Last updated March 23rd 2026 · 20 min read
Effective Date: [Insert Date] Last Updated: [Insert Date] Version: 1.1
FindPlay, Inc. (EIN: 36-5170181) United States www.findplay.com | support@findplay.com
This policy governs the cancellation of bookings, the processing of refunds, and the holding and release of payments on the FindPlay Platform. It applies to all Players, Play Providers, and any other users who make or receive bookings through the Platform.
Please read this policy carefully before making or accepting any booking. If you have questions, contact us at support@findplay.com.
FindPlay is a marketplace that connects Players with Play Providers. When a Player books a Service, a binding agreement is formed directly between the Player and the Play Provider. FindPlay facilitates that booking but is not a party to the agreement.
The primary rules governing cancellation of any specific booking are set by the Play Provider in their Listing through their chosen Cancellation Framework (see Section 3). This policy establishes the overall rules within which those frameworks operate, including protections for both Players and Play Providers that apply regardless of the selected framework.
Play Providers must select a Cancellation Framework for every Listing before it is published. Players must review the applicable framework before confirming any booking. The framework in effect at the time of booking governs that booking — if a Play Provider changes their framework after a booking is confirmed, the original framework continues to apply.
Each Cancellation Framework is a structured configuration attached to a Listing. When a Play Provider creates or edits a Listing, they select a framework type and configure its parameters through their provider dashboard. These settings are stored as structured data in the Platform and govern all automated refund calculations, payment release triggers, and dispute resolution for bookings made against that Listing. See Section 14 for the full data model.
When a Player confirms a booking, payment is captured immediately and held in escrow on the Platform. Funds are not released to the Play Provider at the time of booking. This protects both parties — the Player knows their money is secured by the Platform rather than released immediately to the Provider, and the Provider knows the funds are committed and will be released once the release conditions for their framework are met.
All escrow and payment processing is handled through Stripe. FindPlay holds funds in its Stripe Platform Account and releases them to the Play Provider's Stripe Connected Account when release conditions are satisfied.
Each Cancellation Framework defines when held funds are released to the Play Provider. The release trigger varies by framework as follows:
Framework | Release Trigger |
|---|---|
Flexible | 24 hours after confirmed service completion, or when cancellation window expires without cancellation |
Moderate | 24 hours after confirmed service completion, or when the no-refund window opens without cancellation |
Strict | 24 hours after confirmed service completion, or when the 7-day no-refund window opens without cancellation |
Non-Refundable | Immediately when the cancellation deadline passes without cancellation (no participation confirmation required) |
Credit-Based | 24 hours after confirmed service completion; if Player cancels, credit is issued and funds are held until credit is redeemed or expires |
Rescheduling Allowed | 24 hours after confirmed service completion of the (original or rescheduled) session |
Custom | As specified in the Provider's custom framework configuration |
For frameworks where release is triggered by service completion, the Platform requires one of the following to mark a service as complete:
The Play Provider marks the session as completed through their dashboard
The Player confirms attendance through the Platform
Both parties have not raised a dispute within 24 hours of the scheduled end time (automatic completion)
Where a dispute is raised, held funds remain in escrow until the dispute is resolved. See Section 7 (Disputes).
Once release conditions are met, funds are transferred to the Play Provider's Stripe Connected Account on the standard Payout schedule (net 7 days from release trigger, or the expedited schedule where the Provider has opted in). The release trigger date, not the booking date, starts the Payout clock.
Where a Player is entitled to a refund under this policy, the refund is returned from the held escrow balance. If a booking has already been paid out to the Play Provider and a refund subsequently becomes due (e.g. following a dispute resolution), FindPlay will recover the refund amount from the Provider's next Payout or, where no future Payout is available, directly from the Provider in accordance with the Terms of Service.
Play Providers configure one of the following frameworks for each Listing. Each framework has structured parameters that can be set in the provider dashboard and are stored in the Platform's data model (see Section 14).
Configuration parameters:
Notice period (default: 24 hours; configurable 12–72 hours)
Player refund rule:Full refund if cancelled before the notice period cutoff. No refund if cancelled within the notice period.
