1. Cancellation cutoff
The standard customer cancellation cutoff is 12 hours before the booked start time unless a different cutoff is shown in the booking service. An eligible cancellation releases the court, but a successful payment remains recorded until the club reviews and approves any refund.
2. When a refund may be approved
- Hoops & Racket cancels the session or cannot provide the booked court and a suitable reschedule is not accepted.
- A customer cancels within the cutoff shown by the booking service and the booking otherwise qualifies under this policy.
- A verified duplicate charge, incorrect charge, or service failure requires correction.
- The club approves an exceptional request after reviewing the circumstances and available evidence.
3. Generally non-refundable situations
- Cancellation after the applicable cutoff, failure to attend, or late arrival that shortens the session.
- Removal from the venue for unsafe, unlawful, abusive, or seriously disruptive conduct.
- A change of mind after the cancellation window, including fewer players attending than expected.
- Conditions outside the venue's control that do not prevent the booked court from being provided, subject to applicable law.
4. Rental add-ons
Tell staff before play begins if reserved rental equipment is missing, unavailable, or materially unusable. We may replace the item or approve a refund for the affected rental charge. Used rental items are generally non-refundable unless defective or the service was not provided as promised.
5. Requesting a review
Use the booking account or status page to cancel when that option is available, then email hello@hoopsandracket.phwith the booking or transaction reference, booking email, reason for the request, and any relevant evidence. Do not email card details, CVVs, passwords, or one-time passwords.
6. Review and payment timing
Refunds require manual club approval. If approved, we will initiate the refund through the original payment method where reasonably possible and confirm the amount. The payment provider or financial institution controls when the credit appears. Any estimate we provide is not a guarantee of bank or provider processing time.
7. Consumer rights
This policy does not limit remedies available under applicable Philippine consumer law, including remedies for a service that is not provided as agreed. Questions can be sent to hello@hoopsandracket.ph.