Refund & Cancellation Policy

Last updated: 8 July 2026

This policy explains when you are entitled to a refund for a game booked through the Pitchside Fives App, and how refunds are processed. It forms part of our Terms of Service.

1. If You Cancel Your Own Booking

• More than 24 hours before kick-off: You are eligible for a refund. The refund amount will be your payment amount less the payment processing fee charged by our payment processor, PayFast, since this fee is not returned to us on cancellation.
• 24 hours or less before kick-off: Your payment is not refundable. Your spot will still be released for another player to book, but you will not receive a refund.

We encourage you to cancel as early as possible if you can no longer attend, both to be eligible for a refund and to give your spot to another player.

2. If a Game Is Cancelled By the Organizer or Due to Venue Issues

If the game organizer cancels the game, or the game cannot proceed because the venue becomes unavailable, all confirmed players will receive a full refund of the amount they paid, with no processing fee deduction applied.

3. If a Game Doesn't Reach the Minimum Number of Players

Each game has a minimum player requirement. If a game does not reach this minimum by its scheduled kick-off time, it is automatically cancelled and all confirmed players receive a full refund, with no processing fee deducted.

4. No-Shows

If you fail to show up for a game you booked and did not cancel in advance, you are not entitled to a refund.

5. How Refunds Are Processed

Where possible, refunds are processed automatically through PayFast back to your original payment method. In some cases – for example, where automatic processing is not available for your original payment method, or where additional verification is required – your refund will instead be reviewed and processed manually by our team. Manually processed refunds may take longer to reflect than automatic ones.

You do not need to take any action to receive an eligible refund beyond cancelling your booking (or, in the case of organizer/venue/minimum-player cancellations, no action is required at all – refunds are issued automatically to all confirmed players).

6. Refund Summary Table

Situation	Refund?	Amount
You cancel more than 24 hours before kick-off	Yes	Payment minus processing fee
You cancel 24 hours or less before kick-off	No	–
Organizer cancels the game	Yes	Full amount
Game auto-cancelled (minimum players not reached)	Yes	Full amount
Venue becomes unavailable	Yes	Full amount
You don't show up (no cancellation)	No	–

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