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Refund & Return Policy

Last updated: August 2026

Section 1 - Overview

All credit purchases and payments made on Playra are non-refundable as cash once processed. However, certain cancellations are eligible for in-app credit refunds as described below.

Section 2 - Credit Purchases

Credit Top-Ups

  • •Credit top-ups are non-refundable as cash once added to your Playra wallet
  • •Credits have no cash value and cannot be withdrawn as money
  • •Credits can only be used for bookings and features within Playra

Section 3 - Booking Cancellations

Booking Cancellation Policy

One policy applies to all activities, based on how long before your slot you cancel. All refunds are issued as Playra wallet credit — payments are non-refundable to your original method.

2+ hours before → 50%
Cancel at least 2 hours before the slot starts → 50% back as wallet credit
Under 2 hours → 25%
Cancel less than 2 hours before the slot starts → 25% back as wallet credit
Once started → 0%
Once a slot has started it can no longer be cancelled — no refund for that slot. Same for no-shows and confirmed queue matches.

Multi-hour bookings are treated as separate slots. Each slot is judged on its own start time: any slot already started is forfeited, and every upcoming slot is refunded under the same rule above.

Where the rest goes. Your slot is held for you and taken off sale, so the amount not refunded is kept as a cancellation fee, shared between the venue and Playra. Some venues set their own cancellation terms — where they do, the venue's own policy is shown on the venue page and at checkout and takes precedence. If a venue cancels on you, or a technical fault on our side stops you playing, contact us at [email protected] and we will credit you in full.

Important note: Credit refunds are returned to your Playra wallet automatically and can be used for future bookings. Credit refunds cannot be withdrawn as cash.

Section 3B - Queue Matchmaking Bookings

How queue matches are scheduled & charged

  • Queue matches are auto-scheduled to start at least 3 hours after the match is confirmed, at the next available whole-hour slot.
  • Playra only assigns a court and time that is actually available at that slot, preferring venues near the matched players.
  • Each player's share is charged from their Playra wallet only once every player accepts the match.
No cancellations or refunds once confirmed

Once a queue match is confirmed and paid, it cannot be cancelled or refunded by any player — including the room host. Because a queue match reserves a shared court for a group at a fixed time, all shares are final. Please only accept a match you are sure you can attend.

Section 4 - Cash Refund Conditions

When Cash Refunds Apply

Cash refunds to original payment method are ONLY issued for:

  1. Duplicate payment or double charge
  2. Failed transaction where payment was deducted but credits were not received
  3. Confirmed technical error on Playra's side

All other refunds are in-app credits only.

Section 5 - Subscription TermsComing soon

Playra does not currently charge any subscription fees. The terms below will apply once paid subscription plans are introduced in a future update.

Subscription Cancellation

  • •Cancel anytime from account settings
  • •Access continues until end of billing period
  • •No partial refunds for unused days
  • •No future charges after cancellation

Section 6 - How to Request a Refund

Requesting a Refund

  • •Email: [email protected]
  • •Include your account email and transaction ID
  • •Response within 2-3 business days
  • •Cash refunds processed in 5-7 business days
  • •Credit refunds are instant and automatic

Section 7 - Contact

Business: Playra

Location: Wapda Town, Lahore, Pakistan

Email: [email protected]