Version 1.0 · Jurisdiction: England and Wales
Platform: Playvera
Operator: Playvera Technologies Limited
This Refund & Cancellation Policy explains how cancellations and refund requests are handled for bookings made through Playvera.
Playvera acts solely as a booking platform and payment facilitator. All activity delivery, session attendance, and final refund decisions remain the responsibility of the activity provider / club, subject to the minimum standards below.
Playvera is the booking platform and intermediary between:
Playvera does not directly deliver activities and therefore does not independently authorise refunds unless required by law or payment provider processes.
Refund decisions are made by the club unless otherwise stated.
Parents and guardians may cancel a booking through the Playvera platform.
A cancellation does not automatically create a refund.
Cancellation simply notifies the club that the child will no longer attend the booked session.
If a parent wishes to request a refund, the request must be made to the activity provider.
The provider remains responsible for approving or declining the refund.
Playvera provides the booking and payment system only.
Playvera requires all clubs using the platform to follow the minimum refund standard below.
Refund requests must be made at least 24 hours before the start time of the session. Requests made less than 24 hours before the session may be declined.
Examples of late requests include:
These will normally fall outside the refund window.
While clubs may set their own policies, Playvera strongly recommends a 48-hour cancellation and refund policy.
This is considered best practice for:
Where a club sets a longer notice period, this must be clearly displayed on their club profile and session listing.
Where a club cancels a session, parents should normally receive:
This remains the responsibility of the club.
Playvera may assist in resolving disputes where necessary.
All payments are processed through Stripe.
Occasionally payments may fail, remain pending, or be delayed. Where this happens, users should contact: finance@playvera.co.uk
We ask users to remain patient while Stripe payment statuses update. Playvera is not liable for temporary third-party payment delays.
Clubs experiencing issues with:
must contact: finance@playvera.co.uk
We will investigate with Stripe as soon as reasonably possible.
Where a parent and club disagree regarding a refund, Playvera may review the booking history and communication logs.
However, the final decision will usually remain with the club unless legal or payment provider rules require otherwise.
This policy is governed by the laws of England and Wales.