Venue bookings
For a FullSide venue booking, the accepted quote states the exact cancellation deadline in UK time. A cancellation within the eligible full-refund window receives the eligible amount paid, including the associated FullSide service fee under the current policy. After the deadline, the venue may agree a refund; statutory rights still apply. Do not assume that an unpaid place, deleting the app or an unsuccessful payment cancels the underlying booking. Use the activity's cancellation action or contact support with its reference.
Player withdrawals and replacement
Use the cancellation options shown in your activity. A late player withdrawal may depend on a replacement actually paying before a refund becomes due under the accepted terms. Merely offering a replacement place or inviting another player is not payment. We will not describe a refund as completed until its payment-provider outcome confirms this. A player dropping out does not automatically cancel the venue booking or release an organiser's accepted shortfall obligation.
Outside activities and supplier cancellation
For an activity arranged outside FullSide, the organiser is responsible for its venue booking and the activity's stated cancellation terms. FullSide cannot promise a refund from an unrelated external supplier. Where a venue or organiser cancels or fails to provide a contracted service, applicable refund and consumer rights are preserved. FullSide will not use a blanket no-refund rule to retain charges for a service where a refund is legally due. A weather problem is assessed under the accepted supplier policy and actual service failure; it is not automatically the player's risk in every case.
Fixed-date leisure and other services
A booking for a leisure activity on a specified date or period normally does not carry the usual 14-day change-of-mind cancellation right. This exception does not remove the booking's agreed cancellation window, a remedy for non-supply, or rights relating to a separately supplied platform service where the exception does not apply. If a statutory cooling-off right applies, tell admin@full-side.com that you wish to cancel, giving your name, contract date and reference. No special form is mandatory. Any payment for work during that period must have a lawful basis, including any required express request to start early; we do not assume a waiver from a generic tick box.
Mistakes, duplicates and late payments
Report duplicate or incorrect charges promptly with the payment references. A contribution successfully taken after its server-enforced collection cutoff is queued for a full refund including its service fee. If a provider confirms payment before the cutoff but its notification arrives later, the payment remains timely. We investigate uncertain outcomes before retrying to reduce duplicate charges. A failed or merely pending checkout is not proof that money was received.
How refunds are paid
Approved refunds return through the original payment provider to the original payment method where possible. Your bank and provider control when they appear; the app distinguishes requested, processing and completed states. We do not deduct an undisclosed penalty or make a consumer pay a prohibited payment-method surcharge. A business recipient's responsibility for unrecovered processing or dispute costs follows its accepted commercial agreement, not a new deduction from a customer's statutory refund. Historical transactions retain their recorded fee/refund policy except where law requires otherwise. Contact support if the shown status or amount is wrong.