Cancellation, Refund & Dispute Policy

1. Overview

This policy outlines the cancellation, refund, and dispute resolution procedures for PowerMySport bookings. Our goal is to provide fair treatment to all parties (players, coaches, and venue owners) while protecting the integrity of the marketplace.

2. Cancellation & Refund Windows

2.1 Player-Initiated Cancellations

2.2 Coach/Venue-Initiated Cancellations

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

• 100% refund of the amount paid
• Automatic refund processed within 24 hours
• Option to rebook at the same or similar time slot with priority
• No cancellation fee imposed on the player

2.3 Force Majeure Cancellations

In cases of force majeure (natural disasters, government lockdown, venue closure, etc.):

• 100% refund or recheduling options offered to all parties
• PowerMySport will not charge commission fees to coaches/venue owners
• Players can request refund or transfer booking to future date without penalty

3. Refund Processing

3.1 Refund Timeline

• Approval: 24-48 hours after cancellation request
• Processing: 5-7 business days for bank refunds
• Wallet Credits: Instant (if refunded as PowerMySport wallet credit)

3.2 Refund Method

• Card Payments: Refunded to original card within 5-7 business days
• UPI/Bank Transfer: Refunded to original account within 5-7 business days
• Wallet: Instant credit to PowerMySport account (can be used for future bookings)
• Combination Payments: Each payment method refunded proportionally based on original transaction

3.3 Refund Deductions

The following deductions may apply in certain circumstances:

• Outstanding disputes or chargebacks filed by the player
• Booking recovery costs for fraudulent activity
• Payment processing fees (if applicable, from 50% or forfeit refunds)

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 can file a dispute through our platform before contacting your bank:

1. Log in to PowerMySport account
2. Navigate to "Bookings" → select the disputed booking
3. Click "File Dispute" button
4. Select dispute reason and provide detailed explanation
5. Attach supporting documents (screenshots, communications, etc.)
6. Submit for review by PowerMySport dispute team

4.2 Dispute Investigation Timeline

• Acknowledgment: Within 24 hours of filing
• Initial Review: Within 3-5 business days
• Communication: Our team will contact both parties for additional information
• Final Decision: Within 7-10 business days
• Escalation (if needed): Up to 15 business days

4.3 Chargeback Process

If you file a chargeback with your bank or payment provider without first attempting resolution through PowerMySport:

• We will respond to the chargeback with evidence of the transaction
• We maintain the right to suspend your account pending resolution
• If chargeback is found in the bank's favor, we will deduct the chargeback fee (₹500-1000) from your account
• Repeated chargebacks may result in account termination

4.4 Common Dispute Reasons & Resolution

5. Special Cases

5.1 No-Show Policy

Player No-Show: If a player does not arrive for the booking:

• No refund is issued
• Coaches/venues keep 100% of the payment
• Multiple no-shows may result in account warnings or suspension

5.2 Partial Refunds

In cases where the service was partially completed or partially accepted:

• PowerMySport dispute team assesses the value of service delivered
• Refund is calculated proportionally (e.g., 1 hour out of 2 hours booked = 50% refund)
• Both parties must agree to partial refund settlement

5.3 Promo Code & Discount Refunds

When a booking with promo codes or discounts is cancelled:

• Discount is removed, refund is based on original price
• Promo code can be re-used if cancellation occurs within 48 hours
• Expired promo codes cannot be extended

6. Coach & Venue Refunds

Coaches and venue owners receive their earned revenue after PowerMySport commission is deducted:

• Commission Rate: 15-20% (varies by service type)
• Payment Schedule: Weekly or bi-weekly (varies by account level)
• In case of customer refund: Coach/venue refund is also reduced proportionally
• Reversal: If a refund is issued due to coach/venue fault, their earned amount is reclaimed

7. Escalation & Appeals

7.1 Disagreement with Decision

If you disagree with our dispute decision:

• You may file an appeal within 5 business days of the decision
• Provide new evidence or information not previously available
• Case will be reviewed by a senior member of the disputes team
• Second review decision is final unless fraud is detected

7.2 Binding Arbitration

As outlined in our Terms of Service, certain disputes may be subject to binding arbitration. In such cases, both parties agree to settle the matter through a neutral arbitrator rather than in court.

8. Contact & Support

For refund or dispute inquiries: