Refund & Cancellation Policy

Last updated: April 28, 2026

This Refund & Cancellation Policy explains how cancellations, refunds, rescheduling, wallet credits, and booking-related disputes are handled on Playymate.

Playymate is a platform that helps users discover and book sports venues, fitness services, coaching sessions, events, hobby classes, staycations, café experiences, and other lifestyle activities. Some services are provided directly by third-party businesses, venues, coaches, event hosts, or partners. Refunds may depend on the service type, partner policy, booking time, and payment status.

By using Playymate, you agree to this Refund & Cancellation Policy.

1. General refund principles

Playymate follows a fair and transparent refund process.

Refunds may be provided when:

• A booking is cancelled within the allowed cancellation window.
• The partner cancels the booking.
• Payment is deducted but booking is not confirmed.
• Duplicate payment is detected.
• The booked service is unavailable due to partner-side issues.
• Playymate support approves a valid refund request after review.

Refunds may not be provided when:

• The user does not show up for the booking.
• The user cancels after the allowed cancellation window.
• The service has already been used.
• The user provides incorrect booking details.
• The user violates community guidelines or partner rules.
• The event or service policy clearly states “non-refundable”.
• The delay or issue is caused by the user's own device, network, or personal circumstances.

2. Booking cancellation by user

Users may cancel eligible bookings from the Playymate app or website under the “My Bookings” section.

Refund eligibility depends on the cancellation time:

A. More than 24 hours before booking time

Eligible for refund after deduction of applicable platform charges, partner charges, payment gateway fees, or cancellation charges if applicable.

B. Between 12 to 24 hours before booking time

Partial refund may be available depending on the partner's cancellation policy.

C. Less than 12 hours before booking time

Refund may not be available unless the partner allows it or Playymate approves it under special circumstances.

D. After booking time has started

No refund will be provided once the booking time has started.

E. No-show

If the user does not arrive for the booking, it will be treated as a no-show and no refund will be provided.

3. Venue, turf, court, gym, or sports booking refunds

For sports venue bookings such as turf, court, gym session, swimming pool, or sports facility:

Refund may be available if:

• The venue is closed unexpectedly.
• The selected slot is unavailable.
• The partner cancels the booking.
• The venue is not able to provide the booked facility.
• Payment was successful but booking failed.

Refund may not be available if:

• User arrives late.
• User books the wrong date, time, venue, or sport.
• User fails to follow venue rules.
• User exceeds the booked slot duration.
• User cancels after the allowed cancellation window.

If the venue allows rescheduling, users may choose a new available slot instead of requesting a refund.

4. Coaching, fitness, and class refunds

For coaching sessions, fitness classes, hobby workshops, and training sessions:

Refund may be available if:

• The coach or trainer cancels the session.
• The class is cancelled by the partner.
• The booked slot is unavailable.
• The session cannot be conducted due to partner-side reasons.

Refund may not be available if:

• The user misses the class.
• The user joins late.
• The user is not satisfied due to personal preference after attending.
• The user cancels outside the allowed cancellation window.
• The class policy is marked as non-refundable.

For package-based sessions or subscriptions, refunds will depend on the specific package policy.

5. Event ticket refunds

Event tickets may have separate refund rules depending on the event organizer.

Refunds may be available if:

• The event is cancelled.
• The event is rescheduled and the user cannot attend the new date.
• Duplicate payment is made.
• Ticket confirmation fails after payment.

Refunds may not be available if:

• The ticket is marked as non-refundable.
• The user does not attend the event.
• The user is denied entry due to rule violation.
• The user cancels after the allowed cancellation window.

For event cancellations by organizer, users may receive:

• Refund to original payment method.
• Wallet credit.
• Option to attend rescheduled event.

depending on organizer and Playymate policy.

6. Staycation refunds

Staycation bookings may follow stricter cancellation rules because they involve room inventory, partner blocking, and advance planning.

General staycation refund rules:

A. More than 7 days before check-in

Eligible for refund after applicable deductions.

B. 3 to 7 days before check-in

Partial refund may be available depending on the partner policy.

