Refund and Cancellation Policy

1. Venue-Specific Cancellation Conditions

• Different venues may apply different cancellation deadlines and refund conditions.
• The applicable conditions will be displayed during booking, in the booking summary, in venue information, or through another clear notice before confirmation.
• Where there is a conflict between this general policy and a venue-specific condition, the venue-specific condition applies unless it conflicts with applicable law or a specific protection in this policy.

2. Cancellation by the Customer

• Customers may request cancellation through the Sportynix app or by contacting support.
• Refund eligibility depends on the venue deadline, time remaining before the booking, whether the booking has started or been completed, the payment type, and whether the booking is normal or permanent.
• A cancellation request is not completed until confirmed in Sportynix or by authorised support staff.

3. Eligible Customer Cancellations

• Where the customer cancels within the permitted period, the outcome may be a full refund, partial refund, rescheduling, Sportynix credit or points accepted by the customer, or another disclosed remedy.
• Any retained amount is based on the conditions shown before confirmation.

4. Late Cancellations and No-Shows

• A cancellation after the permitted deadline may be non-refundable.
• A customer who does not attend without cancelling is treated as a no-show.
• No-shows are generally non-refundable because the reserved facility could not reasonably be offered to another customer.
• Late cancellations and no-shows may also affect points, rewards, account standing, and future permanent-booking eligibility.

5. Cancellation by a Venue or Sportynix

• A full refund is normally available where the venue cancels, the venue is closed, the reserved facility is unavailable and no acceptable replacement is provided, a system error caused successful payment without a valid booking, or the same transaction was charged more than once.
• An alternative date, facility, account credit, or Sportynix points may be offered instead, but you do not have to accept a materially different replacement.

6. Normal Bookings and Consecutive Slots

• Consecutive time slots may be combined into one booking with one reference and QR code.
• Unless partial cancellation is specifically supported and approved, cancellation and refund treatment applies to the entire combined booking.

7. Permanent Bookings

• The initial advance ordinarily applies only to the first generated occurrence unless another arrangement was shown before payment.
• Future unpaid occurrences do not create a refundable payment.
• Cancelling a permanent series stops eligible future occurrences but does not refund completed or already-used bookings.
• Each paid occurrence is assessed separately under the applicable venue cancellation conditions.

8. Advance Payments

• Where only an advance has been paid, the maximum refundable amount is normally limited to the amount actually paid.
• An unpaid balance does not form part of the refund.
• Eligible refundable advances will normally be returned through the original payment method or another approved method.

9. Payments Made at the Venue

• Booking payments made through PayHere may be refunded under this policy after payment and booking records are verified.
• For cash, bank transfer, or other direct booking payments, the venue may be responsible for issuing the refund.
• Sportynix may assist with investigation but may require a receipt, payment reference, booking reference, venue confirmation, or proof of amount paid.

10. Failed, Pending, or Cancelled Payment Attempts

• A failed or cancelled payment attempt is not a successful payment and therefore normally does not require a refund.
• A pending payment should be investigated before attempting another payment.
• If a bank or wallet shows a deduction while Sportynix shows failed or pending, contact support and provide the booking reference, approximate payment time, amount, and available transaction reference.

11. Duplicate or Incorrect Charges

• Where Sportynix verifies that you were charged more than once for the same booking, the duplicate successful charge will be refunded.
• Where an incorrect amount was charged because of a confirmed Sportynix system error, Sportynix will investigate and provide the appropriate refund or correction.
• Separate booking attempts, separate booking references, or user-confirmed purchases are not automatically treated as duplicates.

12. Refund Methods

• Approved refunds will normally be returned to the original payment method where technically supported.
• Card payments may be refunded through PayHere.
• If automated refunds are not supported, an approved refund may be completed manually through a verified bank account or another agreed method.
• Before a manual refund, Sportynix may request information needed to verify the recipient and bank account.

13. Refund Processing Times

• Sportynix aims to review a complete refund request within five business days.
• Additional information or venue confirmation may be required before a decision is made.
• After approval, card refunds may appear immediately as a void or may take about 5 to 10 business days or longer depending on PayHere, the bank, card network, wallet provider, and refund method.

14. Points, Discounts, and Promotional Credits

• Sportynix points and promotional credits have no cash value and are not refunded as cash.
• Where points were used for an eligible cancelled booking, they may be restored according to the applicable promotion rules.
• Points earned from a booking may be reversed if that booking is cancelled, refunded, charged back, fraudulent, or treated as a no-show where the programme rules allow it.
• Discounts and promotional benefits are not separately refundable beyond the amount actually paid.

15. Non-Refundable Circumstances

• A refund may be refused where the customer completed or used the booking, did not attend, cancelled after the deadline, violated venue rules, engaged in fraud, provided incorrect booking information, or requested refund of an unpaid amount.
• Nothing in this section removes rights that cannot legally be excluded.

16. Chargebacks and Payment Disputes

• Customers should contact Sportynix before filing a chargeback so the issue can be investigated.
• When responding to disputes, Sportynix may provide booking confirmations, payment verification, QR verification, attendance records, venue communications, cancellation history, refund history, and customer-support correspondence to the relevant financial or legal parties.
• Fraudulent disputes or knowingly false claims may result in account restriction or other appropriate action.

17. How to Request a Refund

• Submit the request through the Sportynix application, the public refund request page at https://sportynix.com/refund-request, or contact support@sportynix.com.
• Include your full name, email address or telephone number linked to the account, booking reference, payment or transaction reference where available, payment amount, reason for the request, and any relevant evidence or venue communication.
• Do not send your PIN, password, one-time password, full card number, or card security code.

Support and Refund Requests