[{"data":1,"prerenderedAt":8},["ShallowReactive",2],{"legal-refund-and-cancellation-policy-en":3},{"html":4,"updated":5,"isFallback":6,"excerpt":7},"\u003Cp>\u003Cstrong>Padli\u003C\u002Fstrong> — padel court booking platform\nOperated by VORTEK INOVATIONS D.O.O. Skopje\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Last updated:\u003C\u002Fstrong> 22 August 2026\u003C\u002Fp>\n\u003Chr>\n\u003Ch2>1. Scope\u003C\u002Fh2>\n\u003Cp>This Policy explains when a booking can be cancelled, how much money comes back, what\nhappens to the service fee, and how and when a refund is paid out. It forms an integral\npart of the \u003Cstrong>General Terms of Use\u003C\u002Fstrong> and applies to every booking made through Padli.\u003C\u002Fp>\n\u003Cp>Where this Policy uses "we", it means \u003Cstrong>VORTEK INOVATIONS D.O.O. Skopje\u003C\u002Fstrong>, the operator of\nthe Padli platform.\u003C\u002Fp>\n\u003Ch2>2. What you pay for\u003C\u002Fh2>\n\u003Cp>The total of a booking consists of two separate amounts:\u003C\u002Fp>\n\u003Col>\n\u003Cli>the \u003Cstrong>court price\u003C\u002Fstrong>, set by the venue, and\u003C\u002Fli>\n\u003Cli>the \u003Cstrong>service fee\u003C\u002Fstrong>, charged by Padli for the use of the Platform, shown separately\nbefore you pay.\u003C\u002Fli>\n\u003C\u002Fol>\n\u003Cp>The two are treated differently on cancellation. Section 6 explains how.\u003C\u002Fp>\n\u003Cp>From that total may be deducted a \u003Cstrong>promo code\u003C\u002Fstrong> discount, or your \u003Cstrong>credit\u003C\u002Fstrong> at that venue,\nwhere you use one of them (sections 5.7 and 5.6 of the Terms of Use). The two cannot be\ncombined on the same booking. What remains is what you are actually charged, and it is that\namount — not the undiscounted total — that a refund is calculated from.\u003C\u002Fp>\n\u003Cp>Both amounts, and the cancellation policy and grace window that govern them, are \u003Cstrong>frozen\nonto the booking at the moment it is created\u003C\u002Fstrong>. A venue that later changes its prices, its\nservice fee or its cancellation policy cannot change the terms of a booking already made.\u003C\u002Fp>\n\u003Ch2>3. When the money is actually taken\u003C\u002Fh2>\n\u003Cp>This matters more than anything else in this Policy, because it determines whether there is\nanything to refund at all.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Every booking is settled after the match\u003C\u002Fstrong> — two hours after its scheduled end time.\nConfirming payment does not take the money at that moment. Depending on how far ahead the\nmatch is, it either \u003Cem>reserves\u003C\u002Fem> the amount on your card (a pre-authorisation: frozen, not\ntaken) or simply commits the card, with the reservation placed automatically as the match\napproaches.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Consequently, a booking cancelled before the match was, as a rule, never charged.\u003C\u002Fstrong>\nThere is nothing to refund; any reserved amount is released. Depending on your bank, a\nreleased reservation may take several business days to disappear from your statement. That\nperiod is determined by the bank, not by us.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Two exceptions, where money does move at once.\u003C\u002Fstrong> A share paid from your \u003Cstrong>credit\u003C\u002Fstrong> at the\nvenue is taken from that balance immediately, because it is money we already hold — nothing\nis reserved and nothing is captured later, so a cancellation returns it rather than merely\nreleasing it. And a \u003Cstrong>top-up\u003C\u002Fstrong> — the purchase of credit itself — is charged to your card\nimmediately; it is not a booking and is governed by section 5.6 of the Terms of Use, not by\nthis Policy.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>A booking the venue collects at its own desk\u003C\u002Fstrong> (section 5.8 of the Terms of Use) involves\nno payment through Padli at all: nothing is reserved, nothing is charged, and no service fee\nis due. Cancelling such a booking is a matter between you and the venue, under the venue's\nown rules.