DRAFT DOCUMENT — FOR ATTORNEY REVIEW ONLY This document is a first draft prepared for legal review and should not be published or relied upon without review and approval by qualified legal counsel familiar with sweepstakes, gaming, and Tennessee law.
Purchases & Billing

Refund Policy

Gold Coins, Memberships & Merchandise

Effective Date: [INSERT DATE] Version 1.0
Table of Contents
  1. Section 1 — Gold Coin Purchases — No Refunds
  2. Section 2 — Exceptions — When Refunds May Be Granted
  3. Section 3 — Membership Subscriptions
  4. Section 4 — Merchandise & Swag Purchases
  5. Section 5 — Chargebacks
  6. Section 6 — State-Specific Rights
  7. Section 7 — Contact for Refund Requests
Section 1 — Gold Coin Purchases — No Refunds

All Gold Coin package purchases are final and non-refundable. By purchasing Gold Coins, you acknowledge that you are purchasing a virtual entertainment product for immediate digital delivery and that no physical goods are transferred. Gold Coins have no cash value and cannot be redeemed for cash or any consideration of monetary value.

The no-refund policy for Gold Coins applies because:

  • Gold Coins are a virtual digital product delivered immediately upon purchase.
  • Sweeps Entries bundled with the purchase are credited to your account upon purchase and may have already been used.
  • The purchase is for entertainment purposes and not for any goods or services with ongoing delivery obligations.

Important: Sweeps Entries bundled with any Gold Coin purchase will be forfeited if a refund exception is granted. Sweeps Entries used to enter any pool prior to a refund request are non-refundable.

Section 2 — Exceptions — When Refunds May Be Granted

PoolStake may, at its sole discretion, grant a refund in the following limited circumstances only:

  • Duplicate charge: You were charged more than once for the same transaction. Documentation required.
  • Technical error: A verifiable platform error caused your account to be charged without successfully completing the intended transaction.
  • Unauthorized transaction: You did not authorize the charge and report it to us within seven (7) days of the transaction date.

Refund requests for any of the above exceptions must be submitted by email to hello@poolstake.app within seven (7) days of the transaction date. Include your account username, the transaction date, amount, and a description of the issue.

We will review and respond within five (5) business days. Approved refunds will be processed to the original payment method within five (5) to ten (10) business days.

Section 3 — Membership Subscriptions

PoolStake membership subscriptions (Pro, VIP, Elite) are billed on a monthly recurring basis.

  • Cancellation: You may cancel your subscription at any time through Account Settings. Cancellation takes effect at the end of the current billing period. You will retain full membership access and benefits until the end of the period for which you have already paid.
  • No partial refunds: No partial refunds are provided for unused portions of a subscription period. If you cancel mid-month, your membership remains active until the period ends.
  • Sweeps Entries credited upon renewal: Sweeps Entries credited at the start of a billing period are non-refundable if the membership is subsequently cancelled.
  • Pro-rated refunds for billing errors: If you are charged due to a billing error (e.g., charged after a confirmed cancellation), contact us within seven (7) days for a full refund of the erroneously charged period.
Section 4 — Merchandise & Swag Purchases

Merchandise purchased through the PoolStake store is fulfilled by Printful (print-on-demand). The following policies apply:

  • Defective or incorrect items: If you receive an item that is defective, damaged, or different from what was ordered, you may request a replacement or refund within thirty (30) days of delivery. Please email hello@poolstake.app with your order number and photos of the item.
  • Change of mind: We do not accept returns or provide refunds for merchandise purchased due to a change of mind, as all items are custom-printed to order.
  • Shipping delays: We are not responsible for shipping delays beyond our control. If tracking shows non-delivery after forty-five (45) days, contact us for resolution.
  • Sweeps Entries from merchandise purchases: Sweeps Entries credited in connection with a merchandise purchase will be forfeited if a merchandise refund is granted.
Section 5 — Chargebacks

Initiating an unauthorized chargeback or payment dispute for a valid transaction is a material breach of the PoolStake Terms of Service and will result in:

  • Immediate and permanent account termination.
  • Forfeiture of all Gold Coin balances, Sweeps Entries, and any pending prize claims.
  • Potential legal action for recovery of disputed funds and associated costs.

If you have a concern about a charge, please contact us at hello@poolstake.app before initiating a chargeback. We are committed to resolving legitimate billing disputes fairly and efficiently.

Section 6 — State-Specific Rights

Some jurisdictions provide consumers with statutory refund rights that may supersede this Policy. Nothing in this Policy is intended to waive any rights you may have under applicable consumer protection law in your jurisdiction.

If you believe you have a statutory right to a refund not addressed by this Policy, please contact us at hello@poolstake.app.

Section 7 — Contact for Refund Requests
  • Email: hello@poolstake.app
  • Subject line: "Refund Request — [Your Username]"
  • Include: account username, transaction date, amount, payment method, and reason for request.
  • Response time: within five (5) business days.