Refund & Cancellation Policy
Effective Date: 24 July 2026
This policy explains how bookings, cancellations, and refunds work on BookMyGround. It applies to ground bookings made through the Customer App and to tournament entry-fee payments.
BookMyGround is a services booking platform — no physical goods are shipped or delivered, so this policy replaces any shipping/delivery policy.
1. How Payment Works
To confirm a booking, you pay an advance online through our payment partner, Razorpay — shown to you as a percentage of the total booking amount (typically 20%) before you pay. The remaining balance is paid directly to the ground owner at the venue. For tournaments with an entry fee, the full entry fee is collected the same way through Razorpay at the time of registration.
2. Cancelling a Booking
- You can cancel a confirmed booking yourself from My Bookings, any time before its scheduled start time.
- A ground owner may also cancel a confirmed booking on their end (for example, due to maintenance or an emergency).
- Cancelling — by either party — immediately frees the time slot so other customers can book it.
3. Refund Policy
The advance amount is not automatically refunded when a booking is cancelled. This applies whether the cancellation is made by you or by the ground owner.
We review refund requests manually, on a case-by-case basis, particularly in situations such as:
- Your payment was successfully charged, but the booking could not be confirmed because the slot had just been taken by another customer, or the date/slot had been blocked by the owner at the same time you were paying.
- The ground owner cancelled your booking after you had already paid.
- You believe a refund is otherwise warranted due to circumstances outside your control.
To request a refund, contact us (see Contact Us) with your booking details and, if available, the Razorpay payment/order ID. We will review the request and respond with our decision.
There is currently no automatic or instant refund at the point of cancellation — every refund is a manual decision made by our team after review. Where a refund is approved, it is processed back through Razorpay to your original payment method; Razorpay's typical processing time for an approved refund is a few business days, though the exact time can vary by bank/payment method.
4. Tournament Entry Fees
The same principles apply to tournament entry fees: registration is confirmed once payment succeeds, and there is no automatic refund if you later choose not to participate. If a payment succeeds but the tournament had just reached its team limit, contact us for a manual review.
5. Coupons and Discounts
If you used a coupon or promotional discount on a booking, only the amount actually paid by you is eligible for any approved refund — a coupon discount does not entitle you to any additional cash amount.
6. Non-Refundable Situations
Refunds are not available for:
- Simple change of mind after the slot start time has passed;
- Dissatisfaction with the venue discovered only after visiting it, where the listing was accurate at the time of booking (please leave a review, and report serious issues to us so we can review the listing);
- Repeated cancellations that appear to be an attempt to misuse the platform.
7. Owner Payouts
This section is for ground owners. BookMyGround does not deduct a coupon's cost from an owner's earnings — where a customer used a coupon, the owner's settlement still reflects their full share of the booking, and BookMyGround separately funds the coupon discount as its own cost. Settlement payouts to owners are processed manually by our team on a periodic basis; owners can track pending and settled amounts from the Revenue tab in the Owner App.
8. Changes to This Policy
We may update this policy as the Platform evolves. Material changes will be reflected here with a new effective date.
9. Contact Us
For any refund or cancellation query, reach us through the Help & Support / Contact Support screen in the app, or via the details in our Contact Us page.
This document describes BookMyGround's actual booking, cancellation, and refund handling as implemented in the app. It is provided as a production-ready draft and should be reviewed by a qualified lawyer before being published as your final, binding policy.