Refund and Cancellation Policy

1. Overview

This Refund and Cancellation Policy explains how cancellations are handled, when refunds are eligible, how refunds are processed, and how long they typically take to reflect in the user's account.

This policy applies to bookings made on the BookGames website, mobile apps, and partner-assisted bookings, and applies in addition to the Terms and Conditions, Player Terms, Partner Terms, and Lounge Terms.

2. Cancellation by Player

Players may cancel a booking from the BookGames app or website before the start time of the session, subject to the cancellation window shown at checkout.

The default cancellation slabs are: 100% refund if cancelled at least 24 hours before the session start; 50% refund if cancelled between 24 hours and 2 hours before the session start; no refund if cancelled within 2 hours of the session start or after the session start.

Individual venues may set stricter or more lenient cancellation rules, which will be shown clearly at checkout. The policy displayed at the time of booking is the policy that will apply to that booking.

3. No-Show

If a player does not arrive at the venue within the grace period configured for the booking, the booking will be treated as a no-show and is not eligible for a refund unless the venue or BookGames explicitly approves one.

Repeated no-shows may impact the player's trust score and may lead to booking restrictions or account suspension.

4. Cancellation by Venue or BookGames

If the venue cancels a confirmed booking due to closure, resource breakdown, overbooking, safety issue, or other operational issue, BookGames will refund 100% of the amount paid by the player or, where applicable, offer a reschedule option or alternative venue.

If BookGames cancels a booking due to suspected fraud, payment failure, pricing error, compliance issue, or force majeure, a refund of the amount eligible under this policy will be processed.

5. Session Extensions and Partial Use

Session extensions are subject to live availability, venue approval, and additional payment. Refunds are not provided for unused minutes when a player leaves a session early.

If equipment fails or service quality is materially below the booked specification during the session, the player should immediately raise the issue with venue staff and may contact BookGames support for a goodwill review.

6. Refund Method and Timeline

Approved refunds are returned to the original payment method through the payment gateway used for the original transaction.

Typical refund timelines after approval are: UPI within 1 to 3 working days; debit and credit cards within 5 to 7 working days; netbanking within 3 to 5 working days; wallets within 1 to 3 working days. Actual credit dates depend on the payment gateway, the bank, and payment network rules.

BookGames does not control banking timelines once the refund is initiated. For delays beyond the typical window, users should contact their bank with the Refund Reference Number provided in the refund confirmation, and copy support@bookgames.app.

7. Failed Transactions

If the payment is debited from the user's account but the booking is not confirmed due to a network or gateway failure, the amount will normally be auto-reversed by the gateway within 5 to 7 working days.

If the auto-reversal does not occur within 7 working days, the user should write to support@bookgames.app with the transaction reference and date, and BookGames will coordinate with the payment gateway to trace and refund the amount.

8. Chargebacks and Disputes

Users are encouraged to raise refund or service issues with BookGames support before initiating a chargeback with the bank, so the issue can be reviewed quickly under this policy.

BookGames may contest chargebacks that are inconsistent with this policy or that show abuse, and may suspend accounts associated with chargeback fraud or repeated disputed transactions.

9. Promotional Credits and Discounts

Refunds for bookings made using promotional credits, coupons, vouchers, or platform discounts are limited to the net cash amount paid by the user. Promotional credits used on a cancelled booking may be returned as promotional credits, where supported by the promotion's terms.

10. Goods and Services Tax (GST)

Where GST has been charged on a booking, the GST component will be refunded proportionate to the refunded base amount, subject to applicable law and gateway behavior. Tax invoices may be revised or credit notes issued accordingly.

11. Contact for Refunds

For any refund-related question, write to support@bookgames.app with the booking ID, payment reference, and a brief description of the issue.

Office address: Nexo Arena, opposite to SN Roofs, near Old Post Office, North Paravur, Mannam, Ernakulam, Kerala 683520, India.

12. Changes to this Policy

BookGames may update this policy from time to time. The policy applicable to a booking is the policy displayed at the time the booking was confirmed.