Refunds and Cancellations

Because Bookort takes the payment, Bookort issues the refund. Because the venue provides the court, the venue sets the terms. This page explains how those two facts fit together.

The venue's policy decides the amount

Every venue sets its own cancellation policy: how late you may cancel, and how much comes back at each point. It is shown on the venue's page under Cancellation before you book.

The policy that applies is the one in force when you booked. It is recorded against your booking. A venue that tightens its terms next month has not changed what you agreed to this month.

Where a venue has set no policy of its own, the platform default applies: free cancellation right up to the start.

Bookort issues the refund

Refunds go back to where the money came from:

• Card and online payments are returned to the same card or account.
• QR payments cannot be reversed by the payment provider. The venue will arrange the return with you directly, or issue venue credit.
• Cash taken at the venue was never held by Bookort. The venue returns it, or issues credit.

Card refunds are usually with you within a few working days once issued, though the time it takes to appear is your bank's, not Bookort's.

Venue credit

Where money cannot go back the way it came, a venue may offer credit instead. Credit is held at that venue, can be spent on a future booking there, and expires on terms the venue sets when it is issued. It cannot be moved to another venue and is not exchangeable for cash.

When the venue cancels

If a venue cancels your booking, you get everything back, with no cancellation fee, whatever its policy says about how late you left it. If the venue closes, floods, or otherwise cannot honour a booking, the same applies.

Fees

Where a platform fee was charged to you on top of the venue's price, it is not returned on a cancellation you chose to make: it paid for putting the payment through, and that happened. It is returned when the venue cancels, or when the booking could not go ahead because Bookort failed.

Vouchers

A booking paid for with a voucher is refunded on what was actually paid, not on the price before the discount. Whether the voucher itself becomes usable again depends on the venue's own terms for it.

Disagreements

Ask the venue first — they know what happened on the day and can usually settle it in a message. If that does not resolve it, write to billing@bookort.com with the booking reference and Bookort will look at the record: what was booked, what was paid, which policy applied and what it decided.

Chargebacks

Raising a chargeback with your bank before asking is slower for you and expensive for the venue. Ask first — most disputes come from a misread policy and are settled the same day.