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01
The short version
You cancel, the venue cancels at your request, or you do not turn up25% of the rental is kept. If you paid in full, the other 75% comes back to you straight away as Doodle Coins. If you paid the 25% deposit, nothing comes back and nothing more is owed: the deposit is the part that is kept. It does not matter how close to the start you cancel.
Weather, a flooded or damaged court, or another problem at the venue stops play, and the cause is verifiedEverything you paid for the rental comes back as Doodle Coins. Nothing is kept.
The venue cancels because it cannot host youEverything you paid for the rental comes back as Doodle Coins, automatically.
The rental is the court price after any discount, including any equipment you booked. The booking fee and the payment processing fee are never refunded. Refunds are always given as Doodle Coins in your wallet, never to a card, bank account or mobile wallet. Doodle Coins never expire. A payment that reaches us too late, or twice, is different: see "Late and double payments" below.
02
Paying in full, or 25% upfront
At checkout you can pay the whole rental now. Where the option is shown, you can instead pay 25% of the rental now and the remaining 75% at the venue, where the venue records it against your booking.
- Whichever you choose, the whole booking fee is paid upfront, together with the processing fee on what you pay by card or online, after any Doodle Coins, where you pay it. Checkout shows every figure, including the processing fee, before you pay.
- Doodle Coins can cover what is due now. They are never spent on the part left for the venue counter.
- A booking stays an online booking after you pay the rest at the venue. It still follows this policy, and the cash you hand over at the counter is the venue's.
Example: a Rs 10,000 rental with a Rs 500 booking fee. Paying in full costs Rs 10,000 + Rs 500 + the processing fee that checkout shows. Paying 25% upfront costs Rs 2,500 + Rs 500 + the processing fee that checkout shows, and Rs 7,500 at the venue.
03
What this policy covers
This policy covers court bookings you pay for online through Bookasan. It works together with our Terms of Service.
- Money you pay at the venue, in cash or at the counter, is held by the venue. That includes the remaining balance of a deposit booking and any booking the venue records for you at its counter. Bookasan never held that money and cannot return it as Doodle Coins, so ask the venue about it. A booking made and paid for entirely at the venue is between you and the venue.
- Tournament entry fees: if you withdraw, the entry fee is not refunded, and the app tells you so before you confirm. You can withdraw yourself only until the draw is made; after that, contact the venue. A venue cannot remove an entry you made and paid for online — only you can withdraw it — and it cannot change the entry fee once anyone has paid. If the venue cancels the tournament, every entry fee paid comes back to you in full as Doodle Coins, automatically, including to each player who paid in a team or flexible-team event. As with a court booking, the booking fee and any payment processing fee are not refunded.
- If you booked on a venue's own website rather than the Bookasan app, there may be no Bookasan account to credit. Contact us and we will sort the refund out by hand.
04
If you cancel, or do not turn up
Open My Bookings, pick the booking and cancel it. Nobody has to approve it, and the app shows your booking's own figures before you confirm. The terms are the same whether you cancel a week ahead or an hour before: there is no early or late rate.
- 25% of the rental is kept. Of that, the venue receives 20% of the rental as compensation for holding the court, and Bookasan keeps 5% as a cancellation commission.
- If you paid in full, you receive the other 75% as Doodle Coins, instantly.
- If you paid the 25% deposit, nothing comes back. The deposit is the 25% that is kept, and the remaining balance that you had not paid is cancelled: you owe nothing more.
- The booking fee and the payment processing fee are not refunded (see below).
- The slot goes back on sale so another player can book it.
The same terms apply when the venue cancels at your request, and when you do not turn up and the venue marks the booking as a no-show. They do not apply when weather or a venue problem stopped play, or when the venue cannot host you: see below.
Example: a Rs 10,000 rental paid in full, with a Rs 500 booking fee and the processing fee shown at checkout. Cancelling keeps Rs 2,500 (Rs 2,000 for the venue, Rs 500 for Bookasan) and returns Rs 7,500 as Doodle Coins. The booking fee and the processing fee are not refunded. The same booking on the 25% deposit: Rs 2,500 is kept, nothing comes back, and the Rs 7,500 balance is never charged.
Once your slot has ended it can no longer be cancelled. If you missed it or it was rained off, open the booking and request a refund instead, up to 24 hours after it ends. After that, contact us and we will look at it, but we cannot promise a refund.
05
Weather, disasters and venue problems
Some reasons are nobody's fault, or are the venue's. When one of them stops play and the cause is verified, everything you actually paid for the rental through Bookasan comes back to you as Doodle Coins, whatever the time. Nothing is kept: the venue receives no compensation and Bookasan takes no commission. You are never refunded money you had not paid, so on a deposit booking that is the 25% deposit.
