Cancellation Policy

Last updated: April 28, 2026

This Cancellation Policy explains how users and partners can cancel bookings, orders, or services on Playymate.

Playymate is a platform that enables users to discover and book sports venues, fitness services, coaching sessions, events, hobby classes, staycations, café experiences, and other lifestyle activities. Some services are provided by third-party partners such as venues, coaches, and organizers. Cancellation terms may vary depending on the type of service and partner policy.

By using Playymate, you agree to this Cancellation Policy.

1. General cancellation rules

• Users can cancel eligible bookings from the Playymate app or website.
• Cancellation eligibility depends on timing, service type, and partner rules.
• Some bookings may be non-cancellable or non-refundable.
• Cancellation requests must be made before the service start time unless stated otherwise.

2. User-initiated cancellation

Users can cancel bookings from the “My Bookings” section.

A. More than 24 hours before booking time

Cancellation is generally allowed. Refund eligibility depends on applicable charges and partner policy.

B. 12 to 24 hours before booking time

Cancellation may be allowed with partial refund or charges depending on the partner.

C. Less than 12 hours before booking time

Cancellation may be restricted or non-refundable unless allowed by the partner.

D. After booking start time

Cancellation is not allowed once the booking has started.

E. No-show

If the user does not attend the booking, it is treated as a no-show and cannot be cancelled or refunded.

3. Venue & sports booking cancellation

Applicable to turfs, courts, gyms, swimming pools, and sports facilities.

• Cancellation is allowed within the defined time window.
• Late cancellations may not be accepted.
• Rescheduling may be offered instead of cancellation if supported by the venue.
• Failure to follow venue rules may lead to cancellation without refund.

4. Coaching, fitness & class cancellation

• Users can cancel sessions within the allowed time window.
• Late cancellations or missed sessions may not be eligible for cancellation.
• Package or subscription sessions may have separate cancellation terms.
• Some classes may be marked non-cancellable.

5. Event cancellation

• Event tickets may have specific cancellation policies set by the organizer.
• Some events may be non-cancellable and non-refundable.
• Cancellation may not be allowed close to the event date or after confirmation.
• Entry may be denied without refund if rules are violated.

6. Staycation cancellation

Staycation bookings usually have stricter cancellation rules.

• More than 7 days before check-in: cancellation generally allowed.
• 3 to 7 days before check-in: partial cancellation may apply.
• Less than 72 hours before check-in: cancellation may not be allowed.
• After check-in date: cancellation not allowed.

Policies may vary by property, season, or offer type.

7. Café hopping & experience cancellation

• Cancellation must be done within the allowed time window.
• Late cancellations or absence at reporting time may not be accepted.
• Multi-venue experiences may not be partially cancellable.
• Some curated experiences may be non-cancellable.

8. Product & rental order cancellation

For e-commerce or rental items:

• Orders can be cancelled before dispatch or confirmation.
• Once shipped or used, cancellation may not be allowed.
• Rental bookings may not be cancellable after pickup time.
• Cancellation rules may vary by seller or provider.

9. Partner-initiated cancellation

If a venue, coach, or organizer cancels a booking:

• User may receive a full refund, reschedule option, or alternative service.
• Playymate may assist in finding a replacement where possible.

10. Automatic cancellation

Bookings may be automatically cancelled if:

• Payment fails or is not completed.
• Required information is not provided.
• User violates platform or partner rules.
• Suspicious or fraudulent activity is detected.

11. Rescheduling

• Rescheduling may be available for certain bookings.
• Allowed only if supported by the partner and requested within time.
• Subject to availability.
• Additional charges may apply if pricing differs.

12. Cancellation charges

Depending on the booking, the following may be deducted:

• Platform or convenience fee.
• Payment processing charges.
• Partner cancellation fee.
• Taxes or service charges.

All applicable deductions depend on service type and timing.

13. How to cancel

To cancel a booking:

1. Open Playymate app or website.
2. Go to “My Bookings”.
3. Select the booking.
4. Tap “Cancel”.
5. Choose reason and confirm.

For assistance, contact support.

14. Misuse & policy violation

Cancellation without refund may occur if:

• User violates community guidelines.
• User engages in abusive or unsafe behavior.
• User provides false information.
• User damages property or breaks rules.
• Fraudulent activity is detected.

15. Force majeure

In cases like:

• Weather disruptions.
• Government restrictions.
• Natural events.

Cancellation handling will depend on partner policy. Playymate may support rescheduling or credits where possible.

16. Policy updates

Playymate may update this policy from time to time. Continued use of the platform means acceptance of updated terms.

17. Contact

For cancellation-related queries:

Email: support@playymate.com
Website: https://playymate.com

We aim to handle cancellations in a fair and transparent manner.