Provider payment release:Funds are held until 24 hours after confirmed service completion, or until the notice period cutoff passes without cancellation (whichever comes first).
Example: A tennis coaching session is scheduled for Saturday at 10am. The provider has set a 24-hour notice period. The Player cancels Friday at 8am — before the cutoff — and receives a full refund from escrow. The Player cancels Saturday at 9am — inside the notice period — and no refund is issued. Funds are released to the Provider after service completion.
Configuration parameters:
Full refund window (default: 5 days; configurable 3–14 days)
Partial refund percentage (default: 50%; configurable 25–75%)
Partial refund window (default: 24 hours to full refund cutoff; fixed)
Player refund rule:
Cancel before full refund window cutoff: full refund
Cancel between full refund cutoff and 24 hours before start: partial refund (default 50%)
Cancel within 24 hours of start: no refund
Provider payment release:
On full refund cancellation: full escrow returned to Player immediately
On partial refund cancellation: partial refund returned to Player; remaining amount held until 24 hours after service completion, then released to Provider
No cancellation: full amount held until 24 hours after service completion, then released
Example: A fitness boot camp starts in 3 days. The Player cancels today — inside the 5-day window but more than 24 hours before start. They receive a 50% refund from escrow immediately. The remaining 50% is held until the session completes, then released to the Provider.
Configuration parameters:
Grace period (default: 48 hours from booking confirmation; configurable 24–72 hours)
Grace period minimum lead time (default: 14 days before start; fixed)
Partial refund window (default: 7 days before start; configurable 5–14 days)
Partial refund percentage (default: 50%; configurable 25–75%)
Player refund rule:
Cancel within grace period AND 14+ days before start: full refund
Cancel 7–14 days before start (outside grace period): partial refund (default 50%)
Cancel within 7 days of start: no refund
Provider payment release:
Full refund cancellation: full escrow returned to Player immediately
Partial refund cancellation: partial refund returned to Player; remaining held until 24 hours after service completion
No cancellation: full amount held until 24 hours after service completion
Example: A surf camp is booked 3 weeks in advance. The Player cancels 10 days before it starts — outside the 48-hour grace period, but inside the 7–14 day partial window. They receive a 50% refund. The Provider receives the remaining 50% after the camp concludes.
Configuration parameters:
Cancellation deadline (default: booking confirmation; configurable up to 24 hours post-booking)
Player refund rule:No monetary refund after the cancellation deadline, regardless of when the Player cancels. This framework is typically used for heavily discounted listings or high-demand events.
Provider payment release:Funds are held in escrow until the cancellation deadline passes without a cancellation. Once the deadline passes, funds are released to the Provider — service completion confirmation is not required for release under this framework. This is the only framework where release does not depend on service delivery.
Important: The Non-Refundable framework protects Play Providers only against Player cancellations. If the Play Provider cancels the booking at any time, the Player receives a full refund including the Service Fee, regardless of this framework.
Example: A Player books a discounted spot in a weekend retreat. The listing is Non-Refundable. The booking deadline passes with no cancellation — funds are released to the Provider immediately. If the Player later cancels, no refund is available. If the Provider cancels, the Player receives a full refund.
Configuration parameters:
Credit validity period (default: 12 months from issue date; configurable 3–24 months)
Credit scope (default: same provider only; configurable to platform-wide with FindPlay approval)
Player refund rule:No monetary refund on cancellation at any time. A credit equal to the booking amount (less the FindPlay Service Fee) is issued to the Player's FindPlay account, valid for the configured validity period for future bookings with the same Play Provider (or platform-wide where configured).
Provider payment release:On cancellation: funds remain held in escrow, not released to Provider and not refunded to Player in cash. The Platform issues a credit liability against those held funds.
On credit redemption: when the Player uses the credit on a new booking with the Provider, the held funds from the original booking are applied to the new booking and released to the Provider on normal completion terms.
On credit expiry: if the credit is not redeemed before the validity period expires, the held funds are released to the Provider at expiry.
