In most cases, no — Virtual Challenge / Virtual Race entries are final sale, and refunds are generally not offered, especially after you’ve already finished the event.

That said, there are a few situations where we may be able to help. Please read the sections below so you choose the correct next step.

1) Quick Answer

Usually not refundable

Virtual Challenge / Virtual Race entries are typically non-refundable. Once an entry is sold, it’s considered a completed sale in most cases.

Possible exceptions

In special circumstances, you can request a refund review by contacting support (details below). If a refund is approved, it may be reduced by processing and other fees.

2) Why Refunds Usually Aren’t Available After Completion

When you finish a virtual event, you’ve typically already received one or more of the following:

• Digital access (entry / join code used to join the event) 
• Completion status recorded in the app 
• Medal fulfillment (depending on the shipping option selected at checkout)

Because of that, refunds are generally not offered once the event has been completed.

3) If You Finished but Something Went Wrong, Here’s What We Recommend Instead

Before requesting a refund, consider these options (they solve most “I can’t finish / I finished but…” cases without a refund):

A) Need more time?

If you couldn’t complete within your timeframe, we can often help by:

• Extending your end date, or 
• Providing a new join code for another attempt.

B) Medal/shipping issue (most common after finishing)

If your main issue is the medal (late, damaged, wrong, missing), a refund is usually not the best fix — we can typically resolve faster with:

• Replacement (for damaged/defective medals) 
• Shipping investigation / claim (for lost packages) 
• Corrected shipment (for wrong items)

4) Refund-Related Cases We Can Help With

A) Damaged or defective medal

• We can offer a free replacement medal if the item is damaged/defective. 
• Any refund request related to damaged/defective items must be submitted within 1 week of receiving the medal.

B) Package loss

• If the package appears lost, claims must be submitted no later than 6 weeks after the dispatch date.

C) Special circumstances (case-by-case review)

If you believe your situation is an exception, you can request a review.

If approved, refunds may be issued minus processing/management fees (e.g., card processing fees, platform fees, shipping fees).

5) Where Did You Buy Your Entry? (This Changes the Refund Process)

A) Purchased on the Pacer Virtual Challenges website

If you purchased on the website, contact us and we’ll review your case.

B) Purchased through Apple (App Store)

Apple controls refunds for Apple-billed transactions. You’ll need to submit a refund request through Apple’s refund flow.

C) Purchased through Google Play

Google controls refunds for Google Play–billed transactions. You’ll need to submit a refund request through Google Play’s refund flow.

Important: Even if you request a refund through Apple/Google, approval is determined by the platform and can depend on purchase details and eligibility rules.

6) Contact Support (Recommended for Most Post-Finish Issues)

If you still want to request a refund review (or if your issue is medal/shipping-related), contact:

Email: support@mypacer.com

To speed things up, include:

• Order number (if website purchase) or Apple/Google receipt 
• The challenge/race name 
• The email used at checkout 
• Whether you already finished the event 
• Whether you selected “ship upon completion” or “ship immediately” 
• What outcome you want: 
  • Refund review or 
  • Replacement medal or 
  • Shipping investigation