Refund & Cancellation Policy

Single-day bookings

A cancellation requested at least 24 hours before the booked start time is eligible for a refund of the facility charge. Requests made less than 24 hours before the start time, and no-shows, are not refundable.

Long-term bookings

A cancellation requested at least 7 days before the plan starts is eligible for a refund of the facility charge. Once a long-term plan has started, its fee is not refundable except when the facility cannot provide the booked service.

Convenience and provider charges

The portal convenience charge and any charge applied separately by a bank or payment provider are not refundable for a customer-requested cancellation.

Facility cancellation

If the complex cancels a confirmed booking and cannot provide a suitable alternative, the amount collected through the portal for that booking will be refunded.

Failed, pending, or duplicate payments

If money is debited but no booking ID is generated, or a booking is charged more than once, contact the complex with the payment reference. After verification, an eligible duplicate or failed-booking debit will be returned to the original payment method.

How to request cancellation

Contact the reception team with the booking ID, customer name, registered phone or email, payment reference, and reason. A request is recorded only after the team confirms receipt.

Refund method and timeline

Approved online refunds are sent to the original payment method. The complex initiates an approved refund within 7 working days. Banks and payment providers may require an additional 5 to 10 working days to credit the amount.

Cash and pay-at-venue bookings

Cash or pay-at-venue transactions are handled directly by the complex and are not processed through the online payment gateway.