Refund Policy

1. Two things you can pay for

There are two kinds of payment that pass through ClubLono, each with its own refund rules:

• Paid sessions — a player books and pays for a single session that a host has scheduled (e.g. "Wednesday night, £8"). The contract for the session is between the player and the host; ClubLono facilitates the payment via Stripe.
• Premium subscription — a host pays ClubLono £19.99/month for multi-club hosting, leagues, kiosk mode and other Premium features.

2. Paid sessions — refunds

Host cancels the session

If the host cancels a paid session for any reason, every booked player is refunded automatically and in full to their original payment method via Stripe. No action is needed from the player. Refunds typically appear on the card statement within 5–10 business days, subject to the card issuer.

Player cancels their booking

Player-initiated cancellations are governed by the host's published rules for that session (for example, "free cancellation up to 24 hours before the start time"). The host sets the policy; ClubLono displays it at booking. If you need to cancel a booking, contact the host directly through the app or your booking confirmation.

Session does not match what was advertised

If a session is materially different from what was advertised at booking (venue closed, equipment unavailable, etc.), contact the host first. Hosts can issue partial or full refunds directly from the ClubLono dashboard.

Player no-show

By default, no-show players are not refunded. Hosts may waive this at their discretion.

Statutory rights

Nothing in this policy displaces your statutory rights under the UK Consumer Rights Act 2015 or equivalent EU consumer protection law. For one-off paid sessions, the standard 14-day cancellation right under the Consumer Contracts Regulations does not generally apply because the service is provided on a specific date — but this depends on the facts of your booking.

3. Premium subscription — refunds

14-day free trial

New Premium subscribers get a 14-day free trial. You will not be charged during the trial. The subscription auto-renews at the end of the trial unless you cancel beforehand.

Monthly renewals

Premium is billed monthly. You can cancel at any time; cancellation takes effect at the end of your current billing period and you keep Premium access until then.

Partial-month refunds

We do not generally refund partial months once the trial has ended. If you forget to cancel and are charged, contact us at hello@clublono.com within 7 days and we will consider refund requests on a case-by-case basis.

Where you subscribed matters

• If you subscribed via the web (Stripe Billing), cancel and request refunds via the in-app billing portal or by emailing us.
• If you subscribed via Apple App Store, refunds are handled by Apple via reportaproblem.apple.com.
• If you subscribed via Google Play, refunds are handled by Google via your Play Store order history.

4. Disputes & chargebacks

If you raise a chargeback with your bank or card issuer for a paid session, the host receives the dispute notification through Stripe and is responsible for responding. ClubLono will assist by providing booking records, session details, and refund history.

Chargebacks are processed by your card network and typically take 30–90 days to resolve. They also carry a non-refundable network fee that is charged to the host even if the dispute is decided in the player's favour. For both reasons, we strongly encourage players to contact the host first — most issues are resolved faster, more cheaply, and more amicably than a chargeback can be processed.

If the host is unresponsive or refuses a refund that you believe is owed under their published session policy, email hello@clublono.com with the session date, club name, and a brief description of the problem. We will reach out to the host on your behalf where appropriate. Note that ClubLono is the payment facilitator, not the merchant of record for paid sessions, so the final refund decision rests with the host.

For Premium subscriptions, chargebacks should be a last resort. Contact us first and we will resolve the issue without involving your card issuer in almost every case.

5. How to request a refund

For paid sessions: contact the host directly, either through the in-app chat thread for the session or any other contact details they have shared with the club. The host can issue a refund from the ClubLono dashboard with one tap — the money goes back to your original payment method via Stripe within 5–10 business days, subject to your card issuer.

Include the following in your refund request so the host can find your booking quickly:

• The session date and time.
• The name on the booking (if different from your ClubLono profile name).
• The reason you are requesting a refund — this helps the host apply their cancellation policy correctly.

For Premium subscriptions: if you subscribed via the web (Stripe Billing), email hello@clublono.com from the email address on your account with subject "Premium Refund". If you subscribed via Apple App Store or Google Play, refunds are handled by Apple or Google respectively — ClubLono cannot process refunds for in-app store purchases on our side, but we are happy to help you find the right link.

We aim to acknowledge every refund request within 1–2 business days. If your refund is approved, the funds typically appear on your card statement within 5–10 business days of the refund being issued, depending on your bank.