About Courtogo

3. Cancellation and Refund Policy

Venue policies come first. Many venues set their own court, cancellation, and refund policy — for example stricter cancellation cut-offs, no-show rules, or limits on rescheduling. Where a venue has its own policy, that policy must be followed and overrides the general terms belowfor bookings at that venue. Please check the venue's page, or ask the venue directly, before you book. The terms below apply when a venue has not set its own policy, and for bookings paid online through Courtogo they always govern how money actually moves (the refund window, how refunds are sent, and the non-refundable platform service fee), because Courtogo — not the venue — processes those payments.

Manual payments are different. When you pay a venue directly by manual payment, Courtogo does not process the money, so refunds, cancellations and reschedules are decided and handled by the venue. Section 13 applies to those bookings and prevails over this section where the two differ.

• Venue Policy Prevails: If a venue's own court or cancellation policy conflicts with anything below, the venue's policy applies to your booking. Courtogo is not responsible for enforcing or waiving a venue's house rules — raise those directly with the venue.
• Rescheduling Is Preferred: If a booking needs to change, rescheduling is always the recommended first step. It moves the booking to a new date or time without cancelling it, avoids the refund process entirely, and the customer keeps their slot immediately. Contact the venue to arrange a reschedule before requesting a cancellation or refund.
• Platform Service Fee Is Non-Refundable: The platform service fee charged to the customer at checkout is not refunded on venue-issued refunds. This applies to all online payments because PayMongo does not return processing fees on refunds and Courtogo absorbs those processing costs.
• Refund Processing: Refunds of QR Ph payments involve manual processing by Courtogo (collecting customer bank details, verifying destinations, sending transfers). Courtogo reserves the right to introduce a refund processing fee to cover these costs, with at least 30 days' advance notice to customers and venue owners. Any such fee and who bears it will be published on this page before it takes effect.
• No Customer-Initiated Refunds: Customers cannot initiate refunds directly. Bookings are non-refundable from the customer's side once payment is confirmed — please reschedule instead.
• Venue-Issued Refunds: If the venue chooses to refund a booking (e.g., venue maintenance, owner accommodation), only the venue's portion of the price (the listed court price) is returned. The platform service fee paid by the customer is retained.
• Refund Window: Venue-issued refunds can only be requested within 7 days of the booking being created. Bookings older than that require admin assistance via support@courtogo.com.
• Refunds After a Payout: A booking already included in the venue's weekly payout can still be refunded inside that same 7-day window. Courtogo recovers the refunded amount from the venue's next payout, so the transfer to the customer may take longer to arrive. Refunds cannot be started while a payout for that booking is mid-transfer; this clears once the payout run settles.
• How Refunds Are Sent: This depends on how the customer paid. GCash, Maya, and GrabPay payments are refunded through PayMongo straight back to the wallet that paid, usually within a day, with nothing for the customer to provide. QR Ph payments cannot be refunded automatically by PayMongo, so when a refund is approved the customer is emailed a secure link to submit their GCash number, Instapay/bank account, or other accepted destination, and Courtogo sends the refund manually within 7–12 days from the Courtogo bank account. A wallet refund that the wallet will not accept (for example, because too long has passed since the payment) is sent the QR Ph way instead.
• Refund Destination Accuracy: Customers are responsible for providing accurate refund-destination details. Transfers sent to mismatched or incorrect accounts may be returned by the receiving bank; resolving such cases may extend the refund timeline.
• System-Issue Refunds: If Courtogo cancels a confirmed booking due to a system or availability issue (e.g., overbooking, slot conflict), the full amount paid — including the platform service fee — is refunded at no cost to the customer.
• Rescheduling Allowed: You may reschedule your booking to a different date or time
• Shorter Duration: You may reschedule to an equal or shorter duration (e.g., 2 hours to 1 hour)
• No Additional Payment: Rescheduling does not require additional payment
• One-Time Reschedule: Each booking can be rescheduled once only
• Rescheduling must be done at least 2 hours before the original booking time

10. Intellectual Property, Acceptable Use & No Scraping

The Courtogo platform and its contents — including all venue listings, descriptions, photographs, logos, text, layout, and the overall selection, arrangement, and compilation of venue data — are the property of Courtogo and/or its users and are protected by copyright and other intellectual property laws. Accessing or using this website constitutes acceptance of the following terms.

Permitted use

• You are granted a limited, personal, non-exclusive, non-transferable, revocable license to access and use the platform for the purpose of discovering and booking courts.
• Legitimate search-engine crawlers (e.g. Google, Bing) may index publicly available pages in accordance with our robots.txt.

