Cancellations and refunds
Draft prepared September 10, 2026
Every venue sets its own cancellation policy, and it is shown on the booking form before you commit and on the booking afterwards. This page covers the rules that apply everywhere on BooqaPlace, whatever the venue has set.
1. The venue's policy governs your cancellation
A venue's policy says whether a booking can be cancelled at all, how many hours of notice make it free, whether a refund is issued and how long that takes. Read it before you book. It is the promise the venue is making to you, and we hold them to it.
2. Cancelling is final
When you cancel, the slot goes straight back on sale and the venue is told. A cancelled booking cannot be confirmed back into life, even a minute later. If you want a different time rather than no booking at all, move the booking instead of cancelling it.
3. Moving a booking
Some venues let you move a booking to another slot, and may require a few days of notice. Moving keeps the booking and its payment intact. Where a venue does not allow it, the only route is to cancel under their policy and book again.
4. When the venue cancels
A venue can cancel a booking it cannot honour, and their own cancellation policy does not govern that — it is a promise to you, not a rule for them. If a venue cancels a booking you have paid for, you are entitled to everything you paid, including our service fee. Tell us through the contact form if that does not happen.
5. Turning up late, and not turning up
A venue may release your court to walk-ins once you are more than a set number of minutes late, and the listing says how many. A slot you did not use and did not cancel is treated as used, and nothing is refunded unless the venue chooses otherwise.
6. Our service fee
Decide and state the rule here. The common one: the fee is refunded when the venue cancels, when the booking is cancelled inside the venue's free-cancellation window, and when a booking is never confirmed; and is kept on a cancellation outside that window, because the work it pays for is already done.
Payment-processing charges are not always refundable, and a venue's policy says whether it passes them on.
7. How a refund reaches you
- Paid through the app. The refund goes back through PayMongo to the wallet or card you paid from. Venues state how many days they take to process it, and the money then takes as long as your provider takes.
- Sent to the venue by GCash. The venue received that money directly, so the venue returns it directly. We never held it and cannot send it back for you. We can and do chase the venue when they do not.
8. A booking that is never confirmed
A request the venue neither confirms nor declines does not become a booking, and anything you paid comes back in full. Where you sent a downpayment for a slot that was never confirmed, tell us and we will take it up with the venue.
9. When you disagree with the venue
Ask the venue first. If that goes nowhere, write to us through the contact form with the booking reference. We can see the booking record, the venue's policy as it stood when you booked, and what was paid, and we will mediate on that basis.
Nothing on this page limits your rights under the Consumer Act of the Philippines or the Internet Transactions Act of 2023, or your right to complain to the Department of Trade and Industry. The rest of the agreement is in our Terms of Service.