💸 Refund Policy
Tokens, no-match refunds, canceled events, and where the money belongs when it goes sideways.
1.What tokens are
- ✓Tokens are in-app currency for events and gifts. They are not redeemable for cash, not transferable between users, and not an investment.
- ✓You earn them (verification, referrals, giveaways) or buy them (100 for $4.99, 1000 for $9.99). Money buys floors and tokens — never entry.
- ✓Tokens are never spent on messaging. Ever.
2.The no-match rule — automatic and private
- ✓Joining an event places a hold on the entry tokens; it is not a charge yet.
- ✓No match, no timeout payout? The hold is released — your tokens come back automatically. No form, no waiting, no fuss.
- ✓It happens quietly. Silent loss, public win — rejection is always private.
- ✓A match? The hold converts to the entry cost and the song plays. That’s the deal.
3.Canceled events
- ✓If an event is canceled (for example, not enough people to fill the floor), every reservation is automatically refunded in full.
- ✓You keep the same spot in line for the next set — nothing lost.
4.Purchases & memberships
- ✓Token pack purchases and membership payments follow Stripe’s refund process — the payment processor owns the money side, and disputes are final through them.
- ✓Memberships can be canceled anytime, in one click, from your Account page. No phone calls, no retention scripts.
- ✓We step into a money dispute only when it escalates beyond the processor (fraud rings, account-level issues) — otherwise Stripe handles it end to end.
5.Where to go with a problem
- ✓Billing or charge questions → the helpdesk, or directly with Stripe through your receipt.
- ✓Anything else → the club desk. A human reads it.
- ✓Refund requests are handled in the order they arrive; automatic refunds (no-match, canceled events) never need a request at all.
Questions? Write helpdesk@smartscott.online.