Refund Policy
When you get money back on BallersHQ, and how quickly it reaches your wallet.
On this page
01How refunds work
This policy explains when you get money back on BallersHQ. It forms part of our Terms of Use.
Refunds go straight to your BallersHQ wallet, where you can use them for your next booking or withdraw them to your bank account.
02Cancelling a booking
If you cancel a confirmed booking yourself, the refund depends on how long before the session you cancel. Refunds apply to the court fee; the platform fee is not refunded when you cancel.
| When you cancel | What you get back |
|---|---|
| 24 hours or more before the session | 100% of the court fee |
| Less than 24 hours before the session | 50% of the court fee |
| After the session has started, or you don't show up | No refund |
03When the arena cancels or declines
- If the arena declines your booking request, you get a full refund, including the platform fee, and we may suggest another slot.
- If the arena doesn't confirm in time and we can't confirm the slot with them, you get a full refund.
- If the arena or BallersHQ cancels a confirmed booking, you get a full refund, including the platform fee.
04Paid game spots
- If you leave a paid game before it starts, you get a refund of what you paid for your spot.
- If you leave after the game starts or don't show up, your spot is not refunded.
- If the host cancels the game, everyone who paid gets a full refund.
05Squad chip-in
- If a group fund doesn't reach its target by the deadline, every contributor is refunded in full.
- If the organiser cancels the fund, or the slot is booked by someone else before the fund completes, every contributor is refunded in full.
- If you pay more than the amount left, the extra is refunded automatically.
- You can withdraw your own contribution while the fund is still open. After the fund completes, you can request a refund, which our team reviews.
06Something went wrong?
If you were charged the wrong amount or twice, the session didn't happen, the arena wasn't ready, or a refund hasn't arrived, raise a dispute from the booking in the app or email us. We keep the payment on hold while we look into it and aim to respond within 48 hours.