This Refund Policy covers purchases on shortpool.tv, the website that ShortPool operates, and explains when you can get your money back and how to ask for it.
Online payments are handled by an authorised third-party payment provider. The provider, the payment options and the applicable terms are shown at checkout before you pay. ShortPool does not receive or store your full payment card details. Besides processing the payment, that provider deals with applicable taxes, invoices and part of the payment-related customer service. Any refund we approve under this Policy is returned to the card or other payment method you originally used, via the same provider.
1. What you get and when it arrives
- Credits unlock episodes, and they show up in your account the moment we have confirmation of your payment. They are not money: you cannot swap them for cash or withdraw them, and they are worth nothing in monetary terms.
- Plus is a subscription giving access to digital content for whichever billing period you select, and it switches on as soon as we have confirmation of the payment.
- Both are digital and arrive instantly. Delivery is therefore complete once the credits are visible in your balance or Plus is running on your account.
2. Cancelling Plus
Plus keeps renewing automatically until you cancel it. Cancelling is not the same thing as getting a refund: it only prevents the next renewals, and you keep access to the end of the period already paid for. You can cancel whenever you like from ShortPool › Plus, or by writing to [email protected]. A subscription bought inside one of the mobile apps has to be cancelled through your Apple or Google account.
3. When you are entitled to a refund
No explanation is needed from you in any of these cases:
- a technical fault on our side kept you from using what you had paid for;
- you were billed two or more times for a single purchase;
- you never authorised the charge;
- the payment went through, yet the credits or the Plus access did not reach your account and we cannot put that right;
- a refund is required in any other situation by the law that applies to you.
4. When a refund is not normally given
Credits already used to unlock content are normally not refunded, since that content has been delivered to you. Nor, normally, is any part of a subscription period that you have already used; what you can do is cancel so that it does not renew.
Your legal rights to a refund or to withdraw from a purchase still apply in full, and every request is judged on its own facts. Write to us and tell us why if you feel the decision in your case is unfair.
5. How to ask
From the email address linked to your ShortPool account, write to [email protected] and tell us:
- what went wrong;
- when you were charged and how much;
- the order or receipt number in the confirmation you received for the payment;
- which email address your account uses.
6. Timing
Expect a reply from us within 5 business days; that is our aim. Approved refunds are paid back to the original payment method; after that, the time it takes for the money to appear is up to the bank or card issuer you use, though it is typically a few business days.
Refunding credits that you have not yet spent means they are taken out of your balance. Refunding Plus means your Plus access stops.
7. Buying inside the mobile apps
We cannot refund purchases made through Google Play Billing or Apple In-App Purchase ourselves, because Google and Apple process them under their own refund rules. Please contact Apple or Google to request the refund; we are glad to help with the purchase details.
8. Questions
If you have a question about a payment or a refund, write to [email protected].
Who publishes this and how to reach us
This document is issued by ShortPool, which runs shortpool.tv and our mobile apps.
For account matters, refunds, rights complaints or any other question, write to [email protected]. Answers are sent from that same mailbox, and we try to respond in no more than 3 business days.