Customer service

Ask us anything about the directory.

Answers first, a person second, and nothing in between that pretends to be one.

Most of what the desk is asked is about the two ratings, what an organizer pays, or why an event is or is not in the index — so those answers are published in full below, where you can read them without asking anybody. GameVoya Assistant handles the narrower version of your own question, and hands over to a person when it should.

GameVoya Assistant

Automated

GameVoya Assistant is automated. It answers from our published method, price list and coverage policy — the same pages linked below — and it is not a person. Nothing you type here is published, attached to a listing, or read as a review.

Type a question, or start with one of these.

Write to a person instead

For the five things the assistant cannot do, and for anything about your own event that needs a human to look at it. This goes to info@gamevoya.com — the same address every other form here routes to — and a person replies within two working days.

Reach a person

Anything the assistant will not answer — a dispute about a listing, an invoice, a review you think should not have been published, a correction to a fact on your own event page — goes to a person.

info@gamevoya.com

We reply within two working days. Include the listing’s link if your question is about one — several tournaments differ only by city. The message form on this page reaches the same address, and so does every other form on the site.

List or claim an event File a review What is in the index How the two ratings work

What asking cannot do

It cannot change a GameVoyaGrade: The grade is computed from the organizer's published record, and the grader takes no other input — not a review, not a payment, and not a conversation. Asking here has the same effect as asking nobody. Publishing a missing refund policy, hotel policy or game guarantee moves it; that is the whole list.
It cannot move a submission up the queue: Paid or free, every listing and every review lands on one moderation queue and waits for a human to check it against the organizer's own event page. There is no priority lane to ask for.
It cannot edit or remove a published review: A softer review is one of the five things no tier buys. An organizer on a paid tier may answer a review in public, labelled as the organizer and excluded from the average; that is the remedy, and it is the only one.
It cannot quote a figure for a specific event: It has the method and the price list, not the directory. Fees, dates, grades and ratings belong to the listing itself, so it will send you to the listing rather than recall one — a remembered fee is how a family ends up budgeting for last season's price.
It cannot take a payment or a card number: Nothing in this chat can charge anything, and there is no field in it that takes a card. Where card payment is switched on, the only place a card is ever entered is the payment processor's own hosted checkout page, reached from a button on the listing form after a submission has been filed. Membership, GameVoya Certified and GameVoya Spotlight are otherwise invoiced by email after moderation. If anything here asks you for card details, it is not us.

Asking about a specific event

GameVoya Assistant answers questions about how we rate, what an organizer pays and what is in the index. VoyaTrip AI works on your side of it: which tournaments fit your team, what the trip around one costs, and what your season adds up to.

Plan with VoyaTrip

What we count

We count pageviews in coarse buckets — country, city, device class, language, referring site and which sport or index you opened — to see which events people are looking for. No cookies, no third-party trackers, no IP addresses stored, and nothing that identifies you.

And what we do not

Your IP address: It is read from the request headers, mixed into a one-way hash and discarded inside the same function call. The visits table has no column for it, so it cannot be stored here by accident.
Your name, email or your account: A team account exists and this is not joined to it: the visits table has no account column and must never get one, and the key that counts you is hashed with the calendar day, so there is nothing for an account id to be joined to. The four things you can send us that we do keep — a season, a review, a tournament submission and a message to the help desk — are separate records, and none of them is joined to this.
Anything you typed: Which sport, division or region you filtered to is recorded, because those come from a fixed list of twelve sports, two divisions and six regions. What you typed into the search box is not, because a free-text field can contain anything at all.
A history that spans days: The key that counts you as one visitor is hashed with the calendar date, so the same browser tomorrow is a different key and no query can join the two. “Visitors today” is answerable; “this visitor’s history” is not.
Anything on your device: No cookie, no localStorage, no sessionStorage, no fingerprint. The id that groups one visit into a session lives in the page’s memory and is gone when you close the tab.
Anything sent to a third party: No analytics script, no tag manager, no advertising pixel. The counting is done by this site’s own server functions against this site’s own database, and the numbers leave nowhere.

Rows are deleted after 400 days by a scheduled job, and Do Not Track or Global Privacy Control stops anything being sent at all.

Reading this in your language

The frame of the site — the navigation, the two indexes, the twelve sports, the six regions, the comparison tray — is published in 11 languages, from the globe in the bar at the top of every page: English, Español, Português, Français, Deutsch, Italiano, Čeština, Svenska, 日本語, 中文, العربية. Your choice is remembered in your own browser, and on a first visit we use the language your browser already prefers.

And what it does not change

A tournament’s own words: Event names, venues, age-group lists and the description compiled from the organizer’s event page stay exactly as they were filed. A translation of a fee, a date or a hotel rule that drifted by one word would be a listing we could not stand behind.
Reviews: A team wrote what it wrote. Rewriting an attendee’s account of a weekend in another language would put words in their mouth, and the whole point of the rating is that it is theirs.
The page bodies: How we rate, what organizers pay, what is in the index and what is not for sale are argued in English. Several are published commercial commitments, and a claim that shifts in translation is a different claim.
The two ratings themselves: A grade is computed from the published record and a rating is an average of moderated reviews. Neither reads a language, so neither moves when you change one.

