Refund & Cancellation

Money moves through DiamondHQ in two directions, and they are refunded by different people. Before anything else, work out which one you mean:

• A team plan subscription — paid by a team owner to DiamondHQ. We refund these, under the terms below.
• Team dues, tournament entry fees and fund contributions — paid by a family to their own team. The team refunds these, not us. DiamondHQ charges and receives a platform fee on each of these payments, shown at checkout alongside Stripe's processing fee.

DiamondHQ runs on three plans, all billed quarterly (every three months), in advance: Basic ($21 per quarter, $7/month, up to 12 players), Elite ($30 per quarter, $10/month, up to 18 players, plus build defensive situations access and player evaluations), and Pro ($42 per quarter, $14/month, up to 30 players, plus everything in Elite, the interactive depth chart and the lineup builder).

The charge is taken at the moment you subscribe or renew, and covers the three months that follow.

All plans auto-renew for the next quarterly term unless the team owner cancels first. Cancelling takes effect at the end of the current term — there is no deadline before the renewal date, and no email or written request is required.

A team owner can cancel at any time before the next renewal, directly from the Danger zone at the bottom of the Team Profile page — no email or written request needed. Cancelling stops the next quarterly renewal; the plan stays active for the remainder of the term already paid for.

When the term ends, that plan's exclusives close — build defensive situations access and player evaluations on a lapsed Elite plan, or those plus the interactive depth chart and the lineup builder on a lapsed Pro plan — and the team continues on Basic. Nothing is deleted. Your roster, messages, calendar and receipt history stay exactly where they are, and everything reopens if the subscription is restarted. If your roster is above the Basic plan's cap when Elite or Pro lapses, it stays exactly as it is — you simply won't be able to add new players until you're back under the cap or the higher plan is renewed.

An in-app purchase bought through Apple is the one exception — cancel or manage that subscription from Settings on the device it was bought on, the same as any other App Store subscription. For anything else about a cancellation, write to support@dmndhq.com.

• Within 14 days of a first subscription, if the team has not meaningfully used that plan's paid features, we refund it in full.
• If you were charged twice for the same term, or charged after cancelling, we refund the duplicate in full.
• If a paid feature is unavailable for a prolonged period through our fault, we refund a pro-rata share of the term.
• If we materially reduce what a plan offers mid-term, you may cancel and receive a pro-rata refund of the unused period.

Outside those cases a quarterly term is not refundable part-way through, because each plan is sold and priced by the quarter. We will always look at a genuine hardship case on its merits — ask.

Approved refunds go back to the payment method that was originally used, usually within five to ten business days depending on your bank.

All plans auto-renew for the next quarterly term unless the team owner cancels first. Cancelling takes effect at the end of the current term — there is no deadline before the renewal date, and no email or written request is required.

We will tell you in advance of any renewal that will be charged at a different price from the one you last paid — an introductory rate, in particular, applies to the term you bought it in and the renewal may be at the standard price.

If a renewal payment fails, we will attempt it again and tell you. If it continues to fail, the team returns to Basic rather than being closed.

When a family pays membership dues, a tournament entry fee or a fund contribution, that money is owed to the team, not to DiamondHQ — apart from the platform fee and processing fee added at checkout, described below. The team sets the amount, decides who owes it and holds the proceeds — and so the team alone decides whether to refund it.

If you are a parent seeking a refund, contact your team's owner or treasurer directly. We cannot reverse a payment on a team's behalf, and we are not a party to the arrangement between you and your team.

Teams: the team owner can refund any successful payment from the Team transactions log at the bottom of the Payment & Registration page. The refund is issued from the Stripe account that received the payment and returns the amount the team received; the platform and processing fees are not refunded.

Team fees are charged automatically on the 1st day of every month (or of every third month, for quarterly collection), starting on the 1st of the month after enrolment. Cancelling auto pay from the Payment & Registration page stops future charges from the next 1st onward; it does not by itself refund a charge already made.

Every team fee, tournament registration and team fund contribution includes a DiamondHQ platform fee and a Stripe processing fee, both paid by the payer and itemised at checkout. DiamondHQ charges and receives the platform fee; Stripe charges and keeps the processing fee.

When a team refunds a payment, it refunds the amount it received. The platform fee and the Stripe processing fee are non-refundable, because the service was provided and Stripe does not return its fee on a refund — unless the charge was a duplicate or made in error by DiamondHQ, in which case write to us and we will refund our platform fee.

Please write to us, or to your team, before disputing a charge with your bank. A chargeback is slower than a refund and, while it is open, can suspend a team's ability to take payments. We will always try to settle it directly first.

Email support@dmndhq.com with the team name, the email address on the account, the date and amount of the charge, and what you would like us to do. We aim to answer within five business days.