Refunds & disputes

Any time before a pool closes, you can withdraw your own contribution from the pool page and get a full refund to the card you paid with. Refunds normally land in 5–10 business days, depending on your bank.

A host can cancel a pool that hasn't been confirmed. When they do, every paid contribution is refunded in full automatically. Nobody has to ask.

We may also cancel and refund a pool ourselves if we believe an outcome was declared dishonestly, if the designated recipient never completes verification, or if a pool breaks our terms.

Contributions are gifts to the designated recipient; predictions are for entertainment among invited participants. Once the host confirms an outcome, the gift fund is committed to the designated recipient and contributions can't be refunded. The pool page says this before you pay, not after.

Stripe does not return its card processing fee (2.9% + 30¢ per entry) when a payment is refunded. Poolsy absorbs that cost rather than passing it on, so you get your full contribution back — including the Poolsy fee you paid on top of it.

If you don't recognise a Poolsy charge or think something's wrong, contact us first — we respond within two business days and can usually refund it faster than a bank dispute resolves.

If a dispute is filed with your bank, we remove that contribution from the pool immediately. On a pool that hasn't been confirmed yet, the gift fund goes down by that amount. On a pool that has already been confirmed, the distribution is put on hold and reviewed so the same money isn't sent twice. We may suspend an account with repeated disputes.

Email the address on your receipt with the pool name and the date of the charge. Include your Stripe receipt number if you have it and we'll sort it out.