Cancellation &
Refund Policy

1Booking Confirmation

All bookings are created and confirmed through the Play Indoor platform. A confirmed booking record includes:

• Venue and court selection
• Scheduled date and time
• Organiser details and invited participants
• Total booking cost
• Payment type (full or split)
• Payment status

Booking records are retained for audit and operational purposes even if a booking is later cancelled.

2Cancellation Policy

• Bookings may be cancelled free of charge up to 24 hours before the scheduled start time.
• After this period, bookings are considered committed and cannot be cancelled without charge.
• Cancelled bookings immediately release the reserved court slot for future availability.
• Cancelled bookings remain visible in system records for audit purposes.
• Bookings cancelled within the free window are not eligible for penalties.

3Refund Policy

• Full refunds are issued for bookings cancelled within the free cancellation window (more than 24 hours before the scheduled start time).
• No refunds are provided for cancellations made within 24 hours of the booking start time.
• Refunds are processed back to the original payment method used at the time of booking.
• Refund processing times depend on your bank or payment provider and are typically 3–7 business days.

4Payment Structure

Bookings may be settled in one of the following ways:

a) Full Payment

• The organiser pays the full booking amount upfront at the time of booking.
• No split payments apply to that booking.
• No R200 late-payment penalty applies if the organiser has paid in full upfront.

b) Split Payment

• Payment responsibility is shared equally among all confirmed (checked-in) participants.
• The final individual amount per player is determined after the check-in window closes.
• Each checked-in player is responsible for paying their individual split amount within the payment window.

5Check-In & Final Payment

• The check-in window closes 30 minutes before the match start time.
• Only players who are checked in when the window closes are included in the final payment calculation.
• Once check-in closes, the final per-player amount is fixed and cannot be changed.
• Payment becomes mandatory for all checked-in players from that point.
• Players may complete payment before the match starts, during the match, or up to 2 hours after the match ends.

6Payment Completion Requirement

• A booking is considered fully paid only when the total booking amount has been received in full.
• Partial payments do not constitute completion of payment.
• Even if most participants have paid, the booking remains unpaid until the full amount is settled.
• The organiser bears ultimate responsibility for ensuring full payment is completed.

7Penalty Policy

• If the full booking amount has not been paid within 2 hours after the match ends, the system performs an automatic server-side check.
• If the booking remains underpaid at that point, a flat R200 penalty may be charged to the organiser.

Important Clarifications

• The penalty is triggered by the total outstanding booking amount — not by any individual player's share.
• Even if most participants have paid, any remaining unpaid balance can trigger the penalty.
• The organiser is ultimately responsible for ensuring full payment within the permitted window.

Penalty Exceptions

• No penalty applies if the booking was fully paid within the 2-hour post-match window.
• No penalty applies if the booking was cancelled within the free cancellation window (more than 24 hours before the match).
• No penalty applies if the organiser paid the full booking amount upfront at the time of booking.

8Penalty Processing

• Penalties are processed automatically via secure payment authorisation provided by the organiser at the time of booking.
• Penalty charges are executed server-side and do not require the user to be active in the application at the time of processing.
• A notification will be sent to the organiser when a penalty is applied.

9Dispute Resolution

If you believe a charge has been applied incorrectly, contact us at playindoorsouthafrica@gmail.com.

All disputes are reviewed using:

• Booking records (date, time, venue, court, organiser)
• Check-in data (which players were confirmed)
• Verified payment transactions (server-side records only)

Outcomes may include refunds, credits, or adjustments based solely on verified backend data. Client-side screenshots or user-reported data are not accepted as primary evidence.

10System Integrity & Audit

• The platform maintains a complete audit trail of all bookings, payments, cancellations, and penalties.
• All financial decisions are based on verified backend records — not client-side interface data.
• Records are retained indefinitely for legal and operational purposes.

11Contact

For questions about this policy, refund requests, or payment disputes:

Play Indoor Support
Email: playindoorsouthafrica@gmail.com
Region: South Africa