Refund Policy
GoOrLose is built on the principle that penalties have to sting to work. That said, we want the system to feel fair. This policy explains when you can get a penalty reversed.
When we will refund
- Technical failure on our side. The check-in infrastructure was unavailable, your check-in was not recorded due to a bug, or we misclassified a valid check-in as missed.
- Duplicate or incorrect charge. Stripe charged the same penalty twice or charged the wrong amount.
- Unauthorized charge. Someone used your account or card without permission and we can verify this.
- Legal right of withdrawal. Where mandatory consumer law in your jurisdiction grants you a refund we cannot contract away.
When we will not refund
- You forgot, were too tired, or "didn't feel like it."
- You went to a different gym than the one you registered.
- You left the geofence before the 10 minutes were up.
- You changed your mind about the stake amount after the fact.
- You missed the cutoff time you chose yourself.
The entire point of the product is that the penalty is enforced.
Good-faith exceptions
If something genuinely outside your control prevented a check-in (medical emergency, bereavement, natural disaster), contact support within 14 days of the miss. We may, at our discretion, reverse the penalty one time as a good-faith gesture. This is not an entitlement.
How to request a refund
Email support@goorlose.com from the address on your account. Include the date of the penalty, the amount, and a short description of what happened. We aim to reply within 5 business days.
Pool winnings
Pool distributions already credited to your balance are not refundable to the contributing users, except where we determine a systematic error or fraud occurred. If we have to reverse a distribution we will notify affected users in-app.
Chargebacks & pool access
If you dispute a penalty charge directly with your card issuer instead of contacting us, your Commitment Mode is automatically and permanently disabled. See Terms §6 — Disputes & pool access for the full consequences. If you think there's a legitimate issue with a charge, email support first — that route keeps all options open.
In-app store purchases
If you purchased a subscription or consumable through the Apple App Store or Google Play, refunds for those purchases are handled by the respective store under its own policy. We cannot issue refunds on store purchases directly.
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