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

1. Profile → Bookings → click the booking.
2. Cancel booking at the bottom of the page.
3. The cancellation page shows:
   • The cancellation policy summary (custom text from the venue, plus the time-based rules)
   • Your estimated refund based on how far away your booking is
4. Confirm.

You're cancelled. Refund (if any) starts processing immediately.

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

"Cancel button is greyed out"

The booking has already started or finished. Cancellation only works on CONFIRMED bookings before start. 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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