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    Cancellation & Refund Policy

    Last Updated: December 30, 2024

    This policy outlines the cancellation and refund terms for bookings made through our platform.

    Important: Venue-Specific Policies

    Individual venues can set their own cancellation policies that may be different from (and often more flexible than) our default platform policy shown below.

    • Always check the specific venue's cancellation policy displayed on their listing page before booking
    • Venue-specific policies take precedence over platform defaults
    • Some venues offer more generous cancellation windows or full refunds
    • The applicable policy will be clearly shown during checkout

    1. Default Platform Cancellation Policy (For Users)

    Note: These are our standard platform terms. Individual venues may offer more flexible policies - check each venue's specific terms on their listing page.

    Full Refund (100%)

    • Cancel 24 or more hours before booking start time
    • Refund processed within 5-7 business days
    • Original payment method used for refund

    Partial Refund (50%)

    • Cancel between 12-24 hours before booking
    • 50% of booking cost refunded
    • Refund processed within 5-7 business days

    No Refund (0%)

    • Cancel less than 12 hours before booking
    • No-show without cancellation
    • Late arrival (more than 15 minutes)

    2. How to Cancel a Booking

    1. Log in to your account
    2. Go to "My Bookings" section
    3. Find the booking you want to cancel
    4. Click "Cancel Booking"
    5. Confirm cancellation
    6. Receive cancellation confirmation via email

    3. Venue/Owner Cancellations

    • Full Automatic Refund: 100% refund if venue cancels
    • Refund processed immediately to original payment method
    • We will help you find an alternative venue
    • May receive platform credit as compensation
    • No cancellation fee charged to you

    4. Custom Cancellation Policies (For Venue Owners)

    Venue Owner Flexibility

    As a venue owner, you have the ability to set your own cancellation policy that best suits your business needs. You can choose to be more flexible than the platform default.

    Available Options for Venue Owners:

    • Use Platform Default: Apply standard 24/12 hour cancellation windows
    • Flexible Policy: Offer full refunds up to 48 or 72 hours before booking
    • Moderate Policy: Set custom timeframes (e.g., 36 hours for full refund, 18 hours for partial)
    • Strict Policy: Require longer notice periods (less common, may affect bookings)
    • No Refund: Non-refundable bookings (must be clearly disclosed)

    How to Set Your Custom Policy:

    1. Log in to your venue owner dashboard
    2. Go to "Venue Settings" or "Booking Policies"
    3. Select "Cancellation Policy" section
    4. Choose from preset options or create custom timeframes
    5. Set refund percentages for each time window
    6. Save changes - policy displays on your venue listing immediately

    Best Practices for Venue Owners:

    • Be Competitive: More flexible policies can increase bookings
    • Be Clear: Ensure your policy is easy to understand
    • Be Consistent: Apply the same policy across all time slots
    • Consider Seasonality: You can adjust policies for peak vs. off-peak seasons
    • Communicate Changes: Users are notified of policy updates for existing bookings

    Important: Your custom policy must be equal to or more favorable than the platform default. You cannot set policies that are more restrictive than our 24/12/0 hour standard without special approval.

    5. Special Circumstances

    Weather-Related Cancellations

    • For outdoor venues: Full refund for severe weather
    • Weather must be officially unsafe (storm warnings, etc.)
    • Contact support with weather documentation
    • Venue owner's policy may also apply

    Medical/Emergency Cancellations

    • Full refund considered for genuine emergencies
    • Documentation required (doctor's note, etc.)
    • Submit request to customer support
    • Evaluated case-by-case

    COVID-19 & Health Emergencies

    • Positive COVID test: Full refund with proof
    • Government lockdown: Full refund automatically
    • Venue closure for health reasons: Full refund

    Force Majeure Events

    • Natural disasters (earthquakes, floods, hurricanes)
    • Civil unrest or emergencies
    • Government-ordered closures
    • Full refund provided for qualifying events

    6. Modification Policy

    • Reschedule Booking: Free if done 24+ hours in advance (or per venue's policy)
    • Subject to venue availability
    • Price difference may apply if new slot costs more
    • Cannot modify within 12 hours of booking (unless venue allows)
    • Maximum 2 modifications per booking

    7. Group Booking Cancellations

    • Same cancellation policy applies (platform default or venue-specific)
    • Must cancel entire booking (cannot cancel partial spots)
    • Group leader responsible for cancellation
    • Refund issued to original payment method

    8. Recurring Booking Cancellations

    • Can cancel individual sessions or entire series
    • Each session follows standard cancellation timeline
    • Partial series cancellation: Future sessions canceled, past retained
    • Refund calculated per individual session

    9. Refund Processing

    • Timeline: 5-7 business days after cancellation
    • Method: Original payment method (card, wallet, etc.)
    • Bank Processing: Additional 3-5 days depending on bank
    • Confirmation: Email sent when refund is initiated
    • Currency: Same currency as original payment

    10. No-Show Policy

    • No refund if you don't show up without canceling
    • Contact venue immediately if running late
    • Some venues offer 15-minute grace period
    • Repeated no-shows may affect your account status

    11. Dispute Resolution

    • Contact customer support within 48 hours of issue
    • Provide booking details and explanation
    • We investigate and mediate disputes
    • Resolution typically within 5-7 business days
    • Final decision made by platform based on applicable policy

    12. Exceptions & Special Cases

    Cancellation policy may be waived or adjusted for:

    • Platform system errors preventing booking use
    • Venue not matching description (evidence required)
    • Safety concerns at venue
    • Discriminatory behavior from venue

    13. Contact Support

    For cancellation assistance or questions:

    • Email: support@sporthub.com
    • Phone: Available in your account dashboard
    • Live Chat: Available 9 AM - 9 PM daily

    Important Reminder:

    Always check the specific venue's cancellation policy displayed on their listing page before booking. Many venues offer more flexible cancellation terms than our platform default, such as:

    • Extended free cancellation windows (48-72 hours instead of 24)
    • Higher refund percentages for late cancellations
    • Weather guarantees for outdoor facilities
    • Special policies for recurring bookings

    The venue's policy will be clearly shown during checkout and in your booking confirmation.