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Refund & Cancellation Policy

Last updated: October 14, 2026

1. Overview

This policy explains how cancellations and refunds work for court bookings, open play sessions, and merchandise reservations made through ZONEPLAY. ZONEPLAY is a marketplace: courts, sessions, and merchandise are provided by independent partner venues, and your payment (less the platform service or convenience fee) is remitted to the venue that provides them. Coaching sessions have their own rules in section 11. Please read this policy carefully before paying. By completing a booking or a reservation you agree to it.

2. Payments are final on the platform

All payments made through ZONEPLAY are final. ZONEPLAY does not process refunds through the platform, and cancelling a booking does not automatically return your payment. The one exception is a coaching session paid in the app (section 11).

3. Refunds are handled directly by the venue

Because the court or session fee belongs to the venue, any refund, credit, or rebooking for a paid booking is at the discretion of, and settled directly with, the venue that provided it. If you need a refund:

  • Contact the venue directly using the contact details on its listing, with your booking reference; or
  • Contact us at zoneplay.support@gmail.com and we will connect you with the venue and assist with communication.

Where a venue agrees to a refund, the venue pays it to you directly (for example, in cash or via e-wallet transfer). ZONEPLAY does not hold or return venue funds on the venue's behalf.

4. Platform service fee

The platform service fee shown at checkout covers payment processing and platform costs and is non-refundable in all cases, including venue-agreed refunds and venue cancellations. The one exception is a coaching session paid in the app that the coach cancels (section 11).

5. Cancellations by a venue

If a venue cancels your confirmed booking or cannot fulfill it (for example, due to maintenance or weather), the venue is responsible for refunding you the court/session fee directly or offering you a replacement slot. Contact us if a venue cancels and does not resolve it with you — repeated failures to honor bookings can result in the venue's removal from the platform.

6. No-shows

If you do not show up for a booking, the booking is forfeited and no refund is owed by the venue or by ZONEPLAY.

7. Merchandise reservations

Some venues list merchandise (for example paddles, balls, or apparel) on their ZONEPLAY page. Reserving an item is not a full purchase. You pay a reservation deposit through the app, and the rest of the item price is paid directly to the venue when you collect the item.

  • The reservation deposit is 50% of the item price, capped at ₱500, whichever is lower.
  • A convenience fee is added to the deposit at checkout and is shown to you before you pay.
  • The remaining balance is never charged through the app. It is settled at the venue on collection, at the amount shown on your reservation.
  • The item price and the balance you owe are fixed at the moment you reserve. If the venue later changes its price, your balance does not change.

The deposit is remitted to the venue and forms part of the price you pay for the item. The convenience fee covers payment processing and platform costs and is non-refundable in all cases.

8. Merchandise deposits are final on the platform

As with bookings, deposits paid through ZONEPLAY are final on the platform and are not refunded by us. Because the deposit belongs to the venue, any refund or credit is at the discretion of, and settled directly with, the venue that listed the item.

If you do not collect a reserved item within the venue's collection period, or you decide not to proceed, the venue may treat the deposit as forfeited. Ask the venue about its collection period before you reserve.

If the venue cannot supply the item you reserved (for example, it is out of stock, damaged, or the venue cancels the reservation), the venue is responsible for returning your deposit to you directly or supplying an agreed replacement. ZONEPLAY does not hold or return venue funds on the venue's behalf. Contact us at zoneplay.support@gmail.com if a venue cancels and does not resolve it with you, and we will assist. Repeated failures to honour reservations can result in the venue's removal from the platform.

9. Incorrect or duplicate charges

If you believe you were charged incorrectly — for example, a duplicate charge or a payment taken without a confirmed booking — contact us at zoneplay.support@gmail.com or +639524875141 with your payment reference. Verified processing errors caused by ZONEPLAY or our payment providers will be corrected, including reversal of the charge where appropriate. If a payment reaches us after your payment window has closed and the slot is no longer available to you, the booking is not confirmed and we refund the full amount, including the service fee. We aim to respond within 1–2 business days.

10. Venue subscriptions

This section applies to venue partners, not to players. The venue console is free to use; a venue subscription (Pro) buys a fixed 30-day period of raised court limits and social sharing. Those payments are charged in advance and are non-refundable and not pro-rated, including where a venue stops using the Service part-way through a period, lets the subscription end, or has its account suspended. Subscriptions do not auto-renew, so a venue is never charged for a period it did not choose to buy. A venue whose subscription ends returns to the free plan rather than losing its account. See our Venue Partner Terms for the full subscription terms. A venue must still honor bookings players already paid for, whatever plan it is on.

11. Coaching sessions

A coaching session is paid in the app, paid to the coach directly, or free, and the rules differ. Coaching sessions paid in the app are the one exception to sections 2 and 4: ZONEPLAY collects that money and refunds it as follows.

  • If the coach cancels a session you paid for in the app, you get a full refund, service fee included.
  • If you cancel 24 hours or more before the session starts, you get the session price back. The service fee is kept.
  • You cannot cancel within 24 hours of the start, and a session you miss is not refunded.
  • If your payment reaches us after your spot was released, or after the session was cancelled, the session is not booked and we refund the full amount, service fee included.
  • You do not need to ask for these refunds: ZONEPLAY sends them to you through our payment provider. Contact us at zoneplay.support@gmail.com if one has not arrived.

Sessions paid to the coach directly, in cash or by a QR code the coach provides, are never refunded through the app, because ZONEPLAY never receives that money. If a coach cancels a session you paid them for directly, the coach returns your money directly. If that does not happen, contact us at zoneplay.support@gmail.com and we will act on the coach profile. No platform service fee applies to coaching sessions paid directly.

12. Statutory rights

Nothing in this policy limits any right you may have under the Consumer Act of the Philippines or other applicable law that cannot be waived by agreement.