Refund Policy

Last Updated: October 16, 2025

At PlayZone, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the terms and conditions for refunds on trainer bookings, marketplace purchases, and other services.

1. Trainer Session Refunds

1.1 Cancellation by User

Refunds for trainer bookings depend on when you cancel:

Cancellation Time	Refund Amount	Processing Time
24+ hours before session	100% refund	5-7 business days
12-24 hours before session	50% refund	5-7 business days
Less than 12 hours before	No refund	N/A
No-show (missed session)	No refund	N/A

1.2 Cancellation by Trainer

If a trainer cancels your session:

• Full refund: Automatically issued to your original payment method
• Processing time: 3-5 business days
• Notification: You'll receive a push notification and email
• Rebooking: Option to rebook with the same trainer or find another

1.3 Session Quality Issues

If you're unsatisfied with a completed session:

• Contact support within 24 hours of the session
• Provide details about the issue
• We'll investigate and may offer partial or full refund
• Refunds are evaluated case-by-case

2. Marketplace Refunds

2.1 Return Window

For items purchased through the PlayZone Marketplace:

• Return period: 7 days from delivery
• Condition: Item must be unused and in original packaging
• Process: Initiate return through the app
• Shipping: Return shipping costs depend on reason for return

2.2 Eligible Return Reasons

Reason	Refund	Return Shipping
Item defective or damaged	100%	Free (seller pays)
Wrong item received	100%	Free (seller pays)
Item not as described	100%	Free (seller pays)
Changed mind	100% (minus shipping)	Buyer pays
Wrong size ordered	100% (minus shipping)	Buyer pays

2.3 Non-Returnable Items

The following items cannot be returned:

• Used or worn items (unless defective)
• Items without original tags or packaging
• Digital products or gift cards
• Personalized or custom items
• Protective gear (helmets, mouthguards) that have been worn
• Swimwear and intimate apparel

2.4 Return Process

1. Initiate Return: Go to Order History → Select order → Request Return
2. Provide Details: Select reason and upload photos if applicable
3. Approval: Wait for seller/PlayZone approval (usually within 24 hours)
4. Ship Item: Package securely and ship to provided address
5. Receive Refund: Once seller confirms receipt (3-5 business days)

3. Activity Participation

3.1 Leaving Activities

• Users can leave activities for free before the start time
• No refunds needed as activities are free to join
• Repeated no-shows may result in account restrictions

3.2 Activity Cancellation by Organizer

• Organizers may cancel activities due to weather or insufficient participants
• All participants receive notification
• No charges are applied

4. Payment Processing Fees

4.1 Refund Processing

Important information about refunds:

• Method: Refunds issued to original payment method
• Timeline: 5-10 business days to appear in your account
• Currency: Refunded in original transaction currency
• Processing fees: Non-refundable payment processing fees (typically $0.30 + 2.9%)

4.2 Platform Fees

For trainer cancellations:

• PlayZone's 10% platform fee is fully refunded
• Trainers receive 90% back to their account
• Stripe processing fees are non-refundable

5. Special Circumstances

5.1 Emergency Cancellations

In cases of emergency (medical, family, natural disaster):

• Contact support immediately
• Provide documentation if requested
• We'll work with you on a case-by-case basis
• Full or partial refunds may be granted at our discretion

5.2 Technical Issues

If technical problems prevent service use:

• Report issues to support within 24 hours
• We'll investigate the problem
• Refunds issued if problem is on our end
• Service credits may be offered as alternative

5.3 Trainer No-Show

If a trainer doesn't show up for a session:

• Automatic full refund
• Processing within 24 hours
• Trainer may face penalties or account suspension
• Priority rebooking with another trainer

6. Dispute Resolution

6.1 Marketplace Disputes

If you have a dispute with a seller:

• Step 1: Contact seller directly through chat
• Step 2: If unresolved, escalate to PlayZone support
• Step 3: We'll mediate and make a final decision
• Timeline: Most disputes resolved within 7 days

6.2 Trainer Disputes

For disputes about trainer services:

• Document the issue with photos/videos if possible
• Contact support within 24 hours
• We'll review and may interview both parties
• Decision is final and binding

7. Refund Exceptions

Refunds will NOT be issued in the following cases:

• User no-shows without prior cancellation
• Late cancellations (less than 12 hours for trainers)
• User's failure to follow instructions
• Dissatisfaction without valid reason
• Violation of Terms of Service
• Fraudulent activity or abuse of refund system

8. How to Request a Refund

8.1 In-App Process

1. Go to Profile → Order History or Session History
2. Select the relevant order/booking
3. Tap "Request Refund" or "Cancel Booking"
4. Select reason from dropdown
5. Provide additional details if prompted
6. Submit request
7. Receive confirmation email

8.2 Contact Support

If you can't request through the app:

• Email: refunds@playzone.com
• Support: support@playzone.com
• In-app chat: Profile → Help & Support

Include in your request:

• Order/booking ID
• Date of purchase/booking
• Reason for refund
• Supporting documentation (if applicable)

9. Refund Timeline

Action	Timeline
Request submission	Instant
Review and approval	1-2 business days
Refund processing	2-3 business days
Funds in your account	5-10 business days (varies by bank)

Note: Refunds to debit cards may take longer than credit cards. International transactions may take up to 15 business days.

10. Partial Refunds

Partial refunds may be issued for:

• Damaged items still usable
• Items returned without original packaging
• Late cancellations (50% trainer sessions)
• Multi-session packages (prorated based on unused sessions)
• Items with minor defects disclosed by seller

11. Refund Abuse Policy

To maintain fairness for all users:

• Excessive refund requests may be investigated
• Patterns of abuse may result in account restrictions
• Fraudulent refund claims may result in account termination
• We reserve the right to deny refund requests that violate this policy

12. Changes to Refund Policy

We may update this Refund Policy from time to time. Changes will be communicated through:

• In-app notification
• Email to registered users
• Updated "Last Updated" date

13. Contact Information

For questions about refunds or to request a refund, contact us:

• Refund Team: refunds@playzone.com
• General Support: support@playzone.com
• Phone: 1-800-PLAYZONE (1-800-752-9966)
• Address: PlayZone Inc., [Your Address]
• Hours: Monday-Friday, 9 AM - 6 PM EST

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This Refund Policy is part of our Terms of Service. By using PlayZone, you agree to this policy.