Founding Rooms

Refund policy

Last updated 3 November 2026

Before your room goes public

You can cancel and receive a full refund at any time between payment and the moment you approve your room's preview. You do not need to give a reason.

If we are late

If your room is not ready for preview within 14 days of us receiving your logo, colours and links, you can cancel for a full refund, even if you later approve it.

After your room goes public

Once you approve your preview and your room is live, the room is delivered and the package price is not refundable, except where the law requires otherwise.

Creator nights (Arena)

The creator night is part of the Arena package. If it has not taken place within 90 days of your room going live, for any reason on our side, you can ask for a refund of US$3,000, the difference between the Arena and Founding Room prices. You keep your room.

If we decline your brand content

If we cannot accept your brand content under our terms of sale and we cannot agree a replacement, we refund you in full.

How to ask for a refund

Email partners@bigpool.app from the address you paid with, or include your receipt number. We confirm within two working days. Refunds go back to the original payment method through Stripe and usually arrive within 5 to 10 working days, depending on your bank.