Cancellation and Refund Policy

• Booking a paid game holds your seat for 15 minutes, or until the game starts if that is sooner. If you do not pay in time, or you let the hold go, the seat is released and nothing is charged.
• Once paid, to drop out you request a backout in the app. The community approves or declines it.
• If the backout is approved on a refundable game, the full amount you paid becomes play credit with that community.
• If the game is marked "No refund", dropping out returns nothing. This is shown on the game before you pay.
• If the community cancels the game, or removes you from it (for example for a level mismatch), the full amount you paid becomes play credit.
• If your payment arrives after your seat was released or the game was cancelled, it becomes play credit.
• Backing out within 24 hours of the start counts against your show-up record, even when the backout is approved.

Play credit is used automatically the next time you book a paid game with the same community. It does not expire, cannot be moved to another community and cannot be exchanged for cash. If the community closes or stops running paid games while you still hold credit, write to us and we will refund the unused credit to your original payment method.

• If the organiser cancels a tournament, every online entry fee and ticket payment is refunded in full to the original payment method.
• To withdraw an entry, ask the organiser. When they withdraw it, that entry’s share of what you paid is refunded to the original payment method. If you entered several categories in one payment, only the withdrawn category is refunded.
• Where entry fees are paid at the venue, they are added to your dues with the community; withdrawing an entry removes its fee from your dues.

Payments of dues are applied to your balance with that community straight away. They are not refundable, because they settle money already owed. If you pay more than you owe, the extra stays as a paid-ahead balance with the community. If you were charged in error, contact the community or us and the excess is refunded to your original payment method.

• You can cancel an order yourself in the app while it is waiting for the vendor to confirm. A paid order is refunded in full at once.
• If the vendor declines your order, a paid order is refunded in full at once.
• After the vendor confirms an order, ask the vendor or us to cancel it. If it has not yet been prepared or sent out, it is cancelled with a full refund.
• Damaged, defective, wrong or missing items are covered by the Shipping and Exchange Policy.
• Orders you chose to pay at pickup have nothing to refund if cancelled.

Alt Fit membership is free. For a paid membership or recurring fee offered by a community, venue or vendor, you can cancel autopay at any time; no further charges are taken after you cancel. A period already paid for is not refunded in part, unless the provider ends the membership early. Any charge taken after you cancelled, or taken in error, is refunded in full to the original payment method.

If money leaves your account but the payment fails, it is reversed automatically by Razorpay and your bank, usually within 5 to 7 working days. If you are charged twice for the same thing, write to us with the payment reference and we will refund the duplicate.

• Refunds go back to the payment method you used (card, UPI account, bank account or wallet). We cannot send them to a different account.
• Refunds are started immediately when they are automatic (store cancellations and declines, tournament cancellations and withdrawals), and within 2 working days of approval when you write to us.
• Once started, banks usually take 5 to 7 working days to credit the money. For store orders you are notified in the app when the refund is started.
• Play credit is added instantly and shown on your profile with that community.

Write to hello@altfit.org or use our contact page with your name, the email on your account, what the payment was for, the date and amount, and the payment reference if you have it. We reply within 2 working days.