Refund Policy

Cancelling a membership

You can cancel at any time from My Membership using Manage Membership. Cancelling stops future renewals. Your access continues until the end of the period you have already paid for.

If you switch plan, the cost is adjusted automatically for the time left in your current period. We do not otherwise refund part-used months or years — you keep the access you have paid for.

Your consumer cancellation rights

If you are a consumer in the UK buying online, you normally have 14 days from purchase to change your mind. If you have started using your membership within that time, we may deduct a fair amount for the use you have had.

These legal rights sit alongside this policy and are not reduced by it.

Tournament entries

If we cancel a tournament, you will receive a full refund of your entry fee. If you can no longer take part, contact us before the event starts and we will consider a refund or transfer to a future event.

When we will refund

• Duplicate or accidental charges for the same period.
• Charges taken after you cancelled.
• A lasting failure of the paid service that we cannot put right within a reasonable time.
• Any charge we agree was taken in error.

When we normally will not refund

• Change of mind after the 14-day period on a membership you have been using.
• Part-used periods where the service has been available and working.
• Costs you paid to someone else, such as equipment or travel.
• Accounts closed for a serious breach of our Terms of Use.

How to request a refund

Email support@1upesports.gg or use our Contact page. Tell us the email on your account, the date of the charge and what you would like us to do. Parents and carers can request refunds on behalf of under-16 members.

We aim to decide within five working days. Approved refunds are sent straight away to your original payment method. Your card provider may then take 5–10 working days to show it — we cannot shorten that wait.

If you disagree with our decision

Reply to our decision email and ask for a review. A different member of the team will look at it again and confirm our final position in writing.