General Policy

At DPS Sports Complex, we strive to provide excellent service to all our customers. This Cancellation & Refund Policy outlines the terms and conditions regarding cancellations and refunds for services booked through our platform.

By making a booking with us, you agree to the terms of this policy. Please read this policy carefully before making any bookings.

Cancellation by Customers

Sports Sessions & Events

• Cancellations made more than 48 hours before the scheduled session/event will receive a full refund minus any applicable payment processing fees.
• Cancellations made between 24-48 hours before the scheduled session/event will receive a 50% refund of the booking amount.
• Cancellations made less than 24 hours before the scheduled session/event are non-refundable.
• No-shows will be charged the full amount and no refund will be provided.

Membership Plans

• Monthly memberships can be cancelled anytime with 30 days notice. No refund will be provided for the current billing cycle.
• Annual memberships can be cancelled within 30 days of purchase for a full refund. After 30 days, cancellations will be prorated based on unused months minus a 15% cancellation fee.
• Special promotional memberships are non-refundable.

Special Events & Tournaments

• Special events and tournaments may have specific cancellation policies that will be clearly stated at the time of booking.
• Generally, these bookings are non-refundable unless the event is cancelled by DPS Sports Complex.

Cancellation by DPS Sports Complex

In the rare event that DPS Sports Complex needs to cancel a session, event, or facility booking:

• Customers will be notified immediately via email and/or SMS.
• A full refund will be processed automatically within 5-7 business days.
• Alternatively, customers may choose to receive a credit voucher for future bookings (valid for 6 months).

Cancellations may occur due to:

• Inclement weather (for outdoor facilities)
• Facility maintenance or repairs
• Insufficient bookings
• Other unforeseen circumstances

Refund Process

Eligibility

Refunds will only be issued according to the terms outlined in this policy. To be eligible for a refund:

• Cancellation must be made through our official channels (website, mobile app, or email).
• The request must be made within the specified time frames.
• The original payment receipt must be provided.

Processing Time

• Refunds will be processed within 7-10 business days from the date of cancellation approval.
• The refund will be issued to the original payment method used for the booking.
• For bank transfers, processing may take additional 2-3 business days depending on your bank.

Deductions

All refunds are subject to:

• Any applicable cancellation fees as per this policy
• Payment gateway/processing fees (typically 2-3% of transaction amount)
• Taxes as applicable by law

Rescheduling Policy

As an alternative to cancellation, you may reschedule your booking subject to availability:

• Rescheduling requests must be made at least 24 hours before the original booking time.
• Only one reschedule is allowed per booking.
• The rescheduled session must occur within 30 days of the original booking date.
• Rescheduling is not available for special events or tournaments.

To reschedule, please contact our customer support at support@dpssportscomplex.com or through your account on our website/mobile app.

Special Circumstances

Medical Emergencies

In case of genuine medical emergencies (supported by valid medical documentation):

• Full refunds may be granted at the discretion of management.
• Requests must be submitted within 7 days of the incident.
• Documentation must be provided within 14 days of the request.

Government Restrictions

If government regulations prevent the use of our facilities:

• All affected bookings will be automatically cancelled.
• Customers may choose between a full refund or credit voucher (valid for 12 months).

Contact Us

For any questions regarding cancellations or refunds, please contact our customer support team:

Email: support@dpssportscomplex.com

Phone: [Insert Customer Support Phone Number]

Hours: Monday-Saturday, 9:00 AM to 6:00 PM (excluding public holidays)

Please include your booking reference number and original payment details in all communications regarding cancellations or refunds.

Policy Changes

DPS Sports Complex reserves the right to modify this Cancellation & Refund Policy at any time. Changes will be effective immediately upon posting on our website. Your continued use of our services after any changes constitutes your acceptance of the new policy.

We recommend reviewing this policy periodically for any updates.