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EvenSide — Cancellation & Refund Policy

Last Updated: 1 June 2026

Effective Date: 1 June 2026

1. Overview

1.1. This Cancellation & Refund Policy explains how cancellations and refunds work when you use the EvenSide platform to join matches and book venue slots.

1.2. This policy forms part of our Terms of Service. By using the Platform, you agree to the terms set out below.

1.3. All payments on the Platform are in British Pounds Sterling (GBP) and processed through Stripe.

1.4. Your statutory rights. Nothing in this policy affects your statutory rights as a consumer. Because a match is a leisure service supplied for a specific date or period, the standard 14-day “cooling-off” cancellation right for distance contracts does not apply to it (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, reg. 28(1)(h)). The cancellation and refund terms below set out how you can cancel and when you are entitled to a refund.

2. How Payments Work

2.1. Payment Authorisation: When you join a match or book a venue slot, your payment method is authorised — a temporary hold is placed on your card for the total amount (Pitch Cost Contribution + EvenSide fee). This is not an immediate charge.

2.2. Payment Capture: When the authorised amount is captured (charged) depends on the match:

• Matches with a minimum-players setting: your payment is captured when the match is confirmed — the first moment, at or after the refund cutoff, that enough players have joined (the match screen shows how many players are needed and the decision time). If the match is not confirmed by its decision time, it is cancelled and every hold is released. If you join a match after it has confirmed, your payment is captured immediately.
• Other cost-shared matches: your payment is captured at the refund cutoff (by default 48 hours before kickoff), or immediately if you join within that window.

For venue slot bookings and EvenSide-hosted Matches, it is captured when the booking is confirmed.

2.3. Payment Components (cost-shared matches):

• Pitch Cost Contribution — your share of the pitch cost; after the match this goes towards reimbursing the organiser, capped at the total pitch cost (the organiser never makes a profit)
• EvenSide fee — our separate charge for providing the Platform, displayed at checkout before you confirm

2.4. Reimbursing the organiser: after the match and once any dispute window has passed, EvenSide transfers the collected Pitch Cost Contributions to the organiser, capped at the total pitch cost. EvenSide takes no margin on the pitch itself.

2.5. Minimum transaction amount: 50 pence (GBP 0.50).

3. Cancelling Your Participation in a Match

3.1. Before the Refund Cutoff

3.1.1. Each match has a refund cutoff time, calculated as the match start time minus a refund window (by default 48 hours; this may vary by venue or match settings). For matches created close to kick-off, the refund cutoff may already have passed at the moment you join — on a match with a minimum-players setting, you can still leave free of charge until the match is confirmed (Section 3.2.1).

3.1.2. If you cancel your participation before the refund cutoff, you will receive a full refund of both the Pitch Cost Contribution and the EvenSide fee.

3.1.3. You can cancel through the match details screen in the App.

3.2. After the Refund Cutoff

3.2.1. Matches with a minimum-players setting: after the refund cutoff but before the match is confirmed, you can still leave at any time — your hold is released in full, including the EvenSide fee, and you are not charged. Once the match is confirmed (and, for other cost-shared matches, once the refund cutoff has passed), standard cancellation with a refund is no longer available. Where the App offers them, you may still leave a cost-shared match before kickoff under the replacement or forfeit options in Section 3A; otherwise no cancellation is possible after that point.

3.2.2. This policy exists to ensure fairness — late cancellations leave other players short and may prevent the match from going ahead.

3.3. Warnings Before Cutoff

3.3.1. The App may send reminders as the refund cutoff or decision time approaches — for example when your payment-confirmation window opens, when a match is close to being confirmed, and again shortly before the cutoff or decision time. Reminders are a courtesy and their exact timing may change.

3.3.2. It is your responsibility to cancel in time if you cannot attend — before the refund cutoff, or on a match with a minimum-players setting before the match is confirmed — whether or not you receive a reminder.

3A. Leaving After the Cutoff — Replacement and Resale

3A.1. After the refund cutoff (for a match with a minimum-players setting, after the match is confirmed) and before kickoff, you can leave a cost-shared match in one of two ways. If your match has a waitlist, your place is offered to the waitlist first — you stay in the match (and stay paid) until someone takes it, and you are then refunded as under “Find a replacement” below. Otherwise:

• Find a replacement — you may offer your place to another player (for private matches, only within that match’s group). The replacement has a short window (around 15 minutes) to confirm and pay. When they pay, you are refunded your Pitch Cost Contribution, less the EvenSide fee and a small refund-processing fee.
• Leave without a replacement — you forfeit your Pitch Cost Contribution. Your place is re-opened to other players, and its price may reduce as kickoff approaches, to help the place get filled.

3A.2. The organiser is always reimbursed up to the pitch cost and never makes a profit. If you leave without a replacement after the match is confirmed (or, where no minimum is set, after the refund cutoff), your forfeited contribution goes towards reimbursing the organiser for your place (never more than one full share per place). If your place is then re-filled, the amount paid by the player who takes it is retained by EvenSide as a disclosed late-departure / re-filling administration fee. These retained amounts are EvenSide fees, never organiser profit, and the total the organiser receives towards the pitch can never exceed the pitch cost.

3A.3. The fees in this section are EvenSide fees for administering your departure and re-filling your place. The amounts are shown to you in the App before you confirm your departure.

3A.4. Minimum resale price (price floor). When your place is re-opened after you leave without a replacement, the price displayed to other players reduces from your share over time but will not fall below 20% of your original Pitch Cost Contribution (subject to a £0.50 minimum chargeable amount; below that the place may be re-offered free of charge to ensure it is filled).

3A.5. Estimate vs. authoritative price. The price of a re-opened place reduces over a window ending at kickoff (by default the window runs from the moment the match is confirmed — or, for matches without a minimum-players setting, from the refund cutoff — to kickoff; the exact schedule may vary) and never falls below the minimum in Section 3A.4. Any price shown in the App before booking is an estimate: the final price charged to the player who takes the place is recomputed by EvenSide at the moment they confirm their booking and may differ slightly from the estimate displayed earlier. EvenSide’s server-side calculation is the authoritative figure.

4. No-Shows

4.1. A no-show occurs when you do not attend a match you have joined and did not cancel in time — before the refund cutoff or, for a match with a minimum-players setting, before the match was confirmed.

4.2. No-show participants will be charged in full (Pitch Cost Contribution + EvenSide fee). No refund will be issued.

4.3. Repeated no-shows may also negatively affect your fairplay score and may result in account sanctions as described in our Community Guidelines.

5. Match Cancellation by Organisers

5.1. Cancellation by Match Admin

5.1.1. A Match Admin may cancel a match at any time before kickoff. Once a match has started it can no longer be cancelled; any issue with a match that has begun is handled through our reporting and dispute process, not by cancellation.

5.1.2. If a match is cancelled by the Match Admin, all participants will receive a full refund of both the Pitch Cost Contribution and the EvenSide fee.

5.2. Cancellation by EvenSide

5.2.1. EvenSide may cancel a match in exceptional circumstances, including but not limited to:

• Safety concerns
• Terms of Service violations
• Venue unavailability confirmed by the Venue Operator
• Technical issues preventing the match from proceeding

5.2.2. If EvenSide cancels a match, all participants will receive a full refund.

5.3. Automatic Cancellation — Matches That Don’t Reach Their Minimum

5.3.1. A match with a minimum-players setting is only confirmed once enough players have joined (Section 2.2). Each such match has a decision time, shown on the match screen from the moment it is created.

5.3.2. If the match has not been confirmed by its decision time, it is automatically cancelled. Nobody is charged: every payment hold is released in full, including the EvenSide fee.

5.3.3. Everyone in the match — including the organiser — is notified when this happens. Because holds are simply released and no money was ever taken, there is nothing to refund (see Section 8.2 on how released holds appear on your statement).

5.3.4. The organiser can also cancel a match with a minimum-players setting free of charge at any time before it is confirmed; all holds are released in full.

