Refund & Cancellation Policy
Last updated: July 16, 2026
1. Overview
This policy explains how cancellations and refunds work for court bookings and open play sessions made through ZONEPLAY. ZONEPLAY is a marketplace: courts and sessions are provided by independent partner venues, and your payment (less the platform service fee) is remitted to the venue that provides your booking. Please read this policy carefully before paying — by completing a booking 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.
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.
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. 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 provider will be corrected, including reversal of the charge where appropriate. We aim to respond within 1–2 business days.
8. 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.