How to cancel an Open Match

Open Matches Cancellation Policy

Players can cancel their spot in a public match up to 24 hours before the match starts.

If there are less than 24 hours before the match, players cannot cancel through the app. In this case, they should contact the club directly, and the club will decide what to do.

If a player needs to replace someone in a public match, and it is less than 24 hours before the start, they have to contact the club.

Automatic Open Match Cancellation

An open match is automatically canceled if it doesn't reach 4 confirmed players and doesn't have a court booked by the time the match is about to start, or if the club runs out of available courts for that time slot before the match fills up.

How the court gets booked

The court isn't guaranteed until the match reaches 4 players. Here's when it gets booked, based on player count:

• 0 or 1 player: The court is never booked.
• 2 players: The court is booked only if more than 12 hours remain before the match start time.
• 3 players: The court is booked only if more than 4 hours remain before the match start time.
• 4 players: The court is booked immediately and the match is confirmed.

The match can stay active without a booked court

If the match doesn't meet the criteria above (for example, 2 players with less than 12 hours to go), it isn't canceled right away. As long as the club still has an available court for that time slot, the match stays open — giving it more time to fill up with players.

When the match gets canceled

The match is automatically canceled in either of these cases:

• No court is left available for that time slot. This can happen if another open match fills up first and books the court, or if someone makes a private reservation — private reservations always take priority over open matches that aren't full or don't have a court assigned yet.
• The match still hasn't reached 4 players about 1 hour before the scheduled start time, even if a court happens to still be available.

If the match is canceled for any of these reasons, players get an automatic refund to their original payment method.

What is Anemone?

"Anemone" is not a person — it's the name of the Playtomic system. "Cancelled by Anemone" means the match was cancelled automatically according to open match rules.

Manual Open Match Cancellation

To cancel a match from the Schedule:

1. Find the match.
2. Click on the match to open it.
3. Click the trash bin icon in the bottom right corner and confirm the cancellation.

To cancel a match from the Matches Section:

1. Go to Matches.
2. Use the filter to find the match by date.
3. Click the three dots next to the match and select Cancel, or open the match and click the trash bin icon.

After canceling, players will be automatically refunded. Please note: once an open match is cancelled, it can’t be restored, so a new one needs to be created.

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