This page brings together how to cancel and how refunds work for everything you can buy on Rally & Roam. The full rules are in the terms for each: booking terms, shop terms of sale, membership terms, travel booking terms, gift cards, vouchers and match packs and coach video reviews. Nothing here takes away your statutory rights.

At a glance

What you bought	How to cancel	What you get back
Court or lesson	Your bookings page, before the start time	As the club's or coach's cancellation terms copied onto your booking say. If they set none: full refund 24 hours or more before the start, 50% after that
Cancelled by the club	Nothing to do	Full refund of everything paid online, including any service fee
Event, camp or course	Contact the operator, or us through the Help centre	As the operator's terms on the event page say
Lesson package	Contact the coach	As the coach's terms say. A cancelled lesson goes back into the package only on a full refund
Club membership	Your club membership page	Automatic renewal stops. No refund for the current period
Shop item	Your order page, within 30 days of it being sent or delivered	We email a prepaid returns label. See the shop terms for refunds and your legal rights
Flight	Your trip's travel bookings page	What the airline refunds under its fare rules. Our service fee is not refundable
Stay or transfer	Your trip's travel bookings page	What the provider refunds under the rate you booked. Our margin or commission is not refunded
Rally & Roam membership	Settings, then Membership, or Apple or Google for in-app memberships	Stops at the end of the period you have paid for. See the membership terms for your 14-day right
Match analysis pack	Contact us through the Help centre	See the membership terms. A failed analysis gives the credit back automatically
Coach video review	Contact the coach, or us through the Help centre	Full refund automatically if the review is not delivered two days after it is due
Gift card	Contact us through the Help centre	See the gift card terms
Advertising or promoted listing	Your advertising page	Unspent budget is refunded when a campaign ends, and all of it if we do not approve it
Bookings on partner sites	The partner's site	As the partner's terms say

How refunds are paid

Booking refunds go to your card, or instantly to your Rally & Roam wallet if you choose. Wallet credit can be used for bookings, does not expire and cannot be paid out as cash.
If you paid partly with a gift card, the refunded share of that part goes back onto the gift card.
Shop, travel and other refunds go back to the card you paid with.
Card refunds usually take 5 to 10 working days to show on your statement, depending on your bank.
If a flight, stay or transfer is not confirmed by the provider after you have paid, we refund your card in full automatically.
Rally Points you earned on a purchase are not taken back when you cancel or get a refund.

Your legal rights

Whatever our terms say, the law gives you rights that we cannot take away:

Under the Consumer Contracts Regulations 2013 you can usually cancel goods bought online within 14 days of receiving them, and digital services within 14 days of buying them. There are exceptions, for example for leisure services on a set date (such as a court booking), for goods made to your specification, and for digital services you asked to start straight away. Each terms page explains how this applies.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described, and services must be provided with reasonable care and skill. If they are not, you may be entitled to a repair, a replacement, a price reduction or a refund.

If something goes wrong

Contact us through the Help centre and we will help, even where your contract is with a club, coach, operator or travel provider. If you are not happy with the outcome, see our complaints page.

Erstattungen und Stornierungen