C. Less than 72 hours before check-in

Refund may not be available unless allowed by the staycation partner.

D. After check-in date

No refund will be provided.

Refund may not be available for:

• No-show.
• Early checkout.
• User-side change of plan.
• Incorrect guest details.
• Violation of property rules.
• Damage, misconduct, or safety issues.

Some staycation bookings may be marked as non-refundable during special seasons, weekends, holidays, or promotional offers.

7. Café hopping and curated experience refunds

For café hopping, group experiences, guided activities, or curated lifestyle plans:

Refund may be available if:

• The experience is cancelled by the organizer.
• The venue becomes unavailable.
• The time slot cannot be fulfilled.
• Payment is successful but confirmation fails.

Refund may not be available if:

• User misses the reporting time.
• User partially attends the experience.
• User cancels too late.
• User does not follow host or venue instructions.
• The experience is marked as non-refundable.

For multi-venue experiences, partial refunds may depend on the portion of the experience already used.

8. E-commerce product refunds

For products purchased through Playymate, refund and return rules may vary by seller and product category.

Refund may be available if:

• Product is damaged on delivery.
• Wrong item is delivered.
• Product is defective.
• Product is not delivered.
• Seller cancels the order.
• Duplicate payment is made.

Refund may not be available if:

• Product is used, damaged, or altered by the user.
• Original packaging is missing.
• Return window has expired.
• Product is non-returnable.
• Issue is reported after the allowed time.

Certain items may not be eligible for return or refund, such as:

• Personal hygiene items.
• Opened consumables.
• Customized products.
• Event merchandise.
• Digital items.
• Products marked non-returnable.

Users must raise return or refund requests within the return window mentioned on the product page.

9. Rental product refunds

For equipment rentals:

Refund may be available if:

• Rental item is unavailable.
• Wrong item is provided.
• Item is unusable due to partner-side fault.
• Booking is cancelled by the partner.

Refund may not be available if:

• User does not collect the item on time.
• User returns item late.
• User damages the item.
• User violates rental terms.
• User cancels after the allowed window.

Damage charges, late return charges, or replacement charges may be deducted where applicable.

10. Subscription or premium plan refunds

If Playymate offers premium plans or subscriptions:

Refund may be available if:

• Payment is deducted but premium access is not activated.
• Duplicate payment is made.
• Technical failure prevents activation and cannot be resolved.

Refund may not be available if:

• User has already used premium features.
• User cancels after subscription activation.
• User forgets to cancel auto-renewal.
• The plan is marked non-refundable.

Premium plan cancellation stops future renewal but may not automatically provide refund for the active billing period.

11. Business partner fees

Business onboarding fees, listing fees, subscription fees, verification fees, or annual platform charges may be non-refundable unless specifically stated otherwise.

Refund may be considered if:

• Duplicate payment is made.
• Payment is successful but account activation fails due to Playymate-side issue.
• Service is not provided due to Playymate-side technical failure.

Refund may not be provided if:

• Business fails verification.
• Business submits incorrect documents.
• Business changes its decision after onboarding.
• Business violates Playymate policies.
• Business account is suspended due to misconduct or non-compliance.

12. Payment failure and duplicate payment

If money is deducted but booking/order is not confirmed:

• Please wait for payment status update.
• Most failed payments are automatically reversed by the bank/payment provider.
• If the amount is not reversed, contact Playymate support with payment proof.
• Refund will be initiated after verification.

Duplicate payments will be refunded after successful verification.

13. Refund method

Refunds may be processed through:

• Original payment method.
• Playymate wallet.
• Bank transfer.
• UPI transfer.
• Platform credit.

Playymate may choose the refund method depending on:

• Payment gateway rules.
• User payment method.
• Partner policy.
• Technical feasibility.
• Type of booking/order.

Refunds to the original payment method are preferred wherever possible.

14. Refund timeline

Once approved, refunds are usually processed within:

• UPI: 3 to 7 business days.
• Cards: 5 to 10 business days.
• Net banking: 5 to 10 business days.
• Wallet: 24 to 72 hours.
• Playymate wallet credit: usually instant or within 24 hours.

