. This policy covers all deposits, stakes, and withdrawals on the DOXNPLAY platform.
1. Overview
DOXNPLAY operates as a peer-to-peer prediction and challenge platform where user funds are held in escrow and released based on verified outcomes. Because our platform involves real-money staking on market outcomes, our refund and cancellation terms differ from a typical e-commerce service. This policy explains exactly when refunds apply, when they do not, and how to request one. We are committed to being fair, transparent, and responsive in every case.
2. Deposits via Paystack (Card & Bank Transfer)
Deposits processed through Paystack (debit/credit card or bank transfer) are credited to your DOXNPLAY wallet immediately upon successful verification. Once credited to your wallet, funds are considered accepted and are not refundable as a deposit reversal. However, if your card or bank account was charged but your DOXNPLAY wallet was not credited within 30 minutes, contact support@doxnplay.com with your payment reference and we will investigate and credit your wallet or issue a full refund within 3 business days. If a duplicate charge occurs due to a technical error, the duplicate amount will be fully refunded to your original payment method within 5–7 business days.
3. Crypto Deposits
Cryptocurrency deposits (BTC, USDT, SOL) are irreversible once confirmed on the blockchain. DOXNPLAY cannot reverse blockchain transactions. If your crypto deposit was confirmed on-chain but not credited to your wallet within 2 hours, contact support@doxnplay.com with your transaction hash and payment reference — we will manually verify and credit your wallet within 24 hours. Partially-paid crypto deposits (where you sent less than the required amount) will be reviewed on a case-by-case basis; contact support with your Payment ID. DOXNPLAY is not responsible for funds sent to incorrect addresses provided by third parties.
4. Prediction Market Stakes (Pool Markets)
Once you place a stake in a pool market, the funds are locked in escrow and cannot be cancelled, recalled, or refunded while the market is open or under resolution. This is by design — prediction markets only function when commitments are binding. Full stake refunds apply in the following circumstances: (a) the market is voided by DOXNPLAY due to a technical error, data feed failure, or force majeure event; (b) the event is cancelled before it occurs and the market creator does not extend the window; (c) a market is found to have been created in bad faith or in violation of our Terms of Service. In all refund cases, 100% of your stake is returned to your DOXNPLAY wallet with no fee deduction.
5. P2P Challenge Stakes
P2P (peer-to-peer) challenge stakes are fully refundable in the following specific cases: (a) a PROPOSED challenge that has not yet been accepted by an opponent — the creator may cancel and receive a full refund at any time before acceptance; (b) an ACTIVE challenge where the outcome cannot be verified within 72 hours of the event occurring and no proof has been submitted by either party — the market will be voided and all stakes returned; (c) both parties mutually agree to cancel a challenge before the outcome event occurs (requires written consent from both users to support@doxnplay.com). Stakes in ACTIVE challenges that have been accepted by both parties are not refundable except under the void conditions above. If you believe a challenge outcome was incorrectly resolved, use the Dispute process in your dashboard — do not contact support for a refund in the first instance.
6. Platform Fees
Platform fees deducted from winning payouts are non-refundable. The applicable fee percentage is displayed before you place any stake. Fees are only charged on winning outcomes — losing stakes carry no additional fee deduction. If a market is voided and stakes are returned in full, no platform fee is charged.
7. Withdrawals
Once a withdrawal has been processed and funds have left the DOXNPLAY platform (whether to a bank account or a crypto wallet), the transaction is final and cannot be reversed. If you believe a withdrawal was processed to an incorrect account due to a DOXNPLAY system error, contact support@doxnplay.com within 24 hours with full details — we will investigate promptly. We are not liable for withdrawals processed to incorrect details provided by you. Withdrawals that are delayed beyond our stated processing window (1–3 business days for bank transfers; 30 minutes to 2 hours for crypto) should be reported to support — we will trace and resolve the issue.
8. How to Request a Refund
To request a refund, contact our support team at support@doxnplay.com with the subject line "Refund Request" and include: (a) your registered email address and username; (b) the transaction reference or Payment ID; (c) the amount involved; (d) a brief description of the issue. We aim to acknowledge all refund requests within 24 hours and resolve them within 3–5 business days. Complex cases involving dispute evidence or third-party verification may take longer — we will keep you updated throughout the process. Refunds are returned to your DOXNPLAY wallet or original payment method depending on the nature of the refund.
9. Chargebacks
If you initiate a chargeback with your bank or card issuer for a transaction on DOXNPLAY, your account will be immediately suspended pending investigation. Chargebacks circumvent our support process and may result in permanent account closure if found to be unjustified. We encourage users to contact us directly before initiating a chargeback — we resolve the vast majority of payment issues within 3 business days. Where a chargeback is found to be fraudulent or in bad faith, DOXNPLAY reserves the right to pursue recovery of the funds and report the incident to relevant authorities.
10. Contact
For all refund-related queries, email support@doxnplay.com or submit a support ticket from your dashboard. Our support team is available Monday to Friday, 8am–8pm WAT, and will respond within 24 hours. For urgent payment issues, mark your email subject line "URGENT — Payment Issue" for prioritised handling.