You can cancel a game for free up to 10 hours before kick-off. After that, you will lose credits.
If a game is canceled by FC Urban, your credits will be automatically refunded to your account. This ensures that users are not penalized for cancellations outside their control.
FC Urban distinguishes between cancellations initiated by the platform and those initiated by users. This distinction ensures transparency and fairness in handling credits.
If you're cancelling after the free window, you’ll be charged the credits that were stated on that game for the late cancellation plus an additional 10 penalty credits. However, it’s still important to cancel your spot to help keep the game organised and ensure a great experience for everyone. But also to make sure you won't get the no show penalty.
Credits are not refunded for games canceled by users due to personal reasons, such as sickness. This policy encourages timely cancellations and helps FC Urban manage game schedules effectively.
Imagine playing with fewer people, it's not ideal and we want to do what we can to have a great game. It’s always better for everyone if you cancel in advance!
In any case, you will receive a confirmation email informing you that your game has been cancelled 📩
Why do timely cancellations matter? Cancellations, especially last-minute ones, can be a real struggle for us. We want all games to happen smoothly and be filled with players. If someone cancels an hour before the game, we have to find a replacement quickly—not always an easy task with so many games to manage. Help us help you by cancelling with enough time, so everyone has a better experience.
We understand that plans can change last-minute. However, if last-minute cancellations become a recurring issue, it can be frustrating for the rest of the players. To help keep things fair and organised, we had to add an additional penalty:
If you make a late cancellation, you will lose the credits you used to book the game plus 10 extra credits. To avoid this, make sure to cancel in time. If you fail to cancel and do not show up for the game, you will lose the credits used to book the game plus an additional 20 credits. Refunds are not provided for user-initiated cancellations, reinforcing the importance of adhering to the cancellation window.
If a penalty has already been applied to your account, it cannot be reversed immediately. However, FC Urban offers a review process. If you believe the penalty was applied in error or there were extenuating circumstances, you can request a review. Penalties may be reversed afterward if deemed appropriate.
Thank you for understanding and helping us create the best experience for everyone!