\u003C\u002Fp>\n\u003Ch2>4. The venue's cancellation policy\u003C\u002Fh2>\n\u003Cp>Each venue sets its own cancellation policy as a ladder of deadlines:\u003C\u002Fp>\n\u003Cblockquote>\n\u003Cp>\u003Cem>cancel at least \u003Cstrong>N\u003C\u002Fstrong> hours before the start → receive \u003Cstrong>P%\u003C\u002Fstrong> of the amount collected\u003C\u002Fem>\u003C\u002Fp>\n\u003C\u002Fblockquote>\n\u003Cp>A court may have its own policy that overrides its venue's. Every policy ends with a floor —\nthe percentage that applies once every earlier deadline has passed.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>The policy that applies to your booking is shown to you before you confirm it, and again\nbefore you confirm a cancellation, together with the exact amount you will get back.\u003C\u002Fstrong>\nPlease read it: policies differ from venue to venue.\u003C\u002Fp>\n\u003Cp>A booking cancelled after the match has started falls under the floor of the policy — as a\nrule, no refund.\u003C\u002Fp>\n\u003Cp>\u003Cstrong>Where nothing has been taken yet, the ladder decides what is charged rather than what is\nreturned.\u003C\u002Fstrong> Because a booking is settled only after the match (section 3), a cancellation\nbeforehand usually meets money that was reserved or committed rather than collected. The\nnon-refundable percentage is then taken from the card you committed: out of the reservation\nwhere one exists — the remainder of it being released — or as a charge to that card where\nnothing was frozen. \u003Cstrong>The amount is shown to you before you confirm the cancellation\u003C\u002Fstrong>, and\nwhere it cannot be charged it is recorded as an outstanding balance (section 11).\u003C\u002Fp>\n\u003Ch2>5. The grace window — a booking made by mistake\u003C\u002Fh2>\n\u003Cp>Independently of the ladder above, a booking cancelled \u003Cstrong>shortly after it was made\u003C\u002Fstrong> is\nfully refunded. Venues set the length of this window; the standard is \u003Cstrong>60 minutes from the\nmoment of booking\u003C\u002Fstrong>, and a venue may lengthen it, shorten it or switch it off.\u003C\u002Fp>\n\u003Cp>The grace window is measured from when the booking was created, not from the start of the\nmatch, so it protects you if you book the wrong slot and notice immediately. It does not\napply to a booking whose match is already imminent.\u003C\u002Fp>\n\u003Cp>Like everything else, the grace window is frozen onto your booking when you make it: a\nvenue that later shortens it cannot take away the window you were given.\u003C\u002Fp>\n\u003Ch2>6. What happens to the service fee\u003C\u002Fh2>\n\u003Cul>\n\u003Cli>\u003Cstrong>Cancellation inside the grace window\u003C\u002Fstrong> — the service fee \u003Cstrong>is refunded\u003C\u002Fstrong> together with\nthe court price. The booking is treated as undone.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Any other cancellation\u003C\u002Fstrong> — the service fee \u003Cstrong>is not refunded\u003C\u002Fstrong>, even where the venue's\npolicy grants a 100% refund of the court price. The service fee pays for the use of the\nPlatform, which has already taken place.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>No service fee is charged at all on a booking the venue collects at its own desk, so there\nis none to refund.\u003C\u002Fp>\n\u003Cp>This distinction is deliberate and is stated here so that it is never a surprise.\u003C\u002Fp>\n\u003Ch2>7. Cancelling a shared booking, and leaving a seat\u003C\u002Fh2>\n\u003Cul>\n\u003Cli>\u003Cstrong>The organiser\u003C\u002Fstrong> may cancel the whole booking. The cancellation is assessed against the\npolicy and the grace window as described above, and every participant is notified.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>A participant\u003C\u002Fstrong> may leave their seat for as long as a refund is still available under\nthe policy of that booking. Once that window has passed, the seat is fixed and its share\nfalls due; the match roster is frozen from the moment the match starts.