FAQ Players Playtomic

Players often write to Playtomic support to ask for help on some issues that arise when booking or signing up for matches through the app, but even if you have booked through Playtomic, there are some cases where clubs have to deal with them.

Below we want to provide a summary of these cases and a brief explanation to remind you how you should proceed:

CANCELING A RESERVATION

The deadline to cancel a reservation, i.e., the reservation cancellation policy, is set by the clubs themselves; some clubs allow cancellation all the time, some with one day's notice, and some do not allow cancellation at all.

Many players ask us to cancel their reservations, in which case, while you are still within the club's cancellation policy, you can do it yourself from the App (by going to My Reservations and clicking on Cancel, where you can also see the cancellation period allowed by the club).

🚨Once reservations fall outside the club's allowed cancellation policy, Playtomic cannot cancel them since we cannot bypass the club's rules, so you will have to get in touch with them directly since it is at their discretion to decide how to proceed.

CANCEL BOOKING (or match) BAD WEATHER

The same applies in case of rain: if you are outside the club's allowed cancellation policy, we cannot intervene in cancelling these reservations, even if it rains. It is up to the clubs to decide whether or not to cancel. In the event of a cancellation we will process a refund in the same form of payment used by the players.

CHANGING ONE PLAYER TO ANOTHER IN A PUBLIC MATCH

When players want to change one player for another in a public match, they must notify the sports center directly. If there is enough time left (2 hours before the match) so that the match is not canceled, it is the Club that removes one player so that another can be added.

In any case, even if there is little time left, it is up to the club to handle this situation.

THE CLUB IS CLOSED

We're sorry to hear this happened. Occasionally, clubs may accidentally leave their schedule open and bookable on Playtomic on days when they are actually closed.

If you arrive and the club is closed, please contact the club directly to cancel your booking and request a refund or reschedule. You can find their contact details in your booking confirmation email or in the Playtomic app.

Please note, Playtomic can’t process refunds for club closures; the club is responsible for handling cancellations and refunds.

VIDEO RECORDING OF A MATCH

If you'd like to get a video recording of your match, this is managed directly by the club, Playtomic does not store or manage match video recordings.

Not every club offers this service. Check with your club to find out if this is available. You can find the club’s contact details in the Playtomic app or in your booking confirmation email.

WHERE TO FIND YOUR COURT ENTRY PIN

Some clubs use an entry PIN so you can access the courts without going to reception. You can find it in two places:

• In the Playtomic app: open your booking and check the reservation details.
• In your booking confirmation email: check the email you received after completing the booking.

I WAS ADDED TO A MATCH WITHOUT MY CONSENT

If you’ve been added to a match you didn’t sign up for, this is most likely an unintentional error made by the club. They may have confused you with another player. What to do next:

1. Contact the club directly and explain that you were added to the match without your consent.
2. Ask them to remove you from the match / booking in their system.

Please note: Playtomic can’t edit or cancel bookings on the club’s side. Only the club can remove you from the match.

DEBT FOR PUBLIC MATCH

Playtomic public matches can never be paid to the club, but are always handled completely by the App, i.e. if you do not have the app , or if any of the players who want to sign up for a match have not downloaded the App, there will be no chance to sign up.

Players who have signed up will have to pay for their place in the match through the App.

If a public match is paid for in the club, it is not paid for by Playtomic and therefore a debt will appear in the App for that match.

The debt that will be created cannot be eliminated, so you will have to pay the fee that results in the app and then get reimbursed by the center.

DELETING FROM A PUBLIC MATCH

If you need to delete yourself from the match, you can do it from the app. If the match has all 4 players, you can cancel your spot until 24 hours before the match starts.

For more info, check this article.

MODIFYING A RESERVATION

A reservation is never editable, meaning that if you made a mistake in the time or date when making the reservation on the App, you cannot go in and edit it. The only solution is to cancel it (if you fall under the club's cancellation policy) or call the club to see if you can move it off their calendar or have them cancel it directly and make the reservation again.

CLUB WALLET REFUND

Sometimes players top up their center wallet balance through the App and for whatever reason ask for a refund. We need to keep in mind that if the balance has already been used, we cannot refund it, but the club can return the money if they see fit.

Another thing to keep in mind is the date on which the top up was made: if it is the previous 15 days and we have already paid it to the club, we cannot make a refund, also if you have not used the balance you will have to contact the club and they will refund it if they see fit.

PLAYER MISBEHAVIOR OR SUBOPTIMAL COURT CONDITIONS

You often chat with us about these issues, but unfortunately we are not responsible for the status of the courts that each club offers through the App (we cannot control every court of every club that cooperates with us, clubs must be responsible for the status of the courts they offer).

And the same goes for players who present misbehavior, we unfortunately have no decision making power and it is the center that must reserve the right to admit and resolve any problems that may arise between you at the court.

Hopefully this reminder will make it a little clearer what we can and cannot handle 😃

Thank you so much!

Playtomic Team