Refund & Return Policy

GoPlay is an online booking platform for sports grounds. All bookings are for a specific facility, date, and time slot. Because bookings reserve a physical time slot, our refund policy reflects the time-sensitive nature of these reservations.

If you selected Cash on Arrival as your payment method, no payment is taken through GoPlay. You pay directly at the facility on the day of your booking.

• No refund is applicable as no payment was collected online.
• If you cancel a cash booking, your slot is simply released with no financial impact.
• You can cancel a pending cash booking at any time from your GoPlay dashboard.

If you chose "Pay online", you paid the ground owner directly by bank transfer. If your transfer was confirmed (or your receipt was still under review), the ground refunds you based on when you cancel:

To cancel a booking:

• Log in to your GoPlay account at goplay.lk
• Go to My Bookings
• Find the booking and click Cancel Booking
• The ground owner is notified of the refund (if applicable) automatically

You will receive an email confirmation of your cancellation. If you are unable to cancel through the platform, contact our support team immediately.

• Ground owners send refunds by bank transfer, normally within 3–5 business days
• Refunds go back to the account you paid from — contact the ground if they need your details
• You will get a GoPlay notification when the ground marks the refund as sent
• Depending on your bank, it may take an additional 3–5 days to appear in your account

If a facility owner cancels a confirmed booking, you are entitled to a full refund regardless of how close to the booking date the cancellation occurs. The ground must refund you and GoPlay follows up to make sure it happens.

If you do not show up for a confirmed booking without cancelling in advance, the booking will be marked as completed and no refund will be issued. We encourage all players to cancel as early as possible to free up the slot for other players.

Open match lobbies operate under a separate payment model:

• You pay GoPlay to hold your spot: After joining, you transfer your share to GoPlay's bank account and upload the receipt. Your spot counts once GoPlay confirms the money arrived. GoPlay pays the ground when the lobby fills and the court is booked.
• Lobby doesn't fill: If a lobby expires, or the slot is taken before it fills, GoPlay refunds your transfer in full. Add the bank account to refund to on the lobby page; you'll be notified when it's sent.
• Spot cancellations: Leaving a reserved (unmatched) spot counts as a cancellation strike on your account — the same as cancelling a cash booking — and any refund follows the timing tiers above. At 5 strikes your account is suspended.
• Expiry is not a cancellation: If a lobby expires because it didn't fill in time, this does not count as a strike.
• Post-match cancellations: Once a lobby is matched (court auto-booked), spots are locked. You cannot cancel through the app. Contact GoPlay support directly — refunds are assessed case by case.

If you believe a refund has been incorrectly denied or not received within the stated timeframe, please contact our support team with your booking ID and we will investigate within 3 business days.

For any refund-related queries, reach out to our support team:

• 📧 official.goplay.support@gmail.com
• 🌐 goplay.lk/support