Refund and Cancellation Policy

1. Photo Refund Request Window

Photo refund requests are reviewed; submitting a request does not mean it is approved or that a refund has been issued. Submit a request through the link on your receipt within 30 days of purchase. Requests submitted within 14 days receive standard review. Requests submitted after day 14 and within day 30 may be reviewed at our discretion.

2. How to Submit a Photo Refund Request

Open the receipt link and include the reason for your request. If the receipt link is unavailable, contact us through /legal/contact within 30 days of purchase and include your order ID and reason. We cannot accept or route photo refund requests after day 30, including by email. This Platform intake window does not limit rights that cannot be waived under applicable law.

3. Photo Refund Method

Approved photo refunds are issued to the original payment method via Stripe. Except for an approved event registration deferral described below, we do not issue Platform credits or alternative payment methods.

4. Registration Deferrals Are Not Refunds

Approval of a registration deferral does not refund the original payment to the Athlete’s card or other payment method. Instead, it releases the original event entry and creates the limited registration credit described in the Terms of Service. The credit cannot be exchanged for cash. Once applied to a future registration, it is consumed and is not restored if that future registration is later cancelled or refunded. Event-specific refund rights, mandatory consumer rights, and an organizer’s written event policy may apply separately. Other event-registration refund or cancellation eligibility is controlled by the organizer’s written event policy and applicable law.

Group-origin deferrals are not currently active. If PodiumBase announces that program, an approved case for one participant will not refund the shared group PaymentIntent, trigger a full-group cash refund, or change sibling registrations. A shared-payment refund request or dispute after a participant case leaves the requested state may require manual review. The participant’s entry-only credit remains subject to the Terms of Service, is not owned by the group payer, and does not carry source add-ons, fees, discounts, or other unused value. Mandatory consumer rights and an organizer’s written event policy are preserved.

5. Race Director and Provider Photo Refunds

Photo refunds initiated by Race Directors follow the same photo-purchase policies above and are subject to Provider notification.

6. Disputes and Chargebacks

If you initiate a chargeback with your bank or card issuer without first attempting to resolve the issue with our support team, we may suspend your account pending dispute resolution. Most issues can be resolved faster through our refund process.

7. Cancellations

Photo purchases are processed immediately upon payment confirmation. There is no separate cancellation window prior to processing.

8. Stripe Processing

Approved refunds are issued through Stripe, Inc. to the original payment method. For card payments, issuers typically post a refund within 5-10 business days after it is issued, but actual timing depends on the issuer and can vary. This is an estimate, not a guarantee.

9. Contact

Refund questions: use the refund support path.