Cancellation and refund policy

Cancelling or moving a session

You can cancel or move a booked session in the app or at the club up to four hours before it starts, or six hours for a package issued under the club's earlier terms, and its session returns to the package. A later cancellation, or a session missed, uses the package's session.

A package allows two moves, each within its validity and while a coach and a court are free.

Emergency cancellation

Once per package you can ask for an emergency cancellation of a session, with a reason, before it starts. If the club approves it, the package's session returns.

When the club cancels

If the club cancels a session, its session returns to the package, and the club tells you.

Cancelling an order

An order that is not paid within 48 hours ends by itself, and nothing is charged. You can also ask the club to cancel an unpaid order.

Cancelling a table or robot booking

To change or cancel a booking of a table or the robot, message the club on WhatsApp before it starts. A booking that is not paid when it starts is cancelled by itself, and nothing is charged.

If the club cancels a booking you paid for, it refunds the payment in full.

Refund of a package

You can ask for a full refund of a package within 7 days of its payment, as long as none of its sessions has been booked or used. After that, a package is not refunded.

Payments made in error

If you were charged twice, or charged for an order the club did not confirm, the club refunds the amount in full.

If your card was charged but the bank's answer did not reach the club, the bank reverses the charge and the order stays unpaid, so you can pay it again. While the app says that a payment is being checked with the bank, please do not pay again.

How a refund is paid

A refund goes back the way you paid: to the same card for an online payment, and in cash or by bank transfer for a payment at the club. The club makes a card refund within 7 working days of approving it; your bank may take a few more days to show it.

How to ask

You can reach the club at hellottclubs@gmail.com, or by phone on +968 7714 0506 or +968 7757 0080. Please give your order number.