Applies to 1-on-1 coaching sessions and Arcana membership.
Your coaching money is held, not handed to the coach. Until the session has run and been confirmed, it can still come back to you.
The money goes into escrow, not to the coach.
No schedule agreed by then? Refunded automatically, without asking.
Coach more than an hour late? Refunded automatically.
After the session you confirm. Stay silent and it releases on its own — if something went wrong, raise a dispute and we mediate.
Pay the coach directly outside this and none of it applies — we never hold the money, so there is nothing for us to hold back or return. The terms
This policy covers the two things you can pay for on Dota4Newbie: 1-on-1 coaching sessions booked through our marketplace, and Arcana membership. The learning material, the forum, and the full hero and item database are free, so there is nothing there to refund.
Payments are processed by Midtrans, except Arcana bought from outside Indonesia, which is paid through PayPal. A refund always returns to the same method it was paid with — a PayPal payment goes back through PayPal — and we cannot redirect it to a different account or wallet.
The protections on this page work because we hold the money. If you transfer directly to a coach — a personal bank account, an e-wallet, any intermediary — we never held it, so there is nothing for us to hold back, cancel, or return.
Asking for or agreeing to payment outside the system also breaches the Terms of Use and can lead to account suspension.
While you and the coach have not yet agreed a time, you may cancel the booking at any point at no cost, and we submit the full refund to Midtrans the moment the cancellation is recorded. No reason required.
A booking created but not paid for expires on its own after 60 minutes. The hour goes back on the coach's calendar and nothing is charged to you.
As soon as both sides accept a time, that session is a commitment: the coach sets the hour aside and turns away other bookings in it. So one-sided cancellation by button is no longer available.
Rescheduling is. Request a new time from your orders page and the coach can accept it or counter with another. If you genuinely cannot make it and rescheduling is not possible, contact us through the Contact page before the session time passes — the earlier you tell us, the more likely we can resolve it for both sides.
If the coach never checks in and the agreed start time passes by more than 1 hour, the session counts as not having happened. The booking is cancelled and refunded in full, automatically.
If you have paid but no schedule is agreed within 48 hours, the booking is cancelled automatically and refunded in full. You do not have to chase a coach who is not replying.
Both run as scheduled sweeps on our side. You are notified when the refund is submitted.
Once the coach has finished and submitted their evidence, you have 3 days to confirm the session happened. Confirm and the funds go to the coach immediately. Say nothing for 3 days and they release on their own.
If something was wrong, raise a dispute inside that 3-day window, from your orders page. A dispute freezes the money at once: it goes neither to the coach nor anywhere else until our team has looked at it.
Our team reads the evidence from both sides and reaches one of two outcomes: the money is returned to you, or it is released to the coach. We tell you which, and why, by notification.
Arcana does not auto-renew. You pay for one term up front — a month or a year — and that term stops by itself on its end date. No card is stored, there is no next invoice, and so there is nothing for you to cancel.
Because Arcana activates the moment payment is confirmed and immediately begins reading your match history, a term already running is not refunded, in whole or in part. Stopping means not renewing.
If an Arcana payment is refunded or charged back (partially included), the term it paid for is withdrawn: that access ends, and any renewal bought after it moves earlier so you keep exactly the time you paid for. We tell you by notification and email.
What we do refund in full: a duplicate payment for the same term, and a payment that was charged but where Arcana never activated on your account. Contact us through the Contact page with the order number and we will settle it — you will find it in the payment history on the Membership page, on each purchase on the Arcana Gifts page, and in the confirmation email. Refunds go back to the original payment method; for bank transfer (VA) payments we will contact you for the destination account.
An Arcana gift is paid up front. One purchase can hold several codes, one per term, and each code (with its link) can be claimed once by whoever holds it. Codes never expire, and so gift purchases are not refunded — including unclaimed codes, and including a code that reached the wrong person. The same exceptions apply: a duplicate payment, or a payment that cleared but never produced its gift codes. If the payment is refunded or charged back, every code from that purchase not yet claimed is cancelled automatically.
Cancelling a booking that has no agreed schedule is something you do yourself from the My Orders page. Disputes are raised from there too, on the booking in question.
For anything else — a duplicate payment, an Arcana term that never activated, or a cancellation after the schedule was agreed — contact us through the Contact page with the order number and transaction date. If an automatic refund fails at the gateway, that transaction moves into our manual queue and is still processed; that queue is why we can still trace it when the automatic path does not finish on its own.
This policy does not remove any rights you have as a consumer under Indonesian law.
Need help with a specific transaction?
Contact us at admin@dota4newbie.com or through the contact page, with the order number. Prices for each plan are on the pricing page, and the general rules in the Terms of Use.