Being unable to play, a venue closure and changing the time are different situations. Check the booking status and applicable procedure before acting, including the hirer's attendance requirements.
What to have ready
Before you start
Under the general facility conditions, hirers can cancel through SmartPLAY one day before the session; paid voluntary cancellations are not refundable. An ordinary request to move a confirmed booking is also treated as cancellation. Where management cancels because of weather or unforeseen circumstances, unused sessions qualify for the applicable refund process. Apply within thirty days including the original booking day. Organisation reallocation and programme withdrawal have their own arrangements. Identify whether you booked a facility, enrolled in a course or applied as an organisation before choosing a refund route.
What to do, step by step
- Review the booking reference, venue, date, payment and current status in your account. Retain the receipt and check consecutive sessions separately if only part of the booking was affected.
- If you cannot attend, cancel as early as the rules allow and preserve confirmation. Check the actual outcome instead of treating a cancellation screen as a refund promise or simply leaving the booking unused.
- If the venue is closed, preserve the official notification and use the specified refund application with booking and payment details. SmartPLAY provides electronic refund applications for applicable cases through its supported channels.
- Track the application reference, requested supporting information and actual repayment. Ask the venue or SmartPLAY about an unresolved status, quoting the original session and application rather than submitting repeated inconsistent requests.
Costs, timing, and things to check
Two attendance breaches within sixty consecutive days can result in a ninety-day booking-right suspension under the conditions. Do not address an absence by transferring the booking or sharing the account.
Improving weather does not itself confirm reopening. Check the venue notification and confirmation. A refund for an individual booking does not automatically reserve a replacement session.
A practical example
A hirer books two hours on Sunday and receives a notice cancelling one because of an unforeseen incident. The hirer keeps the notice, identifies the affected session and follows its refund procedure. Choosing not to attend the other hour does not make it part of the same venue-cancellation refund. Keep the status of each session and final card or account credit with the receipt before closing the record.
Use the procedure for the cancellation reason and booking type.
Official information and enquiries
These are the reference and service entry points for this guide. Check current fees, eligibility, and schedules with the authority. The preparation date is not each source's official update date.