Why the cancellation fee
The main objective of this decision is to reduce the number of match cancellations
At the same time, Playtomic attends to thousands of inquiries from the players about cancellation policies, refunds, etc. Our Customer Support Team is fully dedicated to attend any inquiries related to bookings, and the cancellation procedure is clearly the most relevant topic:
The Cancellation fee will be applied only in specific cases:
The cancellation fee will vary depending on the country and currency.
The fee will be applied only on bookings made by a player, both from the app and from the website.
It will not be applied to open matches, leagues, tournaments, and classes.
It will have a grace period, so if, by mistake, the user booked a court and wants to change the booking, they have a grace period in which the fee is not applied (it will be 1 hour)
The fee will be deducted directly from the refund, so the user will not have to pay anything more. So for example, if the player paid 10 euros + 0.29 as a Playtomic fee, we will take the fee from the basic price (10 euros) and also keep the Playtomic fee.
💡 In a private reservation made with split payment, only the owner of the reservation will be charged the cancellation fee.