Refund Policy

1. General Refund Principles

PitchnGround operates as a booking platform that connects Users with Facility Owners. Our refund policy balances the interests of both parties while maintaining the integrity of our booking system.

1.1 Booking Confirmation

A booking is considered confirmed once:

• You receive a booking confirmation notification
• Your payment has been successfully processed
• The booking appears in your user account under "Confirmed Bookings"

1.2 Refund Processing

All approved refunds will be processed back to the original payment method used during booking. Processing times may vary depending on your payment provider:

• Credit/Debit cards: 5-10 business days
• Digital wallets (e.g., PayPal): 3-5 business days
• Bank transfers: 7-14 business days

1.3 Currency and Processing Fees

• Refunds will be issued in the same currency as the original payment
• PitchnGround reserves the right to deduct payment processing fees from refund amounts where permitted by applicable law
• Any currency conversion fees or fluctuations are the responsibility of the User

2. Standard Cancellation Policy

Our standard cancellation policy applies to most facilities on our platform, unless a facility has specified a Custom Cancellation Policy (see Section 3).

2.1 Full Refund Period

A full refund (100% of booking amount) will be issued if:

• Cancellation is made more than 48 hours before the scheduled booking time
• The facility becomes unavailable due to circumstances within the Facility Owner's control
• PitchnGround determines that the facility significantly misrepresented its amenities or condition

2.2 Partial Refund Period

A partial refund (50% of booking amount) will be issued if:

• Cancellation is made between 24-48 hours before the scheduled booking time

2.3 No Refund Period

No refund will be issued if:

• Cancellation is made less than 24 hours before the scheduled booking time
• The User fails to appear for the booking ("no-show")
• The User is denied access to the facility due to failure to comply with facility rules clearly stated in the listing

3. Custom Cancellation Policies

Some Facility Owners may set Custom Cancellation Policies that differ from our Standard Cancellation Policy. These policies are clearly displayed on the facility listing page and during the booking process.

3.1 Policy Categories

3.1.1 Flexible Policy

• Full refund: If cancelled more than 24 hours before booking time
• Partial refund (50%): If cancelled between 12-24 hours before booking time
• No refund: If cancelled less than 12 hours before booking time

3.1.2 Moderate Policy

• Full refund: If cancelled more than 72 hours before booking time
• Partial refund (50%): If cancelled between 24-72 hours before booking time
• No refund: If cancelled less than 24 hours before booking time

3.1.3 Strict Policy

• Full refund: If cancelled more than 7 days before booking time
• Partial refund (50%): If cancelled between 3-7 days before booking time
• No refund: If cancelled less than 3 days before booking time

3.1.4 Non-Refundable

• Some premium or high-demand facilities may offer special rates for non-refundable bookings
• These bookings are clearly marked as "Non-Refundable" during the booking process
• Users agree to forfeit any refund regardless of cancellation timing

3.2 Policy Precedence

The specific cancellation policy applicable to your booking will always be:

• Displayed on the facility listing page
• Shown during the checkout process
• Included in your booking confirmation email
• Viewable in your account under booking details

4. Exceptional Circumstances

4.1 Weather-Related Cancellations

For outdoor facilities:

4.1.1 Facility Owner Cancellation

If the Facility Owner cancels due to severe weather conditions that render the facility unusable or unsafe:

• Users will receive a full refund regardless of the timing
• Or be offered the option to reschedule without additional fees

4.1.2 User Cancellation

If a User cancels due to weather:

• Standard or Custom Cancellation Policies still apply
• However, at the Facility Owner's discretion, they may offer more flexible terms

4.2 Force Majeure

Full refunds will be issued for cancellations resulting from extraordinary circumstances beyond either party's control, including but not limited to:

• Natural disasters (floods, earthquakes, etc.)
• Public health emergencies or government-mandated restrictions
• Civil unrest or terrorist activities
• Sudden facility closure due to safety concerns

PitchnGround reserves the right to request reasonable documentation to verify force majeure claims.

