Refund & Billing Policy.

Effective: May 1, 2026 · Last updated: May 1, 2026

This policy describes how ENTRRO bills customers, when refunds apply, and how to dispute a charge. It complements the Business Terms.

How billing works

The platform itself is free. You're only charged when a Promoter delivers a verified guest you approve, at the CPA you set plus processing and transaction fees on top. Billing runs on a 24-hour cycle — every verified arrival posts to your dashboard, you have 24 hours to approve or decline, and only approved arrivals are billed.

Declines

You can decline any verified arrival within the 24-hour window for any reason (no-show concern, audience mismatch, suspicion of fraud). Declined arrivals are not billed and the promoter is not paid for that arrival. No paperwork required.

Refund eligibility

• Door fraud confirmed. If post-hoc review confirms a guest's scan was fraudulent, the charge is refunded in full and ENTRRO pursues the promoter.
• Duplicate arrivals. Charged twice for the same guest in the same night — full refund.
• System error. Billing or attribution bug attributable to ENTRRO — full refund plus a credit toward your next cycle.

Non-refundable

• An approved arrival who left the venue earlier than expected. The acquisition happened.
• An approved arrival who spent less than you expected. CPA is per arrival, not per spend.
• Auto-approved arrivals where you failed to review within 24 hours.

How to dispute

From your dashboard, click "Dispute" on the arrival within 7 days. Or email billing@entrro.com with the brief ID and arrival timestamp. Resolution target: 5 business days.

Failed payment

If a charge fails, we retry in 24 and 72 hours. After two failed retries, active briefs pause until payment is resolved. Promoter payouts for verified guests already delivered are unaffected.

Promoter payouts

Promoter earnings populate the wallet in real-time as venues approve verified arrivals. Once funds are settled (no longer pending) and the wallet balance is $10 or more, the Promoter can request a withdrawal on demand — there is no weekly schedule. Disputed arrivals are placed on hold pending resolution. ENTRRO never deducts from a Promoter's payout for a customer-side dispute we haven't reviewed.

Processing

All charges, refunds, and payouts are processed by Stripe (Stripe Payments Europe Ltd. for EU customers, Stripe Payments UK Ltd. for the UK, and Stripe, Inc. for the US). Stripe is PCI DSS Level 1 certified — card details are tokenised at point-of-capture and never reach ENTRRO's servers. Refunds typically appear on the original card within 5–10 business days, depending on the issuing bank.

Questions? legal@entrro.com. This is a plain-language version of the legal document; the formal text is available on request and prevails in any conflict.