Pollaya Refund Policy

Refund or Withdrawal Conditions

Last updated: April 22, 2025

Withdrawal Request

You have the right to request a withdrawal from Pollaya under the following conditions: You can withdraw your purchase no later than 30 calendar days after your payment, as long as the app has not been used (e.g., no more than the free players have been added, no scores or points entered, etc.) or it is not meeting your expectations. For this, you have the following options:
  1. Credits for another tournament valid for up to one (1) year after the purchase to redeem them (e.g., Euro Cup, Champions League, World Cup, etc.)
  2. Refund based on the payment method:
    • Payments made with a credit card: A 100% refund will be issued to the credit card used for the payment (it may take approximately 25 business days to reflect the refund).
    • Payments made with other payment methods (PSE, cash, bank deposits, etc.): A 94% refund of the paid amount will be issued. The remaining 6% corresponds to the platform fee automatically charged by PayU at the time of purchase. After you contact us, we will reach an agreement on how the refund will be processed no later than 30 calendar days.
If you wish to submit a request, please email us at [email protected] with all the group details related to the payment (group name and admin’s email), clearly explaining the reason for your request.

Refund Request

If you have already used the platform, here are the cases in which you may request a refund from Pollaya:
  1. If the tournament/cup is officially canceled by the organizing entity before the start date, you have these options:
    • Credits for another tournament valid for up to one (1) year after the purchase to redeem them (e.g., Euro Cup, Champions League, World Cup, etc.)
    • Refund based on the payment method:
      • Payments made with a credit card: A 100% refund will be issued to the credit card used for the payment (it may take approximately 25 business days to reflect the refund).
      • Payments made with other payment methods (PSE, cash, bank deposits, etc.): A 94% refund of the paid amount will be issued. The remaining 6% corresponds to the platform fee automatically charged by PayU, PayPal, or MercadoPago at the time of purchase. After you contact us, we will reach an agreement on how the refund will be processed no later than 30 calendar days.
    • If the tournament/cup is officially canceled by the organizing entity after the start date, no refund will be available.
If you wish to submit a request, please email us at [email protected] with all the group details related to the payment (group name and admin’s email), clearly explaining the reason for your request.