4.3 Medical Emergencies

In cases of medical emergencies that prevent the User from utilizing their booking:

• Users may request a full or partial refund by providing appropriate medical documentation
• Each case will be reviewed individually
• Documentation must be submitted within 7 days of the scheduled booking

5. Modification Policy

5.1 Time/Date Changes

Requests to modify booking time or date are:

• Subject to facility availability
• Governed by the following timeline:
• No fee: Changes requested more than 48 hours before original booking time
• Modification fee may apply: Changes requested between 24-48 hours before original booking time
• Not permitted: Changes requested less than 24 hours before original booking time (standard cancellation policy applies)

5.2 Facility Changes

Changing from one facility to another is treated as:

• A cancellation of the original booking (subject to the applicable cancellation policy)
• A new booking for the different facility

6. Special Booking Types

6.1 Group Bookings

For bookings involving multiple time slots or bulk reservations:

• Custom refund terms may apply as specified during the booking process
• Partial cancellations may be subject to adjusted rates
• Group discounts may be forfeited if the booking is reduced below qualifying thresholds

6.2 Tournament/Event Bookings

Special events and tournament bookings typically have:

• Longer advance booking requirements
• Stricter cancellation policies with extended timeframes
• Custom payment schedules (deposits, installments)
• Specific terms detailed during the booking process

6.3 Long-Term Regular Bookings

For recurring bookings (e.g., weekly sessions for a season):

• Cancellation of individual sessions follows the standard policy
• Cancellation of the entire series may qualify for adjusted refund terms
• Details are specified in the booking confirmation

7. Disputes and Exceptions

7.1 Dispute Process

If you believe you're entitled to a refund that has been declined:

1. Contact our Customer Support team within 14 days of the booking date
2. Provide all relevant information and supporting documentation
3. Allow up to 5 business days for our team to review your case

7.2 Facility Quality Issues

If a facility fails to meet the standards described in its listing:

1. Document the issues with photos where possible
2. Report the problem to both the Facility Owner and PitchnGround within 24 hours
3. Our team will investigate and may issue partial or full refunds based on the severity of the discrepancy

7.3 Discretionary Refunds

PitchnGround reserves the right to:

• Issue refunds at our discretion in situations not explicitly covered by this policy
• Make exceptions to this policy on a case-by-case basis
• Offer PitchnGround credits in lieu of monetary refunds in certain situations

8. Facility Owner Cancellations

8.1 Owner-Initiated Cancellations

If a Facility Owner cancels a confirmed booking:

• Users will receive a full refund regardless of timing
• PitchnGround will assist in finding alternative facilities where possible
• Repeated cancellations by Facility Owners may result in penalties or removal from our platform

8.2 Compensation for Owner Cancellations

In addition to a full refund, Users may receive:

• A credit toward a future booking if the cancellation occurs less than 24 hours before the scheduled time
• Assistance in finding and booking a comparable facility

9. Refund Exclusions

Refunds will not be issued for:

• Partial or unused portions of a booking
• Dissatisfaction with weather conditions (for outdoor facilities) unless the Facility Owner determines the facility is unusable
• Arriving late to a booking (facilities are reserved only for the specified time slot)
• Violations of facility rules or code of conduct
• False or misleading information provided during booking

10. Payment Protection Guarantee

10.1 Coverage

You're eligible for a full refund if:

• You're unable to access the facility despite arriving at the correct location during your booked time
• The facility significantly misrepresented key features or amenities
• The facility is unsafe or unusable for its intended purpose
• You're double-booked with another User for the same facility and time

10.2 Process

To claim our Payment Protection Guarantee:

1. Attempt to contact the Facility Owner through our platform immediately
2. Contact our Support team within 24 hours of the scheduled booking
3. Provide documentation of the issue (photos, messages with Facility Owner)
4. Allow our team to investigate before seeking alternative resolution

11. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective immediately upon posting on our website. We will notify registered Users of significant changes via email.

12. Contact Information

For questions about this Refund Policy or to request a refund, please contact our Customer Support team:

Please include your booking reference number and relevant details when contacting us about refund requests.

This Refund Policy should be read in conjunction with our Terms and Conditions and Privacy Policy.