How to Handle Common Booking Issues: A Quick Guide for Your Club

Common Issues and How to Address Them

Players often reach out to us for assistance through the support chat. However, some issues related to bookings must be managed directly by your club. Here’s a summary of common cases and guidance on how to handle them:

Canceling a Booking

Players sometimes request to cancel a booking outside the allowed cancellation period. As Playtomic cannot override these rules, players need to contact the club directly to handle cancellations. The final decision rests with you.

Canceling a Booking Due to Rain

If players wish to cancel their booking due to rain and are outside the club’s cancellation period, we are unable to intervene. The club should decide whether to cancel the booking. If the booking is canceled, a refund will be processed automatically, typically within 10 days, and will be sent via the original payment method.

Substituting Players in a Public Match

To replace a player in a public match, players should notify your club through the match chat. The club must assess if there is enough time before the match starts (at least 2 hours) to make the change without canceling the match. Public matches should only be managed via Playtomic Manager. If you lack access, request it through the support chat.

Club Closure

If a club is marked as open but is actually closed, it’s essential to manage this proactively. Close the calendar and remove online bookings if the club is closing. For existing bookings, cancel them promptly to enable player refunds. Players contacting us about closed clubs will need to be directed to you for resolution.

Booking Payment Issues

When a player does not pay for a booking, or if the club fails to mark it as paid, the system automatically charges the booking amount to the player and marks it as “paid” after two hours. To avoid confusion, always mark bookings as paid. If you forget and the player has already paid you, you will need to refund them directly, as Playtomic cannot remove such debts, only mark them as paid.

Public Match Payments

Public matches should never be paid for at the club. All payments must be processed through the app. If a payment is made at the club, it will create a debt in the system. The club must issue a refund, as we cannot guarantee payment for these matches.

Leaving a Public Match

When a fourth player joins a public match, it becomes locked, and no player can leave independently. Players must request removal through the match chat so that your club can handle it via Playtomic Manager. Playtomic does not manage these matches directly.

Changing a Booking

Bookings cannot be modified through the app. If a player needs to change the date, time, or court, they must cancel the original booking and make a new one through the app or Playtomic Manager.

Refunding Wallet Credit

Players who request a refund for wallet credit deposited through the app can only be refunded if the credit remains unused. For used credits, refunds must be processed directly by the club. If the wallet purchase was made through Playtomic, the refund will be included in your bi-weekly payout.

Misconduct or Poor Court Conditions

If players report misconduct or poor court conditions, we advise them to contact the club directly. For player misconduct, consider blocking or restricting their access. For court conditions, review and address the issue, and cancel bookings if necessary to process refunds if the courts were unusable.

We hope this clarifies common issues and helps manage player expectations more effectively. For any further questions or concerns, please feel free to reach out through the support chat.

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