Skip links
Dashboard
scroll
ProPlay Academy

At ProPlay Academy (operated by POLOTRO ELECTRO SL, Registration No. B22956593), we aim to ensure that your experience on our platform is smooth, transparent, and fair. Below is how refunds work on our website.

How Refunds Work (2 Steps)

Step 1: Refund to Your Website Balance

If a refund is approved, the amount is first returned to your ProPlay Academy account balance.
You can use this balance for any future purchases by selecting “Account Balance” at checkout.

Step 2: Refund to Your Original Payment Method

If you prefer, we can return the funds from your website balance back to your original payment method (such as your bank card or PayPal).
Processing this request takes up to 96 business hours after you submit it to our support team.

When Can You Request a Refund?

You may request a refund in the following situations:

  • Your order was canceled

  • Your booster provided extremely poor service
    (Our management will review the case before making a decision)

  • You changed your mind
    — If the service has already started, a partial refund will be issued based on the progress made

  • A dispute was opened, and the Arbitration Team decided a refund (full or partial) is appropriate

How to Request a Refund

You can submit a refund request in two ways:

  • Go to your order page and click “I need help”, or

  • Contact our support team via live chat on the website

⏳ Please allow 3–5 business days for us to review arbitration tickets before refund processing begins.

Rules for Refunds Back to Your Original Payment Method

  • Refunds are always sent only to the same bank account, card, or PayPal account used for the original payment.

  • You can request full or partial refunds, but:

    • Most payment systems only allow full refunds

    • Partial refunds are supported only by some providers (e.g., PayPal)

If part of your balance was used or a partial refund was already issued:

  • We will refund the remaining amount only if your payment system supports partial refunds.

  • If partial refunds are not supported, the leftover amount stays in your ProPlay Academy account balance and can be used for future purchases.

⏳ Please wait 96 business hours before contacting us about refund status updates.

Timeline for Receiving Your Money

After we process your refund:

  • It may take 1 to 14 business days for the funds to appear in your bank or PayPal account.

  • This timeline depends entirely on your payment provider — we do not control this stage.

Fees and Deductions

  • We do not charge any additional fees for refunds.

  • You receive the exact amount you originally paid.

  • If your payment provider charged a commission at the time of payment, it is their responsibility to return it (subject to their policies).