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>A seat that is left\u003C\u002Fstrong> becomes free and may be filled by someone else. If it stays empty,\nit is settled to the organiser under section 6.4 of the Terms of Use.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>Where you cannot play, please free the seat as early as you can. It is the difference\nbetween a slot that someone else can take and a court that stands empty.\u003C\u002Fp>\n\u003Ch2>8. Cancellation by the venue or by Padli\u003C\u002Fh2>\n\u003Cp>Where a \u003Cstrong>venue\u003C\u002Fstrong> cancels a booking — a technical failure, weather, maintenance, a closure,\nor any other reason on its side — \u003Cstrong>you receive the full amount back, including the service\nfee\u003C\u002Fstrong>, regardless of how close to the start the cancellation happens.\u003C\u002Fp>\n\u003Cp>The same applies where \u003Cstrong>Padli\u003C\u002Fstrong> cancels a booking for a reason attributable to us.\u003C\u002Fp>\n\u003Cp>Where a booking is cancelled because your account is closed, or because of a breach of the\nTerms of Use, the venue's ordinary policy applies.\u003C\u002Fp>\n\u003Ch2>9. No-shows and arriving late\u003C\u002Fh2>\n\u003Cul>\n\u003Cli>\u003Cstrong>Arriving late\u003C\u002Fstrong> does not extend your slot and does not entitle you to a refund. The court\nis released at the end of the booked time.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Not turning up\u003C\u002Fstrong> is a completed booking for payment purposes: the money is due in full\nand is not refunded. The court was held and could not be sold to anyone else.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>Repeated no-shows may lead to a restriction of your account under the Terms of Use and the\nCommunity Guidelines.\u003C\u002Fp>\n\u003Ch2>10. How a refund is paid out\u003C\u002Fh2>\n\u003Cul>\n\u003Cli>A refund is returned \u003Cstrong>to the payment card that was charged\u003C\u002Fstrong>, unless you choose to take\nit as \u003Cstrong>credit at that venue\u003C\u002Fstrong> instead (section 5.6 of the Terms of Use). We cannot\nredirect it to a different card or to a bank account, and we cannot pay it out in cash.\u003C\u002Fli>\n\u003Cli>\u003Cstrong>Taking a refund as credit is your own choice and affects only your own money.\u003C\u002Fstrong> It is\nnever selected for you, it can never be applied to what another participant paid, and it\nis not available where the venue or Padli cancels the booking — in that case your money\ngoes back to your card.\u003C\u002Fli>\n\u003Cli>Money that was paid \u003Cstrong>from credit\u003C\u002Fstrong> in the first place is returned to that credit balance,\nbecause that is where it came from. It cannot be converted into a payment to your card.\u003C\u002Fli>\n\u003Cli>Where several people paid for the same booking, each of them is refunded their own share\nto their own card.\u003C\u002Fli>\n\u003Cli>Where a \u003Cstrong>promo code\u003C\u002Fstrong> was used, the refund is calculated on what you actually paid. The\ndiscount was borne by Padli and is not returned to you as money; where a cancellation fee\nis due, it is calculated without the discount.\u003C\u002Fli>\n\u003Cli>Partial refunds are supported: if the policy grants 50%, half of every charge collected on\nthat booking is returned.\u003C\u002Fli>\n\u003Cli>We initiate the refund immediately upon cancellation. \u003Cstrong>How long it takes to appear on\nyour statement is determined by your bank\u003C\u002Fstrong> — as a rule a few business days, occasionally\nlonger.\u003C\u002Fli>\n\u003Cli>Where the card that was charged no longer exists (closed, expired, reissued), the refund\nis returned by the bank according to its own procedures. If it does not reach you, contact\nus at \u003Ca href=\"mailto:hey@padli.app\">hey@padli.app\u003C\u002Fa> and we will trace it with the bank.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Ch2>11. Failed payments and outstanding balances\u003C\u002Fh2>\n\u003Cp>Where a shared booking cannot be collected in full at settlement — a declined card, a\nparticipant without a card, an unfilled seat — the shortfall is charged to the \u003Cstrong>organiser\u003C\u002Fstrong>,\nwho guarantees the booking. Where the organiser's card cannot cover it either, the amount is\nrecorded as an \u003Cstrong>outstanding balance\u003C\u002Fstrong> on their account and the match still goes ahead.