There are certain issues that players contact us for help on through the support chat.

Situations can arise when making bookings through the app, but often we can’t help them as these are issues must be handled from your club.

Here's a summary of these cases and a short explanation to remind you how to proceed:

Many players contact us to cancel a booking outside the cancellation period permitted by the club. As you know, Playtomic CANNOT cancel these bookings, as we cannot violate the rules agreed. In these cases, we refer players to the club, as you always have the final word.

When it rains and players are outside the cancellation period allowed by the club, they often contact us to cancel their bookings, we cannot intervene, even for this reason. In this case, you have to decide on whether to cancel the booking or not. If you cancel the booking, the refund is sent automatically and players receive their refund through the same payment method used for the booking (within a maximum of 10 days)

When players want to change one player for another in a public match, they should say this in the match chat and your club can assess whether there is enough time so as not to cancel the match (2 hours before the start of the match).

As you know, public matches are managed ONLY through Playtomic Manager. If you don’t have access, make a request using the support chat.

Sometimes clubs appear as open on our app and website but are actually closed. It’s very important that you take this into account in advance. If you're going to close the club, remember to close the calendar and/or remove online bookings. Also, if you already have bookings, you have to cancel them as soon as possible, so we can refund the players. Many players contact us saying the club where they had a booking was closed and, unfortunately, there’s nothing we can do. You must manage these bookings yourselves.

When a player does not pay the booking or the club does not mark it as paid, as you know, two hours after the end of the booking, these debts are charged to the person who made the booking, and the systemautomatically marks it as “paid” with the Playtomic payment method.

Often, they contact the club and you tell them to contact us. To avoid these misunderstandings, you always have to mark it as paid. If you forget to do this, you will have to refund the money to the player if they paid you at the club, as this generates a debt on Playtomic, on the app, which cannot be deleted, only paid.

It is also important to remember that the details of the person to whom this debt corresponds; the person who made the booking. So when a player goes to the club saying that they have a debt, you can review this on your system and see which match this corresponds to and, even if it is marked as “Paid” this is not the case, as it is marked as paid because Playtomic will pay it, but the debt is generated for the player or name on the booking who has not paid.

It's very important to make sure a public match is NEVER paid at the club. It must be managed through the app. Every player who has signed up to a match must download the app.

If, for any reason, you have taken a payment from any player at the club, a debt will be generated for these players, because if they have not paid on the app, the system will not consider it paid.

The club must refund the money (as you know, we can guarantee payment for these matches).

Remember that when a 4th player enters a public match, this match is closed and no player can leave the match by themselves. The procedure is the players must write in the chat of the match so that the club itself can remove the player from Playtomic Manager.

Here at Playtomic, we cannot manage these matches as this must be handled by you.

A booking can never be changed from the app, but sometimes players contact us to change the date, time or court.

In these cases, the only solution is to cancel the booking and re-book from the app or do so from Playtomic Manager as a match for example.

Sometimes, players place make a deposit to the club wallet through the App and request the refund of the credit.

The refund can only be processed if the credit has not been used. If it had been used, you must process the refund from the club, and remove the existing balance.

If the wallet purchase is made through Playtomic,you will be paid this within your bi weekly payout this will be the money lodged to you with the fortnightly settlement.

Another reason why players contact us is when they have had a bad experience: either because a player has behaved badly or because the courts were in poor condition.

Unfortunately, we can’t do anything in these cases and that's why we instruct players to contact the club, in the case of poor conduct of any player you can block them or consider restricting entry to the club or in the case of poor condition of the courts so that you can review them and in some cases cancel the booking from the club to process a refund if the players could not use the courts.

Here at Playtomic we trust that the courts you make available through the app are in optimal playing conditions.

We hope that we have clarified a few issues that create some uncertainty among players and that might be a source of frustration on their part and yours in relation to Playtomic.

However, if you have any questions you know you can contact us through the chat whenever you want.

The Playtomic Team