Refund & Cancellation Policy

Refund Policy - Sports Turf

Quick Overview

24-Hour Rule: Cancellations must be made at least 24 hours before your booking time
Full Refund: Available for cancellations made 24+ hours in advance
Weather Protection: Full refunds for weather-related cancellations
Medical Emergency: Refunds available with valid documentation
Processing Time: Refunds processed within 3-5 business days

Cancellation Policy

Standard Cancellations

We understand that plans can change. To ensure fair usage of our facilities and to allow other customers the opportunity to book, we have established the following cancellation guidelines:

Important: 24-Hour Cancellation Rule

All cancellations must be made at least 24 hours before your scheduled booking time to be eligible for a full refund. Cancellations made less than 24 hours before the booking time are not eligible for refunds.

Cancellation Time	Refund Amount	Processing Fee
24+ hours before booking	100% Full Refund	No fee
12-24 hours before booking	No Refund	N/A
Less than 12 hours	No Refund	N/A
No-show	No Refund	N/A

How to Cancel Your Booking

Online: Log into your account and cancel through your booking dashboard
Phone: Call our customer service at [+91-8130595300] during business hours
Email: Send cancellation request to [s2s2sun@gmail.com] with your booking reference
In-Person: Visit our facility during operating hours

Refund Guidelines

Eligible Refunds

Refunds will be processed for the following situations:

Cancellations made 24 hours or more before the booking time
Facility closure due to maintenance or safety concerns
Severe weather conditions that make play unsafe
Medical emergencies (with valid documentation)
Facility double-booking or system errors

Refund Processing

Processing Time: 3-5 business days after approval
Method: Refunds will be issued to the original payment method
Bank Processing: Additional 2-7 business days depending on your bank
Cash Payments: Cash refunds available at the facility during business hours

Partial Bookings

If you've booked multiple time slots and only want to cancel some of them, partial refunds will be processed following the same 24-hour rule for each individual time slot.

Special Circumstances

Weather-Related Cancellations

We monitor weather conditions closely to ensure player safety and optimal playing conditions.

Severe Weather: Full refunds for bookings cancelled due to storms, heavy rain, or unsafe conditions
Light Rain: Indoor facilities remain available; outdoor bookings may be rescheduled
Extreme Heat/Cold: Facility management reserves the right to cancel for safety reasons

Medical Emergency Refunds

We understand that medical emergencies can occur unexpectedly. Full refunds are available with proper documentation:

Medical certificate from a licensed healthcare provider
Hospital admission records
Emergency department visit documentation
Doctor's note for serious illness or injury

Emergency Situations

In case of genuine emergencies, please contact us immediately. We will work with you to find the best solution, even if it's outside our standard policy timeframes.

Equipment or Facility Issues

If our facilities or equipment don't meet our quality standards during your booking:

Full Refund: If the facility is unusable
Partial Refund: If some amenities are unavailable
Free Rebooking: Alternative time slots at no extra cost
Facility Credits: Credit towards future bookings

Group Bookings & Events

Corporate Events & Tournaments

24-Hour Rule: Group bookings (10+ people) require 24 hours notice for full refund
Partial Cancellation: Reduction in group size allowed up to 24 hours before
Deposit: Group booking deposits are refundable following the same timeline

Non-Refundable Items

The following items and services are generally non-refundable:

Convenience Fees: Online booking fees and service charges
Equipment Damage: Charges for damaged equipment during your session
Additional Services: Coaching sessions, equipment rentals (unless facility error)
Membership Fees: Annual or monthly membership fees (separate policy applies)
Late Cancellations: Any cancellation made less than 24 hours before booking
No-Shows: Failure to show up for your booking without prior cancellation

Equipment Rental Policy

Equipment rentals have a separate 4-hour cancellation policy. Please refer to the specific terms provided at the time of equipment booking.

Dispute Resolution

If You Disagree With Our Decision

We strive to be fair and reasonable in all our decisions. If you believe your situation warrants special consideration:

Step 1: Contact our customer service team to discuss your specific situation
Step 2: Request to speak with a manager if the initial response isn't satisfactory
Step 3: Submit a formal complaint in writing with all supporting documentation
Step 4: Management will review and respond within 5 business days

Documentation Required

For all refund requests and disputes, please provide:

Booking confirmation number
Date and time of original booking
Reason for cancellation or refund request
Supporting documentation (if applicable)
Preferred resolution

Policy Updates

This refund policy may be updated from time to time to reflect changes in our services, legal requirements, or business practices. We will notify customers of significant changes through:

Email notifications to registered users
Announcements on our website and social media
Posted notices at our facilities

Effective Date: This policy applies to all bookings made on or after September 18, 2025. Bookings made before this date will follow the terms that were in effect at the time of booking.

Remember: The sooner you cancel, the more likely you are to receive a full refund. We recommend reviewing your bookings regularly and cancelling as early as possible if your plans change.