Cancellation & Refund Policy

1. Our 100% Escrow Protection Commitment

At Primal Court, we believe athletes should never lose money due to unforeseen venue closures, sudden rainstorms, or valid cancellations. All payments made through the platform are held in secure automated escrow until your booking is successfully completed.

2. Standard User Cancellation Windows

When you book a court, the cancellation window is determined by the venue's published policy (clearly displayed during checkout):

3. Weather & Rain Guarantee for Outdoor Courts

For outdoor football turfs, red clay tennis courts, and open basketball courts:

• Automated Rain Detection: If heavy rainfall or adverse weather is recorded in the venue vicinity 4 hours prior to match start, an automated weather alert is pushed offering a free 1-tap reschedule.
• Mid-Game Weather Interruptions: If play is disrupted due to unplayable court conditions within the first 30 minutes, the venue manager triggers a pro-rata voucher or refund through their Partner app.

4. Co-Payment & Group Split Lobbies

If an open matchmaking lobby fails to recruit the required minimum player count before the deadline (1 hour before match start), the match is automatically cancelled and every participant who paid their individual co-payment share receives an instant 100% refund.

5. Refund Processing Timelines & Methods

• UPI & Razorpay Instant Refund: Refunds to UPI handles (Google Pay, PhonePe, Paytm) typically reflect within 2 to 4 hours (maximum 24 hours depending on the receiving bank).
• Credit / Debit Cards: Processed within 3 to 5 business days as per standard banking settlement cycles.
• Primal Coins Loyalty: Any coins redeemed during checkout are immediately restored to your digital wallet balance.

6. How to Initiate a Cancellation

To cancel a booking: Open the Primal Court app → Navigate to Bookings → Select your active booking ticket → Tap Cancel Booking. The system will compute your eligible refund amount and process it immediately.