Refunds and disputes

Who decides on a refund

The event organizer sets the refund rules for their event and decides whether a team gets money back. The Rooster does not overrule an organizer's published rules. Post your refund rule with your event details so teams read it before they pay.

What happens to the fees

• The entry fee is refunded according to the organizer's rules and the amount the organizer approves.
• The 3.9% director technology fee and the $4.99 team service fee are handled according to the refund applied to that transaction. Ask us before promising a team a full refund of fees.
• Card processing timing is controlled by Stripe, not by The Rooster.

Canceled or postponed events

If an organizer cancels an event, the organizer is responsible for telling teams and for the refunds they promised. If an event is postponed, state clearly whether entries carry to the new date or are refunded.

Weather and venue closures are common. Publish a rain policy before sign-up opens.

Normal refund timing

Once a refund is approved and submitted, the money returns to the team's original payment method on Stripe's normal schedule, which is often 5 to 10 business days. Bank timing varies and is outside our control.

Chargebacks and disputes

If a team disputes a charge with their bank, Stripe handles the dispute process. The organizer is expected to provide event details, sign-up records, and any communication that supports the charge. The Rooster will share the records we hold for that registration.

When funds may be recovered from an organizer

If a payout has already been sent and a refund or dispute later reduces the amount owed, the balance may be recovered from future payouts on the connected Stripe account, consistent with the Stripe Connect terms the organizer accepted.

Offline and free events

If a team paid you in cash or another offline method, that refund is entirely between the team and the organizer. Free divisions have no payment step and nothing to refund.

Questions

Email [email protected] with the event name and the team involved. For pricing details, see pricing. For the full agreement, see our Terms of Service.