1. Scope
This policy explains how cancellations and refunds are handled in connection with the Sportify platform, operated by Sportify Solutions. It should be read with our Terms & Conditions.
Please note who you are dealing with.When you book a ground, buy a ticket or purchase a membership through Sportify, your contract for that service is with the sports facility, not with Sportify. Sportify provides the software and, for online payments, collects the money on the facility’s behalf.
2. Bookings, tickets and memberships (end customers)
2.1 The facility’s policy applies
Each facility sets its own cancellation and refund terms — notice periods, rain-off arrangements, whether an advance is refundable — and is responsible for publishing them and applying them consistently. Ask the facility, or check the terms shown at the time of booking, before you pay.
2.2 How to request a cancellation or refund
Contact the facility directly, using the phone number or address on your booking confirmation. They can cancel the booking and, where their policy allows, arrange a refund. If you cannot reach them, write to us at contact@sportifysolutions.com with your booking reference and we will help you make contact.
2.3 Where a facility cancels
If a facility cancels a confirmed booking — for maintenance, weather, or any other reason — it must offer you an alternative slot or a refund in line with its published policy. Sportify notifies you of the cancellation and records it, but the remedy is the facility’s to provide.
2.4 Timing of any refund
Where a refund is agreed and processed through the original payment method, funds are typically returned within 7 to 10 working days, depending on your bank, card issuer or mobile financial service provider. Where a facility settles a refund in cash at its premises, it is immediate and receipted there.
2.5 Duplicate or failed payments
If you were charged twice for the same booking, or money left your account for a booking that was never confirmed, contact us directly at contact@sportifysolutions.com with the transaction reference. We reconcile every gateway transaction against the bookings in the system, so genuine duplicates and orphaned charges are identifiable and will be returned.
2.6 Chargebacks
You may raise a dispute with your card issuer or payment provider. Where a chargeback is raised, the funds are reversed through the gateway and recorded against the original transaction. We will co-operate with your provider’s investigation and provide the transaction records. Please contact the facility, and then us, before raising a chargeback — it is almost always faster to resolve directly.
3. Sportify fees (facilities)
3.1 Free trial
The 60-day trial is free and requires no payment method. Nothing is charged during it, so there is nothing to refund. If you choose not to continue, simply do not subscribe — see the Trial Terms.
3.2 Platform charges
The platform charge is applied to transactions your organisation actually processes. Where a transaction is refunded or reversed in full, the associated platform charge is reversed with it — you are never left paying commission on money you returned to a customer.
3.3 Subscription fees
Module subscriptions are billed monthly in advance. You may cancel at any time, effective at the end of the current billing month. We do not pro-rate a part month, except where required by law or where the service was materially unavailable through our fault — in which case contact us and we will make it right.
3.4 Billing errors
If you believe an invoice is wrong, tell us within 30 days at contact@sportifysolutions.com. Where we have overcharged, we will correct it by credit note or refund, at your choice.
4. Raising a dispute with us
Write to contact@sportifysolutions.com or WhatsApp +880 1884-462875 with the booking or invoice reference and what you would like resolved. We acknowledge within one business day and aim to resolve within 10 working days, telling you where things stand if it will take longer.
5. Contact
Sportify Solutions
Ka-18, Nasrin Mintu Road, Vatara, Dhaka-1229, Bangladesh
contact@sportifysolutions.com · +880 1884-462875