Refunds & Cancellations

Plain-English summary

• Sessions: cancel before the organiser's cutoff for a full refund. After cutoff, a forfeit % may apply (set by the organiser, shown on the session page).
• Organiser-cancelled sessions: full refund, automatically.
• Waitlist payments that never converted to a confirmed seat: full refund when the session ends.
• Credit packs: full refund within 14 days if no credit has been used; non-refundable after any redemption.
• Featured-placement subscriptions: cancel anytime; you keep your placement until the period end.

1. Session bookings

1.1 The cancellation window

Each session has a cancellation cutoff set by the organising club (commonly 24 hours before start). The exact cutoff is shown on every session page and on your booking confirmation.

• Cancel before the cutoff: full refund of the session fee to the original payment method, usually within 5–10 working days. Platform service fees ($1.50 + GST) are refunded too.
• Cancel after the cutoff but before the late-cancel cutoff(commonly 2 hours before start): the organiser's forfeit percentage (typically 50–100%) is retained; the balance is refunded.
• No-show or late cancel: full forfeit may apply at the organiser's discretion.

1.2 Pay-at-venue bookings

If you booked but selected pay-at-venue, cancelling doesn't affect any payment (since none was taken). However, late cancels may affect your standing with that club.

1.3 If the club cancels the session

Full automatic refund to the original payment method, regardless of when the club cancels.

1.4 If you're on the waitlist and pay upfront

If you paid to hold a waitlist spot and the session ended without you being promoted to a confirmed seat, you're fully refunded automatically at session end.

1.5 If the session goes ahead but you couldn't attend due to circumstances beyond your control

We'll consider exceptional refund requests (e.g. natural disaster, government-mandated closures). Email support@badmintonvillage.co.nz with details — these are decided case-by-case.

2. Credit packs (prepaid wallet)

• Fully refundable within 14 days of purchase, if no credit has been redeemed.
• Non-refundable after any redemption or after 14 days. This is consistent with how prepaid wallets work at other platforms (gift cards, Steam wallet, etc.).
• Credits do not expire, but if your account is closed at your request, any remaining credit is refundable to your original payment method within 30 days of closure (subject to the 14-day-unused rule).

If you purchased a credit pack via Klarna or Afterpay (instalments), your refund flows back through them — they adjust your remaining payments accordingly.

3. Coaching bookings

Coaches set their own cancellation policy, shown on their profile and at checkout. The same general structure applies: cancel before the cutoff for a refund; after cutoff, the coach's forfeit % applies.

4. Membership fees

Annual club memberships paid through the platform are:

• Fully refundable within 14 days of payment if you haven't yet played a session at the club.
• Pro-rated after that, at the club's discretion — contact the club directly.

5. Featured-placement subscriptions (clubs / coaches)

• You can cancel anytime via your Stripe customer portal or by contacting us.
• Your placement stays active until the end of the current billing period (you've already paid for it). It does not auto-renew after cancellation.
• We do not pro-rate partial-month refunds.
• If you cancel during a free trial, the trial remains active until its original end date but does not convert to paid.

6. Club subscription fees (Starter / Growth / Pro / Enterprise)

• Cancel anytime — access remains until the period ends.
• Annual subscriptions are not refundable except in case of a material platform failure that we cannot resolve within 30 days.

7. How refunds are processed

• Card payments: refunded to the original card within 5–10 working days (Stripe's settlement window).
• BNPL (Klarna / Afterpay): refunded via the BNPL provider, who will adjust your instalment plan.
• Wallet-paid bookings: re-credited to your wallet immediately.
• We don't retain credit-card processing fees on system-caused refunds (e.g. waitlist non-promotion).

8. Disputes

If you believe a refund has been wrongly handled, email disputes@badmintonvillage.co.nz. We aim to respond within 5 working days. Under the Consumer Guarantees Act 1993, you retain all rights to seek remedy where a service hasn't been supplied with reasonable care and skill.

Questions? Email legal@badmintonvillage.co.nz or use the contact form.