Refunds and Cancellations
Last Updated: February 11, 2026
Overview
This guide explains the refund and cancellation policies for bookings, how refunds are calculated, and what to expect when cancelling a booking.
Cancellation Policies
Tiered Refund Structure
Refunds are calculated based on how far in advance you cancel:
Full Refund (100%):
- Cancellations made 7+ days before the booking start time
- Full refund of the booking amount
- No cancellation fees
High Refund (75%):
- Cancellations made 3-7 days before the booking start time
- 75% of the booking amount refunded
- 25% retained as cancellation fee
Partial Refund (50%):
- Cancellations made 1-3 days before the booking start time
- 50% of the booking amount refunded
- 50% retained as cancellation fee
No Refund (0%):
- Cancellations made less than 24 hours before the booking start time
- No refund provided
- Full amount retained
How Refunds Are Calculated
Refund Calculation Process
-
Determine Time Until Booking:
- Calculate hours between cancellation time and booking start time
- System automatically calculates this
-
Find Applicable Tier:
- Match cancellation time to refund tier
- Apply corresponding refund percentage
-
Calculate Refund Amount:
- Original payment amount × refund percentage
- Round to 2 decimal places
-
Process Refund:
- Refund processed automatically
- Appears in your account within 5-10 business days
Example Calculations
Example 1: Full Refund
- Booking total: €100.00
- Cancelled: 10 days before booking
- Refund tier: 7+ days (100%)
- Refund amount: €100.00
Example 2: Partial Refund
- Booking total: €100.00
- Cancelled: 5 days before booking
- Refund tier: 3-7 days (75%)
- Refund amount: €75.00
- Retained: €25.00
Example 3: No Refund
- Booking total: €100.00
- Cancelled: 12 hours before booking
- Refund tier: Less than 24 hours (0%)
- Refund amount: €0.00
- Retained: €100.00
Refund Policy Hierarchy
Refund policies follow a hierarchy:
- Facility-Specific Policy: Policy set for a specific facility (highest priority)
- Center-Wide Policy: Policy applied to all facilities at a center
- Global Default Policy: Default policy if no specific policy exists
Why it matters:
- More specific policies override general policies
- Facilities can have custom refund terms
- Centers can set center-wide policies
Cancelling a Booking
How to Cancel
-
Log into Your Account:
- Go to "My Bookings" in your dashboard
- Find the booking you want to cancel
-
Select Booking:
- Click on the booking to view details
- Look for "Cancel Booking" button
-
Confirm Cancellation:
- Review refund amount (if applicable)
- Confirm cancellation
- Provide reason (optional)
-
Receive Confirmation:
- Receive email confirmation
- Refund processed automatically (if applicable)
- Booking status updated to "Cancelled"
Cancellation Restrictions
Cannot Cancel If:
- Booking has already started
- Booking is in "in_progress" status
- Booking is already completed
- Less than minimum cancellation notice (if applicable)
Contact Center:
- For bookings that cannot be cancelled online
- For special circumstances
- For assistance with cancellation
Refund Processing
Processing Time
- Automatic Processing: Refunds processed automatically upon cancellation
- Bank Processing: 5-10 business days to appear in your account
- Email Confirmation: You'll receive email when refund is processed
Refund Method
- Original Payment Method: Refunds go back to the original payment method
- Card Payments: Refunded to the card used for payment
- Cash/Bank Transfer: Arranged directly with center (if applicable)
Refund Confirmation
You'll receive:
- Email Notification: Confirmation when refund is processed
- Refund Details: Amount refunded and transaction ID
- Timeline: Expected processing time
Refund Policies by Center
Policy Variations
Different centers may have:
- Different Refund Tiers: Custom time windows and percentages
- Different Deadlines: Varying cancellation deadlines
- Special Policies: Unique terms for specific facilities
Check Before Booking:
- Review refund policy on facility page
- Understand cancellation terms
- Note policy variations
- Contact center with questions
When Refunds May Not Apply
No Refund Scenarios
Refunds may not be available if:
- Less than 24 Hours: Cancelled too close to booking time
- No-Show: Didn't show up for booking
- Policy Violation: Violated center or facility policies
- Special Circumstances: As determined by center
Partial Refund Scenarios
Partial refunds may apply if:
- Late Cancellation: Cancelled within refund tier window
- Center Discretion: Center may offer partial refunds
- Special Arrangements: Agreed upon with center
Refund Disputes
If You Disagree
If you believe a refund was calculated incorrectly:
-
Review Policy:
- Check the refund policy for your booking
- Verify cancellation time and tier
- Calculate expected refund
-
Contact Center:
- Reach out to the center directly
- Explain your concern
- Provide booking details
-
Contact Support:
- If center cannot resolve
- Contact platform support
- Provide booking reference and details
Tips for Cancellations
Cancel Early
- Cancel as soon as you know you can't make it
- Earlier cancellations get better refunds
- Gives others a chance to book the slot
Understand Policy
- Read refund policy before booking
- Know cancellation deadlines
- Understand refund percentages
- Factor policies into your planning
Keep Records
- Save cancellation confirmations
- Note refund amounts
- Track refund processing
- Keep email confirmations
Special Circumstances
Emergency Cancellations
For emergencies:
- Contact center directly
- Explain circumstances
- Centers may offer exceptions
- Subject to center discretion
Center Cancellations
If center cancels your booking:
- Full refund provided automatically
- No cancellation fees
- Alternative dates may be offered
- You'll be notified immediately
Next Steps
Need Help?
If you have refund questions:
