Cancellation and Refund Policy
Effective Date: October 28, 2025
At Urban Turf Arena, we understand that plans can change unexpectedly. This Cancellation and Refund Policy outlines our terms for booking modifications, cancellations, and refunds to ensure fairness for both our customers and facility operations.
Booking Confirmation
All bookings are confirmed only upon receipt of payment. Full slot fees must be paid to secure your reservation. Your booking confirmation will be sent via email and SMS immediately after successful payment processing.
Cancellation Policy
Standard Cancellations (24+ Hours Notice)
Full Refund: Cancellations made 24 hours or more in advance of your scheduled booking time are eligible for a complete refund
No Cancellation Fee: No additional charges apply for standard cancellations
Processing Time: Refunds will be processed within 7-10 business days to your original payment method
Late Cancellations (Less than 24 Hours)
No Refund: Cancellations made less than 24 hours before the scheduled time will result in forfeiture of the full booking amount
Emergency Exceptions: Genuine emergencies (medical emergencies, natural disasters) may be considered for partial refunds at management discretion
Credit Option: In exceptional circumstances, we may offer venue credit for future bookings instead of monetary refunds
Same-Day Cancellations and No-Shows
Full Charge: Same-day cancellations and no-shows will be charged the full booking amount
No Rescheduling: Same-day cancellations cannot be rescheduled without full payment for the new slot
Future Booking Requirements: Repeated no-shows may require prepayment for future bookings
Rescheduling Policy
Free Rescheduling
48-Hour Notice: Bookings can be rescheduled free of charge when requested 48 hours or more in advance
Subject to Availability: Rescheduling is confirmed only upon slot availability for your preferred new time
One-Time Change: Each booking is eligible for one free rescheduling opportunity
Late Rescheduling
24-48 Hour Window: Rescheduling requests made between 24-48 hours before the original booking may incur a 10% administrative fee
Less Than 24 Hours: Rescheduling requests made less than 24 hours in advance are subject to full cancellation charges
Refund Process
How to Request Cancellations/Refunds
Online Cancellation: Use your booking confirmation link to cancel online (recommended)
Phone Cancellation: Call our customer service during business hours
Email Cancellation: Send cancellation request to [your-email@urbanturfarena.com]
Written Confirmation: All cancellations will be confirmed via email with refund details
Refund Timeline
Credit/Debit Cards: 7-10 business days from cancellation date
Digital Wallets: 3-5 business days from cancellation date
Bank Transfers: 10-12 business days from cancellation date
Processing Delays: Actual refund timing may vary based on your bank or payment provider
Special Circumstances
Weather-Related Cancellations
Severe Weather: Bookings cancelled due to severe weather conditions (as determined by venue management) receive full refunds
Light Rain: Normal weather conditions do not qualify for automatic refunds unless the venue is deemed unsafe
Facility-Initiated Cancellations
Maintenance Issues: If we must cancel your booking due to facility maintenance or safety concerns, you will receive a full refund plus a 10% credit for future bookings
Double Booking: In rare cases of system errors causing double bookings, affected customers receive full refunds and priority rebooking
Group Bookings and Tournaments
Large Groups (5+ Hours): Group bookings require 48-hour cancellation notice for any refund consideration
Tournament Bookings: Special tournament packages follow separate cancellation terms as outlined in your tournament agreement
Corporate Bookings: Corporate clients may negotiate custom cancellation terms based on volume commitments
Non-Refundable Items
The following are non-refundable under all circumstances:
Booking convenience fees and processing charges
Equipment rental fees for items already delivered
Catering or additional services that have been prepared
Marketing or promotional booking discounts (may be credited instead)
Customer Rights and Responsibilities
Your Rights
Clear notification of all applicable charges before booking completion
Prompt processing of eligible refunds according to stated timelines
Fair consideration of exceptional circumstances beyond stated policy
Your Responsibilities
Provide accurate contact information for cancellation communications
Notify us immediately of any changes to your booking requirements
Understand and agree to these terms before completing your booking
Contact Information
For all cancellation and refund inquiries:
Customer Service Hours: [Your operating hours]
Phone: [Your phone number]
Email: [Your email address]
Online: Visit www.urbanturfarena.com and use your booking reference
Policy Updates
Urban Turf Arena reserves the right to update this Cancellation and Refund Policy with 30 days’ notice to customers. Updates will be posted on our website and communicated to active booking holders via email.
Important Note: By completing a booking with Urban Turf Arena, you acknowledge that you have read, understood, and agree to abide by this Cancellation and Refund Policy. This policy is designed to balance customer flexibility with operational requirements, ensuring the best experience for all our users.
This policy complies with consumer protection regulations and industry best practices for sports facility bookings. For specific legal questions regarding your booking rights, please consult with appropriate legal counsel.