Refund Policy

HitScanTCG has two distinct refund paths: one for Scanner Tool subscriptions (handled by HitScanTCG directly) and one for Marketplace orders (handled primarily by the Streamer with HitScanTCG backstop for unresolved disputes). Read the section that applies to your purchase.

1. Scanner Tool Pro Subscriptions

1.1 Cancellation

You may cancel your Pro subscription at any time through your account settings or by contacting support@hitscantcg.com. Cancellation takes effect at the end of the current billing cycle. You retain Pro access through that date. Cancellation does not automatically trigger a refund.

1.2 Refund eligibility

• New subscribers: Full refund available within 14 days of your first Pro subscription if you have used fewer than 100 Pro-tier scans. Request via the in-app cancel flow or by emailing support@hitscantcg.com.
• Renewal charges: Full refund of a renewal charge available within 7 days of the charge if no Pro-tier scans have been used on that billing cycle.
• Annual subscribers: Pro-rated refund available within the first 30 days of a new annual subscription, based on days remaining. After 30 days, annual subscriptions are non-refundable except as required by law.
• Material service failure: If the Scanner Tool is unavailable or materially broken for more than 72 consecutive hours during your paid period, and the issue is attributable to HitScanTCG infrastructure, you are entitled to a pro-rated credit or refund for the affected period. Contact support@hitscantcg.com.

1.3 How refunds are issued

Refunds are returned to the original payment method via Stripe. Processing time depends on your card issuer (typically 5–10 business days). The refund appears on your statement as a credit from HitScanTCG.

1.4 Non-refundable situations

• Subscription periods already used beyond the windows above.
• Downgrades from annual to monthly mid-cycle (take effect at the next renewal).
• Charges older than 90 days (contact your card issuer for chargeback options).
• Accounts terminated for violation of the Terms of Service or Anti-Gambling Policy.

2. Marketplace Orders

2.1 Who handles refunds

Streamers are the sellers of record for Marketplace listings and are the primary point of contact for refund requests. HitScanTCG provides the dispute infrastructure and serves as backstop for disputes that Streamers do not resolve reasonably.

2.2 Refund-eligible situations

• Order not opened within 14 days: If your purchased pack has not been opened live and the Streamer has not scheduled a recorded private opening within 14 days of purchase, you may request and receive a full refund.
• Order not shipped within timeline: If the Streamer fails to ship within the timeline disclosed at checkout (default 5 business days after opening, longer if explicitly disclosed), you may request a full refund.
• Package lost in transit: If the tracking number shows no delivery scan 10 business days after shipment, you are entitled to either a reshipment (if inventory is available) or a full refund.
• Package damaged on arrival: If the package arrives damaged such that cards are impaired (creases, bends, water damage), you are entitled to a refund or replacement at your option. You must report within 48 hours of delivery with photo evidence.
• Wrong product shipped: If you receive a product that does not match the listing (wrong set, wrong cards, counterfeit, resealed), you are entitled to a full refund and return shipping reimbursement.
• Missing cards: If cards from the opened pack are not included in your shipment, you are entitled to a replacement (the Streamer ships the missing cards) or a partial refund proportional to the market value of the missing cards.

2.3 Non-refundable situations

• Normal pack contents that are not to your liking (e.g., "I didn't pull the card I wanted"). The product you purchased was a sealed pack, not a specific card.
• Claimed fluctuations in market price of cards received.
• Damage or loss that occurred after confirmed delivery (delivery scan at your address).
• Subjective quality disputes not covered by objective listing criteria.

2.4 How to request a refund

1. Contact the Streamer first. Use the order message thread on your order detail page. Most issues are resolved within 48 hours at this step.
2. Open a HitScanTCG dispute. If the Streamer does not respond within 3 business days, or if you and the Streamer cannot agree, open a dispute from your order page by clicking Request refund and selecting a reason. Provide photos, tracking info, and a brief description.
3. HitScanTCG review. We review the dispute within 5 business days, contact both parties for evidence, and issue a decision. Decisions are based on the refund-eligibility categories above and on available evidence.
4. Stripe chargeback (last resort). If you file a chargeback with your bank or card issuer before opening a HitScanTCG dispute, Stripe’s process governs. Chargebacks typically take 60–90 days to resolve and incur fees for the Streamer if lost. We strongly prefer the HitScanTCG dispute path.

2.5 How refunds are issued

• Approved refunds are returned to the original payment method through Stripe.
• Processing time: 5–10 business days for the credit to appear on your statement.
• Sales tax collected is refunded along with the product price.
• Shipping fees are refunded if the refund is for a non-shipment or lost package. Shipping is retained if the refund is for a subjective preference reason that is nonetheless approved as a courtesy.

3. Chargebacks

If you file a chargeback with your bank or card issuer, your Stripe dispute is governed by Stripe’s process and timelines. Chargebacks typically resolve in 60–90 days. Filing a chargeback for a transaction you have not first tried to resolve through the HitScanTCG dispute process, or filing in bad faith (e.g., after receiving and keeping the product), may result in your account being suspended. We cooperate with Stripe’s dispute process and provide evidence as requested.

4. Gift Orders

If an order is purchased as a gift and shipped to a different recipient, the purchaser is the refund-eligible party. Gift recipients should contact the purchaser directly or ask them to open a dispute on their behalf.

5. International Orders

The Marketplace currently ships within the United States only. International orders are not supported. Any international buyer-arranged forwarding is at the buyer’s sole risk, and refund eligibility ends once the package is confirmed delivered to the U.S. forwarding address.

6. Contact

• Subscription refunds: support@hitscantcg.com
• Marketplace disputes: disputes@hitscantcg.com or use the in-app dispute flow on your order page
• Chargebacks (if already filed): respond through your Stripe or card issuer correspondence; we will be in touch through Stripe