Refund and Cancellation Policy

Padli — padel court booking platform Operated by VORTEK INOVATIONS D.O.O. Skopje

Last updated: 22 August 2026

---

1. Scope

This Policy explains when a booking can be cancelled, how much money comes back, what happens to the service fee, and how and when a refund is paid out. It forms an integral part of the General Terms of Use and applies to every booking made through Padli.

Where this Policy uses "we", it means VORTEK INOVATIONS D.O.O. Skopje, the operator of the Padli platform.

2. What you pay for

The total of a booking consists of two separate amounts:

1. the court price, set by the venue, and
2. the service fee, charged by Padli for the use of the Platform, shown separately before you pay.

The two are treated differently on cancellation. Section 6 explains how.

From that total may be deducted a promo code discount, or your credit at that venue, where you use one of them (sections 5.7 and 5.6 of the Terms of Use). The two cannot be combined on the same booking. What remains is what you are actually charged, and it is that amount — not the undiscounted total — that a refund is calculated from.

Both amounts, and the cancellation policy and grace window that govern them, are frozen onto the booking at the moment it is created. A venue that later changes its prices, its service fee or its cancellation policy cannot change the terms of a booking already made.

3. When the money is actually taken

This matters more than anything else in this Policy, because it determines whether there is anything to refund at all.

Every booking is settled after the match — two hours after its scheduled end time. Confirming payment does not take the money at that moment. Depending on how far ahead the match is, it either reserves the amount on your card (a pre-authorisation: frozen, not taken) or simply commits the card, with the reservation placed automatically as the match approaches.

Consequently, a booking cancelled before the match was, as a rule, never charged. There is nothing to refund; any reserved amount is released. Depending on your bank, a released reservation may take several business days to disappear from your statement. That period is determined by the bank, not by us.

Two exceptions, where money does move at once. A share paid from your credit at the venue is taken from that balance immediately, because it is money we already hold — nothing is reserved and nothing is captured later, so a cancellation returns it rather than merely releasing it. And a top-up — the purchase of credit itself — is charged to your card immediately; it is not a booking and is governed by section 5.6 of the Terms of Use, not by this Policy.

A booking the venue collects at its own desk (section 5.8 of the Terms of Use) involves no payment through Padli at all: nothing is reserved, nothing is charged, and no service fee is due. Cancelling such a booking is a matter between you and the venue, under the venue's own rules.

4. The venue's cancellation policy

Each venue sets its own cancellation policy as a ladder of deadlines:

cancel at least N hours before the start → receive P% of the amount collected

A court may have its own policy that overrides its venue's. Every policy ends with a floor — the percentage that applies once every earlier deadline has passed.

The policy that applies to your booking is shown to you before you confirm it, and again before you confirm a cancellation, together with the exact amount you will get back. Please read it: policies differ from venue to venue.

A booking cancelled after the match has started falls under the floor of the policy — as a rule, no refund.

Where nothing has been taken yet, the ladder decides what is charged rather than what is returned. Because a booking is settled only after the match (section 3), a cancellation beforehand usually meets money that was reserved or committed rather than collected. The non-refundable percentage is then taken from the card you committed: out of the reservation where one exists — the remainder of it being released — or as a charge to that card where nothing was frozen. The amount is shown to you before you confirm the cancellation, and where it cannot be charged it is recorded as an outstanding balance (section 11).

5. The grace window — a booking made by mistake

Independently of the ladder above, a booking cancelled shortly after it was made is fully refunded. Venues set the length of this window; the standard is 60 minutes from the moment of booking, and a venue may lengthen it, shorten it or switch it off.

The grace window is measured from when the booking was created, not from the start of the match, so it protects you if you book the wrong slot and notice immediately. It does not apply to a booking whose match is already imminent.

Like everything else, the grace window is frozen onto your booking when you make it: a venue that later shortens it cannot take away the window you were given.

6. What happens to the service fee

• Cancellation inside the grace window — the service fee is refunded together with the court price. The booking is treated as undone.
• Any other cancellation — the service fee is not refunded, even where the venue's policy grants a 100% refund of the court price. The service fee pays for the use of the Platform, which has already taken place.

No service fee is charged at all on a booking the venue collects at its own desk, so there is none to refund.

This distinction is deliberate and is stated here so that it is never a surprise.

7. Cancelling a shared booking, and leaving a seat

• The organiser may cancel the whole booking. The cancellation is assessed against the policy and the grace window as described above, and every participant is notified.
• A participant may leave their seat for as long as a refund is still available under the policy of that booking. Once that window has passed, the seat is fixed and its share falls due; the match roster is frozen from the moment the match starts.
• A seat that is left becomes free and may be filled by someone else. If it stays empty, it is settled to the organiser under section 6.4 of the Terms of Use.

