We understand the frustration of not being able to watch a game that you have purchased and when things are not going according to the plan we are here to help you get your money back.
Our Refund Policies
We will always refund if:
The Spiideo system was down
The wrong teams than those stated are playing
The game was played on another field/court/rink than stated
The game was purchased twice by accident
The broadcast never started
We will depending on the case refund if:
The broadcast ended earlier than expected
The broadcast was buffering due to poor on site network speeds
The broadcast image quality was not up to standard
The camera did not follow gameplay
We will not refund:
Not being able to watch without being signed in
Not being able to watch on one specific device
Having poor device network speeds
Trying to watch a broadcast older than 90 days
If you are not happy with your viewer experience please reach out to playsupport@spiideo.com and we will assist you further.
Please note: Most of the time the live stream does not work because of a local network issue. In these instances the game will eventually upload to our severs after the broadcast is finished. You can check back on the game within 3-12 hours and it should be available to watch. If you are okay watching the recording later, then there may not be a reason to issue a refund. However, if you only purchased to view the game live, then we understand and can issue the refund.
How to Request a Refund
If you want to request a refund you can send us an email at playsupport@spiideo.com with:
Order ID
email you used to purchase
reason for your request to help our team understand the issue
Your Order ID can be found in the body of your email receipt.
What happens after my refund is issued?
You will be sent a confirmation email that the refund has been issued
The money will be visible in your bank account within 5 business days (usually earlier)
The access to your game or games will be revoked. See below for important note as most games will still be viewable even if the live stream did not work.
Even after a refund, you can still purchase games or passes in the future
If you can not find your email receipt
After you made your initial purchase, you should immediately receive an email receipt sent to the email you used to create your Spiideo account.
If you did not receive you receipt, please do the following:
Check your bank statement to verify the transaction actually went through
Recall which method you created your Spiideo account with (Gmail, Apple, Email)
Go to the inbox of the email you used to purchase and look
If it is not in your inbox, check your spam folder
If you still have not found the receipt, please email playsupport@spiideo.com with your name and email you used to create your Spiideo account when purchasing. This is the only way we can look up your order.
If you still require assistance please contact support by sending an email to playsupport@spiideo.com.