Refund Policy

This policy covers the conditions under which refunds are processed on the Pickleheads platform. All users (which includes both (i) “Organizers” who collect payment from other users solely for access to a pickleball session or membership in a pickleball group and (ii) Players) agree to adhere to this Refund Policy and the policy options below (as applied to a given session or subscription).

This policy and the policy options below entitle Players to seek and obtain refunds from Organizers as and to the extent provided under the selected refund policy option for a given session. Pickleheads may take action to facilitate this policy and the selected refund policy option, but Pickleheads does not bear legal or financial liability or responsibility for any refunds or chargebacks.

At Pickleheads, we strive to create an enjoyable experience for Organizers and Players alike. To ensure transparency and fairness, we've established the following refund policies for sessions facilitated through the Pickleheads app and for subscription products offered by Pickleheads. Organizers (for sessions) and Pickleheads (for subscriptions) implement these policies. Please review both the session refund policy and the subscription refund policy carefully before paying.

A. Refunds for Sessions and Memberships

Refund Policy Options (Organizers choose per session)

  1. No Refunds
    • Terms: Players are advised to ensure their availability before signing up. No refunds will be issued under any circumstances, including non-attendance by the player. However, if the session is cancelled by the Organizer, Players will always receive a full refund from the Organizer.
  2. No Refunds Within 24 Hours (Default Policy)
    • Terms: No refunds will be issued if a Player cancels or drops out within 24 hours of the session’s start time.
    • Refund Process: If eligible, refunds for cancellations made earlier than 24 hours before the session’s start time will be processed automatically. Refunds may take 5-7 business days to appear on your card.
  3. No Refunds Within 48 Hours
    • Terms: No refunds will be issued if a Player cancels or drops out within 48 hours of the session’s start time.
    • Refund Process: If eligible, refunds for cancellations made earlier than 48 hours before the session’s start time will be processed automatically. Refunds may take 5-7 business days to appear on your card.

Session Cancellations

If a session is cancelled by the Organizer, Players will always receive a full refund. Refunds for cancelled sessions will be processed automatically and may take 5-7 business days to appear on your card.

General Refund Guidelines for Sessions

  • Payment Platform: All payments and refunds for sessions and memberships are processed through Stripe Connect. Refund timelines may vary depending on your financial institution.
  • Special Circumstances: If Players are not entitled to a refund based on the session’s refund policy option selected by the Organizer, they may contact the Organizer directly to request one. Exceptions to the above policies will be at the sole discretion of the Organizer and must be communicated directly with them.
  • Waitlists & Request to Join: Players added from a waitlist or accepted into a session up to one hour before the start are responsible for payment of all fees and are subject to the same refund rules.

Refund Process for Sessions

If a Player is entitled to a refund based on the applicable refund policy or a session cancellation, Pickleheads will automatically process the refund on behalf of the Organizer, provided that Pickleheads has received the necessary funds from the Organizer or has control of such funds. This may take 5-7 business days to appear on your card.

If Pickleheads processes the refund when it has not received the necessary funds from the Organizer or obtained control of such funds, the Organizer will be responsible for remitting such refunded amounts to Pickleheads.

If a Player is not entitled to a refund, they may request a refund by contacting the Organizer. The Organizer will determine whether or not to issue the refund.

In all circumstances, Service Fees and the Stripe Fees are non-refundable.

Organizers defend, indemnify, and hold harmless Pickleheads, including its subsidiaries, affiliates, and all our respective officers, directors, agents, partners, and employees, from and against any loss, damage, liability, claim, or demand, including reasonable attorneys’ fees and expenses, made by any Player or other third party due to or arising out of any refund that the Organizer is allegedly responsible for under this policy or the selected refund policy option for a given session.

Disputes for Sessions

Any disputes regarding payments or refunds must be directed to the Organizer of the session. Pickleheads acts solely as a facilitator and does not assume liability for refunds or refund disputes between Organizers and Players.

Pickleheads reserves the right to mediate disputes in order to protect the reputation of the platform. After investigating the matter and consulting both parties, Pickleheads may issue a final decision on the refund. All decisions made by Pickleheads regarding refunds are final. All users shall cooperate with Pickleheads in all matters relating to the pickleball sessions or groups, including, without limitation, with respect to refunds and chargebacks.

Pickleheads reserves the right to suspend or terminate accounts that engage in fraudulent or abusive behavior, violate the Terms of Use, or otherwise threaten the integrity of the platform. Any users found to be in violation of these terms may have their accounts suspended or terminated without notice.

B. Refunds for Subscriptions

These rules apply to Subscriptions purchased directly from Pickleheads (via website) or via mobile apps (via Apple App Store or Google Play). Please refer to your purchase channel for the applicable process.

B.1 Website Subscriptions (via Stripe)

  • Refund requests must be made to Pickleheads and will be handled in accordance with this Refund Policy.
  • Unless required by applicable law, no pro-rata refunds will be provided for unused time remaining in the billing period.
  • Pickleheads may, in its discretion, issue full or partial refunds for Subscription fees, subject to review of your request and account status.
  • All refunds processed by Pickleheads for web subscriptions may take up to 5-7 business days to appear on your payment card.

B.2 iOS App Store Subscriptions

If you purchase a Subscription via the iOS App Store (Apple):

  • Billing, renewals, refunds, disputes, and chargebacks are handled exclusively by Apple.
  • You must request any refund or dispute through your Apple ID Subscription settings or via Apple’s support channels.
  • Pickleheads is not able to override Apple’s decisions or guarantee refunds for subscriptions purchased through the App Store.
  • Any questions regarding your charge, refund status, or Apple’s handling of it must be directed to Apple.

B.3 Google Play Subscriptions

If you purchase a Subscription via Google Play (Android):

  • Billing, renewals, refunds, disputes, and chargebacks are handled exclusively by Google.
  • You must request any refund or dispute via your Google Play subscription settings or via Google’s support channels.
  • Pickleheads is not able to override Google’s decisions or guarantee refunds for subscriptions purchased through Google Play.
  • Any questions regarding your charge, refund status, or Google’s handling of it must be directed to Google.

B.4 Subscription Cancellations & Chargebacks

  • Cancellations: Cancel your subscription through the same channel you used to subscribe (website, Apple App Store, or Google Play). Cancellation takes effect at the end of the current billing period; no pro-rata refund will be provided unless required by law.
  • Chargebacks & Disputes: For web subscriptions, Pickleheads may take action to withhold, suspend or terminate access if chargebacks or disputes are filed without prior resolution. For subscriptions via Apple or Google, chargebacks and disputes are governed by the store’s policies. Repeated abuse may result in subscription termination and/or account suspension.

C. Policy Updates

Pickleheads reserves the right to amend this Refund Policy at any time. Any changes will be posted on our website and mobile apps and will become effective immediately upon posting (unless otherwise specified). We recommend all users review this policy periodically.

Thank you for using Pickleheads to organize and enjoy pickleball sessions and platform benefits!