Where you cannot play, please free the seat as early as you can. It is the difference between a slot that someone else can take and a court that stands empty.

8. Cancellation by the venue or by Padli

Where a venue cancels a booking — a technical failure, weather, maintenance, a closure, or any other reason on its side — you receive the full amount back, including the service fee, regardless of how close to the start the cancellation happens.

The same applies where Padli cancels a booking for a reason attributable to us.

Where a booking is cancelled because your account is closed, or because of a breach of the Terms of Use, the venue's ordinary policy applies.

9. No-shows and arriving late

• Arriving late does not extend your slot and does not entitle you to a refund. The court is released at the end of the booked time.
• Not turning up is a completed booking for payment purposes: the money is due in full and is not refunded. The court was held and could not be sold to anyone else.

Repeated no-shows may lead to a restriction of your account under the Terms of Use and the Community Guidelines.

10. How a refund is paid out

• A refund is returned to the payment card that was charged, unless you choose to take it as credit at that venue instead (section 5.6 of the Terms of Use). We cannot redirect it to a different card or to a bank account, and we cannot pay it out in cash.
• Taking a refund as credit is your own choice and affects only your own money. It is never selected for you, it can never be applied to what another participant paid, and it is not available where the venue or Padli cancels the booking — in that case your money goes back to your card.
• Money that was paid from credit in the first place is returned to that credit balance, because that is where it came from. It cannot be converted into a payment to your card.
• Where several people paid for the same booking, each of them is refunded their own share to their own card.
• Where a promo code was used, the refund is calculated on what you actually paid. The discount was borne by Padli and is not returned to you as money; where a cancellation fee is due, it is calculated without the discount.
• Partial refunds are supported: if the policy grants 50%, half of every charge collected on that booking is returned.
• We initiate the refund immediately upon cancellation. How long it takes to appear on your statement is determined by your bank — as a rule a few business days, occasionally longer.
• Where the card that was charged no longer exists (closed, expired, reissued), the refund is returned by the bank according to its own procedures. If it does not reach you, contact us at hey@padli.app and we will trace it with the bank.

11. Failed payments and outstanding balances

Where a shared booking cannot be collected in full at settlement — a declined card, a participant without a card, an unfilled seat — the shortfall is charged to the organiser, who guarantees the booking. Where the organiser's card cannot cover it either, the amount is recorded as an outstanding balance on their account and the match still goes ahead.

The same applies to a cancellation fee that cannot be collected: where the card you committed declines it, or has been removed in the meantime, the fee is recorded as an outstanding balance rather than written off. Removing a card does not cancel an amount already owed.

An outstanding balance:

• can be settled at any time from your account;
• blocks new bookings until it is settled;
• blocks deletion of the account until it is settled.

An outstanding balance is settled by card. Credit standing at a venue is not applied against it — credit is money in your favour at one venue, an outstanding balance is money owed to us, and the two are kept separate. Recovering shares from the other players is a matter between you; our claim is against the organiser.

12. Complaints, disputes and chargebacks

If you believe a charge or a refund is wrong, contact us first at hey@padli.app. We will review it and reply within 15 (fifteen) business days. Most disputes are resolved faster this way than through a bank.

Complaints about the court, the facilities or the staff should be raised with the venue, which is responsible for the service it provides; we will assist where we can.

Initiating a chargeback with your bank for a service that was in fact provided may result in the disputed amount being recorded as an outstanding balance on your account and in the suspension of your access to the Platform until the matter is resolved.

13. Open matches

Where you have joined a match from a public listing, the ordinary rules apply: your seat can be left for as long as the booking's policy still grants a refund, and it is settled after the match like any other. Where the organiser cancels the whole booking, you are refunded under the policy of that booking.

14. Deleting your account

You cannot delete your account while you have an outstanding balance. Any credit standing at any venue is forfeited on deletion, including credit you paid for — we show you the amount before you confirm. Where you wish to have a recent top-up back instead, ask for it before you delete the account and within the limits in section 5.6 of the Terms of Use. On deletion, your upcoming bookings are cancelled and refunded under the policy that applies to each of them, and the seats you hold in other people's bookings are released.

15. Consumer rights

Nothing in this Policy limits your rights under the mandatory consumer-protection legislation of the Republic of North Macedonia or of the country of your habitual residence.

Please note that a booking is a service to be provided at a specific time, and the statutory right of withdrawal from a distance contract does not apply to it in the ordinary way. The grace window in section 5 is offered by us on top of the statutory position.

16. Contact

• E-mail: hey@padli.app

VORTEK INOVATIONS D.O.O. Skopje, Njudehliska 6/1-13, Karposh, Skopje, North Macedonia EMBS: 7757832 | TAX ID: MK4057024570335