Example: A Player cancels a gym class. A $35 credit is issued to their FindPlay account, valid for 12 months at that provider. The $35 remains in escrow. When the Player redeems the credit on a new session, the $35 is applied and released to the Provider after that session completes. If unused after 12 months, the $35 is released to the Provider at expiry.
Configuration parameters:
Rescheduling notice period (default: 24 hours; configurable 12–72 hours)
Maximum reschedules per booking (default: 1; configurable 1–3)
Reschedule window (default: within 30 days of original date; configurable)
Player refund rule:No monetary refund for rescheduling within the notice period and within the maximum reschedule count. If the Player cancels rather than reschedules, the Provider's standard cancellation terms (as specified in the Listing alongside this framework) apply.
If the Provider cannot accommodate a reschedule request within the configured reschedule window, the Player is entitled to a full refund as if the Provider had cancelled.
Provider payment release:Funds remain in escrow through any rescheduling events. Release is triggered 24 hours after confirmed completion of the rescheduled (or original, if not rescheduled) session.
Rescheduling data: Each reschedule event is recorded against the booking — original date/time, new date/time, initiating party, and reschedule count. This is used to enforce the maximum reschedule limit and maintain an audit trail.
Example: A Player books a swimming lesson for Thursday. They request a reschedule to Monday with 36 hours notice. The booking remains active, funds stay in escrow, and the session completes on Monday. Funds are released to the Provider 24 hours after completion.
Play Providers may configure a custom cancellation policy with parameters that differ from the above frameworks, provided that:
All custom parameters are explicitly defined in structured data fields, not free text only (see Section 14)
The custom terms are clearly and prominently displayed in the Listing before a Player confirms
Custom terms do not violate applicable consumer protection law
Custom terms that are materially less favourable to Players than the Non-Refundable framework are reviewed by FindPlay before the Listing is published
Provider payment release under Custom framework:The Provider must define a structured release trigger in their custom configuration. FindPlay does not support fully discretionary or unstructured release conditions for custom frameworks — a defined trigger type must be selected (completion-based, time-based, or hybrid).
FindPlay Service Fees are non-refundable except in the following circumstances:
The Play Provider cancels the booking (Section 5)
A full refund is granted under Extenuating Circumstances (Section 6)
FindPlay exercises its discretion under Section 7
Applicable consumer protection law requires return of the fee
Service Fees are captured at booking alongside the Listing price and held in escrow. On cancellation where no Service Fee refund applies, the Service Fee portion is retained by FindPlay from the escrow balance and the Listing price component is handled per the applicable framework.
If a Play Provider cancels a confirmed booking for any reason:
The Player receives a full refund of all amounts paid, including the FindPlay Service Fee, returned from escrow immediately
The cancellation is recorded against the Provider's account with reason code, timestamp, and lead time
FindPlay may impose consequences including a cancellation fee, reduced search ranking, suspension of listing publishing, or account review, depending on frequency, reason, and lead time
FindPlay will endeavour to notify the Player and, where possible, suggest alternative Services
Cancellations within 24 hours of the scheduled start time are recorded as high-severity events and carry enhanced consequences.
Providers should only cancel confirmed bookings where there is a genuine reason: Force Majeure Events, safety concerns, or documented failure of the Player to meet prerequisites stated in the Listing.
In the following circumstances, Players may be eligible for a full or partial refund regardless of the Play Provider's selected Cancellation Framework. Supporting documentation is required for all claims.
Qualifying circumstances:
The Play Provider materially failed to deliver the Service as described in the Listing — different venue, instructor, activity, or duration without prior notice
Weather conditions made the activity genuinely unsafe, assessed against industry best practice or relevant authority guidelines for the activity type
A medical condition or injury prevented participation, supported by a medical certificate or equivalent documentation dated proximate to the booking date
Death of the Player, an immediate family member, or a member of the booked group
Jury duty, compulsory military service, or a government-mandated public health directive affecting the activity
Significant travel disruption beyond the Player's control directly preventing attendance — cancelled transport due to severe weather or infrastructure failure, not a change of mind about travel
A Force Majeure Event as defined in the FindPlay Terms of Service
Circumstances that do not qualify:
Change of mind after booking confirmation
Forgetting the booking
Finding a cheaper alternative
Personal financial circumstances (other than as required by applicable consumer law)
Choosing not to attend due to general concerns that were not documented at the time of booking
Where an Extenuating Circumstances refund is approved, the refund is returned from escrow. Where funds have already been released to the Provider, FindPlay recovers the refund amount from the Provider's next Payout.