6. Participant Removal by Match Admin

6.1. A Match Admin may remove a participant from a match with a stated reason.

6.2. If a participant is removed before the refund cutoff — or, on a match with a minimum-players setting, at any time before the match is confirmed — they are not charged: their payment hold is released in full, including the EvenSide fee (or fully refunded if the payment had already been taken).

6.3. If a participant is removed after the refund cutoff (for a match with a minimum-players setting, after the match is confirmed), whether a refund is issued will depend on the circumstances:

• If removed for no fault of the participant — full refund
• If removed for a Terms of Service or Community Guidelines violation — no refund

6.4. Participants who believe they have been unfairly removed may contact us at [support email] to request a review.

7. Venue Bookings (OpenActive)

7.1. When you book a venue slot through the Platform via OpenActive, the booking involves both EvenSide (as broker) and the Venue Operator (as service provider). See our OpenActive Broker Disclosure for details.

7.2. Cancellation of venue bookings may be subject to the Venue Operator’s own cancellation policy, which may differ from EvenSide’s standard policy.

7.3. Where the Venue Operator permits cancellation:

• EvenSide’s fee will be refunded if the cancellation is made before the refund cutoff
• The venue cost will be refunded in accordance with the Venue Operator’s policy

7.4. Where the Venue Operator does not permit cancellation, the venue cost component will not be refunded, regardless of when the cancellation is made. EvenSide’s fee may still be refunded if cancellation is made before the refund cutoff.

7.5. EvenSide is not responsible for the Venue Operator’s cancellation or refund decisions.

8. Refund Processing

8.1. Refund method: All refunds are issued to the original payment method used for the transaction.

8.2. Refund timeline:

• Released holds (no charge was made): where your payment was only authorised and never taken — for example, you leave a match with a minimum-players setting before it is confirmed, or the match is cancelled before confirmation — the hold is simply released and no charge appears on your statement. Banks can take 7 to 10 business days to remove a released hold from your statement display. This is not a refund — no money ever left your account
• Same-day cancellation: If you cancel on the same day as the payment authorisation, the hold may simply be released (no charge will appear on your statement)
• Standard refund: 5 to 10 business days from the date of cancellation
• Bank processing: Some banks may take additional time to reflect the refund on your statement

8.3. We cannot issue refunds to a different payment method or bank account.

8.4. If you have not received your refund within 10 business days, please contact us at [support email].

9. Payment Disputes

9.1. If you believe you have been incorrectly charged or are entitled to a refund that has not been processed, please contact us at [support email] with:

• Your account email
• The date and amount of the transaction
• A description of the issue

9.2. We will investigate all disputes promptly and aim to resolve them within 14 business days.

9.3. Chargebacks: If you initiate a chargeback (payment dispute) through your bank without first contacting us, and the charge was valid, this may result in:

• A £[25] chargeback handling fee to cover the bank’s chargeback charge and our administration
• A recorded debt on your account for that fee (and any sum reversed in error)
• Suspension of your ability to make new bookings until the matter is resolved
• Additional investigation time

9.4. We strongly encourage you to contact us directly before initiating a chargeback, as we can usually resolve issues faster.

10. Exceptional Circumstances

10.1. In the event of exceptional circumstances beyond our control (force majeure — see our Terms of Service), including but not limited to severe weather, facility closure, or public health emergencies:

• We will make reasonable efforts to notify affected participants as soon as possible
• Full refunds will be issued (within 5 business days) where a match cannot proceed due to force majeure

10.2. Decisions on refunds in exceptional circumstances are made at EvenSide’s reasonable discretion.

11. Summary Table

12. Changes to This Policy

12.1. We may update this policy from time to time. Material changes will be communicated via the App or email.

12.2. The latest version of this policy is always available within the App and at https://www.evenside.gg/terms/cancellation.

13. Contact Us

For questions about cancellations or refunds, please contact us at:

• Email: [support email]
• Website: https://www.evenside.gg

This Cancellation & Refund Policy was last updated on 1 June 2026.