This Policy governs the cancellation and refund conditions applicable to services contracted through PongPlay (pongplay.app) by PONG CITY, SL.
Since this does not involve the sale of physical goods, there is no shipping or return policy. All services provided are either digital or in-person (use of sports facilities), therefore the policy is structured around the early cancellation with right to a refund.
1. Reservations for courts and tables
Court and table reservations made through PongPlay can be cancelled from the app at My reservations → Cancel reservation.
- Cancellation with full refund: until 24 hours before from the start of the reservation.
- Cancellation without refund: If the booking is cancelled within 24 hours of the start time, or if the user does not show up ("no-show"), no refund will be issued. The amount will be considered used to cover the facility reservation.
Certain clubs may set a different deadline (more restrictive or more flexible). The deadline applicable to each specific booking is displayed on the booking screen before you confirm payment.
El reembolso se realiza automáticamente en el mismo método de pago utilizado en la compra (Redsys / BBVA) en un plazo típico de 2 a 5 días laborables, dependiendo de la entidad emisora de la tarjeta.
2. Tournament registrations
Registrations for tournaments organized on PongPlay are governed by the following rules:
- Cancellation with full refund: until the Registration closes, which occurs by default 48 hours before the start of the tournament. The exact closing date is shown on the public page for each tournament.
- Cancellation without refund: Once registration closes, the draw for groups and the tournament bracket will be conducted with confirmed participants. From that point on, no refunds will be issued, as the tournament's organization depends on the attendance of all registered players. Refunds will also not be issued in case of no-show.
In exceptional circumstances (documented injury, force majeure, or other justified reasons), the user may write to soporte@pongcitytm.com before the start of the tournament. Each application will be reviewed individually, with no refund guarantee.
3. Cancellation of the tournament by the organization
If the tournament does not reach the minimum number of participants, or if the organizer cancels the event for any reason (weather, unavailability of the facility, etc.), The full amount is automatically refunded from registration to all participants.
4. Club fees and subscriptions
Pong City club membership fees are currently managed through the platform CrossHero, and its cancellation and refund conditions are determined by said platform and by the corresponding club.
When fee management is integrated directly into PongPlay, this Policy will be updated with the specific terms applicable to subscriptions.
5. Right of withdrawal
In accordance with Article 103 of Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users, the right of withdrawal will not be applicable to:
- Contracts for accommodation services other than residential accommodation, transport of goods, vehicle rental, food or services related to leisure activities, when the contracts provide for a specific date or execution period.
Court bookings and tournament registrations fall under this category (leisure activity with a specific date), so the cancellation policy described in sections 1 and 2 above applies, not the general 14-day right of withdrawal.
6. Complaints and complaint forms
Users wishing to file a complaint may do so by writing to soporte@pongcitytm.com. The claim will be processed within a maximum period of 30 days.
Similarly, the European Commission provides a platform for online dispute resolution Available at: https://ec.europa.eu/consumers/odr/.
7. Changes to this policy
This Policy may be updated. Any changes will be posted on this page with their update date. Changes will not retroactively affect purchases already made.
8. Contact
For any questions regarding cancellations or refunds: soporte@pongcitytm.com.