Refund Policy

This policy applies to payments made to SportPool for paid pool tiers — Pool Plus, Pool Max, and Pool Ultra — and to any other product we sell directly, as and when they go on sale. Prices and what each tier includes are on our Pricing page.

It does not apply to entry fees, buy-ins, or prize money arranged between a pool administrator and the members of their pool. Those never pass through SportPool, and Section 8 explains what to do about them.

Who you buy from. When paid tiers go on sale, purchases will be processed by Paddle, which acts as the merchant of record. That means Paddle is the seller for the transaction, Paddle's name is what appears on your statement, and Paddle handles any sales tax or VAT due in your country. You deal with us for everything else — support, decisions about refunds, and your account.

This policy sits alongside our Terms of Service. Nothing here limits any refund or cancellation right you have under the consumer law of the country you live in — where that law gives you more than this policy does, the law wins.

A paid tier is a one-time purchase for a single season or tournament. It is not a subscription. Nothing renews automatically, and we will not charge the same card again unless you deliberately buy something else.

Because there is no recurring charge, there is nothing to cancel. If you simply do not want to pay again next season, do nothing — no charge will be made.

You can request a full refund within 14 days of your purchase, provided your pool has not yet started — that is, provided the first prediction deadline in your pool has not locked.

You do not need to give a reason. Changed your mind, bought the wrong tier, your group decided not to play — all of it counts.

If we refund a paid tier, the pool returns to the Free tier. Any predictions, standings, and banter already in the pool stay exactly where they are; only the paid features switch off, and members over the Free tier limit will no longer be able to submit new entries.

Once the first prediction deadline has locked, the pool is live and the service you paid for is being delivered — scoring, leaderboards, and the rest of it — so purchases are generally non-refundable from that point.

There are two standing exceptions, and we apply them without argument:

• The competition never happens, or is abandoned or cancelled by its organisers before a meaningful part of it has been played. You get a full refund.
• We fail to deliver. If a paid feature does not work, or a fault on our side materially spoils your pool, tell us. Depending on what happened and when, we will refund you in full or in part.

Outside those cases we will still look at genuine mistakes — a duplicate purchase, the wrong pool, a tier bought minutes before a deadline nobody noticed. Write to us and explain. We would rather be fair than technically correct.

Pool Ultra is bought by venues ahead of a tournament and includes work we produce specifically for you, so it works a little differently:

• Full refund if you cancel more than 30 days before the tournament begins.
• Partial refund inside 30 days, reduced by the value of anything already produced or delivered to you — in particular a branded marketing pack, which is made to order and cannot be un-made.
• No refund once the tournament has begun, except under the service-failure exception in Section 4.

If you are a venue and something has gone wrong, contact us directly rather than working through this page — we will deal with it personally.

We do not currently sell any recurring subscription. If we introduce one, these terms will apply to it and we will say so here before it goes on sale:

• You can cancel at any time, and cancelling stops all future charges.
• Cancelling takes effect at the end of the period you have already paid for. You keep access until then, and we do not refund the part of the period already used.
• The 14-day window in Section 3 applies to your first payment.

Paid tiers are sold through our website, where Paddle is the seller of record and this policy applies in full. If we ever sell something inside the iOS or Android app, that purchase is handled by Apple or Google as the seller instead, and their refund process applies, not ours — we are not able to refund it on their behalf.

For those purchases, request a refund through Apple (reportaproblem.apple.com) or Google Play. If they turn you down and you believe you have a fair case, contact us anyway and we will see what we can do.

This is the most common confusion, so it is worth being blunt about it.

SportPool does not collect, hold, process, or disburse entry fees or prize money. When a pool has an entry fee, that money moves directly between the members and their pool administrator, through whatever method they choose. We never receive it, and we take no percentage of it.

So if you paid an entry fee to a pool admin and want it back, ask the admin. We cannot refund money we never had, and the "paid" marker an admin can tick in the app is only a bookkeeping note — it is not a payment to us and not evidence of one.

What we can refund is what you paid us: the tier that unlocked the pool's features.

Email support@sportpool.io or use our contact form. To help us find the payment quickly, include:

• The email address on your SportPool account
• The name of the pool
• Roughly when you bought it, and which tier
• Anything you want us to know about why

We aim to answer within two business days and to make a decision within five. If we need something else from you, we will ask rather than let it sit.

Approved refunds go back to the original payment method. We cannot send a refund somewhere else — a different card, a bank transfer, or account credit — because the refund reverses the original charge.

Once we approve it, we instruct Paddle to issue it the same day. How long it then takes to appear is up to Paddle and your bank or card issuer, and is typically 5 to 10 business days. Refunds are made in USD; if your card is in another currency, the amount you receive may differ slightly from the amount you paid because the exchange rate has moved. That difference is your bank's, not ours, and we cannot make it up.

If you were charged twice for the same thing, or charged an amount you did not authorise, tell us and we will refund it in full. This is not subject to the 14-day window or to whether your pool has started — a mistaken charge gets fixed whenever we find out about it.

Please contact us first. Almost every refund request we receive is resolved quickly, and a chargeback takes far longer for you than an email does.

Where a chargeback is opened against a charge we would have refunded anyway, we will not contest it. We may suspend paid features on the affected pool while the dispute is open, since the payment for them has been reversed.

We may update this policy as the product changes. The version that applies to your purchase is the one published on the day you bought it, so a later change cannot take away a refund right you already had.

Substantive changes will be announced by email to affected customers before they take effect.

Questions about a payment, a refund, or this policy:

support@sportpool.io

Or use the contact form. A real person reads it.