Cancellation, Refund & Dispute Policy

1. Overview

This policy governs all cancellations, refunds, no-shows, and payment disputes for bookings made through PowerMySport and is incorporated by reference into our Terms of Service. It constitutes the entire and exclusive statement of your refund rights; no representation made by a venue, coach, or academy outside this policy is binding on PowerMySport. All refund decisions are made at PowerMySport's sole discretion in accordance with this policy, and no refund is owed as a matter of right except as expressly stated herein.

2. Cancellation & Refund Windows

2.1 Player-Initiated Cancellations

Refunds are calculated on the amount you actually paid for the booking. Any payment-gateway charge that is non-refundable to PowerMySport will be deducted from the refunded amount. PowerMySport reserves the right to deny a refund entirely where a booking is cancelled and re-booked in a manner suggestive of abuse of this policy.

2.2 Coach/Venue-Initiated Cancellations

If a coach or venue owner cancels a confirmed booking, the player is entitled to:

• 100% refund of the amount actually paid (platform fee inclusive), subject to verification that the cancellation was not caused or requested by the player
• Refund processed within 3-5 business days of verification
• Option, but not a right, to rebook at the same or similar time slot subject to availability
• No cancellation fee imposed on the player

2.3 Force Majeure Cancellations

In cases of force majeure (natural disasters, government lockdown, venue closure, or other events beyond any party's reasonable control), PowerMySport will, at its sole discretion, offer either a refund of the amount paid (less non-refundable processing charges) or the option to reschedule to a future date. PowerMySport's determination of what constitutes a force majeure event is final.

3. Refund Processing

3.1 Refund Timeline

• Approval: Within 2-5 business days after a complete cancellation or dispute request is submitted
• Processing: 5-10 business days for bank refunds after approval
• Wallet Credits: Where PowerMySport elects to issue a wallet credit instead of a cash refund, it is credited promptly but is non-withdrawable and usable only for future bookings

PowerMySport reserves the right, at its sole discretion, to issue any approved refund as platform wallet credit rather than a cash refund to the original payment method.

3.2 Refund Method

• Card Payments: Refunded to the original card within 5-10 business days of approval
• UPI/Bank Transfer: Credited to the original account within 5-10 business days of approval
• Wallet: Credited to your PowerMySport wallet (usable only for future bookings, non-transferable and non-withdrawable as cash)
• Combination Payments: Refunded proportionally across original payment methods, at PowerMySport's discretion as to allocation

Payment gateway and processing fees are non-refundable in all circumstances and will be deducted from any refund. PowerMySport is not responsible for delays caused by banks, payment processors, or other third parties.

4. Payment Disputes & Chargebacks

4.1 Dispute Filing Process

If you believe a charge was made in error or a service was not delivered, you must raise a dispute directly with PowerMySport within 48 hours of the scheduled booking time, and before contacting your bank or payment provider. Disputes raised after this window will not be considered, except where PowerMySport determines, at its sole discretion, that exceptional circumstances justify an exception. To raise a dispute:

1. Email teams@powermysport.com or call +91 89685 82443, quoting your booking ID
2. State your dispute reason and provide a detailed explanation
3. Attach or forward all supporting documents (screenshots, communications, etc.); incomplete submissions may be rejected without further review
4. Your dispute will be logged and reviewed by the PowerMySport disputes team

4.2 Dispute Investigation Timeline

• Acknowledgment: Within 48 hours of filing
• Initial Review: Within 5-7 business days
• Communication: Our team may contact either or both parties for additional information; failure to respond within 5 business days may result in the dispute being decided on available evidence or closed
• Final Decision: Within 10-15 business days
• Escalation (if needed): Up to 20 business days

4.3 Chargeback Process

Filing a chargeback with your bank or payment provider without first exhausting the dispute process above is treated as a presumptive breach of these policies and of good faith. In such cases:

• We will contest the chargeback with evidence of the transaction and of this policy
• We reserve the right to immediately suspend your account pending resolution, without refund of any amount
• If the chargeback is resolved in the bank's favor, we will additionally charge a chargeback-handling fee of ₹500-₹1,500, recoverable from your wallet, any pending payout, or by any other lawful means
• A chargeback found to be unsubstantiated or fraudulent will result in permanent account termination and, at PowerMySport's discretion, referral for legal action to recover amounts owed
• Repeated or disputed chargebacks will result in permanent account termination

4.4 Common Dispute Reasons & Resolution

5. Special Cases

5.1 No-Show Policy

Player No-Show: A player who does not use the booking's check-in code before it expires, without prior notice to PowerMySport, is treated as a no-show:

• No refund is issued under any circumstance
• Coaches/venues retain 100% of the payment
• A pattern of repeated no-shows, once identified by our team, may result in a temporary booking restriction or permanent account suspension, at PowerMySport's sole discretion

5.2 Partial Refunds

Where a service was only partially delivered:

• The PowerMySport disputes team alone assesses the value of the service actually delivered; its determination is final and binding
• Any refund is calculated proportionally at PowerMySport's discretion (for example, 1 hour used out of a 2-hour booking may result in up to a 50% refund, less applicable fees)
• PowerMySport is not obligated to obtain both parties' agreement before finalizing a partial refund

5.3 Promo Code & Discount Refunds

When a booking made using a promo code or discount is cancelled:

• Any refund is calculated on the discounted amount actually paid, not the original list price
• The promo code is forfeited and will not be reissued or extended, regardless of the cancellation window
• Promo codes and discounts have no cash value and cannot be redeemed for cash under any circumstance

5.4 Abuse of This Policy

PowerMySport monitors for patterns of frequent cancellations, repeated disputes, or chargeback abuse. Accounts exhibiting such patterns, as determined solely by PowerMySport, may have future refund eligibility restricted or revoked, be required to prepay non-refundable amounts, or be permanently suspended.

6. Coach & Venue Refunds

Coaches and venue owners receive their earned revenue only after the PowerMySport commission and any applicable fees are deducted, and only in accordance with the following:

• Commission: PowerMySport does not currently deduct a commission from venue or coach payouts; we reserve the right to introduce one at any time, with the applicable rate disclosed to affected venues/coaches in advance
• Payout Timing: Payouts are released after booking completion and internal verification; we do not currently commit to a fixed weekly or bi-weekly schedule, and payouts may be withheld pending verification, dispute resolution, or fraud review
• In case of customer refund: The corresponding coach/venue payout is reduced or withheld proportionally, without exception
• Reversal: Where a refund is issued due to coach/venue fault, non-compliance, or a policy violation, the full amount previously paid out may be reclaimed by deduction from future payouts or by direct recovery
• Holdbacks: PowerMySport may withhold a reasonable reserve from payouts to cover anticipated refunds, disputes, or chargebacks

7. Escalation & Appeals

7.1 Disagreement with Decision

If you disagree with a dispute decision:

• You may file a single appeal within 3 business days of the decision
• The appeal must include new evidence or information not previously submitted; appeals without new evidence will be summarily denied
• The case will be reviewed by a senior member of the disputes team
• The decision on appeal is final and binding, and no further internal review will be offered, unless fraud on PowerMySport's part is separately established

7.2 Binding Arbitration

Any dispute not resolved through the above process shall be subject to the mandatory, binding arbitration provisions of our Terms of Service. You waive any right to bring a class, collective, or representative claim in connection with any refund or dispute matter.

8. Contact & Support

For refund or dispute inquiries:

9. Your Statutory Rights

Nothing in this policy limits, excludes, or waives any non-waivable right you have as a consumer under the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, or any other applicable Indian law. Where this policy is silent or in conflict with such a statutory right, the statutory right prevails.