Submit your request through My Bookings > [Booking] > Request Refund within 14 days of the scheduled Service date. Include all available supporting documentation. FindPlay will review the request and respond within 5 business days. FindPlay's determination is final, subject to your rights under applicable consumer protection law.
Where a dispute is raised by either party before the scheduled payment release:
Funds remain in escrow for the duration of the dispute
Neither party can access the held funds until the dispute is resolved
FindPlay's support team will review the dispute and make a determination, which is communicated to both parties
On resolution, funds are disbursed in accordance with the determination — to the Player as a refund, to the Provider as a Payout, or split where a partial outcome is appropriate
The dispute hold window is a maximum of 30 days from the date the dispute is raised, after which FindPlay will make a final determination if the parties have not reached agreement.
Log in to your FindPlay account
Go to My Bookings
Select the booking you wish to cancel
Select Cancel Booking and follow the prompts
The cancellation timestamp — the moment you submit the cancellation through the Platform — is the operative time for determining framework eligibility. Cancellations communicated only by direct message to the Play Provider, or by phone or email outside the Platform, do not trigger refund eligibility.
Log in to your FindPlay account
Go to Manage Bookings
Select the booking and click Cancel Booking
Select a reason code and confirm
The reason code is recorded in the booking record and affects how the cancellation is treated for Provider performance metrics.
Approved refunds are processed within the following timeframes from the date of approval.
Refund Type | Processing Time |
|---|---|
Player cancellation (eligible under framework) | 5–10 business days to original payment method |
Provider cancellation | 3–5 business days to original payment method |
Extenuating circumstances (approved) | 5–10 business days to original payment method |
FindPlay discretionary refund | 5–10 business days to original payment method |
Credit-Based (credit issued) | Immediate to FindPlay account credit balance |
All refunds are returned to the original payment method used at booking. FindPlay does not issue refunds to a different payment method. Processing times depend on the Player's card issuer or bank and may vary.
A No-Show occurs when a Player fails to attend a confirmed booking without cancelling in advance.
No-Shows are treated as last-minute cancellations under the applicable framework. In most frameworks this means no refund
The Play Provider marks the No-Show through the Platform within 24 hours of the scheduled start time. This triggers the Provider's Payout release on the standard schedule
Players who experienced a genuine emergency may contact support@findplay.com with documentation within 48 hours. FindPlay may, at its discretion, issue a credit
Repeated No-Shows (3 or more within a 12-month period) may result in account restrictions including temporary suspension of booking privileges
Cancellation of the entire group booking is governed by the applicable framework based on the total booking amount
Partial cancellations (reducing group size) are calculated on a per-head basis where the Listing supports this; the framework applies to each participant's portion independently
Where a Provider has configured group-specific terms in their Listing, those terms apply and are stored as Listing-level configuration
Nothing in this policy limits any rights you have under applicable consumer protection law that cannot be excluded or limited by contract.
Australia — Under the Australian Consumer Law, you may be entitled to a remedy where a service is not provided with due care and skill, is not fit for the disclosed purpose, or is not delivered within a reasonable time. These statutory guarantees apply regardless of any Cancellation Framework chosen by a Play Provider.
United States — Applicable federal and state consumer protection laws may provide you with rights that cannot be excluded, including protections under state UDAP statutes.
Where applicable law provides a right to a remedy more favourable than this policy, applicable law prevails.
FindPlay may update this policy from time to time. Changes are communicated in accordance with Section 1.3 of the Terms of Service and do not apply to bookings confirmed before the effective date.
This section defines the structured data entities, attributes, and enumerations that implement this policy in the FindPlay Platform and its semantic data layer. This section is directed at platform developers and data architects.
