Refund & Cancellation Policy

Last updated: 12/10/2025

1. Overview

At SuperServe, we strive to provide a fair and transparent refund policy for all bookings, events, and services. Our policy is designed to balance flexibility for users with fairness to venues and event organizers.

2. Standard Refund Policy

More than 24 hours before event

100% refund - Full refund of your booking amount (subject to any payment processing fees already incurred)

Within 24 hours of event

80% refund - You'll receive 80% of your booking amount back. The remaining 20% is retained as a cancellation fee, which is shared between the venue and our platform to compensate for the late cancellation.

After event has started

No refund - No refunds are available once an event or booking has started.

Note: Some events or venues may have custom refund policies which will be clearly displayed at the time of booking. The policy shown at checkout always applies.

3. Event Tickets

Event tickets follow our standard refund policy outlined above:

  • Full refund up to 24 hours before event start
  • 80% refund within 24 hours of event start (20% cancellation fee)
  • No refund after event has started

🔒 Anti-Reselling Protection

To prevent ticket scalping and reselling, your ticket QR code will only unlock 2 hours before the event starts. Your ticket is confirmed immediately, but the scannable code appears closer to event time.

4. Tournament Entries

Tournament registrations follow our standard refund policy:

  • Full refund up to 24 hours before tournament start
  • 80% refund within 24 hours of tournament start (20% cancellation fee)
  • No refund after tournament has started

📋 Waitlist System

If a tournament is full, you can join the waitlist. When someone cancels, waitlisted players are notified immediately and can claim the spot on a first-come, first-served basis.

5. Court Bookings

Court bookings follow our standard refund policy:

  • Full refund up to 24 hours before booking time
  • 80% refund within 24 hours of booking time (20% cancellation fee)
  • No refund after booking has started

No-Shows

If you fail to show up for your booking without prior cancellation, no refund will be issued.

6. Coaching Sessions

Individual Sessions

  • Cancellations 48+ hours before session: Full refund
  • Cancellations 24-48 hours before session: 50% refund
  • Cancellations less than 24 hours before session: No refund

Course Packages

Multi-session coaching packages can be cancelled for a full refund before the first session. After the first session, refunds are prorated based on remaining sessions, minus a 10% admin fee.

7. Cancellation Fee Revenue

When a 20% cancellation fee applies (for cancellations within 24 hours), this fee is shared between:

  • Venue/Organizer (85%): Compensates for the short-notice cancellation and lost opportunity to fill the slot
  • Platform (15%): Covers administrative costs and payment processing

This structure ensures venues and organizers are partially compensated for last-minute cancellations while still providing users with a partial refund.

8. Event Cancellations by Organizer

If an event, tournament, or booking is cancelled by the organizer or venue:

  • You will receive a full 100% refund, with no cancellation fees
  • Refunds are processed automatically within 5-7 business days
  • You'll receive a notification with refund details

9. Weather & Court Conditions

For outdoor bookings:

  • If the venue closes due to adverse weather, you will receive a full refund or credit
  • If courts become unplayable during your booking, a prorated refund will be issued
  • Personal weather preferences do not qualify for refunds outside the standard cancellation window

10. How to Request a Refund

To request a refund:

  1. Go to your dashboard
  2. Find the booking, event, or service you wish to cancel
  3. Click "Cancel" or "Request Refund" and follow the prompts
  4. You'll see the refund amount before confirming (based on current policy)
  5. If automated cancellation is not available, contact support

11. Refund Processing Time

Approved refunds are processed immediately. The time for funds to appear in your account depends on your payment method:

  • Wallet balance: Instant
  • Credit/Debit cards: 5-10 business days
  • Digital wallets: 3-5 business days
  • Bank transfers: 3-7 business days

12. Exceptions

We may issue refunds outside of this policy in exceptional circumstances, such as:

  • Medical emergencies (documentation may be required)
  • Bereavement
  • Platform errors or technical issues on our end
  • Venue closures or unforeseen circumstances

13. Disputes

If you believe you are entitled to a refund that was denied, you can escalate your case:

  1. Contact support at support@padelconnect.com
  2. Provide your booking reference and reason for dispute
  3. Our team will review your case within 48 hours
  4. If unresolved, you may escalate to our complaints procedure

14. Changes to This Policy

We reserve the right to update this refund policy. Changes will be posted on this page with an updated "Last updated" date. The policy in effect at the time of booking applies to that booking.

15. Contact Us

For questions about refunds or to request assistance:

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