Cancellation Policy

1. Policy Overview

At XL Arena, we understand that plans can change unexpectedly. This Cancellation Policy outlines the terms and conditions for cancelling your turf bookings, eligibility for refunds, and the process for rescheduling. By making a booking through our platform, you agree to abide by this policy.

We have designed this policy to balance flexibility for our customers with the operational needs of our turf partners who reserve specific time slots for you.

2. Cancellation Timeframes & Refund Eligibility

Refund amounts depend entirely on when you cancel relative to your booking slot. Please refer to the table below:

3. How to Cancel a Booking

Cancelling your booking on XL Arena is quick and easy. Follow these steps:

You will receive a confirmation email/SMS with cancellation details and refund amount (if applicable). Refunds are typically processed within 5-7 business days to your original payment method.

4. Rescheduling Policy

If you cannot make your booked slot but still wish to play on another day, XL Arena offers rescheduling options:

• Free Rescheduling: Available up to 24 hours before your slot, subject to availability at the same turf.
• Rescheduling Fee: Within 24 hours of the slot, a rescheduling fee of ₹200 / $5 applies (or 10% of booking amount, whichever is lower).
• Time Limit: You must reschedule to a date within 30 days of the original booking.
• Price Difference: If the new slot has a higher price, you pay the difference. If lower, XL Arena credits the difference to your wallet.

To reschedule, visit "My Bookings" → Select Booking → "Reschedule".

5. Turf Partner Cancellations (Cancellation by Facility)

On rare occasions, turf partners may need to cancel confirmed bookings due to:

• Unforeseen maintenance or repairs.
• Extreme weather conditions (heavy rain, lightning, excessive heat).
• Power outages or technical failures.
• Emergency situations or government directives.

If a turf partner cancels your booking:

• You will receive 100% full refund including all charges.
• XL Arena will notify you immediately via email, SMS, and app notification.
• You will have the option to book an alternate slot (subject to availability) with a 10% discount coupon for the inconvenience.

6. No-Show Policy

A "no-show" occurs when you fail to arrive at the turf facility within 15 minutes of your scheduled slot start time without prior cancellation. In such cases:

• No refund will be issued.
• The turf partner may release your slot to other players.
• Repeated no-shows (3 or more) may result in account suspension or permanent ban from XL Arena.

7. Partial Group Cancellations

If you booked a turf for a group and some members cancel:

• Partial cancellations are allowed up to 24 hours before the slot.
• Refunds for cancelled participants follow the standard timeline above.
• The remaining participants can still use the slot at the original price (no adjustments).
• If the group size drops below the minimum required for that turf, the booking may be reclassified as a smaller slot (price difference refunded).

8. Emergency & Exceptional Circumstances

XL Arena understands that medical emergencies or unforeseen personal crises occur. In such cases:

• Medical Emergency: With valid medical documentation (doctor's note, hospital admission proof), you may be eligible for a 75% refund even within the 24-hour window.
• Bereavement: In case of immediate family member's death, we offer full rescheduling or 100% refund with proof.
• Travel Disruptions: Flight cancellations, train delays, etc., are reviewed case-by-case with supporting evidence.

To request an exception, email us at support@xlarena.com with your booking ID and supporting documents.

9. Refund Process & Timeline

Once you cancel a booking eligible for a refund:

If you haven't received your refund within the specified timeframe, please contact your bank first, then reach out to us at refunds@xlarena.com.

10. XL Arena Wallet Credits

Instead of a cash refund, you may choose to receive the refund amount as XL Arena Wallet Credits:

• Bonus: Get an additional 10% bonus on the refund amount when opting for wallet credit.
• Validity: Wallet credits are valid for 6 months from the date of issue.
• Usage: Can be used for any future booking on XL Arena.
• Non-transferable: Wallet credits cannot be transferred to another user or withdrawn as cash.

To opt for wallet credit, select "Refund to XL Arena Wallet" during the cancellation process.

11. Peak Season & Special Event Bookings

For bookings made during peak seasons (holidays, tournaments, special events), stricter cancellation terms may apply:

• Peak Season Cancellation: 50% refund if cancelled 7+ days before; 25% if cancelled 3-7 days before; no refund within 72 hours.
• Tournament Bookings: Non-refundable once payment is confirmed (team slots are reserved exclusively).
• Corporate Event Bookings: Cancellation terms are specified in the separate corporate agreement.

Peak season dates are clearly marked on the booking page. Please review carefully before confirming.

12. Dispute Resolution

If you believe a cancellation or refund was handled incorrectly, please contact our support team within 7 days of the booking date. We will investigate and respond within 5 business days.

For unresolved disputes, please refer to the Terms & Conditions for arbitration procedures.

13. Questions About Cancellation?

Our customer support team is available to assist you with any cancellation-related questions: