Refund & Cancellation Policy

1) What You Are Paying For

xfield helps you discover sports facilities and book real venue time slots. Online payments (for example via Thawani) are for booking a physical sports facility and related booking services — not for in-app digital goods or unlockable features.

Unless the booking screen says otherwise, xfield is an intermediary and the stadium or venue (“Stadium”) provides the facility and time you booked.

2) When You Can Cancel

Where cancellation is enabled in the Service, you may cancel a booking only if both conditions are true:

• You request cancellation within 30 minutes of creating the booking, and
• The booking start time is still at least 1 hour away.

3) When Cancellation / Refund Is Not Available

Cancellation (and any linked refund) may be unavailable if:

• More than 30 minutes have passed since the booking was created.
• The booking starts in less than 1 hour.
• The booking has already started, ended, or been cancelled.
• Payment is still pending or failed, or there is no refundable payment to reverse.
• A Stadium or platform rule shown at checkout says cancellation is closed for that slot.

4) Refunds After a Valid Cancellation

If you cancel within the window above and a successful online payment was collected:

• We attempt to refund the paid amount to the original payment method through our payment provider (Thawani).
• Cash bookings paid at the venue are handled under the Stadium’s on-site rules; xfield does not automatically refund cash paid at the venue.
• Points used for a booking are handled according to the rewards rules shown in the app when you pay with points.
• Bank or card refunds often take several business days to appear, depending on your bank and payment network. xfield does not control bank posting times.

5) Shared Bookings

For shared bookings, each player’s payment is treated separately where the Service supports per-player payment. Cancelling or refunding one share does not always cancel every other player’s share. Follow the prompts in the booking screen for your role (host or participant).

6) Stadium Cancels or Cannot Honor the Slot

If a Stadium cancels, closes, or cannot honor a slot — including maintenance, power, weather, or operations — the Stadium is responsible for the remedy.

xfield may help with communication and processing a refund of online payments where applicable. We do not guarantee a replacement slot.

7) Technical Problems

If a booking or payment fails because of a confirmed technical issue on xfield or our payment provider (for example a successful charge without a confirmed booking), contact support at xfield.app with your booking or payment reference.

We will investigate and, where appropriate, complete the booking, reverse a duplicate charge, or refund the online payment.

8) Fees

Unless the checkout screen or applicable law says otherwise, amounts shown at payment are what you authorize. If a separate platform fee is charged and marked non-refundable at checkout, that fee may be kept even when the venue portion is refunded.

We do not add a separate cancellation penalty beyond the cancellation window described above, unless a Stadium rule shown before you confirm payment says otherwise.

9) How To Request Help

Prefer cancelling from the booking details screen in the app or website when the cancel button is available.

If you cannot cancel in-app but believe you qualify, contact support at xfield.app with the booking time, stadium, and payment reference.

10) Changes

We may update this policy from time to time. The version posted on this page applies to bookings made after the update. See also our Terms of Service.