— Legal
Refund Policy
Two payment paths exist on RacketSync: direct court bookings and matchmaker games. The refund rules differ — here's exactly how each one works.
Who issues your refund: the venue is the merchant of record for every booking and is the party that issues refunds from its connected Stripe account. RacketSync helps initiate eligible refunds on the venue's behalf — automatically where this policy permits, and via the venue's support team where it doesn't.
Last updated: 5 August 2026
— At a glance
Direct court booking
Cancel ≥ 24h before start: full refund.
Inside 24h: non-refundable, except where the club cancels.
Matchmaker game
Game didn't form? Full automatic refund.
Each invited player has their own 12h to accept and pay; the court is only locked once everyone's paid. If the group never fills, every paid player is refunded 100% automatically — court share and the £0.79 booking fee. The fee is only retained when you yourself decline, let your seat expire, or cancel a confirmed seat. Inside 24h you also get a 2-hour post-payment grace and a self-serve seat resale path.
— The detail
Full refund rules
Tap any section to expand the hour-by-hour rules.
Refund problem? Get in touch.
If a refund hasn't arrived after 10 working days, or you think a charge is wrong, email support@racketsync.com with your booking reference. We'll investigate within 2 working days and, where the refund is eligible under this policy, ask the venue's connected Stripe account to issue it. For disputes outside this policy (e.g. service quality), we'll put you in touch with the venue directly, since they are the merchant of record for your booking.
See also our privacy policy.