LOOSE / refunds
Refunds & cancellations
Fair rules for buyers and sellers. Effective October 28, 2026.
Right now: LOOSE is in early access and payments are in test mode, so no real money is charged. These rules apply once real payments are switched on.
Gear and merch
- If an item doesn't arrive, arrives damaged, or isn't as described, tell us within 14 days of the delivery date (or the expected date) and you'll get a full refund, including shipping. We may ask for a photo.
- Change-of-mind returns are up to the seller and are shown on the listing.
Lessons and local guiding
- Cancel 24 hours or more before the start: full refund.
- Cancel less than 24 hours before: the instructor or guide may keep up to 50%.
- The instructor or guide cancels, doesn't show, or calls it off for unsafe conditions: full refund, or reschedule if you prefer.
Tickets
- Event cancelled: full refund. Event moved: full refund if you can't make the new date.
Collabs
- Payments for a collab follow what everyone agreed up front. If the work isn't delivered, the buyer gets a refund of what hasn't been paid out yet. If there's a dispute, email us and we'll look at it with everyone involved.
How to ask
Email joinloose@mail.grokbot.com with the email you used, the date, and what you bought or booked. Approved refunds go back to your original payment method through Stripe and usually show up in 5–10 business days, depending on your bank.
This doesn't limit any rights you have under consumer law where you live.