None of it changes a price, a GameVoyaGrade, an Attendee Rating or the order of the index. Fees are shown in the currency the organizer published them in, whichever language you are reading.

The answers in full

These are the answers the assistant works from, published so you can read them without asking — and so you can check what it told you.

Teams, families and scouts

The people the directory is for.

What is the difference between the GameVoyaGrade and the Attendee Rating?: The GameVoyaGrade is ours: a figure out of 100 and a letter, computed from what the organizer has published — cost per guaranteed game against the median for that sport and division, the refund and hotel terms, the game guarantee, and what the event publishes about exposure. It exists the day a listing is filed and it never reads reviews. The Attendee Rating is theirs: 1 to 5, from moderated reviews filed by the teams and scouts who went. Neither is averaged into the other, and a listing where the two disagree is the most informative kind in the index.
Why does an event show a grade but no rating?: Because nobody who attended has filed a review yet. Most of the index is compiled from organizers' own event pages, so "Not yet rated" is the honest and common state — it is a statement about our review count, not about the weekend. Below 3 reviews a rating is marked provisional and shrunk toward the directory mean, so one review cannot top the chart.
Can an organizer pay for a better grade or a higher position?: No, and the reason to believe it is that it is enforced in code rather than promised. Organizers can pay for tools, exposure, verification and insight. They cannot pay for a grade. Paid placements are lifted out of the ranked table into a labelled band above it, so they never outrank a cheaper event inside a sort; they are filtered out first if you filtered them out; and the grader is written so it cannot read a payment or a review even if we wanted it to.
A tournament I know is missing. Why?: There is no global feed of amateur tournaments to import, so the index is a researched set rather than a registry — currently 12 sports, assembled operator by operator. Three things are excluded on purpose: national-team competition, professional and semi-professional play, and anything we would have to guess at to fill a column. Send us the organizer's own event page and we will research it.
How do I compare two events properly?: Use the compare table rather than two tabs: it puts cost per guaranteed game, both ratings, the refund and hotel terms and the format side by side, with the row labels pinned so the third and fourth columns stay labelled. On any listing, the "higher-graded alternatives" panel only shows events that actually grade above it — when none do, it says so instead of dressing a lower-graded event up as an upgrade.

Planning a season

The team account, and what it does with what you tell it.

What is a GameVoya Team Account for?: Nobody enters one weekend. A manager enters six or eight across a season against one budget, and every figure that decides it is a figure about the set rather than about a row — what the whole season costs, what it costs per guaranteed game, whether two events collide on the same dates, which registration closes next, the average grade of the plan and the weakest listing in it. None of that can be shown on a listing page, because a listing does not know about the other seven. The account is free, holds up to 12 seasons, and every figure in it is derived from the same published listings you can already see.
Do I need one to use the site?: No, and nothing in the directory is behind it. Every grade, every review, every comparison and the whole index are on the open pages, and the planner reads exactly those listings — signing in adds arithmetic across a set you chose, not access to anything. There is no paid tier of the account.
What happens to what I put in it?: A season holds a name, a team, a budget and a stage against each tournament, and the optional profile fields — sport, age group, level, home city, what you will spend per weekend — are there because they are the half of "which tournaments should we research next" that pageviews cannot answer. They are never shown to an organizer, never attached to a review, and never sold. The pageview table has no account column and must never get one, so an account cannot become a browsing history.
Does a review filed from my season count for more?: No. It is an ordinary review — same form, same moderation queue, same arithmetic — and nothing records that an account filed it. A signed-in manager cannot move a rating a stranger could not. Marking a weekend played simply offers you the form for it, prefilled with the event, because a played weekend is the one stage that has a review owing.

Organizers

Listing, claiming, invoices and disputes.

What does it cost to be listed?: Nothing. GameVoya Listed is free and permanent, with a full grade and open reviews, because gating the baseline would turn a comparison into a members' list. Paid tiers are GameVoya Single Event at $249 once for one tournament held for 12 months, GameVoya Verified at $149 a month, GameVoya Pro at $349 a month, and Enterprise by quote. If you run one weekend a year, buy the single event — the subscription is not the cheaper way to cover one tournament and we say so on the price list.
My grade looks low. How do I raise it?: Publish more of your own record. 4 facts are gradeable — your refund policy, your hotel policy, your game guarantee and your team price — and every unknown is scored at the middle of its range rather than at zero, so silence costs you the upper half of a component and never earns a penalty. A low grade with poor terms published is a different thing from a low confidence figure, and the listing shows which one you have.
What does GameVoya Certified buy for $750?: An annual inspection across ten areas that can end in any of six awards — or in nothing. The organizer pays for the evaluation, never for the result. An inspection that does not meet the standard keeps the fee and earns no certificate. An inspection that always ends in a certificate is a sticker with an invoice attached, and a visitor would be right to ignore it.
What does a GameVoya Spotlight placement do?: $149 per tournament puts your event in a labelled band above the index table and in the other channels on the placement page. It is marked Sponsored everywhere it appears, including when the row is read out of context. It does not touch your grade, your rating, your position in any sort, or whether a visitor who filtered you out still sees you.
When will I be invoiced?: After moderation, by email, to the contact address on the submission — and never before a human has checked the listing against your own event page. A submission we cannot verify is not billed, and a free listing with no placement has nothing to pay. Where card payment is switched on you can also settle a fee immediately at the end of the submission, on the processor’s own hosted page; paying early changes nothing about the queue, and a listing that is then refused is refunded rather than published.
Someone else listed my event. Can I take it over?: Yes. Submit the event through the listing form with your organization's details and it claims the existing record rather than creating a second one. The submission joins the moderation queue like any other, and what a claim gives you is control of the facts the grade reads — not the grade.

