Refund and Cancellation Policy

Plans change. If you need to cancel a sports venue booking, the time left before each slot starts determines the standard refund. Different rules apply when a venue cannot provide the booking or a payment goes wrong.

This policy covers bookings paid through Khelcommune. For a payment made directly to a venue outside the platform, contact that venue about its payment record and refund arrangements. Your statutory consumer rights still apply.

Manage my bookings or contact support.

1. How to cancel

Open My Bookings, find the booking, select cancel, and confirm your request. If you cannot access the booking or cancellation fails, contact support with the booking reference and keep a copy of your message.

When several slots were paid for in one order, cancelling that order cancels all its remaining uncancelled slots. Each slot has its own refund calculation. Contact us before cancelling if you only want to change part of the order.

The recorded cancellation time is compared with each slot's start time. If a technical problem stops you cancelling, send us the error and the time you first tried so we can review the applicable refund band.

2. When you cancel because your plans change

More than 24 hours before start time: you typically receive a 100% refund, minus the 3% handling charge. More than 12 hours before start time: you typically receive a 50% refund, minus the 3% handling charge. Less than 12 hours or last minute: no refund is usually provided.

Approved refunds for failed bookings or cancellations are processed within 3-5 working days after approval.

Missing a slot or arriving late does not create a separate refund entitlement. This does not apply where the service was unavailable, deficient, or materially different from the confirmed booking.

3. How the amount is worked out

First, the applicable percentage is applied to the amount recorded for the cancelled slot. A 3% handling charge is then deducted from the refundable portion for eligible customer cancellations. The resulting amount is rounded to two decimal places and cannot be less than zero. Refunds for several slots are added together.

The handling charge covers payment gateway and processing costs for eligible customer cancellations. Ask support for the calculation if a deduction is unclear.

Cancellation deductions remain subject to the Consumer Protection (E-Commerce) Rules, 2020: we cannot charge a customer for unilateral cancellation unless we also bear similar charges when we cancel unilaterally. This schedule does not override that requirement or allow an unfair or disproportionate charge.

4. If the venue cannot provide your booking

If the venue is closed, your confirmed slot is unavailable, or the booked service cannot be provided, contact us for a full refund of the amount paid for the affected booking. The customer cancellation percentages and gateway deductions do not apply to that refund.

You may accept an alternative slot if it suits you. You do not have to accept a replacement or platform credit instead of a refund. If the venue changes your time without your agreement, tell support that the change came from the venue rather than submitting it as a personal cancellation.

For a partially provided or deficient service, explain what was missing so we can review the appropriate refund or other remedy with the venue. The standard cancellation schedule does not take away your rights for a service that was not supplied as agreed.

If weather or a safety issue prevents use of the venue, contact us to establish whether the booking can go ahead. A closure is handled as an unavailable service; a personal change of plans while the service remains available follows the customer cancellation schedule.

5. Duplicate payments and missing confirmations

If you were charged twice for the same booking, send both transaction references. A verified duplicate charge is refunded in full. If money was taken but no booking was confirmed, contact us before paying again so we can check the payment and booking records.

If the payment was received and no booking can be provided, the unmatched payment is refundable in full. If the transaction failed in the banking or payment network, its reversal follows the applicable payment-system rules. These cases are not customer cancellations and do not attract the time-based deductions above.

RBI rules provide separate reversal deadlines and compensation for qualifying failed transactions. The ordinary refund estimates below do not replace those rights. You may also report a failed transaction to your bank or payment app.

6. Refund processing and bank credit

A cancellation confirmation or a pending refund amount means the request has been recorded. It does not mean money has already been sent to your bank. Contact support for confirmation that the refund has been submitted to Cashfree and for the refund reference.

Approved online-payment refunds are returned through the payment provider to the original payment method. We will not require you to take a voucher instead. If the original method cannot receive the refund, support will explain the permitted next step after verifying the payment.

Approved refunds for failed bookings or cancellations are usually processed within 3-5 working days after approval. Weekends and bank holidays can affect working-day counts.

If the refund has not arrived within 5 working days of approval, contact us with the order and refund references. Where available, an ARN or bank reference can help your bank trace the credit.

7. Refund complaints

Send your booking ID, payment reference, booking date, amount, and the issue to the contact details below. If you have already contacted us, include the earlier correspondence. Never send an OTP, password, card security code, or UPI PIN.

Consumer complaints must be acknowledged within 48 hours and resolved within one month of receipt under the applicable e-commerce rules. You retain the right to approach your bank, the National Consumer Helpline, or a competent consumer commission.

Policy revisions apply to future bookings. They do not reduce a refund right attached to a booking already confirmed.

Payment-provider information: Cashfree refund guidance. Independent consumer assistance: National Consumer Helpline or 1915.