Refund Policy
This Refund Policy explains when refunds may be available for purchases made through the Pokal platform (the "Service"). It applies to plan subscriptions purchased from us and, as a general framework, to products sold by Sellers. Please read it together with our Terms of Service.
1. Overview
Most items sold through the Service are digital goods delivered instantly — such as license keys, Discord roles, downloads or text. Because these are delivered immediately and cannot be "returned", all sales are considered final unless stated otherwise below or required by applicable law.
2. Nature of digital goods
Once a digital product has been delivered (for example a key revealed to you, a role assigned, or a file made available), it is deemed consumed and is generally non-refundable. Where you expressly request immediate delivery of digital content, you may lose any statutory right of withdrawal to the extent permitted by law.
3. When you may be eligible for a refund
We (or the Seller) may grant a refund where:
- you were charged but the product was never delivered and cannot be delivered;
- a delivered item is faulty, invalid or materially not as described (for example a license key that does not work) and cannot be replaced;
- you were charged more than once for the same order in error;
- a refund is required by applicable consumer-protection law.
4. When refunds are not available
- you changed your mind after a digital item was delivered;
- you failed to read the product description before buying;
- the issue is caused by your own error, third-party software, or misuse of the product;
- you violated the Terms of Service in connection with the purchase;
- the request is made after any window stated by the Seller has passed.
5. Subscription plans
Paid plans give you access to features for the billing period. You may cancel at any time to stop future renewals; cancellation takes effect at the end of the current period and, unless required by law, fees already paid for the current period are non-refundable. If you believe you were charged in error, contact us promptly.
6. How to request a refund
To request a refund, contact the Seller (for a product) or us (for a plan) as soon as possible and include:
- your order ID or invoice reference;
- the Discord account used for the purchase;
- a description of the problem and any supporting evidence (for example a screenshot of an invalid key).
7. Processing & timelines
Approved refunds are issued to the original payment method where possible. Once approved, refunds are typically processed within a reasonable period; the time for funds to appear depends on your payment provider or bank.
8. Crypto payments
Cryptocurrency transactions are irreversible on the blockchain. Where a refund of a crypto payment is approved, it will be sent as a new transaction to a wallet address you provide, valued as agreed at the time of the refund. We are not responsible for network fees or for value changes between payment and refund.
9. Chargebacks
If you have a problem with an order, please contact us or the Seller before initiating a chargeback. Filing a fraudulent chargeback for a product you received may result in suspension of your account and loss of access to purchased items.
10. Statutory consumer rights
Nothing in this policy limits any non-waivable rights you may have under mandatory consumer-protection laws in your jurisdiction. Where such laws grant you stronger rights, those rights prevail.
11. Contact
For refund questions relating to a plan purchased from us, contact our support Discord server or email support@pokal.shop. For a product, contact the Seller you purchased from.