What happens if a player doesn't show up?

Playtomic has a No-Show Policy that applies to Open Matches. If a player fails to attend a match, arrives late or leaves early, and did not cancel their spot at least 24 hours before the start time, they may be reported by the other players.

What counts as a no-show?

A player can be reported as a no-show if they did not cancel their spot at least 24 hours before the match and:

• they don't show up
• they arrive 10 minutes or more late
• they leave the match 10 minutes or more early

The same process described below applies in all three cases.

Note: leaving because of an injury during the match or because of a problem with the court (for example, broken lights) is not a no-show.

How the No-Show Policy works:

• Players can remove themselves up to 24 hours before the match starts. After this time, if they don't show up, arrive 10 minutes or more late or leave 10 minutes or more early, it's considered a no-show.
• Other players can report the no-show by contacting Playtomic’s Customer Care.
• The other players should name the player in the match chat and say what happened. We recommend that the attending players write the name of the no-show player in the Open Match chat. A simple message like “Player X didn't show up” or “Player X left after 30 minutes” is enough. This gives our team the context we need to review the chat and the case together, and to process the no-show and any refund accordingly.
• The absent player will be charged for the refunded shares. A debt is created in their account for the shares Playtomic refunded to the attending players who paid online. The absent player must pay this debt in-app with a card to continue using the app. If no attending player paid online, no debt is created.
• Attending players who paid online will be refunded, except for club wallet credit. This includes payments by card, Apple Pay, Google Pay or a local payment method. We process the refund within up to 10 days of the report being reviewed. Once processed, it can take a further 2–15 business days to appear in your bank, depending on your own bank's processes.
• The match result will be marked as void so it doesn't affect any player's level.

Important notes:

• The no-show should be reported as soon as possible. Playtomic can no longer process a report once:
  • the match result has already been confirmed, with or without a score, or
  • the match took place more than 7 days ago.
• Late arrivals and early departures can also be reported. Playtomic reviews them in the same way as a player who doesn't show up.
• Players who paid with club wallet credit will not receive a refund from Playtomic, even if they paid in the app. Club wallets are managed by each club, so returning the credit is the club's decision. For future matches, pay online with any method except club wallet credit, to make sure you're refunded if someone doesn't show up.
• If a final result has been recorded for the match, the no-show policy cannot be applied.

If you want to report a No-Show or if you have any other questions, you can contact Playtomic's Customer Care through our support chat.

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