Cancellation, Refund, and No-Show Policy

Status: Public policy Effective date: 2026-06-16 Last updated: 2026-06-16

1. Purpose

This policy explains how cancellations, refunds, reschedules, failed payments, no-shows, and withdrawal rules work for SportPulse bookings, games, tournaments, coaching sessions, subscriptions, add-ons, partner services, and promotional products.

This policy should be read with the Terms of Service, Subscription and Billing Terms, Venue / Partner Terms, Tournament Organizer Terms, and Coach, Academy, Guardian, and Student Data Terms.

2. General Rules

• Refund eligibility depends on the product, timing, payment status, venue or organizer rules, coach or academy rules, app-store rules, payment-provider rules, and applicable law.
• Approved refunds are generally returned to the original payment method unless SportPulse states otherwise.
• Approved refunds are usually initiated within 5 to 10 business days after approval, but the time for funds to appear depends on payment processors, banks, card networks, Apple, Google, and other intermediaries.
• Fees, taxes, payment charges, platform fees, convenience fees, or gateway charges may be non-refundable where allowed by law and disclosed before purchase.
• SportPulse may deny refunds for fraud, abuse, duplicate accounts, policy violations, chargeback misuse, score manipulation, unsafe conduct, or repeated no-shows.

Refunds may take longer where identity verification, fraud review, venue confirmation, organizer confirmation, payment-provider review, or chargeback handling is required.

3. Court and Venue Bookings

Unless a venue-specific policy says otherwise:

• Player self-service reschedule: one self-service reschedule is allowed if requested more than 8 hours before the scheduled start time.
• Late player reschedule window: within 8 hours of the scheduled start time, players cannot self-reschedule unless the venue owner or an authorized venue manager unlocks a late reschedule for that booking.
• Absolute change cutoff: no booking may be rescheduled within 2 hours of the scheduled start time. Within that final 2-hour window, only cancellation is allowed.
• Player cancellation: if a player cancels a booking, the booking is non-refundable unless SportPulse or the venue is required by law to provide another remedy.
• Venue partner override: venue owners and authorized venue managers may reschedule a booking up to 2 hours before the scheduled start time and may unlock the 8-hour self-service restriction for players when needed.
• No-show: no refund if you do not attend and do not cancel in time.
• Venue closure or unavailability: refund, reschedule, wallet credit, or other remedy may be offered depending on the facts and venue rules.
• Partial use: no refund if you used part of the booking unless the venue or SportPulse approves an exception.
• Incorrect booking details entered by user: refund is discretionary and may depend on whether the venue slot can be released or reused.

Venue-specific rules may override these default rules if disclosed before booking.

4. Game Fees and Player Contributions

For open play, hosted games, or sessions with player fees:

• Hosts must disclose fee per player, venue, date, time, capacity, and key rules accurately.
• Participants should join only if they intend to attend and can pay any applicable fee.
• If a host cancels before play, participants should receive a refund or credit for amounts collected through SportPulse, subject to payment-provider rules.
• If a participant drops after the stated cancellation window, the fee may be non-refundable.
• If a participant is removed for misconduct, abuse, unsafe behavior, score manipulation, or policy violations, the fee may be non-refundable.
• If teams, partners, venue, or timing change materially, SportPulse or the host may offer withdrawal, credit, or refund depending on the circumstances.

5. Tournaments

Unless tournament-specific rules say otherwise:

• Registration fees are refundable if the team/player withdraws before the registration deadline.
• Withdrawals after registration closes, match schedules are published, brackets are generated, or within 48 hours of tournament start are generally non-refundable.
• If an organizer cancels the tournament before it begins, paid participants should receive a refund of tournament fees collected through SportPulse, except non-refundable payment charges where lawful and disclosed.
• If weather, venue issues, force majeure, safety, government restrictions, or other events cause postponement, the organizer may reschedule, offer credits, or approve refunds based on tournament rules.
• If a player or team is disqualified for rule violations, false eligibility, abusive conduct, no-show, match fixing, or score manipulation, fees may be non-refundable.
• Sponsor fees, promotion boosts, organizer subscriptions, and operational add-ons may follow separate terms.

Organizers must publish material tournament-specific refund rules before registration whenever they differ from this policy.

