Cancellation Policy

This policy applies to all transactions, including ticket purchases and real-time requests/ shoutouts, made through the Popla platform. Please note that Popla acts only as the payment service provider; the Creator is responsible for delivering the product or service.

Paid Real-Time Requests & Shoutouts
1. • No Guarantee of Fulfillment: Payment secures the submission of your request to the Creator, not a guarantee that the Creator will accept or fulfill it.
2. • Non-Refundable: Payments for requests are considered earned at the moment of submission. Therefore, these payments are generally non-refundable, even if the Creator does not fulfill the request during the session.
3. • Creator Session Cancellation: If the entire live session or stream is canceled by the Creator before it begins, your request payment may be eligible for a full refund, subject to Popla's review.
Event Ticket Cancellation and Refunds
1. A. Event Canceled by the Creator
  1. • Full Refund: You will need to contact the event organiser to receive a full refund of the ticket price and not Popla’s non-refundable service fees.
  2. • Processing: Refunds are processed back to the ticket purchaser by the Creator. Please allow 5–10 business days for the refund.
2. B. Event Postponed or Rescheduled
  1. • Your ticket remains valid for the new date.
  2. • The Creator must communicate the new date. If you cannot attend, the Creator is typically required to offer a refund within 30 days of the postponement announcement. If the Creator fails to honor this, contact Popla for mediation.
3. C. User-Initiated Cancellation (Change of Mind)
  1. • Popla does not offer refunds if you cannot attend or simply change your mind. All sales are final unless the event is officially canceled or rescheduled.
  2. • Check the event page for the Creator’s specific refund policy (e.g., 'Refunds available up to 48 hours before the event'). You must follow that policy for a non-canceled event refund.
Popla's Role and Disputes
1. • Limited Liability: Popla’s role is to facilitate the transaction. We do not guarantee the quality or execution of any event or live service. Our liability is limited to facilitating the refund process as outlined above.
2. • Disputes: If a Creator refuses to issue a refund that is required under Section 2.A (Canceled Events), or fails to follow their own publicly stated policy, please contact Popla Support within 14 days of the scheduled event date.
Contact Information
If you require assistance with a refund or cancellation, please contact us at support@getpopla.com.