Actual time may depend on banks, payment gateways, and third-party providers.

15. Platform charges and deductions

Refund amount may be subject to deductions such as:

• Payment gateway charges.
• Platform convenience fee.
• Partner cancellation fee.
• Taxes, if applicable.
• Service charges.
• Late cancellation charges.
• Damage or penalty charges, if applicable.

Any applicable deduction will be shown or communicated wherever possible.

16. Rescheduling policy

Users may be allowed to reschedule eligible bookings depending on service type and partner availability.

Rescheduling may be allowed when:

• Partner supports rescheduling.
• Request is made before the allowed time.
• New slot is available.
• Booking has not started.

Additional charges may apply if:

• New slot has higher pricing.
• Duration is changed.
• Add-ons are added.
• Partner rescheduling charges apply.

17. Partner cancellation

If a partner cancels a booking, users may be offered:

• Full refund.
• Rescheduling option.
• Wallet credit.
• Alternative booking suggestion.

Playymate will try to support the user with a fair resolution, but availability of alternatives depends on partner and location.

18. Weather, natural events, and force majeure

For outdoor sports, events, or experiences, refunds may depend on partner policy.

Refund may be considered if:

• Venue is closed due to weather.
• Government restrictions apply.
• Safety conditions prevent service delivery.
• Event is cancelled by organizer.

Refund may not be guaranteed for:

• Mild weather changes.
• User's personal travel delay.
• Traffic delay.
• Personal emergency.
• Force majeure situations where partner policy does not allow refund.

Playymate may provide wallet credit or rescheduling support where possible.

19. User misconduct or policy violation

Refunds will not be provided if the booking/order is cancelled due to:

• Harassment.
• Abuse.
• Unsafe behavior.
• Damage to venue/property.
• Fraudulent activity.
• Fake identity.
• Violation of community guidelines.
• Violation of partner rules.
• Illegal activity.
• Misuse of platform.

Playymate reserves the right to suspend or restrict accounts involved in such activities.

20. Coins, rewards, and platform perks

Playymate coins, badges, milestones, rewards, or engagement perks are not cash.

They:

• Cannot be withdrawn as money.
• Cannot be transferred outside the platform.
• Cannot be treated as income.
• May have expiry.
• May be subject to usage limits.
• May be reversed if booking is cancelled or refunded.

If a booking made using coins is cancelled:

• Eligible coins may be returned depending on cancellation policy.
• Expired coins may not be restored.
• Promotional coins may be forfeited.

21. Refund request process

To request a refund:

1. Open the Playymate app or website.
2. Go to “My Bookings” or “My Orders”.
3. Select the booking/order.
4. Tap “Cancel” or “Request Refund”.
5. Choose a reason.
6. Upload proof if required.
7. Submit the request.

Users may also contact support at:

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

Please include:

• Booking ID / Order ID.
• Registered mobile number or email.
• Payment proof.
• Reason for refund.
• Screenshots, if applicable.

22. Review and approval

Refund requests are reviewed based on:

• Booking/order status.
• Cancellation time.
• Partner policy.
• Payment status.
• Service usage.
• Proof submitted.
• Platform records.
• User history.
• Applicable law.

Playymate may contact the partner before approving or rejecting a refund.

23. Disputes and escalation

If a user disagrees with a refund decision, they may request a review by contacting support.

Playymate may ask for additional information.

Final decision will be based on:

• Available evidence.
• Partner confirmation.
• Platform policy.
• Payment records.
• Service usage status.

24. Chargebacks

Users should contact Playymate support before raising chargebacks with banks.

If a chargeback is raised:

• The related booking/order may be put on hold.
• Account access may be limited during investigation.
• Refund or dispute resolution may take longer.
• Fraudulent chargebacks may lead to account suspension.

25. Policy changes

Playymate may update this Refund & Cancellation Policy from time to time.

Updated policy will be posted on the website or app. Continued use of Playymate after policy updates means you accept the updated terms.

26. Contact us

For refund, cancellation, payment, or booking-related queries, contact:

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

We aim to resolve genuine refund concerns fairly and transparently.