Refund Policy

Ask us to cancel a confirmed booking and we refund 80% of what you actually paid. The remaining 20% is retained. This applies whether you change your mind, are unable to attend, or no longer want the slot.

We know a retention reads strictly, so here is the reason. Activities run on a fixed capacity at a venue we have already booked and paid for. When you take a slot, it stops being available to anyone else, and a late release rarely finds a replacement in time. The cost of the pitch does not fall because one player did not come, and the 20% covers the share your slot was carrying.

Tell us before the activity starts. Once it has begun - or if you simply do not turn up, arrive late or leave early - there is no longer a slot to release and no refund is due.

The 80% is calculated on what you paid, so a booking made with a discount coupon is refunded against the discounted price and a free booking has nothing to return. Refunds are issued to the original payment method through Razorpay, as described in clause 3.

Where the activity does not happen as sold and the reason is ours, you are refunded 100% of what you paid. You do not need to ask, there is no fee, and the 20% retention in clause 1 does not apply - it exists because you released a slot we could have sold, not because a refund costs us something.

Refunds are issued through Razorpay to the original payment method. We cannot send a refund to a different card, account or UPI ID - the gateway reverses the original transaction, and that is the only route available to us.

Once we initiate a refund, Razorpay and your bank complete it. Expect the money back within 5 to 7 working days, though some banks take up to 10. The refund reference is recorded against your booking, and we can give it to you if your bank asks.

Where an invoice was issued for the booking, we issue a corresponding credit note.

Some activities carry no entry fee. There is nothing to refund on a free booking, but please cancel it if you cannot attend so the slot goes to someone else. Repeatedly holding free slots and not turning up may cost you access to future bookings.

Where a refund is due on a booking that used a discount coupon, it is calculated on the amount you actually paid, not the pre-discount price - 80% of it under clause 1, or all of it under clause 2. A coupon consumed on a refunded booking is not automatically reinstated, though we will usually reissue it on request if the cancellation was ours.

Rather than take the 20% retention, we would often rather the slot got used. If you cannot attend, write to us before the activity starts and we will try to transfer your booking to another player you name, or to a later activity of the same value - at no cost to you.

This is a courtesy and not a right - it depends on how much notice you give and whether the activity has already been finalised for the venue. Please do not treat it as a guaranteed alternative to a refund.

If you are removed from an activity for breaching the conduct rules in our Terms of Service, no refund is due. This is the one case where you lose your fee through a decision of ours rather than your own.

Email support@touchgrass.in from the address you booked with, quoting your booking reference and what happened. We acknowledge within 48 hours and reach a decision within 15 working days, usually far sooner.

If a refund is approved we initiate it at the gateway the same working day. If it is declined, we tell you which clause of this policy applies and why, so you can take it further if you disagree.

If you believe a charge is wrong, please write to us before raising a dispute with your bank. We can usually resolve it faster than the chargeback process can, and a dispute raised against a booking covered by clause 1 will be contested with the booking record and check-in log.