Cancellation Policy

This policy applies to ticket purchases, paid song requests, and shoutouts made through Popla. Popla provides the platform and uses third-party payment providers; Creators and Event Organizers are responsible for delivering their events and services.

1. Song Requests and Shoutouts

   • Pending Requests: You may cancel a request while it is still pending. A pending transaction that is cancelled or rejected is not completed.

   • Accepted or Played Requests: A request cannot be cancelled after it has been accepted or played. A completed charge is generally non-refundable.

   • Unfulfilled Requests: Payment is for submitting the request and does not guarantee that the Creator will fulfill it. If you believe a completed charge was incorrect or the service was not provided, report it to Popla within 24 hours so we can investigate.

   • Session Cancellation: When a live session is cancelled, pending or otherwise uncompleted request transactions are cancelled. Contact support if a completed charge remains for a service that was not provided.

2. Event Ticket Cancellations and Refunds

   1. Event Cancelled by the Organizer

      • When an organizer cancels an event through Popla, Popla starts the refund process for valid paid tickets. The refundable amount is the ticket price; attendee-paid service fees are not refunded.

      • Refunds are normally returned through the original payment route or another supported method. Some transactions may require additional review.

      • The time for a refund to appear depends on the payment method and the purchaser's financial institution. A submitted refund may remain pending until it is confirmed.

   2. Event Postponed or Rescheduled

      • A ticket remains valid when an organizer changes the event date unless the organizer states otherwise.

      • Rescheduling does not automatically trigger a refund. Contact the organizer about its published refund terms, or contact Popla Support if the organizer does not respond.

   3. Purchaser Cancellation or Change of Mind

      • Popla does not automatically refund a ticket when a purchaser can no longer attend or changes their mind.

      • Any discretionary refund for an active event is subject to the organizer's published refund terms and applicable law.

3. Popla's Role and Disputes

   • Popla provides the platform and coordinates payment and refund instructions with third-party payment providers. Organizers remain responsible for their events, event information, and any organizer-specific refund commitments.

   • If an expected refund has not been initiated or completed, contact Popla Support promptly with your ticket or transaction details. We may request additional information and may refer a payment-provider issue to that provider.

4. Contact Information

   For help with a cancellation or refund, contact [email protected].