Attendees filing a review

The half of every listing we cannot work out ourselves.

Who may file a review?: Anybody who attended: a coach, a manager, a parent, a player or a scout. Organizers may not — the role is absent from the form, refused again at the server, and excluded from every average in the database query, which is three layers rather than a policy. An organizer's public answer to a review is shown, labelled, and stated as not counted.
What happens after I submit one?: It waits on the moderation queue until a human publishes it as filed or refuses it. We do not edit reviews — the only decisions are publish, refuse and un-refuse — and a refusal keeps the row rather than destroying it.
Will the organizer see my name?: Your name and role are published with the review, because an anonymous rating is worth less to the next team than a named one. Your email is not: submitter addresses are never rendered anywhere in the product.

What we count

Everybody who opens the site. The mechanisms, not the assurances.

Do you track me?: We count pageviews in coarse buckets — country, city, device class, language, referring site and which sport or index you opened — to see which events people are looking for. No cookies, no third-party trackers, no IP addresses stored, and nothing that identifies you. There are no cookies and no third-party analytics script — the count is a row written by our own server, and the six things it deliberately cannot hold are listed on this page.
Can you tell it was me?: No, and the reason is the shape of the table rather than a promise about how we use it. There is no column for an IP address: your address is mixed into a salted hash and discarded in the same function call, so what is stored is a string that cannot be turned back into an address. The day is inside that hash, which means today's key for you and tomorrow's are different strings and nothing anywhere records that the two are related — an identity that does not survive midnight cannot become a history. Nothing you type is recorded anywhere: not a search, not a filter you set, not a message to the assistant.
How do I opt out?: Switch on Do Not Track or Global Privacy Control in your browser and nothing is sent at all. Both are checked in the page before a request is made and again on the server before a row is written — two checks rather than one, so the promise holds whichever way the request arrives. There is nothing to delete afterwards, because there is nothing on your device to delete.
How long do you keep it, and who sees it?: 400 days, after which rows are deleted by a scheduled job rather than by somebody remembering to. The reports are read by us, behind the same passphrase the moderation console uses, and they are grouped counts only — the module they are read through exposes no way to look at a single visit, so there is nothing to look up even for us. None of it is sold, shared or sent to a third party.
Does any of this affect what I see?: No. The counts are read once a day by us and never by the site: no listing is ranked, graded, recommended or hidden on the basis of who is reading. What we use it for is deciding which sports and regions to research next, which is the one question the directory's own coverage depends on.

Reading the site in your language

What the language menu changes, and what it deliberately leaves alone.

Is the site available in my language?: The frame is published in 11 languages — English, Spanish, Portuguese, French, German, Italian, Czech, Swedish, Japanese, Chinese, Arabic — and the menu is in the sports bar at the top of every page, marked with a globe and the code of the language you are in. Your choice is remembered in your own browser, so it survives every page you open; on a first visit we use the language your browser already says you prefer, which means most visitors never have to find the menu at all.
Why is a tournament still in English after I switch?: Because that is the language it was filed in, and translating it would mean changing what it says. A listing's fee, dates, hotel rule and description are compiled from the organizer's own event page, and a translation of a fee or a refund term that drifted by one word would be a listing we could not stand behind — a family budgeting from it would be worse off than one reading the original. Reviews are left alone for the same reason from the other side: a team wrote what it wrote, and putting an attendee's account of a weekend into other words would put words in their mouth.
What about the pages explaining how you rate and what you charge?: Those are argued in English too. Several of them are commitments rather than descriptions — what a payment cannot buy, what a certification fee does and does not get you — and a claim that shifts in translation is a different claim. We would rather you read the exact sentence we are bound by than a smoother one we are not. Everything not translated is listed on this page rather than left for you to discover.
Does my language change my prices, grades or results?: No, and none of the three could. Fees are shown in the currency the organizer publishes them in and converted with the same static reference rates for everybody. A grade is computed from the published record and a rating is an average of moderated reviews, so neither reads a language. And nothing is ranked, hidden or recommended differently — the language you read the index in is not one of the things the index knows about you.