\u003C\u002Fp>\n\u003Cp>The same applies to a \u003Cstrong>cancellation fee that cannot be collected\u003C\u002Fstrong>: where the card you\ncommitted declines it, or has been removed in the meantime, the fee is recorded as an\noutstanding balance rather than written off. Removing a card does not cancel an amount\nalready owed.\u003C\u002Fp>\n\u003Cp>An outstanding balance:\u003C\u002Fp>\n\u003Cul>\n\u003Cli>can be settled at any time from your account;\u003C\u002Fli>\n\u003Cli>blocks new bookings until it is settled;\u003C\u002Fli>\n\u003Cli>blocks deletion of the account until it is settled.\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>An outstanding balance is settled by card. \u003Cstrong>Credit standing at a venue is not applied\nagainst it\u003C\u002Fstrong> — credit is money in your favour at one venue, an outstanding balance is money\nowed to us, and the two are kept separate. Recovering shares from the other players is a\nmatter between you; our claim is against the organiser.\u003C\u002Fp>\n\u003Ch2>12. Complaints, disputes and chargebacks\u003C\u002Fh2>\n\u003Cp>If you believe a charge or a refund is wrong, \u003Cstrong>contact us first at \u003Ca href=\"mailto:hey@padli.app\">hey@padli.app\u003C\u002Fa>\u003C\u002Fstrong>. We will\nreview it and reply within 15 (fifteen) business days. Most disputes are resolved faster\nthis way than through a bank.\u003C\u002Fp>\n\u003Cp>Complaints about the court, the facilities or the staff should be raised with the venue,\nwhich is responsible for the service it provides; we will assist where we can.\u003C\u002Fp>\n\u003Cp>Initiating a chargeback with your bank for a service that was in fact provided may result in\nthe disputed amount being recorded as an outstanding balance on your account and in the\nsuspension of your access to the Platform until the matter is resolved.\u003C\u002Fp>\n\u003Ch2>13. Open matches\u003C\u002Fh2>\n\u003Cp>Where you have joined a match from a public listing, the ordinary rules apply: your seat can\nbe left for as long as the booking's policy still grants a refund, and it is settled after\nthe match like any other. Where the organiser cancels the whole booking, you are refunded\nunder the policy of that booking.\u003C\u002Fp>\n\u003Ch2>14. Deleting your account\u003C\u002Fh2>\n\u003Cp>You cannot delete your account while you have an outstanding balance. Any \u003Cstrong>credit\u003C\u002Fstrong>\nstanding at any venue is forfeited on deletion, \u003Cstrong>including credit you paid for\u003C\u002Fstrong> — we show\nyou the amount before you confirm. Where you wish to have a recent top-up back instead, ask\nfor it before you delete the account and within the limits in section 5.6 of the Terms of\nUse. On deletion, your\nupcoming bookings are cancelled and refunded under the policy that applies to each of them,\nand the seats you hold in other people's bookings are released.\u003C\u002Fp>\n\u003Ch2>15. Consumer rights\u003C\u002Fh2>\n\u003Cp>Nothing in this Policy limits your rights under the mandatory consumer-protection\nlegislation of the Republic of North Macedonia or of the country of your habitual\nresidence.\u003C\u002Fp>\n\u003Cp>Please note that a booking is a service to be provided at a specific time, and the statutory\nright of withdrawal from a distance contract does not apply to it in the ordinary way. The\ngrace window in section 5 is offered by us on top of the statutory position.\u003C\u002Fp>\n\u003Ch2>16. Contact\u003C\u002Fh2>\n\u003Cul>\n\u003Cli>\u003Cstrong>E-mail:\u003C\u002Fstrong> \u003Ca href=\"mailto:hey@padli.app\">hey@padli.app\u003C\u002Fa>\u003C\u002Fli>\n\u003C\u002Ful>\n\u003Cp>VORTEK INOVATIONS D.O.O. Skopje, Njudehliska 6\u002F1-13, Karposh, Skopje, North Macedonia\nEMBS: 7757832 | TAX ID: MK4057024570335\u003C\u002Fp>\n","2026-08-22",false,"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.…",1789834209506]