- Bad weather that makes the game impossible or unsafe: heavy rain, storm, flood, extreme heat or smog.
- A natural disaster or emergency: earthquake, fire, flood, an epidemic, or an official order that closes the venue or the area.
- A facility problem: a flooded or damaged court, a lighting or power failure, a locked venue.
- A venue mistake: a double booking, or nobody there to open the court.
Open the booking and send a refund request, choosing the reason that fits, up to 24 hours after the slot ends. Bookasan takes it to the venue, and either Bookasan or the venue confirms what happened. The amount is not negotiated: it is always what you paid for the rental. If you had already cancelled the booking and the cause is then verified, you receive the difference, so in total you get back everything you paid for the rental.
Claiming a reason that is not true can lead to the request being refused and, if it keeps happening, to your account being suspended. The booking fee and the processing fee are still not refunded.
You write to Bookasan inside the request, and Bookasan talks to the venue for you. You and the venue do not message each other. A request that nobody has replied to for 14 days is closed automatically. If it goes quiet, write to us at contact-us@bookasan.com before then and we will follow it up.
06
If the venue cannot host your booking
If a venue cancels an online booking because it cannot host you (its court is unusable, it is closed, or it double-booked you), you get everything you paid for the rental back as Doodle Coins automatically, whatever the time of day. You do not need to ask. If you asked the venue to cancel for you, the normal terms above apply instead.
07
If the venue moves your booking
A venue may move a booking you paid for online to another court, day or time, for example when a court needs repair. It cannot change the price, the length of the booking or the equipment you booked, and we email you the new details. If the new time does not suit you, you can cancel under the normal terms in this policy, or send a refund request with the reason "Venue issue" if the move was the venue's doing.
08
The processing fee
The processing fee pays the payment provider for moving your money. It works like this:
- It is a percentage of what you pay by card or online. Checkout shows the rate and the amount before you pay. You pay it, unless the venue has chosen to pay it for its players, in which case checkout shows no processing fee for that venue.
- It is worked out after Doodle Coins. It is never charged on the Doodle Coins themselves, and if they cover everything due now there is no processing fee. The booking fee still applies.
- When you add Doodle Coins to your wallet, the processing fee is charged once, at that time. Spending those coins later carries no processing fee.
- The processing fee is not refunded. It has already been paid to the payment provider by the time you cancel.
- A venue's choice to pay the processing fee never changes this policy: it adds no charge for you, takes nothing from what comes back to you as Doodle Coins, and does not change the share of the rental that is kept when you cancel.
09
What is never refunded
Refunds are for the rental only: the court price, including any equipment you booked. These are never refunded:
- The booking fee. It pays for taking and confirming your booking, which has already happened. If a booking could not be honoured through no fault of yours, contact us and we will look at it.
- The payment processing fee (see above).
- Doodle Coins you have added to your wallet, once they are there.
- The part of the rental kept under "If you cancel, or do not turn up" above.
10
How refunds are paid: Doodle Coins
- Refunds are added to your Doodle Coins wallet. One Doodle Coin is worth Rs 1.
- Doodle Coins can be spent on any venue on Bookasan, in full or in part.
- Doodle Coins never expire.
- Doodle Coins cannot be withdrawn as cash, sent to a bank account or mobile wallet, or transferred to another person.
Paying refunds as Doodle Coins is Bookasan's refund policy for online bookings. Doodle Coins reach your wallet at once and work at every venue.
11
Whose wallet the coins go to
- Refund coins go to the Bookasan account that cancels the booking or makes the refund request. That account must be the one the booking belongs to: you must be logged in with the email address the booking was made with, and that email must be verified.
- If the venue cancels, the coins go to the account whose verified email matches the booking.
- A phone number alone never makes a booking yours, even if it matches the number on your profile, because phone numbers are not verified.
- If there is no matching account, for example after booking on a venue's own website as a guest, we arrange the refund by hand. Contact us with your booking number.
- The same money is only ever returned once.
12
Late and double payments
If your payment reaches us after your slot was released, or you pay twice for the same booking, tournament entry or Doodle Coins top-up, the payment is recorded for a refund and is never simply kept. We return the whole amount of that extra payment, with nothing kept, as Doodle Coins to your account, or by hand where we cannot tell which account it belongs to. If you have not heard from us, write to contact-us@bookasan.com with the booking or payment reference and the date and amount you paid.
13
If you disagree with a decision
Reply inside the refund request, or write to contact-us@bookasan.com or call 0314 9220787 with your booking number and what happened. We will look at what the venue reported and what you have told us, and we will tell you the outcome. Where a decision is outside this policy, Bookasan can correct it.
Questions?
We're here to help you understand any of this.