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Getting your money back
The line is simple: money that has not yet been promised to a player can come back, and money that has cannot.
Before it starts
Cancel an event that has not begun and the whole thing comes back to your wallet — the pool and our fee both. Nobody has been shown it, so nobody has been promised anything.
An unpaid booking is not a purchase. It holds its slot for 48 hours and then quietly releases it, and you are never charged for one.
While it is running
The pool is committed. Players are being shown a prize and are surfing for it, and taking that back mid-event would mean telling people who have already earned a placing that it does not count.
What is unspent still comes back. If an event ends without paying out its whole pool — not enough players placed, or the ceiling on any one player's share held — the remainder is returned to your wallet automatically. You do not have to ask, and it is not quietly kept.
When something went wrong at our end
If your event did not run when it was booked, ran with the wrong audience, or was broken by something on this side, tell us and you get the money back. That is not a concession — you bought a window and did not get it.
What is not covered is a result you hoped for: an event that ran correctly and brought fewer surfers than you wanted is attention you bought and received.
Wallet credit and plans
Credit you bought is refundable while it is unspent, to the card or account that paid for it. Credit you were given — won on a hunt, or an unspent pool coming back — is not, because no money ever changed hands for it. It spends the same; it just cannot be cashed out.
A plan can be ended whenever you like and stops renewing straight away. Time already bought is not refunded, and you keep the tier until it runs out.
How to ask
Write to help@colossari.com with the invoice number from your billing page. Refunds go back the way the money came in, which is the only route we have.
A chargeback raised without asking us first costs us a fee whether or not it succeeds, and it reverses the event as well. Asking is faster and usually settles the same day.
Colossari is a trading name of Longboat Interactive.
3196 Prospect St
Burlington, ON L7N 2P7, Canada