Cancellation & Refund Policy

• Early cancellation (before window, default >1hr): Online → full refund, auto-approved. Cash → slot released, no charge.
• Late cancellation (within window, default ≤1hr): Online → partial refund per venue policy (default 50%) if venue approves. Cash → slot released on approval, no charge.
• Venue rejects booking: Online → full refund. Cash → slot released.
• Venue cancels confirmed booking: Online → full refund. Cash → slot released.
• Booking not approved in 30 min: Online → full automatic refund. Cash → slot released.
• No-show: Online → no refund, payment forfeited. Cash → venue policy applies.

Each venue sets its own cancellation window, which determines whether a cancellation is “early” or “late.” Unless a venue specifies otherwise, the default window is one hour before the slot start time. Early means you cancel before the window; late means you cancel within it. The applicable window and late-cancellation refund percentage are shown to you before you confirm a booking and again when you start a cancellation.

If you cancel before the venue’s cancellation window, the cancellation is approved automatically — no venue action required. Online payments receive a full refund online; cash bookings simply release the slot, as no money was collected. The slot is released for others, and both you and the venue are notified.

If you cancel within the venue’s cancellation window, the cancellation is not automatic — it becomes a request the venue reviews. If the venue approves, online payments receive a partial refund per the venue’s stated policy (default 50%), and cash bookings release the slot with no financial action. If the venue declines, the booking remains confirmed and you must attend or forfeit payment. You’ll see a warning that the late policy applies before confirming, and the venue’s decision is recorded with a timestamp.

A venue must approve your booking within the 30-minute approval window. If it rejects the request before confirmation, online payments are fully refunded, cash bookings involve no charge, and you’re free to book elsewhere.

In rare cases (emergency or facility issue), a venue may cancel an already-confirmed booking. You receive a full refund regardless of timing for online payments; cash bookings simply release the slot. The incident is logged and the venue’s reliability record updated.

If a venue doesn’t approve or reject within the 30-minute window, the booking is cancelled automatically — online payments refunded in full, cash bookings released, both parties notified.

If you have a confirmed booking and don’t attend, it’s treated as completed for payment purposes. For online bookings, no refund is due and payment is forfeited to the venue. For cash bookings, the venue’s own no-show policy applies.

Refunds are issued to your original payment method (JazzCash, Easypaisa, or IBFT) online. Khelgaah absorbs the payment-processing fee — it’s not deducted from your refund. Once initiated, the time to appear in your account depends on the payment provider and your bank or wallet provider, which Khelgaah does not control. Cash bookings have nothing to refund, since no money is collected in advance.

If a promo code was applied, any refund is calculated on the amount actually paid after the discount. Promo codes consumed on a cancelled booking may or may not be reinstated, depending on the promo’s terms and usage limits.

Because Khelgaah is not a party to the payment, disputes about refunds or cancellations are primarily between you and the venue. If you believe a cancellation or refund was handled incorrectly, raise a dispute through the Platform by referencing your booking. We may assist at our discretion but are not obligated to issue refunds ourselves.

We may update this policy from time to time. Material changes will be communicated through the Platform or by email, and the effective date updated. The policy in effect at the time of your booking applies to that booking.