Cancellations andrefunds.

The 24-hour rule

Every game has a single cutoff: 24 hours before kickoff, measured against the venue’s local time rather than yours, so the deadline does not move if you travel.

• More than 24 hours before kickoff — you can cancel your place in the app, and what you paid for the place is refunded in full, back to your original payment method within five business days. Your place goes back on offer to other players.
• Inside 24 hours — the cancel action is removed and the app shows you how to reach the venue instead. The venue decides whether to release you from the booking and whether anything is refunded.

This is a deliberate limit on what the app will do by itself, not a penalty. Inside a day of kickoff the venue has committed the pitch and the other players have committed their evening, so a decision that affects both is the venue’s to make.

Who decides a refund

It depends on which side of the cutoff you are on. Cancel more than 24 hours out and the refund is full — your payment sits with us, so returning it is ours to do, and it reaches your original payment method within five business days. Inside 24 hours the venue’s own terms govern the outcome, and a late cancellation does not produce a refund on its own. You are not asked to agree to any of this blind: the payment screen shows the cancellation terms before you commit.

When a venue records a late outcome, it is one of four:

• Full — the whole amount you paid for the place.
• Partial — some of it, where the venue’s terms allow that.
• Credit — a place in another game rather than money back.
• None — the booking stands.

The outcome is recorded against your booking so the game details show what was agreed rather than leaving you to remember it. Your place only frees up for someone else once the venue has recorded the change.

The price you pay is the per-player price for the game. There is no separate Ṣeré fee today; if that changes, this page will say so before checkout does.

Getting hold of the venue

The game screen names the venue and its address; a direct contact route on each game is being added. The venue is who to reach for a late cancellation, an injury, or anything else that needs an exception — it goes to the people who can actually make the decision. If you cannot reach them, Ṣeré support can chase it, but cannot overrule them.

If the game does not go ahead

A game needs at least 4 players. If it never reaches that group, or the venue cancels it, you have not had the thing you paid for, and the full amount is refunded — your payment sits with us, so returning it is ours to do, within the same five business days.

Your statutory rights

The 14-day online cooling-off right does not apply here: the Consumer Contracts Regulations 2013 carve out leisure activities scheduled for a specific date, so the 24-hour rule above is what governs changing your mind. Your statutory rights about services not performed with reasonable care are untouched. Nothing on this page is intended to reduce a right you hold under consumer law, and where the two disagree, your statutory rights win.

If you think a cancellation has been handled wrongly, the complaints route is in section 10 of the terms.