Cancelling and refunds

Each venue sets its own cancellation policy. The policy is shown to you BEFORE you book and AGAIN when you cancel — so there are no surprises.

How to cancel

Cancel from the app. Self-cancel lives in the iOS / Android app: open the booking and tap Cancel. The app shows the cancellation policy and your estimated refund (based on how far away the booking is) before you confirm. Once you confirm, the refund (if any) starts processing immediately.

The web portal's booking detail page does not have a cancel button. If you're on the web and need to cancel, use the app, or contact the venue and ask them to cancel for you — the same policy and refund rules apply.

How the refund is calculated

A typical venue policy:

• Cancel 24 hours or more before start → 100% refund
• Cancel between 6 hours and 24 hours before start → 50% refund
• Cancel less than 6 hours before start → no refund

The exact thresholds vary per venue. Yours might be more lenient (48h full refund) or stricter (3-day full refund only). Read the policy on the cancel page.

The math:

hoursBefore = booking start − now
if hoursBefore ≥ full-refund-window:   100% refund
else if hoursBefore ≥ partial-window:  partial-percent refund
else:                                   no refund

The booking is cancelled regardless of refund amount. You can't keep the slot AND get a refund.

When the refund settles

If the refund hasn't arrived after 10 business days, contact the venue with your booking ID — they can check the provider's status.

Cancelling a free booking

Free bookings ($0) cancel instantly with no refund (since there's nothing to refund). The slot is freed up for someone else.

Cancelling on the day

If you cancel within hours of the booking:

• Most venue policies give 0% refund inside this window
• The booking is still cancelled — the slot becomes available to others

If you don't cancel and just don't show up:

• The booking stays as CONFIRMED and counts against your no-show count (some venues track this)
• No refund (worse than cancelling on the day)
• Some venues bar repeat no-shows from booking again

Venue-cancelled bookings

If the venue cancels your booking (e.g. closure, gas leak, equipment failure):

• You'll be emailed + SMS'd the cancellation reason
• A full refund is automatic, regardless of policy
• The refund settles in the same time as a normal refund
• You'll be given priority on future bookings if the venue's policy supports it

This is different from you cancelling — venue cancellations always = full refund.

Disputes

If you think the refund amount is wrong:

1. Check the policy at the time of booking (it's in your booking confirmation email)
2. Re-read the cancel-page summary you saw before confirming
3. If you're sure the refund is wrong, contact the venue with your booking ID
4. Venue admins can manually adjust the refund — they have an override path

If the venue refuses and you genuinely think the policy was misapplied, you have:

• Right to dispute via your card issuer (chargeback) — last resort
• Right to escalate to AU Consumer Affairs / Fair Trading

Charging back routinely without trying to resolve directly first may get your account suspended.

Membership-related cancellations

Cancelling a single booking doesn't cancel your membership. To cancel the membership itself, see Memberships.

Reschedule vs. cancel

CourtPass doesn't currently have a reschedule action. To move a booking:

1. Cancel the original (refund per policy)
2. Book the new time
3. Pay again

If you want to avoid the refund hit, contact the venue — they can sometimes manually move bookings without re-charging.

Common scenarios

"I don't see a Cancel button"

The web portal doesn't have one — cancel from the app, or contact the venue. In the app, the Cancel option only appears on CONFIRMED bookings before they start; once a booking has started or finished it can't be self-cancelled, so contact the venue if you genuinely need a refund for a past booking.

"My booking cancelled itself"

The venue cancelled it. Check email — there'll be a "your booking has been cancelled by the venue" message with reason + refund confirmation.

"Refund hasn't arrived"

5–10 business days is normal for cards. If it's been longer, contact the venue with your booking ID.

"I cancelled by mistake — can I un-cancel?"

No, cancellation is final. If the slot is still available, book it again — but you'll re-pay (and the original refund still goes through, so it's roughly net-neutral on cards in 5–10 days).

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