Refund & Cancellation Policy

This policy explains how refunds and cancellations work for events you sign up for through Ruloo. It's part of our Terms of Service.

1. Who you're paying

When you pay an entry fee online through Ruloo, you're paying the event's organizer. The payment is processed by Stripe and goes to the organizer's own Stripe account; the organizer is the seller. Ruloo is not the organizer and does not run the event. Ruloo collects a service fee on each online payment for providing the registration and payment tools.

After you pay you get a confirmation number (for example, RUL-7KQ2-M9XA) on the confirmation page and in your confirmation email if you gave one. On your card statement the charge shows the name the organizer set in their Stripe account, usually followed by a short form of the event's name.

2. Each event's refund policy

An event that takes online payment can show its own cancellation and refund policy, written by the organizer, on its registration and preregistration pages before you pay, and in your confirmation email. Whether you can get a refund, and until when, depends on that policy and on applicable law. The organizer decides on refund requests and issues approved refunds from Ruloo.

3. What a refund includes

An approved refund returns up to the event entry price you paid. Ruloo's service fee is non-refundable after a successful online payment:

• If the Ruloo service fee was shown as a separate line at checkout, a refund returns the entry price but not that fee. For example, if you paid $21.00 ($20.00 entry plus a $1.00 Ruloo service fee), an entry refund is $20.00. We call this an event-entry refund, not a full refund.
• If the price you paid included everything (the organizer covered Ruloo's fee), the organizer can refund the full amount you paid.

Stripe's payment-processing fee is never deducted from your refund. It's the organizer's cost.

4. How to ask for a refund

Open your registration page (the link on your confirmation page and in your confirmation email) and tap Request a refund. You can add a reason. The organizer gets an email about your request and decides on it under the event's refund policy; you stay registered until they do. You can also contact the organizer directly. If the organizer approves a refund, it goes back to your original payment method through Stripe, usually within 5 to 10 business days depending on your bank. Your registration page shows when you've asked and when your payment has been refunded.

5. Cancelling a registration you haven't paid for

For a free event, or a registration that isn't paid online, you can cancel from your registration page until the event's cancellation deadline, if it has one, and before round 1 is paired. After that, ask the organizer. Money paid to the organizer outside Ruloo (for example, at the venue) is refunded by the organizer under their own rules.

6. If the organizer cancels the event

If an organizer cancels an event in Ruloo, every online payment for it is refunded automatically, as described in Section 3, and those registrations are cancelled. You don't need to ask.

7. Disputes and chargebacks

If you think a charge is wrong, use Request a refund or contact the organizer first; most problems are solved faster that way. If you dispute a charge with your bank instead, refunds for that payment are paused until the dispute is resolved. The organizer responds to the dispute through Stripe and may send Stripe and your bank a record of your registration, payment, decklist and the rounds you played at the event (including your opponents' names) to show what happened. Your bank decides the outcome.

8. Changes to this policy

We may update this policy from time to time. Changes apply to payments made after the update.

9. Contact

Questions about this policy: support@ruloo.app. Questions about a specific refund: contact the event's organizer.