---
title: Cancellations and credit refunds
description: When a booking is cancelled in bookaball, whether credits are refunded depends on when the cancellation takes place, the type of booking, how the booking was paid for, and whether the cancellation is made by the player or an admin.
---
[Skip to content](https://knowledge-base.bookaball.com/en/cancellations-and-credit-refunds#main-content)
English
Show submenu for translations
[](https://bookaball.com/)
Open main navigation
Close main navigation
- English
Show submenu for translations
- [Contact us](mailto:info@bookaball.com)
[Contact us](mailto:info@bookaball.com)
How can we help you?
- There are no suggestions because the search field is empty.
1. [bookaball](https://knowledge-base.bookaball.com/en?hsLang=en)
2. [Credits](https://knowledge-base.bookaball.com/en/credits?hsLang=en)
September 15, 2026
# Cancellations and credit refunds
## When a booking is cancelled in bookaball, whether credits are refunded depends on when the cancellation takes place, the type of booking, how the booking was paid for, and whether the cancellation is made by the player or an admin. This article explains the cancellation and refund rules for the different booking types.
### Regular bookings
For regular court bookings, the standard cancellation window is **24 hours before the booking starts**.
### More than 24 hours before the booking
When a player cancels their own booking more than 24 hours before the start time, they receive a **100% refund in credits**.
This also applies when the booking was fully or partially paid with credits.
### Less than 24 hours before the booking
When a player cancels less than 24 hours before the booking starts:
- If the cancelled time slot is **not booked by another player**, no refund is given.
- If the cancelled time slot is **booked by another player**, the player receives a **50% refund**.
If products were included in the booking, refunds for these may be handled separately.
> **Example:** A player cancels a court at 18:00 for a booking starting at 20:00. If nobody else books the released court, they do not receive a refund. If another player books the court, 50% is refunded.
### Bookings cancelled by an admin
When an admin cancels a reservation or order, the refund depends on whether **Refund credits** is selected during the cancellation.
This gives admins control over whether credits should be returned to the player.
Bookings paid with a voucher or deal
If a booking was paid **entirely with a voucher or deal**, no refund is provided when the booking is cancelled.
Different rules may apply when only part of the booking was paid with credits.
Pay on location bookings
The refund behaviour depends on the payment status:
- **Pay on location:** no refund is given when the booking is cancelled.
- **Paid on location:** the standard cancellation rules apply. A player receives 100% when cancelling more than 24 hours beforehand. Within 24 hours, the refund depends on whether the time slot is booked again.
- **No payment required:** no refund is given.
Series bookings
A series consists of multiple reservations connected to one booking.
When a player cancels an individual reservation from a series, the refund depends on the cancellation settings configured for the series.
For eligible cancellations:
- **More than 24 hours beforehand:** 100% refund.
- **Less than 24 hours beforehand:** no refund if the court remains unbooked, or a 50% refund if someone else books the released time slot.
The number of cancellations a player can make can be configured for the series.
When an admin cancels reservations from a series, the refund depends on the **Refund credits** setting.
Training bookings
Training bookings work differently from regular bookings.
When a participant cancels a training reservation themselves, **no refund is given, regardless of when they cancel**.
If the training contains more available weeks than lessons, the cancelled lesson can be moved to the next available time slot. Once the maximum number of permitted cancellations has been reached, no additional time slot is made available.
A **trial lesson** is created for a cancelled training time slot where applicable.
For cancellations made by an admin, the refund depends on the **Refund credits** setting.
Multiple-court bookings
For bookings containing multiple courts, the standard 24-hour cancellation rules apply to reservations cancelled by a player:
- More than 24 hours before the start: **100% refund**.
- Less than 24 hours before the start and the released court is not booked again: **no refund**.
- Less than 24 hours before the start and the released court is booked again: **50% refund**.
When an admin cancels the booking, the refund can be controlled using **Refund credits**.
Trial lessons
Trial lessons follow the standard 24-hour cancellation policy.
When cancelled by the player:
- **More than 24 hours beforehand:** 100% refund.
- **Less than 24 hours beforehand:** no refund if the time slot remains unbooked, or 50% if another player books the released time slot.
Bookings paid entirely with a voucher or deal are not refunded.
Shared and Open Match bookings
For shared private bookings and Open Matches, players can cancel their participation **more than 24 hours before the booking starts** and receive a 100% refund.
Within 24 hours of the start time, players **cannot cancel their participation themselves**.
When an admin cancels a player's participation, the refund depends on the **Refund credits** setting.
If the complete booking is cancelled by an admin, the applicable orders and payments are handled as part of the cancellation.
Events
Events use the **event registration deadline** instead of the standard 24-hour cancellation window.
### Before the registration deadline
When a participant cancels before the configured deadline, they receive a **100% refund in credits** where applicable.
### After the registration deadline
Once the deadline has passed, different refund behaviour applies. Depending on the payment method, cancellation may either be possible without credits being returned or may no longer be possible.
When no credits are returned because the deadline has passed, the player is informed that the event deadline has passed and that credits will not be returned.
### When an admin cancels an event
If an admin cancels the entire event, **all registered participants receive their credits back**.
The same applies when the event is automatically cancelled because the configured **minimum number of sign-ups has not been reached by the registration deadline**.
Good to know
The refund rules can differ depending on the booking type and payment method. In particular, keep the following in mind:
- The standard cancellation window for most bookings is **24 hours**.
- Events use their own configurable **registration deadline**.
- Bookings fully paid with a **voucher or deal are generally not refunded**.
- Admins can use **Refund credits** when cancelling eligible bookings to determine whether credits should be returned.
- Training bookings and shared bookings have different cancellation rules from standard court bookings.
If you are cancelling a booking on behalf of a player, always check the booking type, payment method and **Refund credits** option before confirming the cancellation.
- [Getting started](https://knowledge-base.bookaball.com/en/getting-started?hsLang=en)
- [Occupancy dashboard](https://knowledge-base.bookaball.com/en/occupancy-dashboard?hsLang=en)
- [Credits](https://knowledge-base.bookaball.com/en/credits?hsLang=en)
- [Events](https://knowledge-base.bookaball.com/en/events?hsLang=en)
- [Discounts and segments](https://knowledge-base.bookaball.com/en/discounts-and-segments?hsLang=en)
- [Push notifications and in-app messages](https://knowledge-base.bookaball.com/en/push-notifications-and-in-app-messages?hsLang=en)
- [Bookings](https://knowledge-base.bookaball.com/en/bookings?hsLang=en)
- [Payments](https://knowledge-base.bookaball.com/en/payments?hsLang=en)
- [User section](https://knowledge-base.bookaball.com/en/user-section?hsLang=en)
bookaball
[mailto:info@bookaball.com](mailto:info@bookaball.com)
Copyright © 2026,