Effective September 1, 2026

Refunds &
cancellation.

Poolo separates stopping future charges from reversing a charge that was already processed.

Stop future charges

A member can leave from the pool page and an organizer can cancel the pool. Poolo stops future authorizations after processing the request. A charge already submitted to Stripe may still complete and must be handled as a refund request.

Requesting a refund

Submit the request through Support or email support@poolo.me as soon as possible and identify the pool and charge. Poolo may ask the organizer and member for relevant information. When an organizer approves a full refund through Poolo, Poolo asks Stripe to reverse the plan-share transfer and Poolo application fee. Stripe and card-network timing controls when the credit appears.

When a refund may be appropriate

Examples include a duplicate charge, a charge after a properly processed cancellation, a materially incorrect amount, an organizer who cannot provide the represented plan seat, or a payment Poolo or Stripe confirms was unauthorized. A provider's decision to restrict or end access is reviewed based on the facts and does not automatically require Poolo to fund a refund that it does not control.

Fees and partial refunds

Poolo will return amounts it controls when required by law or when Poolo approves the refund. Processor and network costs may not always be recoverable. Checkout and the refund decision disclose any amount that cannot be returned. Nothing here limits a non-waivable consumer right.

Failed payments and disputes

Failed payments are not paid and do not need a refund. For an unrecognized charge, contact Support promptly. Poolo records dispute events, pauses affected collection when appropriate, and may provide Stripe with the authorization, amount, pool, and cancellation records needed to resolve the dispute.