Refund Policy

All policies below are intended to protect Cadoo and its participants from possible cheating, while allowing the customer support team to take care of our valued customers. Please treat our support team with grace and patience. Rudeness and disrespect will not be tolerated.

All users agreed to the Terms of Use when creating an account. If it is verified that a participant cheated, manipulated the AI of reps, gamed the system, or any activities listed or mentioned in the Terms of Use, the participant will not be refunded for any monetary losses.

Disputing Results

1. If there is an issue with missing data with a game or another reason a failed result might be inaccurate, a participant is required to reach out during the grace period (3 days after the game end date).
2. Once the 3-day grace period has passed and the game has been finalized, the activity cannot be disputed regardless of its validation and the participant cannot be marked as a winner.
3. Result disputes not involving missing data are up to the discretion of the Cadoo team or one of the following outlined scenarios.

New User Confusion and New User Knowledge

1. New participants may be allowed some grace with their first or second games, as they learn to navigate the app. This is not a guarantee, as all participants should strive to understand the games they have entered and to meet the requirements needed.
2. Lack of knowledge regarding these policies is not the fault of the Cadoo team and does not exempt anyone. The team may choose to allow first-time participants to receive refunds or allow activities to count. Examples of exceptions are limited to:
1. Recording an accepted activity on an unacceptable tracker
2. Recording technically unacceptable activities similar to accepted ones, such as Indoor Bike instead of Bike.

Drop Out Requests

• Participants may never be removed from an active game if the Join Before and Start dates are the same.
• Requests made due to the number of entries or prize pool size are not accepted, even if it meets the requirements. 
• Participants may request to be removed from a game if it has not started yet, within three days of entering a game.
• Participants may request removal from active games, if the request is sent less than 24 hours after the start date.
• Exceptions outside of these parameters will only be permitted if the creation of the game is deemed inconsistent or confusing to the Cadoo team. These exceptions are entirely up to the discretion of the Cadoo team. They are based on all available information, including what was presented to the user and how the game host set up the game.
• To avoid a loss of funds, participants are required to thoroughly examine the title, description, game requirements, required activities, and required trackers allowed before joining and reach out to support if they have any questions or uncertainties. Cadoo is not responsible for user error when joining or hosting a game. Refunds may be given to user error, depending on the situation, but are not guaranteed.

Syncing Issues and Network Connection

• Participants must submit missing activity reports with proof of activity if they experience network connection issues and they cannot get their full steps or activity synced in time. All users must submit screenshots validated from the original tracker used in the game. Tracker substitutions or alternatives are not accepted. For example, users who start using Fitbit for an activity cannot make up missing activity on another tracker.
• In the case of syncing errors, participants must follow all troubleshooting steps outlined in the help articles, submit a Missing Activity Report, and reach out to support, if necessary. This must be done within the allotted 72-hour grace period of the affected challenge.
• Participants are not entitled to a refund if they experience network connection issues with their tracker. If a person ran 5 km and the tracker (and their dispute screenshot) says 3 km, the person must make up the missing activity before the game end date or daily requirement. It is the user's responsibility to upkeep any batteries and tracker or app updates. Cadoo is not responsible if a tracker has low battery or did not capture the activity in full before syncing.
• Participants are not entitled to a refund on the basis of a network connection issue for rep challenges. All users must allow reasonable time to allow videos to upload onto the server before the game end time and date. Refunds and disputes will not be allowed if it is found that video recordings have uploaded after the game end date and time.
• Participants may be removed from any active game affected by broken devices. If they have a way to complete the game, the game will need to be completed. Participants may not be refunded for this issue more than once a year.
• Manual entries are not accepted for refunds or result adjustments. All synced information to Cadoo must be original and raw data from the original tracker to be validated.

Personal Injuries

• Participants who message us with injuries that prevent them from completing games are allowed to request to drop out of most games without proof of injury, *unless* the entry deadline has passed.
• Proof of injury must be provided to be removed from a game past its entry deadline. A verified or official medical paper is required to be removed from a game past its entry deadline.
• All sickness or illness that prevents a participant from completing a game is also applied to this ruling. 
• Users may not be refunded for two separate personal injury reasons within a three month time-frame.

• In the case of a failed video upload, participants must ensure they have sufficient Wi-Fi or network connection and light while recording.
• If a video fails to upload, Cadoo stores it on the phone until the participant's phone has sufficient Wi-Fi or data to upload the video.
• If you record a second video before the first has been uploaded and accounted for, the first video will be overwritten and lost, and reps cannot be counted. The participant must get Wi-Fi or a network connection and re-upload the video or the video will not count.