Cancellation & Refund Policy

This policy covers court bookings you paid for online through Bookasan. It works together with our Terms of Service.

• Bookings you pay for at the venue, in cash or at the counter, are between you and the venue. Bookasan never held that money, so ask the venue about a refund.
• Tournament entry fees: if you withdraw, the entry fee is not refunded, and the app tells you so before you confirm. You can withdraw yourself only until the draw is made; after that, contact the venue. A venue cannot remove an entry you made and paid for online — only you can withdraw it — and it cannot change the entry fee once anyone has paid. If the venue cancels the tournament, every entry fee paid comes back to you in full as points, automatically, including to each player who paid in a team or flexible-team event. As with a court booking, the booking fee and any payment processing fee are not refunded.
• If you booked on a venue's own website rather than the Bookasan app, there may be no Bookasan account to credit. Contact us and we will sort the refund out with the venue by hand.

Open My Bookings, pick the booking and cancel it. Nobody has to approve it. The figures below are the usual ones; the app shows your booking's own before you confirm.

• You receive 100% of the court price as points, instantly (or the share the venue's agreement sets, if it is lower — always shown before you confirm).
• Bookasan charges no cancellation fee unless the venue's agreement sets one.
• The booking fee and the payment processing fee are not refunded (see below).
• The slot goes back on sale so another player can book it.

Close to the start the venue has usually lost the chance to re-sell the court, so a refund is no longer automatic. Cancelling still opens a refund request, which Bookasan takes to the venue to review. When you cancel, you choose why: bad weather, a court or facility problem, a venue mistake, an injury or something else.

• The venue decides how much to refund, up to its refund share (the full court price at most venues), and only genuine reasons are accepted.
• For a genuine reason (weather, a facility problem or a venue mistake) the venue can refund the full court price with no Bookasan charge at most venues.
• You write to Bookasan inside the request, and Bookasan talks to the venue for you. You and the venue do not message each other.
• Turning up late or not turning up is not, on its own, a genuine reason.

Once your slot has ended it can no longer be cancelled. If you missed it or it was rained off, open the booking and request a refund instead, up to 24 hours after it ends. After that, contact us and we will look at it, but we cannot promise a refund.

A request that nobody has replied to for 14 days is closed automatically. If the venue has gone quiet, write to us at contact-us@bookasan.com before then and we will follow it up with them.

Some reasons are nobody's fault, or are the venue's. For these the venue can refund up to 100% of the court price, whatever the time:

• Bad weather that makes the game impossible or unsafe: heavy rain, storm, flood, extreme heat or smog.
• A natural disaster or emergency: earthquake, fire, flood, an epidemic, or an official order that closes the venue or the area.
• A facility problem: a flooded or damaged court, a lighting or power failure, a locked venue.
• A venue mistake: a double booking, or nobody there to open the court.

The venue or Bookasan may ask you for a short description or a photo. Only genuine reasons are accepted. Claiming one that is not true can lead to the request being refused and, if it keeps happening, to your account being suspended.

If the venue closes or calls the game off itself, it cancels the booking as one it cannot host and you are refunded in full automatically. See the next section.

If a venue cancels an online booking because it cannot host you (its court is unusable, it is closed, or it double-booked you), you get 100% of the court price back as points automatically, whatever the time of day. You do not need to ask. If you asked the venue to cancel for you, the normal rules above apply instead.

A venue may move a booking you paid for online to another court, day or time, for example when a court needs repair. It cannot change the price, the length of the booking or the equipment you booked, and we email you the new details. If the new time does not suit you, you can cancel under the normal rules in this policy. If you are then within the last hour, choose "Venue mistake" as the reason so the venue can refund you in full.

The processing fee pays the payment provider for moving your money. It works like this:

• It is charged only on the part you pay by card or online. It is never charged on points.
• If your points cover the whole booking, there is no processing fee. The booking fee still applies.
• Some venues pay the processing fee themselves. Checkout says so, and shows you no processing fee.
• When you add points to your wallet, the processing fee is charged once, at that time. Spending those points later carries no processing fee.
• The processing fee is not refunded. It has already been paid to the payment provider by the time you cancel.

Refunds are for the principal amount only: the court price, including any equipment you booked. These are never refunded:

• The booking fee. It pays for taking and confirming your booking, which has already happened. If a booking could not be honoured through no fault of yours, contact us and we will look at it.
• The payment processing fee (see above).
• Points you have added to your wallet, once they are there.
• A booking you simply did not turn up for and did not cancel, unless the venue agrees to refund it.

A venue's signed agreement with Bookasan may set the cancellation time differently from the one shown here; the terms that apply to your booking are shown when you book and on your cancellation screen.

• Refunds are added to your points wallet. One point is worth Rs 1.
• Points can be spent on any venue on Bookasan, in full or in part.
• Points never expire.
• Points cannot be withdrawn as cash, sent to a bank account or mobile wallet, or transferred to another person.

We refund in points because online card payments in Pakistan cannot be reversed automatically. Points are instant and work at every venue.

• Refund points go to the Bookasan account that cancels the booking or makes the refund request. That account must be the one the booking belongs to: you must be logged in with the email address the booking was made with, and that email must be verified.
• If the venue cancels, the points go to the account whose verified email matches the booking.
• A phone number alone never makes a booking yours, even if it matches the number on your profile, because phone numbers are not verified.
• If there is no matching account, for example after booking on a venue's own website as a guest, we arrange the refund by hand. Contact us with your booking number.
• A booking can be refunded only once.

If your payment reaches us after your slot was released, or you pay twice for the same booking, tournament entry or points top-up, the payment is recorded for a refund and is never simply kept. We refund the whole amount of that extra payment. If you have not heard from us, write to contact-us@bookasan.com with the booking or payment reference and the date and amount you paid.

Reply inside the refund request, or write to contact-us@bookasan.com or call 0314 9220787 with your booking number and what happened. We will look at what the venue decided and what you have told us, and we will tell you the outcome. Where a venue's decision is outside this policy, Bookasan can correct it.