Cancellation & Refund Policy
How cancellations and refunds work for venue bookings made through sportz. Last updated: 20 July 2026.
Cancelling a booking
You can cancel any confirmed booking yourself from Book → My bookings in the app, at any time before the slot starts. No phone call or email is needed. The refund amount is decided automatically by how far ahead of the slot you cancel.
Refund slabs
All times are measured in Indian Standard Time (IST), against the start time of the booked slot:
| You cancel | Refund |
|---|---|
| 24 hours or more before the slot starts | 100% refund |
| Between 4 and 24 hours before the slot starts | 50% refund |
| Less than 4 hours before the slot starts | No refund |
The percentage applies to the full amount you paid, inclusive of our platform fee — we do not retain our commission on the refunded portion.
Bookings that were never charged
If a booking is still awaiting payment (you started checkout but did not complete it), cancelling costs nothing and releases the slot immediately. Unpaid slot holds expire automatically after 15 minutes.
How the money reaches you
Refunds are issued through Razorpay to the original payment method used for the booking — we cannot redirect a refund to a different card, UPI ID or account. Once a refund is initiated, the booking shows a refund processing state in the app until Razorpay confirms it.
Typical timelines after initiation, set by the banks and not by us:
- UPI — usually 1–3 working days
- Credit / debit cards — usually 5–7 working days
- Netbanking / wallets — usually 3–7 working days
Cancellations by a venue or by us
If a venue cancels your booking, or a slot becomes unavailable for reasons outside your control (double-booking, closure, unplayable ground conditions), you receive a 100% refund regardless of timing. The same applies if we cancel a booking on our side.
Pickup games
Creating or joining a pickup game is free — there is nothing to refund. If a game's host has booked and paid for a court, that booking follows the slabs above.
Disputes
If a refund has not reached you within the timelines above, or you believe a slab was applied incorrectly, email support@xctra.org with your booking ID. We respond within 2 working days and aim to resolve within 7.