Refund policy

• More than 24 hours before kickoff: everything you paid.
• Within 24 hours of kickoff: 20% of the booking total is kept and the rest is refunded. If you had only paid the deposit, that often means the deposit is the whole of what is kept and nothing comes back.
• Cancelled by the ground, at any notice: everything you paid.
• We could not honour a booking we had confirmed: everything you paid.
• You did not turn up: nothing. The hour was held for you and the ground could not sell it.
• The payment never completed: nothing was taken, so there is nothing to refund. If your wallet or bank is showing the amount as held, they release it themselves, usually within a few days.

The cancellation fee is capped at what reached us. Cancelling late can never leave you owing money.

The payment gateway's own charge is not part of the booking price and is not refunded — it was never ours to hold.

An hour cancelled the night before is usually an hour nobody else books. The ground has already turned other players away and still has to light and staff the pitch.

20% of the booking total is the ceiling, and it is never more than you actually paid. On a short booking the deposit is often the whole of it; on a long one you get part of the deposit back. The exact figure is shown before you confirm.

Signed in, open My bookings and use Cancel booking. Booking as a guest, look it up with the reference from your SMS and the mobile number you booked with — both, because the reference alone would let anyone look up anyone's booking.

The refund figure is shown before you confirm, and you have to confirm it twice on purpose.

Booking, payment and refund SMS never contain a link. After your first completed booking, we may send one review link on zenvy.com.bd; it never asks for payment. Any payment or refund link claiming to be from us is not — ring 01300-208390 and check.

Money you paid online goes back to the wallet, card or account it came from, and we cannot send it somewhere else. Money you handed to the ground in cash is returned by the ground, in cash — Zenvy never held it, so we record what you are owed, tell the ground, and chase it until it is settled. Ask at the gate, and call us on the number on your receipt if they do not return it.

Allow 5 to 10 working days from the cancellation for the online part. Friday and Saturday are not working days here, so a Thursday-evening cancellation realistically starts moving on Sunday.

You will get an SMS stating the amount as soon as the cancellation is recorded. If nothing has arrived after 10 working days, call us with the reference and we will chase it with the gateway.

Tell the ground while you are there. They can cancel the booking, and a cancellation by the ground is refunded in full — that is the quickest route by a long way, and the only one that can be settled the same evening.

If that goes nowhere, ring 01300-208390 with the booking reference. We can see the booking, the payment and what the ground recorded, and we will decide it on that.

We would rather refund a booking than argue about one. What we will not do is refund an hour that was played.

Call or message 01300-208390. Have the booking reference from your SMS ready.