Cancellation and refund policy
What happens when you cancel, or when a match, a booking or a class is cancelled. It says the same as clause 5 of the terms and conditions, in more detail.
We don't charge online today
Today MeetAndPlay does not charge online yet: you reserve your spot in the app and pay your share directly at the club. That is why there is no online charge to return today, and any refund of what you paid at the club is handled by the club. The rules on who can cancel and until when apply from today. The refund rules on this page apply to online payments, from the day they are live.
Who can cancel and until when
• Match that is not full yet: you can leave whenever you like before it starts. • Match that is already full: you can leave up to 24 hours before the start. Within 24 hours of the start you can no longer leave on your own, because the other players are already counting on you; what you can do is hand off your spot to someone else. • The person who organised the match can cancel the whole match before it starts. • Classes: you can cancel your spot up to 12 hours before the session. • A club can set a different window for its courts, classes or tournaments. The window that applies is shown to you before you confirm. • The club can also cancel, for example because of rain. And if the match never fills, it is cancelled. • Once the match has started, it can no longer be cancelled.
What is refunded to you
Because you pay at the club today, there is no online charge to return. Once online payment is live: • If the match is cancelled because it did not fill, everything you paid is returned. • If the club cancels, everything you paid is returned. • If you leave a match in time, your share of the court is returned but not the service charge. • If the person who organised the match cancels it once it is full and inside the window, they lose their share. Before you confirm that you are leaving or cancelling, the app shows you how much is returned to you.
How to cancel and how long a refund takes
To cancel, open the match, booking or class in the app and choose to leave or cancel. If you can't get into the app, write to us at dmitrii.selikhov@gmail.com or tell the club desk. What you paid at the club is returned by the club, in the way and time the club tells you. Once online payment is live, refunds go back to the same payment method; how long the money takes to show up in your account depends on your bank or payment method.
Late cancellations and no-shows
MeetAndPlay records late cancellations and no-shows on your reliability profile, because they directly affect the other players. If you believe a record is a mistake, you can ask in the app for it to be reviewed.
Complaints and clarifications
For any question, complaint or clarification about a cancellation or a refund, write to us at dmitrii.selikhov@gmail.com and tell us the email or phone number of your account and which match, booking or class it concerns. If you paid at the club, you can also go directly to the club. If you are a consumer, you can also file a complaint with Mexico's Federal Consumer Protection Agency (Profeco). The company name and address of the business that operates MeetAndPlay will be published in the privacy notice before launch.