Refund & Cancellation Policy

When a user books a session, payment is captured to reserve the selected time slot.

Refund eligibility depends on booking status, session activation, and cancellation timing as described below.

• If a coach does not accept within the acceptance window, the booking is canceled automatically.
• A full refund is issued automatically.

Once a coach accepts a booking:

• the session becomes confirmed
• the reserved time slot is locked
• payment is secured

Confirmed bookings are considered final except where cancellation conditions below apply or where required by law.

At the scheduled session time:

• both the user and coach press “Start”
• a 20-minute confirmation window begins

During the window:

• either party may cancel
• canceled sessions may qualify for refund

If no cancellation occurs within 20 minutes:

• the session is considered accepted and completed
• the transaction becomes final

A refund may be granted if:

• the coach does not accept the booking
• the session is canceled within the confirmation window
• the coach fails to attend
• technical issues prevent session delivery
• duplicate or accidental charges occur

Refunds are generally not issued when:

• the session was successfully completed
• the user did not attend the session
• cancellation occurred after the confirmation window
• the user changed their mind after completion

Contact support and include:

• booking reference
• registered email
• description of the issue

Requests without booking details may be delayed.

• Initial response time: 24–48 business hours
• Investigation time: up to 7 business days

We may review timestamps, status logs, and system records when evaluating requests.

Approved refunds are returned to the original payment method.

Processing time: 5–10 business days depending on the payment provider and bank.

Some refunds may be issued automatically when eligibility conditions are clearly met.

To protect users and coaches, we may:

• deny requests that violate policy
• investigate suspicious activity
• suspend accounts abusing refund systems

Spoot Game is a technology platform connecting users with independent coaches. Coaching services are provided directly by coaches. Refund decisions are based on booking status and platform records.

We may update this policy periodically. Continued use means you accept the updated version.

Email: support@spootgame.com
Response time: 24–48 business hours