Session & Dispute Policy
Last updated: October 2026
1. When you're charged
When you book a paid session your card is saved, not charged. We charge it when the host's cancellation window closes (24 hours before the session unless the listing says otherwise). If you cancel before then, you're never charged. If the listing is marked non-refundable, or you book after the window has already closed, the booking can't be cancelled for a refund and your card is charged shortly after you book.
2. If your card fails at lock-in
If we can't charge your card when the cancellation window closes, your spot is released and both you and the host are notified. The host isn't obligated to hold the spot — re-book to try again, if it's still open. A session you weren't charged for isn't a booking, so please don't show up expecting to play without re-booking.
3. Cancellations
Players can cancel for free until the cancellation window closes; after that the booking is non-refundable. Hosts can cancel a booking at any time, and the player is always refunded in full when a host cancels.
4. Weather and court conditions
Either side may call off a session for conditions that make play unsafe or impossible: rain, a wet court, lightning, or an extreme-heat or air-quality warning. When you agree to call it off, the host cancels the booking in the app and you're refunded in full (or never charged). If you can't agree, file a dispute and we'll decide based on the conditions at the court at the scheduled start time. Rescheduling is between you and the host — book the new time as a new booking.
5. Court availability
The host is responsible for the court. On first-come public courts that means arriving early enough to get one, or offering a nearby alternative. If no court can be found, the host cancels and you're refunded in full. Unless the listing says otherwise, the price you see includes any court fee. Hosts are also responsible for following the venue's rules and any permit it requires for paid instruction (see our Provider Terms).
6. Running late
Message the other side as soon as you know you'll be late. Each side gets a 15-minute grace period. A host more than 15 minutes late without notice is treated as a no-show: you may leave and file a dispute for a full refund. A player who is late still finishes at the scheduled end time and pays in full; a player more than 15 minutes late without notice may be treated as a no-show, and the host may leave.
7. No-shows
If the host doesn't show up to a paid session, you get a full refund. If a player doesn't show up, the host keeps the payment. Booking a paid session means agreeing to this policy.
8. Check in to protect yourself
At the start of a session you can check in from the app. When you check in, we record the time and — if you allow location access — confirm you were at the court. This check-in is the primary evidence we use to resolve no-show disputes and to respond to payment disputes (chargebacks) on your behalf. Checking in isn't required to play, but it's strongly recommended for any paid session. If a dispute arises and you didn't check in, we may be unable to resolve it in your favor. Location is captured only at the moment you check in — the app does not track your location at any other time. Hosts may see how many sessions a player has played and any no-shows where the host checked in and the player didn't.
9. How disputes are decided
If both sides check in, the session is treated as completed and payment is final. If only one side checks in, that check-in is weighed as evidence of who attended. We also consider in-app messages and the details both sides provide. Complaints about the quality of a session (for example, the level of play) are not grounds for a refund on their own, but please tell us — it helps us keep quality up.
10. Filing window (72 hours)
Disputes cover paid sessions (paid hits and lessons) and must be filed within 72 hours of the session's scheduled end time. After that, payment is final. File from the session page as soon as something goes wrong. For anything else — say, an offensive or misleading post — use Report Session from the session's ··· menu.
11. The other side can respond (24 hours)
When you file a dispute, we notify the other side and give them 24 hours to share their side. Their response — or their silence — becomes part of the record we review.
12. Our response (48 hours)
We aim to review every dispute within 48 hours of it being filed. You'll get a confirmation when you file and an update once it's resolved. Please use this process before contacting your bank — going straight to a chargeback removes our ability to help and may delay any refund you're owed.
13. Safety
Anyone may leave a session at any time if they feel unsafe — that is never a no-show. A host can cancel a booking for safety reasons; the player is refunded in full and can no longer book that host. Report anything that made you uncomfortable from the person's profile or the session's ··· menu, and contact local emergency services first if anyone is in danger.
See also our Terms of Use and Provider Terms. Questions? Contact us.