Effective 6 August 2026
When a booking is refunded, when it isn't, how long it takes, and how package credits are treated.
Refunded: the lobby filled up while you were paying; we cancelled your booking; or we cancelled the session.
Not refunded: you changed your mind, didn't turn up, were removed for breaking the rules, or let package credits expire unused.
Refunds go back to the original payment method through PayU. We cannot redirect a refund to a different account.
| Situation | What happens |
|---|---|
| The lobby filled while your payment was in progress | The payment is refunded automatically and you are told what happened. You are never charged for a slot you did not receive. |
| Your team already had a slot in that lobby | The duplicate payment is refunded automatically. |
| The amount paid did not match the lobby price | The payment is refunded and the booking is not created. |
| We cancelled your booking | Refunded to the original payment method when the cancellation is made. |
| We cancelled or could not run the session | Entry fees refunded, or package credits restored. |
We raise the refund with PayU immediately. PayU and your bank then take, typically, 5 to 7 working days for the money to appear — sometimes longer for international cards or if your bank is slow. The delay after we raise it is not something we control.
If it has been more than 10 working days, email support@grindesports.com with your team name and the payment reference from your receipt and we will chase it.
Slots cannot be self-cancelled, because releasing them late leaves a lobby short. If something has gone wrong — a genuine emergency, a scheduling clash we caused, or a mistaken booking — email support@grindesports.com before the first match with your team name and the lobby code. We will look at it. Requests after a session has started cannot be considered.
If you think you have been charged incorrectly, contact us first. Raising a chargeback before contacting us usually takes longer to resolve than emailing us, and accounts with an unresolved chargeback are suspended until it is settled.