Refund Policy

1. Policy Overview

At XL Arena, customer satisfaction is our priority. This Refund Policy works in conjunction with our Cancellation Policy to clearly outline when and how refunds are issued. By booking through XL Arena, you acknowledge and agree to this Refund Policy.

We process refunds promptly and transparently. Refund eligibility is primarily determined by when you cancel relative to your booking slot and who initiates the cancellation (you or the turf partner).

2. Refund Eligibility Summary

Below is a quick reference for when refunds are issued:

3. Full Refund Scenarios (100%)

You are eligible for a 100% refund in the following situations:

4. Partial Refund Scenarios (50% or Less)

Partial refunds are issued in these cases:

• 50% Refund: Cancellation made between 24-48 hours before the booking slot.
• 25-75% Refund: Medical emergencies or bereavement (reviewed case-by-case with documentation).
• Pro-rated Refund: If you leave early due to facility issues (e.g., lights go out, water shortage) - refund calculated for unused time.

5. Non-Refundable Scenarios (0%)

No refund will be issued in the following situations:

• Cancellation made less than 24 hours before the booking slot.
• No-show (failure to arrive within 15 minutes of slot start time).
• Voluntary departure before the slot ends (unless due to facility issues).
• Disagreement with turf rules (e.g., dress code, footwear policies).
• Booking made for the wrong date/time (user error).
• Account suspension or termination due to policy violation.
• Peak season/special event bookings cancelled within 72 hours (see Cancellation Policy for details).

6. How to Request a Refund

Follow these steps to request a refund for your XL Arena booking:

7. Refund Processing Timeline

Once your refund request is approved, here's when you can expect the money:

8. XL Arena Wallet Credits

XL Arena offers an alternative to cash refunds: Wallet Credits. Here's how it works:

To opt for wallet credits, simply select "Refund to XL Arena Wallet" during the cancellation process. Wallet credits cannot be converted back to cash or transferred to another user.

9. Refund for Group Bookings

If you booked a turf for a group and need a refund:

• Partial Group Refund: If some members cancel, refunds for those individuals follow the standard timeline.
• Full Group Refund: If the entire group cancels, the refund is processed to the original payer's account.
• Split Payments: If multiple people paid separately, refunds go to each respective payment method.
• Team Tournament Bookings: These are non-refundable once confirmed. Please review tournament terms carefully.

10. Disputed Refunds & Chargebacks

If you believe a refund was processed incorrectly, please contact us first before filing a chargeback:

• Email refunds@xlarena.com with your booking ID and issue details.
• Our team will investigate and respond within 3-5 business days.
• If you file a chargeback without contacting us first, it may delay resolution and could result in account suspension.
• Fraudulent chargebacks (e.g., receiving service but claiming refund) will be disputed and may lead to legal action.

11. Exceptional Circumstances

XL Arena understands that life happens. We review exceptional cases individually:

To request an exceptional refund, email support@xlarena.com with:

• Booking ID
• Reason for request
• Supporting documentation (photos, certificates, official notices)

12. Track Your Refund Status

You can track your refund status at any time:

1. Log in to your XL Arena account
2. Go to "My Bookings" → "Refund History"
3. View status: Processing → Approved → Completed
4. Click on any refund for detailed timeline

13. Contact Refund Department

For refund-related inquiries, reach out to our dedicated refund team: