How to get your money back

The promise

Within 72 hours of your payment, we refund it. No questions, no reason required. You do not have to justify changing your mind, and you will not be asked to.

How to ask

1. Write to [TO BE CONFIRMED: contact email] from the email address you paid with.
2. Include the order number from the receipt Polar sent you, if you still have it. If you do not, the email address and roughly when you paid is enough to find it.
3. That is the whole process. We do not need to know why, and we will not ask you to fill anything in.

The money goes back through Polar to the same card or wallet you paid with. Sales tax goes back with it. How quickly it appears is up to your bank — usually a few working days, and it is out of our hands once Polar has sent it.

What a refund does to the board

While the week is still running: the fandom's pool drops by that amount immediately, and the ranking recalculates. That can cost your fandom a position, and it is still the right behaviour. A live counter that ignores money going back out is a counter that lies.

Once the week has closed:

When the whistle blows, the result is final. Refunds after a season closes are honored in money — you get your money back — but not in the record. The week that already happened stays the way it happened.

You get every cent back. The finished week keeps its crown, its totals and its final table, because they were frozen at the moment it closed. Our revenue really does drop; the record does not move. If closed weeks could be recalculated, a fandom could be un-crowned days after celebrating and every screenshot of that victory would stop matching the site.

Refunds we send without being asked

Nobody can give more than $50 in any rolling 24 hours. Occasionally a payment gets past that anyway — two tabs open, or a checkout page left sitting for an hour before it is paid. When that happens the part that fits under the limit is scored, and the rest bought no rank at all.

We refund that remainder. You do not have to notice or ask. Keeping money that moved no number would be quiet revenue taken from someone who got nothing for it, and that is not a trade we are willing to make.

After the 72 hours

Outside the window, a refund is at our discretion, and we would rather describe that honestly than promise something we cannot guarantee. Two cases where the answer is simply yes:

• Someone under 16 paid. If a parent or guardian tells us, we refund it, whatever the window says.
• Something on our side went wrong. Double charge, a payment that never appeared on the board, money that bought no rank. Our mistake, our problem to fix.

Otherwise, ask. A person reads the message, and being ordinarily reasonable is not against policy.

Please talk to us before opening a dispute

If something is wrong, email us before asking your bank to reverse the charge. Two reasons, and the second one is ours:

• A refund from us is faster than a dispute. A dispute can take weeks; we can usually act the same day.
• Disputes cost us a fixed fee each and count against the site's standing with the payment processor. Enough of them and the payment account is suspended, which ends the site for everyone — including the fandoms with money on the board.

So there is no scenario where a dispute gets you an outcome we would not have given you for free. Write first.

Things that are not going to catch you out

• There is nothing recurring. One payment, one time. No subscription, no auto-renewal, no stored card on our side, nothing to cancel.
• No partial credits or vouchers. A refund is money back to your card. We do not hand out site credit instead.
• A refund never costs you a fee. You get the full amount you were charged, including the tax.
• Refunding does not ban you. Change your mind, get your money back, come back next week if you feel like it.

Related: the rules (limits, scoring and the closed-week rule), the terms, and the stats page, where the total amount refunded is published as its own line rather than netted out of the headline.