Memberships.

Esports Gaming, Social and Study Hall memberships can be cancelled anytime:

• Online: sign in on the Login page and press Cancel membership.
• In person: ask at the front desk, or call us at (865) 214-7188.

Your membership keeps working to the end of the month you’ve already paid for, and nothing is billed from the 1st after you cancel. Part months aren’t refunded, including the first part month you pay when you join.

If you think a membership charge is wrong, call us and we’ll look into it straight away.

Birthday parties.

To cancel or move a party, call us at (865) 214-7188 or ask at the front desk. Parties can’t be changed online. What you get back depends on how far ahead you tell us, counted back from the party’s start time:

• 14 days or more before: a full refund.
• From 72 hours to 14 days before: your choice of a refund of everything except $100, a free move to another date, or a Knox gift card for the full amount.
• Less than 72 hours before: no refund or credit, unless the birthday child is sick or the weather is bad (see below). Parties that don’t show up aren’t refunded.

Moving your party

• You can move your party to another date once, free, as long as you tell us at least 72 hours before it starts.
• The new date has to be within 6 months of the original one, and depends on which rooms are free.
• A second change counts as a cancellation, under the rules above, counted from the new date.

If the birthday child is sick, or the weather is bad

Call us before the party starts and you can move it to another date, free, even in the last 72 hours. No doctor’s note needed. This counts as the party’s one free move, and the new date has to be within 6 months.

If we cancel

• If we have to cancel your party, for example because we have to close, you can choose another time or a full refund.
• If your payment arrived after your hold lapsed and someone else had booked the time, we’ll call you to rebook or refund you in full.

Math Lab tutoring.

• Sessions can’t be refunded, but they’re good for 12 months from purchase.
• Cancel a booked session at least 72 hours ahead on the Login page, and the session goes back on your account. Within 72 hours, the session counts as used.
• If your tutor has to cancel, the session always goes back on your account.

Study Hall.

Study Hall is a membership, so it cancels the same way (see “Memberships,” above). Tuesday sign-ups aren’t charged separately. If a student can’t come, cancel the sign-up on the Login page so someone else can have the seat. Two no-shows in 30 days pause online sign-up until staff mark one excused.

Free iCode trial classes.

Trial classes are free. If you can’t make it, use the cancel button on your confirmation page so the seat goes to another child. For questions about iCode classes, call iCode at 865-213-2526.

Day passes, events and tournaments.

• Day passes can’t be refunded once play has started.
• Event and tournament entries are refunded up to 48 hours before the start. After that, you can pass your entry to a friend instead.
• If we cancel an event, any entry fee is refunded in full.

Card and supply orders.

• Cancelling: call us before your order ships or is picked up, for a full refund.
• Returns: sealed product can be returned within 14 days, unopened and in its original condition. Opened packs and single cards can’t be returned.
• Damaged or wrong items: tell us within 7 days of delivery, with a photo, and we’ll replace the item or refund it, shipping included.
• Lost in shipping: we’ll trace the parcel with the carrier, and replace or refund it once the carrier confirms it’s lost.
• Pickup orders not collected: we hold them for 14 days. After that, they’re refunded less a 20% restocking fee.

Gift cards.

Gift cards can’t be refunded or exchanged for cash, except where the law requires it.

How refunds are paid.

Refunds go back to the card or payment method you paid with, through Square. Your bank may take up to 10 business days to show it. When we give credit instead of a refund, it comes as a Knox gift card, which you can spend on anything at the front desk, including another party.

Questions or problems.

Call us at (865) 214-7188, email info@knoxesports.gg, or ask at the front desk. Please talk to us before disputing a charge with your bank. It’s usually the quickest way to sort it out.