Each Listing has a CancellationPolicy node attached via a HAS_CANCELLATION_POLICY edge. The node carries the following attributes:
Attribute | Type | Description |
|---|---|---|
| Enum |
|
| Integer | Applicable to FLEXIBLE and RESCHEDULING_ALLOWED. Range: 12–72 |
| Integer | Applicable to MODERATE and STRICT. Range: 3–14 |
| Integer | Applicable to MODERATE and STRICT. Range: 25–75 |
| Integer | Applicable to STRICT only. Range: 24–72 |
| Integer | Applicable to STRICT only. Fixed at 14 |
| Integer | Applicable to STRICT. Range: 5–14 |
| Integer | Applicable to CREDIT_BASED. Range: 90–730 |
| Enum | Applicable to CREDIT_BASED. |
The Booking node carries the following attributes relevant to this policy:
Attribute | Type | Description |
|---|---|---|
| Enum |
|
| JSON | Snapshot of the CancellationPolicy at time of booking (prevents retrospective changes affecting the booking) |
| DateTime | Timestamp of cancellation submission through Platform |
| Enum |
|
| DateTime | Timestamp of service completion confirmation |
| Enum |
|
| Integer | Number of reschedules applied to this booking |
| Array | Array of RescheduleEvent objects (original datetime, new datetime, initiated_by, timestamp) |
Each Booking has a PaymentHold node attached via a HAS_PAYMENT_HOLD edge, representing the escrow state of the funds.
Attribute | Type | Description |
|---|---|---|
| Enum |
|
| Decimal | Total amount held in escrow (Listing price + Service Fee) |
| Decimal | Provider's portion of the held amount |
| Decimal | FindPlay's Service Fee portion |
| Enum |
|
| DateTime | When the release trigger was met or is expected |
| DateTime | Actual timestamp of release/refund |
| String | Reference to Stripe PaymentIntent |
| String | Reference to Stripe Transfer (populated on release) |
Where a Player requests a refund (including Extenuating Circumstances), a RefundRequest node is created with the following attributes:
Attribute | Type | Description |
|---|---|---|
| Enum |
|
| Enum |
|
| DateTime | Timestamp of request submission |
| Array | References to uploaded documentation |
| DateTime | Timestamp of FindPlay's determination |
| String | Staff or system identifier |
| Decimal | Approved refund amount |
| String | Populated on DENIED status |
For CREDIT_BASED framework bookings where a credit is issued:
Attribute | Type | Description |
|---|---|---|
| Decimal | Value of the credit issued |
| DateTime | Timestamp of credit issuance |
| DateTime | Credit expiry date based on configured validity period |
| Enum |
|
| DateTime | Timestamp of redemption (populated on REDEEMED) |
| String | Booking ID against which credit was applied |
| Enum |
|
| String | Provider scope constraint (populated for PROVIDER_ONLY) |
Edge | From | To | Description |
|---|---|---|---|
| Listing | CancellationPolicy | Each Listing has exactly one active CancellationPolicy |
| CancellationPolicy | Booking | Snapshot edge; carries |
| Booking | PaymentHold | One PaymentHold per Booking |
| Booking | RefundRequest | Zero or one RefundRequest per Booking |
| Booking | CancellationCredit | Zero or one CancellationCredit per Booking (CREDIT_BASED only) |
| CancellationCredit | Booking | When credit is redeemed against a new booking |
For questions about a cancellation or refund, contact us at:
FindPlay, Inc.EIN: 36-5170181 Email: support@findplay.com Website: www.findplay.com
— End of Cancellation and Refund Policy —
Document Version: 1.1 | Classification: Public
© FindPlay, Inc. All rights reserved.
| Integer | Applicable to RESCHEDULING_ALLOWED. Range: 1–3 |
| Integer | Applicable to RESCHEDULING_ALLOWED. Range: 7–60 |
| Integer | Applicable to NON_REFUNDABLE. Range: 0–24 (hours post-booking) |
| Enum | Applicable to CUSTOM only. |
| String | Applicable to CUSTOM. Plain language description shown to Players |
| Integer | Incremented on each change; current version applies to new bookings only |
| DateTime | Date from which this version applies |
| DateTime | Date from which the Provider's Payout schedule begins |