Refund Policy
Last modified on: March 2026
At LetsFindGame Sdn. Bhd. ("LetsFindGame", "we", "us", or "our"), we want every booking and payment experience on our Platform to be fair and transparent.
This Refund Policy explains when and how refunds may be issued for payments made through our website, mobile application, and related services (collectively, the "Platform").
By making a payment on the Platform, you acknowledge and agree to this Refund Policy.
1. Scope
This Refund Policy applies to all payments made through the Platform, including but not limited to:
- pitch and venue bookings;
- deposits (full or partial);
- game registration fees; and
- any other paid services or features offered on the Platform.
2. Venue booking cancellations
A. Player-initiated cancellations
If you cancel a booking, the refund depends on the venue's cancellation policy:
- Cancellation before the venue's cancellation deadline — you may be eligible for a full or partial refund, as determined by the venue's cancellation settings (e.g., cancellation hours before game time).
- Cancellation after the deadline or no-show — no refund will be issued unless the venue agrees otherwise.
Each venue sets its own cancellation policy, including the cancellation window and any applicable fees. Please review the venue's booking settings before confirming your booking.
B. Venue-initiated cancellations
If a venue manager cancels your booking:
- you will be notified via email and/or WhatsApp;
- you may be eligible for a full refund of the amount paid for that booking; and
- refund processing will begin once the cancellation is confirmed.
C. Platform-initiated cancellations
In certain circumstances, LetsFindGame may cancel a booking and issue a full refund. These circumstances include, but are not limited to:
- Natural disasters — floods, earthquakes, landslides, or other natural events that make it unsafe or impossible to proceed with the booking;
- Severe weather conditions — thunderstorms, heavy rain, haze, or other weather conditions that render outdoor or indoor play unsafe;
- Venue emergencies — structural damage, fire, power outage, water supply disruption, or other facility issues that prevent the venue from operating safely;
- Government orders — movement control orders (MCO), lockdowns, curfews, public health directives, or other government-imposed restrictions that prohibit gatherings or access to the venue;
- Safety concerns — unsafe playing conditions reported and verified by LetsFindGame, including but not limited to hazardous pitch conditions, equipment failures, or security threats;
- Policy violations — fraud, misrepresentation, or violations of our Terms of Service by any party involved in the booking; and
- Technical issues — critical platform errors that materially affected the booking process or resulted in incorrect charges.
3. Deposits
- If you paid a deposit to secure a booking and the booking is cancelled within the venue's cancellation policy, your deposit may be refunded.
- If you cancel outside the cancellation window, the deposit may be forfeited as per the venue's policy.
- Outstanding balance payments that were not yet collected will not be charged.
4. Game registration fees
- If you cancel your registration before the game's cancellation deadline, you may be eligible for a refund.
- No-shows and late cancellations are generally not eligible for refunds.
- For youth game registrations, guardians may cancel on behalf of the youth player, subject to the same cancellation policies.
5. How refunds are processed
- Refunds are processed through the original payment method (e.g., credit/debit card, online banking).
- Refund processing may take 5 to 14 business days, depending on your bank or payment provider.
- You will receive a confirmation via email and/or WhatsApp once a refund has been initiated.
6. Non-refundable items
The following are generally not eligible for refunds:
- bookings cancelled after the venue's cancellation deadline;
- no-shows without prior cancellation;
- service fees or platform fees, where applicable; and
- any payments where the service has already been fully delivered.
7. Disputes
If you believe you are entitled to a refund that has not been issued, or if you disagree with a refund decision:
- Contact us at admin@letsfindgame.com with your booking reference and details.
- We will review your case and respond within a reasonable time.
- If a dispute cannot be resolved, it may be escalated through the process described in our Terms of Service.
8. Changes to this Refund Policy
We may update this Refund Policy from time to time to reflect changes to our Platform, operations, or legal requirements.
When we make updates, we will revise the "Last modified on" date above. Where appropriate, we may also provide additional notice through the Platform or other communication channels.
9. Contact us
If you have questions about this Refund Policy, please contact us at:
LetsFindGame Sdn. Bhd.
Email: admin@letsfindgame.com
Phone: +60 11-6371 0291