Refund & Cancellation Policy

Payment on the Platform is peer-to-peer. The participant — usually a team captain — transfers the fee directly to the organiser by bank transfer or UPI, and then uploads proof of that transfer in the app for the organiser to approve or reject. No payment gateway is involved.

The practical consequence: the party who received your money is the party who can return it. Sportsaathi does not collect, hold, or disburse participation fees, and therefore cannot reverse a transfer it never received.

Two situations follow from this, and they are treated differently throughout this Policy:

2.1 If we cancel

Where Sportsaathi cancels a tournament it organised, every participant who paid receives a full refund of the participation fee. No request is needed — we initiate it. This applies whether the cancellation is for operational reasons, insufficient participation, venue failure, or a Force Majeure Event as defined in Section 20 of the Terms of Use.

2.2 If we postpone or change the format

If a tournament is postponed, moved to a materially different venue, or its format changes materially, you may either keep your place at the rescheduled event or request a full refund. You will be told of the change and given a reasonable period to decide.

2.3 If you cancel

Refunds for participant-initiated cancellations are tiered by how far in advance you cancel. The earlier you tell us, the more of your fee is returned, because a place given up at the last minute cannot be filled and the organiser has already committed to the venue and officials.

100% means 100%. Because fees are transferred directly rather than through a payment gateway, there are no processing charges to deduct — nothing is held back from a full refund.

These tiers are the default and apply to every Sportsaathi-organised tournament. A specific tournament may publish terms that are more generous than the table above, in which case the published terms apply; it may not publish terms that are less generous. Where a tournament's own terms are silent, this table governs.

Cancellation windows are measured in calendar time against the published start of the event, using the time your cancellation reaches us.

2.4 If you are removed for a rules breach

Suspension or termination for a violation of the Terms of Use — including fraud, data manipulation, or misconduct at a venue — does not entitle you to a refund. This is stated in Section 9 of the Terms of Use and is repeated here so it is not a surprise.

Where a Registered Organiser created the tournament, your fee went to that organiser and the organiser is responsible for refunding it. Under Section 6A of the Terms of Use, a Registered Organiser must publish complete and truthful tournament information before accepting registrations, communicate any cancellation or postponement promptly, and handle refund requests in accordance with this Policy.

3.1 What Sportsaathi will do

Sportsaathi is not a party to your arrangement with the organiser, but we are not indifferent to it either. If an organiser fails to refund a fee that is plainly owed, we will:

• Contact the organiser on your behalf and put the request to them in writing;
• Use the payment proof and tournament records held on the Platform to establish what was paid and what was promised;
• Apply the enforcement framework in Section 11.4 of the Terms of Use where the organiser is in breach, up to removing their ability to run tournaments and terminating their account;
• Record the outcome, so a pattern of non-payment by an organiser is visible to us.

What we cannot do is pay the refund ourselves out of money we never held. If an organiser refuses, your remedy is against that organiser, and Section 6 below explains how to escalate.

If you transfer a fee twice for the same participation, or transfer to the wrong organiser, the surplus is refundable in full by whoever received it. Raise it as soon as you notice, with the transaction reference, so the transfer can be identified.

A transfer that fails at your own bank never reaches the organiser and so is not a refund matter — take it up with your bank. If an organiser rejects your payment proof, your participation is not confirmed; ask the organiser why before requesting a refund, since a rejected proof is often a legible screenshot away from being approved.

To be clear about the limits, a participation fee is generally not refundable where:

• The match or tournament took place and you chose not to attend;
• You cancelled after the tournament had begun;
• Your account was suspended or terminated for a violation of the Terms of Use;
• The fee was for a match arranged privately between participants, which Sportsaathi neither organised nor recorded a payment for;
• The request is made after the window published for that tournament has closed, unless consumer law provides otherwise.

Use whichever route is easier:

1. In the app: Settings → Help → Refund Request.
2. By email: support@sportsaathi.com, with the subject line "Refund request".

Whichever route you use, include the tournament or match name and date, the amount transferred, the transaction reference, and a one-line reason. Requests without a transaction reference take longer, because the transfer has to be identified before anything can be returned.

What happens next

Seven Business Days is the outer limit, not the target. Because refunds are direct bank or UPI transfers rather than gateway reversals, they usually land the same or the next working day — there is no card network in the middle adding a week.

Refunds are returned by the same route the payment was made, to the account the transfer came from. We do not refund to a different account than the one that paid, because that is how refund fraud works.

You have three escalation routes, in order:

1. Write to the Grievance Officer, Rohit Sharma, at support@sportsaathi.com. Grievances must be raised within thirty (30) calendar days of the event. You will be acknowledged within 72 hours and answered within 30 calendar days.
2. If the answer does not satisfy you, submit a written appeal to the same address within fifteen (15) calendar days. It is reviewed by a senior officer independent of the original decision, and answered within thirty (30) calendar days.
3. If you remain dissatisfied, you may approach the appropriate District, State, or National Consumer Disputes Redressal Commission. You are not required to arbitrate first — Section 16.6 of the Terms of Use preserves that right for consumers acting for personal, non-commercial purposes.

Nothing in this Policy or the Terms of Use takes away any right you have under the Consumer Protection Act, 2019.

Creating an account, building a profile, recording matches, appearing on leaderboards, viewing analytics, and using community features are all free. Sportsaathi does not sell subscriptions, in-app purchases, or digital goods. If that ever changes, this Policy will be updated with at least fourteen (14) days' notice under Section 2.3 of the Terms of Use, and the update will set out the refund terms that apply before any charge is made.

We may update this Policy as the product develops. Material changes — anything that reduces what you can claim or shortens a window — are notified at least fourteen (14) calendar days in advance by in-app notification, email, or SMS. A tournament you have already paid for is governed by the version of this Policy in force when you registered.

Company name

Playtomic Sportsaathi Private Limited

CIN

U93110DL2025PTC448183

Registered office

25/68, Street No. 15, Vishwas Nagar, Shahdara, Delhi – 110032

Refunds and support

support@sportsaathi.com

Phone

+91 8384079027

Grievance Officer

Rohit Sharma

Hours

Monday to Friday, 10:00 AM to 6:00 PM IST (excluding public holidays)