Players often write to Playtomic support to ask for help on some issues that arise when booking or signing up for matches through the app, but even if you have booked through Playtomic, there are some cases where clubs have to deal with them.
Below we want to provide a summary of these cases and a brief explanation to remind you how you should proceed:
CANCELING A RESERVATION
The deadline to cancel a reservation, i.e., the reservation cancellation policy, is set by the clubs themselves; some clubs allow cancellation all the time, some with one day's notice, and some do not allow cancellation at all.
Many players ask us to cancel their reservations, in which case, while you are still within the club's cancellation policy, you can do it yourself from the App (by going to My Reservations and clicking on Cancel, where you can also see the cancellation period allowed by the club).
🚨Once reservations fall outside the club's allowed cancellation policy, Playtomic cannot cancel them since we cannot bypass the club's rules, so you will have to get in touch with them directly since it is at their discretion to decide how to proceed.
CANCEL BOOKING (or match) BAD WEATHER
The same applies in case of rain: if you are outside the club's allowed cancellation policy, we cannot intervene in cancelling these reservations, even if it rains. It is up to the clubs to decide whether or not to cancel. In the event of a cancellation we will process a refund in the same form of payment used by the players.
CHANGING ONE PLAYER TO ANOTHER IN A PUBLIC MATCH
When players want to change one player for another in a public match, they must notify the sports center directly. If there is enough time left (2 hours before the match) so that the match is not canceled, it is the Club that removes one player so that another can be added.
In any case, even if there is little time left, it is up to the club to handle this situation.
THE CLUB IS CLOSED
Sometimes the club appears to be open online but is actually closed, so the club appears to be open in the app and is bookable.
We send constant communications to clubs so that they are aware of this and know that they need to stop booking online when they know the center will be closed.
As in previous cases, if this happens to you, you must contact the club to cancel the reservation and get a refund.
DEBT FOR PUBLIC MATCH
Playtomic public matches can never be paid to the club, but are always handled completely by the App, i.e. if you do not have the app , or if any of the players who want to sign up for a match have not downloaded the App, there will be no chance to sign up.
Players who have signed up will have to pay for their place in the match through the App.
If a public match is paid for in the club, it is not paid for by Playtomic and therefore a debt will appear in the App for that match.
The debt that will be created cannot be eliminated, so you will have to pay the fee that results in the app and then get reimbursed by the center.
DELETING FROM A PUBLIC MATCH
As you know, when the 4th player enters a public match, the match is closed and, as a result, if one of the players wants to leave the match, they can no longer do so on their own, but must contact the club directly.
Playtomic under no circumstances can remove players.
MODIFYING A RESERVATION
A reservation is never editable, meaning that if you made a mistake in the time or date when making the reservation on the App, you cannot go in and edit it. The only solution is to cancel it (if you fall under the club's cancellation policy) or call the club to see if you can move it off their calendar or have them cancel it directly and make the reservation again.
CLUB WALLET REFUND
Sometimes players top up their center wallet balance through the App and for whatever reason ask for a refund. We need to keep in mind that if the balance has already been used, we cannot refund it, but the club can return the money if they see fit.
Another thing to keep in mind is the date on which the top up was made: if it is the previous 15 days and we have already paid it to the club, we cannot make a refund, also if you have not used the balance you will have to contact the club and they will refund it if they see fit.
PLAYER MISBEHAVIOR OR SUBOPTIMAL COURT CONDITIONS
You often chat with us about these issues, but unfortunately we are not responsible for the status of the courts that each club offers through the App (we cannot control every court of every club that cooperates with us, clubs must be responsible for the status of the courts they offer).
And the same goes for players who present misbehavior, we unfortunately have no decision making power and it is the center that must reserve the right to admit and resolve any problems that may arise between you at the court.
Hopefully this reminder will make it a little clearer what we can and cannot handle 😃
Thank you so much!
Playtomic Team