6. Coaching Sessions, Batches, and Reports

Unless coach or academy rules say otherwise:

• One-off coaching session cancellation by student/guardian: refund or reschedule credit if cancelled at least 24 hours in advance.
• Late cancellation or no-show: non-refundable.
• Coach cancellation: refund, reschedule, or credit should be offered.
• Batch or academy programs: refunds depend on the academy's disclosed enrollment, pause, drop, and make-up class policy.
• Coaching reports and digital report generation: once generated, shared, or downloaded, report-related fees may be non-refundable unless required by law or caused by SportPulse error.
• Guardian or student access changes do not automatically entitle a refund for services already delivered.

Coaches and academies must not promise medical, injury recovery, selection, ranking, scholarship, or performance outcomes unless legally and professionally authorized.

7. Subscriptions and Digital Entitlements

Digital subscriptions, app-store subscriptions, Play billing purchases, premium feature packs, and one-time digital products are governed by Subscription and Billing Terms.

Key default rules:

• Apple App Store refunds are requested through Apple.
• Google Play refunds are requested through Google or handled according to Google Play policy.
• Web or direct subscriptions, if offered, follow SportPulse's disclosed billing and cancellation process.
• Cancelling a subscription stops future renewal but may not refund the current period unless required by law, app-store policy, or a specific offer.
• Manual entitlements, promotional access, app-review access, beta access, and credits may be revoked or expire without cash refund unless separately promised.

8. Promotion Boosts

Promotion Boost is a visibility product and does not guarantee registrations, bookings, views, attendance, revenue, tournament quality, sponsor results, or ranking outcomes.

Unless required by law or caused by SportPulse error:

• A boost that has started running is non-refundable.
• A scheduled boost may be cancelled for refund or credit only before the boost begins, subject to the disclosed cancellation window.
• Boosts rejected for policy violations, misleading content, unsafe events, infringement, or illegal promotions may be non-refundable.

9. Failed Payments, Duplicate Charges, and Chargebacks

If a payment fails, SportPulse may cancel or withhold the booking, subscription, entitlement, registration, report, payout, or access until payment is completed.

If you believe you were charged twice or charged incorrectly, contact support with transaction details before initiating a chargeback where possible. SportPulse may suspend accounts for fraudulent or abusive chargebacks.

Chargeback disputes may require sharing booking, payment, account, device, IP, receipt, and communication records with payment processors, banks, Apple, Google, or legal authorities.

10. No-Shows and Late Cancellations

Repeated no-shows or late cancellations harm other players, hosts, venues, coaches, and organizers. SportPulse may:

• Mark attendance or cancellation history.
• Reduce visibility or trust signals.
• Restrict joining games, bookings, tournaments, or coaching sessions.
• Require prepayment or deposits.
• Remove host, organizer, venue, or coaching privileges.
• Suspend or terminate accounts for repeated abuse.

11. Venue-Specific, Organizer-Specific, and Coach-Specific Policies

Where a venue, tournament organizer, coach, or academy discloses specific cancellation or refund rules before purchase, those rules may apply in addition to or instead of this policy, subject to law and SportPulse approval.

If local rules are unclear, this policy applies by default.

12. Refund Method

Approved refunds may be issued to:

• Original payment method.
• SportPulse wallet or credit balance, if available and lawful.
• App-store account, where the purchase was made through Apple or Google.
• Another method approved by SportPulse and allowed by law.

Wallet credits may have conditions, expiry, transfer restrictions, or use limits if disclosed and permitted by law.

13. Force Majeure and Safety Events

Refunds for weather, public safety, venue emergencies, government orders, technical outages, natural disasters, strikes, epidemics, transport shutdowns, or other events outside reasonable control will be handled case by case.

SportPulse, venues, coaches, and organizers may cancel or pause activities for safety without guaranteeing compensation beyond what law or specific terms require.

14. How to Request a Refund

Contact support@sportpulse.in with:

• Your account email or phone number.
• Booking, game, tournament, coaching session, invoice, subscription, or transaction ID.
• Payment date and amount.
• Reason for refund request.
• Screenshots or supporting documents if helpful.

SportPulse may request more information before deciding.