Cancellation & Refund Policy

Introduction

At Zappo, we strive to provide a seamless sports booking experience. This Cancellation and Refund Policy outlines the terms and conditions under which users and partners can cancel bookings and request refunds.

Cancellation by Users

Venue and Court Bookings

• Venue-Specific Cancellation Policies: Cancellation policies for venue and court bookings vary based on each venue partner's terms and conditions. The specific cancellation policy, including the cancellation window and refund eligibility, will be clearly displayed at the time of booking.
• Policy Variations: Each venue may have different cancellation timeframes (e.g., 2 hours, 6 hours, 12 hours, 24 hours, or more before the scheduled time) and refund percentages based on when the cancellation is made.
• No-show: If a user does not show up for their booking without prior cancellation, no refund will be provided, as per the venue's policy.
• Understanding the Policy: Users are strongly encouraged to review the venue's cancellation policy before completing their booking to avoid any confusion or loss of payment.

Match/Event Bookings

• Users can cancel their participation in a match or event up to 6 hours before the scheduled start time for a full refund.
• Cancellations within 6 hours of the event start time will not be eligible for a refund.
• If a match or event is cancelled by the host or Zappo, all participants will receive a full refund.

Cancellation by Partners

• If a venue partner cancels a confirmed booking, the user will receive a full refund, including all service fees.
• Partners are encouraged to communicate any facility issues or unavailability as early as possible to minimize inconvenience to users.
• Repeated cancellations by partners may result in penalties or suspension from the Zappo platform.

Refund Process

Eligible Refunds

• Refunds will be processed within 7-10 business days from the date of cancellation approval.
• Refunds will be credited to the original payment method used during booking (UPI, credit/debit card, wallet, etc.).
• In case of payment gateway delays, users should contact their bank or payment provider for further assistance.

Service Fees

• Zappo may deduct a nominal service fee or transaction charge from the refund amount, as applicable.
• The exact fee structure will be communicated at the time of booking and cancellation.

Refund Exceptions

Refunds will not be issued in the following cases:

• The user did not show up for the booking without prior cancellation.
• The cancellation was made outside the eligible cancellation window.
• The user violated Zappo's Terms and Conditions or Community Guidelines.
• Technical issues caused by the user's device, network, or third-party services.

Weather and Force Majeure

• In case of extreme weather conditions or unforeseen circumstances (force majeure) that make playing unsafe or impossible, Zappo or the venue partner may cancel the booking.
• Users will be offered a full refund or the option to reschedule the booking based on availability.
• Zappo is not liable for any additional travel or accommodation expenses incurred by users due to such cancellations.

Dispute Resolution

• If a user or partner disputes a cancellation or refund decision, they can contact Zappo support at [email protected].
• Zappo will review each case individually and make a fair decision based on the available evidence.
• Zappo's decision on refunds and cancellations is final and binding.

Changes to This Policy

Zappo reserves the right to modify or update this Cancellation and Refund Policy at any time. Users will be notified of any changes via email or in-app notifications. Continued use of the platform after changes indicates acceptance of the updated policy.

Contact Us

For any questions or concerns regarding cancellations and refunds, please reach out to us: