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Refund Policy

LocalRec · Effective date: March 10, 2026 · Contact: support@localrec.ca

This Refund Policy explains when and how LocalRec ("we", "us", or "our") issues refunds for game bookings made through the LocalRec mobile application (the "Platform"). By completing a booking on the Platform, you agree to this Refund Policy.

1. Player-Initiated Cancellations

1.1 Full Refund — Cancelled 24+ Hours Before Kickoff

You are entitled to a full refund of the amount paid if you cancel your booking at least 24 hours before the scheduled kickoff time of the game.

  • Refunds will be returned to the original payment method used at checkout (credit/debit card, Apple Pay, or Google Pay).
  • Processing time is typically 5–10 business days depending on your card issuer or payment provider.
  • The refund covers the full amount charged, including any platform fees included in the displayed price.

1.2 No Refund — Cancelled Less Than 24 Hours Before Kickoff

Cancellations made less than 24 hours before the scheduled kickoff time are not eligible for a refund under any circumstances, including:

  • Personal scheduling conflicts or change of plans
  • Illness or injury (we recommend obtaining personal sports insurance)
  • Transportation issues
  • Any other reason within the player's control

1.3 No Refund — No-Shows

Players who do not attend a game and do not cancel in advance (no-shows) are not eligible for a refund. This policy applies regardless of the reason for non-attendance. Your spot is reserved and held for you, which prevents other players from joining.

2. Bookings for Friends

If you have purchased additional spots for friends through the Book for Friends feature:

  • The same cancellation and refund rules apply to each spot purchased.
  • Refunds for friend spots are returned to the original purchaser's payment method — not to the individual friend.
  • All spots in a group booking must be cancelled at the same time to qualify for a full refund. Partial cancellations of group bookings (e.g., keeping your own spot while cancelling a friend's) are permitted where technically supported, and the applicable spot refund will be processed accordingly.

3. Game Cancellations by LocalRec

We reserve the right to cancel any game for reasons including but not limited to:

  • Insufficient number of players registered to run the game
  • Venue unavailability, closures, or safety concerns
  • Severe weather conditions for outdoor games
  • Technical issues affecting the integrity of the booking
  • Force majeure events beyond our control

In the event we cancel a game, all registered players will receive a full refund automatically. No action is required on your part. You will be notified of the cancellation and refund via the Platform as soon as possible.

3a. Cancelled Occurrences Within a Recurring Session

Some games on the Platform are part of a recurring session — a series of games scheduled across multiple dates (e.g., every Thursday evening). If you are registered for a recurring session and a single occurrence within that series is cancelled by us for any reason:

  • You will receive a LocalRec game credit equal to the per-game amount paid for that cancelled occurrence.
  • The credit can be applied to any future booking on the Platform — within the same recurring session or any other game.
  • Credits do not expire and have no cash value.
  • Cancellation of a single occurrence does not affect the remaining dates in the recurring session. All other scheduled games in the series remain active unless separately cancelled.
  • You will be notified through the Platform as soon as a specific occurrence is cancelled, along with confirmation of the credit applied to your account.

4. Changes to a Game

4.1 Venue or Time Changes

If we are required to change the venue or kickoff time of a game after bookings have been made, we will notify all registered players promptly through the Platform. In such cases:

  • If you are able to attend the updated game, your booking remains valid and no further action is required.
  • If you are unable to attend due to the change, you will receive a LocalRec game credit equal to the full amount paid. Game credits can be applied to any future booking on the Platform and do not expire.
  • Game credits are non-transferable and have no cash value.

4.2 Format or Capacity Changes

Minor adjustments to game format (e.g., player count, pitch size) due to circumstances beyond our control do not automatically entitle players to a refund or credit. We will communicate any significant changes and handle credit requests on a case-by-case basis at our discretion.

5. How to Request a Refund

To request a refund for an eligible cancellation:

  • Cancel your booking directly through the Platform under My Games before the 24-hour cutoff. Eligible refunds for advance cancellations are processed automatically — no separate refund request is needed.
  • For refund requests related to game cancellations by LocalRec, venue changes, or exceptional circumstances, contact us at support@localrec.ca with your booking ID, the game details, and the reason for your request.
  • We will respond to all refund inquiries within 2 business days.

6. Refund Processing

  • Refunds are processed via Stripe and returned to the original payment method only.
  • We are unable to issue refunds to a different card, bank account, or payment method than the one used at checkout.
  • Cash or cheque refunds are not available.
  • Once a refund is initiated by us, processing time is 5–10 business days. This timeline is determined by your card issuer and is outside our control.
  • You will receive a confirmation notification through the Platform when your refund has been initiated.

7. Disputes & Chargebacks

We encourage you to contact us at support@localrec.ca before initiating a chargeback with your bank or card provider. We are committed to resolving refund issues quickly and fairly.

Initiating an unwarranted chargeback for a non-refundable booking may result in suspension or termination of your LocalRec account. We reserve the right to provide booking evidence to your payment provider in the event of a disputed chargeback.

8. Exceptional Circumstances

We understand that genuine emergencies occur. While our policy is firm on the 24-hour rule, we review exceptional circumstances (such as documented medical emergencies) on a case-by-case basis at our sole discretion. To request an exception, contact us at support@localrec.ca as soon as possible with relevant documentation.

We are not obligated to grant exceptions, but we will always treat requests with fairness and empathy.

9. Free Games

Games listed as free of charge on the Platform carry no payment obligation and therefore no refund applies. Players may join or withdraw from free games at any time without financial consequence, subject to the Platform's general Terms of Service.

10. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on the Platform with an updated Effective Date. Continued use of the Platform after changes are posted constitutes your acceptance of the revised policy. We encourage you to review this policy before each booking.

11. Contact Us

For any refund-related questions or requests, please reach out to us:

We aim to respond to all inquiries within 2 business days.

This Refund Policy is effective as of March 10, 2026 and applies to all bookings made on or after that date.