The short version
The Service is operated by {{OWNER: registered legal name of the operating company}}, registered in {{OWNER: country / province of registration}} under registration number {{OWNER: company registration number / NTN}} (“we”, “us”, “our”). It is published to the app stores and this website under the name Courtivo, referred to below as “the Service”. “You” means the person using it.
- You cannot cancel a booking. Changing your mind, or being unable to attend, does not produce a refund.
- If the venue cancels, you get your money back.
- If a payment failed, was taken twice, or was taken without a booking being confirmed, you get your money back.
This policy sits alongside our Terms of Service. Where the two describe the same thing, the Terms govern.
You cannot cancel a booking
There is no customer-initiated cancellation, and no refund for one.
Once a booking is paid for it is final. It cannot be cancelled and it cannot be moved to another time, court or sport — by you, by the venue, or by us. If you cannot make your slot, the money is not returned.
We are aware this is stricter than customers often expect, which is why it is stated here and again at the top of the Terms rather than buried. Please be sure of the time before you pay.
A slot you selected but never paid for is a different thing. That is a hold, it lapses on its own, and nothing was charged — so there is nothing to refund.
If the venue cancels
A venue may occasionally have to cancel a confirmed booking — a court is damaged, the venue closes unexpectedly, or a slot was double-committed offline.
Where a venue cancels a booking you have paid for, you are refunded in full, including any service fee. You do not have to ask; the refund is raised against the original payment.
Refunds for a venue cancellation are handled through {{OWNER: who authorises a venue-cancellation refund and within what timeframe}}.
If the facility cannot be used
If you arrive for a booking and the facility is unavailable, unsafe, or materially not what was listed, tell the venue’s staff at the time and raise it with us the same day. Getting it recorded while you are there is what makes it resolvable.
We will look at what the venue records and what you report. {{OWNER: what evidence is required, who decides, and whether a partial refund or a credit is offered instead of a full refund}}
This does not cover a facility that was open and usable but that you did not enjoy. A review is the right route for that.
Payments that failed or never completed
If a payment does not complete, the booking is not confirmed and the slot goes back on the calendar. In most cases nothing is captured from your account at all.
Sometimes a bank holds an amount before the payment finally fails. A hold is not a charge — it is released by your bank, typically within {{OWNER: working days a pre-authorisation hold takes to release, per the gateway}}. If it has not cleared after that, contact us with the date and amount and we will trace it.
If money left your account and you have no confirmed booking to show for it, that is always refundable. Tell us and we will find it.
Being charged twice
If the same booking is paid for more than once — a retry after a timeout, a double tap on a slow connection, a gateway that confirmed twice — the duplicate charge is refunded in full. You keep the booking; you pay for it once.
This is not hypothetical, and you do not need to prove anything unusual to claim it. Send us the booking reference and the two amounts and dates from your bank statement.
What we need from you
- The booking reference from your bookings list.
- The date, time and amount of each charge as your bank shows them.
- The last four digits of the account or card charged.
If you do not turn up
A booking you do not attend is not refunded. The slot was held for you and the venue could not sell it to anybody else.
The same applies if you arrive too late to be checked in before your slot ends. Slots run to their scheduled time.
How a refund is paid, and how long it takes
A refund goes back to the account or instrument that paid. We cannot send it somewhere else, and we do not pay refunds in cash.
A refund moves through three stages: raised, in progress with the payment provider, and settled. You can be told where yours is at any point.
Timing depends on your bank and the payment provider, not on us. Expect {{OWNER: typical settlement window in working days, once the gateway contract is signed}} from the point a refund is raised.
How to raise a refund
Contact us with your booking reference — the details are on the contact page. If your issue is with the venue itself, raising it with their staff at the time as well will usually get it resolved faster.
If you believe a refund has been wrongly refused, say so and it will be looked at again by {{OWNER: who handles a refund escalation, and the response time you commit to}}.