Refund & Cancellation Policy

This policy explains when a Groundify booking can be cancelled, how cancellations are reviewed, and how refunds are processed. It applies to all bookings made through the Groundify mobile application. Sections 1 to 6 cover ground bookings; Section 7 covers tournament entries, which follow different rules.

1. Cancellation window

Once fewer than 4 hours remain before your slot begins, the booking can no longer be cancelled and is not eligible for a refund. This gives the ground owner a fair opportunity to re-sell the slot.

2. How to request a cancellation

• Open the Groundify app and go to Upcoming bookings.
• Open the confirmed booking you wish to cancel and tap Cancel Booking.
• Enter the reason for cancellation and submit the request.
• Your booking status will show “Cancellation request submitted” while it is under review. Only one request can be open per booking.

3. Review process

Every cancellation request is reviewed by the Groundify team. Bookings are not cancelled automatically.

• If approved: the booking is cancelled, the slot is released, and both you and the ground owner are notified in the app. Your refund is then processed as described in Section 4.
• If rejected: your booking remains confirmed and valid. You will receive a notification explaining the reason for rejection.

Requests are normally reviewed within 24 hours.

4. Refunds

• Refunds are issued only for cancellation requests that have been approved by the Groundify team.
• The amount refunded is the amount you actually paid through the app (the advance or full payment). Any balance you were due to pay in cash at the ground was never collected and therefore is not refunded.
• Refunds are processed by the Groundify team to the payment details used for the booking, or to an account you confirm with our support team.
• Refunds are normally completed within 2 working days of the request being approved. Bank or payment provider processing times may add a short additional delay.
• If you have not received your refund within this period, please contact us using the details in Section 9 and we will follow it up immediately.

5. What is not eligible for a refund

• Cancellation requests made less than 4 hours before the booking start time.
• No-shows — where you do not attend and did not cancel in advance.
• Bookings that have already been completed.
• Cancellation requests that were reviewed and rejected.

6. Cancellations by the ground owner or Groundify

If a booking cannot go ahead because the venue becomes unavailable (for example, maintenance, weather, or a venue closure), you will be notified in the app and the full amount you paid through Groundify will be refunded, regardless of the 4-hour rule.

7. Tournament entries

Tournament entry fees follow different rules from ordinary slot bookings, because a tournament is run by the organising ground owner and depends on the other teams taking part.

• A team cannot cancel its own entry in the app, and an entry fee is not refunded because a team withdraws or does not turn up.
• If the organiser moves the tournament to later dates, your entry stays valid and is not refunded — the fee carries over to the new dates. You are notified of the new dates and the organiser's reason. If the new dates do not suit you, contact the organiser or Groundify support and we will review your case.
• If a tournament is cancelled, every team that has paid is refunded the full amount it paid through the app. A cancellation is not automatic: the organiser submits a request with a reason and the Groundify team reviews it, and the tournament is only cancelled once we approve.
• Refunds for a cancelled tournament are processed manually by the Groundify team to the payment details used for the entry. They are normally completed within 2 working days of approval; bank or payment provider processing times may add a short additional delay.
• Once a tournament has started it can no longer be cancelled in the app. If an event that has begun cannot continue, contact us using the details in Section 9 and we will review it individually.
• Where an entry fee is refunded, the 2.6% service charge paid on it is refunded with it.

8. Failed or incomplete payments

If a payment does not complete within the payment window, the booking is not created and the slot is released automatically. No amount is charged, so no refund is required. If an amount was deducted but no booking appears in your app, contact us immediately with your transaction details and we will investigate and refund any amount received.

9. Disputes and contact

For any question about a cancellation or refund, contact us with your booking details:

• Email: igroundify@gmail.com
• Phone: +92 325 4244804 (Usama Rafique) · +92 324 9475254 (Faeez Salman)
• Address: 40 Rehman Homes Sher Ali Road Near Atchison Society Lahore, Pakistan

10. Changes to this policy

We may update this policy from time to time. The “Last updated” date above will change accordingly, and the latest version will always be available at igroundify.com/refund-policy.