Strictly prohibited

• No scraping or automated collection: You may not scrape, crawl, spider, harvest, index (other than permitted search engines), mirror, frame, or use any bot, script, or automated means to access, copy, or extract content or data from the platform.
• No copying or republishing: You may not copy, reproduce, republish, distribute, or create derivative works from our listings, descriptions, photographs, or compiled venue directory, in whole or in part, without our prior written consent.
• No harvesting personal data: Contact details displayed on the platform (including venue owner email addresses and phone numbers) are personal data made available solely to facilitate bookings. Collecting, extracting, or republishing this personal data is prohibited and may violate the Philippine Data Privacy Act of 2012 (RA 10173).
• No competing use: You may not use our content or data to build, train, populate, or operate a competing directory, database, product, or service.
• You may not bypass, disable, or interfere with any security, rate-limiting, or access-control measures we employ.

Enforcement

• Any breach of this section immediately terminates your license to access the platform.
• We reserve the right to block offending IP addresses, networks, and accounts, and to pursue takedown requests with hosting providers and all available legal remedies under Philippine law, including copyright and data-privacy enforcement.
• These terms are governed by the laws of the Republic of the Philippines.
• To request permission or licensing, contact contact@courtogo.com.

11. Marketing and Promotion of Venues

Listing a venue on Courtogo is free, and part of what we do in return is promote it. By listing a venue, the venue owner grants Courtogo a non-exclusive, royalty-free licence to do the following.

• Feature the venue: We may publish the venue's name, photographs, address, court details, and description on Courtogo's website, social media accounts, advertising, newsletters, and other marketing materials.
• Announce new venues: Newly approved venues are typically posted to our social media so players in the area find out about them.
• Adapt for the format: We may crop, resize, or lay out the venue's photographs and details to fit the format we are posting in. We will not alter a photograph so that it misrepresents the venue.

Your rights

• You keep ownership: This licence does not transfer ownership of your photographs or brand. You may continue to use them however you wish.
• You can opt out at any time: Email contact@courtogo.com and we will stop featuring your venue in new marketing, and remove existing posts where the platform allows it.
• Upload only what you may share: By uploading photographs you confirm you own them or have permission to use them, and that any people identifiable in them have agreed to appear.

12. Venue Standards, Reports and Enforcement

By listing a venue on Courtogo, the venue owner agrees to honour every confirmed booking, keep the listing accurate, charge only the price shown on Courtogo, keep courts and facilities safe, treat customers with respect, and run the venue honestly. The full standards are set out on the Venue Standards & Reporting page, which forms part of these terms.

Reporting a venue

• Signed-in users can report a venue from its page. Courtogo does not tell the venue who reported it.
• A person on the Courtogo team reviews every report. Reports alone do not lead to action against a venue; only a report Courtogo upholds does.
• When 3 or more different users report the same venue within 30 days, the venue is placed under review.
• Knowingly false or malicious reports are a breach of these terms and may lead to the reporting account being suspended.

Strikes and enforcement

• Each upheld report adds strikes to the venue according to how serious it is. Strikes count for 12 months.
• 1 strike: a written warning. The venue stays listed.
• 2 strikes: a final warning. The venue stays listed.
• 3 strikes: the venue is deactivated: removed from listings and closed to new bookings. The owner cannot reactivate it; Courtogo decides on reinstatement.
• 4 or more strikes: the venue is terminated and permanently removed from Courtogo.
• An upheld report of fraud, such as a fake venue or taking payment for bookings never meant to be honoured, results in termination on its own.
• Where there is an immediate risk to players, Courtogo may deactivate a venue while it investigates, before any strike is given.
• Deactivation and termination stop new bookings. Existing bookings at the venue are handled under the Cancellation and Refund Policy in section 3.

Notices and appeals

• Courtogo emails the venue owner each time a report is upheld, with what was reported, the venue's strike count and the action taken.
• A venue owner may appeal a strike, deactivation or termination by emailing support@courtogo.com within 14 days of the notice.

13. Manual Payment Venues: Disclaimer of Liability

When a venue takes manual payments, the customer pays the venue's own GCash, Maya or bank account directly. Courtogo never receives, holds or controls that money and cannot reverse, recover or refund it. The venue, as the seller, is primarily responsible to the customer for the booking. By booking a manual-payment venue, you agree that:

• Scams and fraud: Courtogo is not liable for loss from scams, fraud or impersonation by a venue or any other third party, including fake venues, altered payment accounts or QR codes, or a venue that takes payment and does not honour the booking.
• Reschedules and cancellations: Courtogo is not liable for reschedules, cancellations, no-shows or closures, whether made by the venue or the customer. These are arranged directly with the venue under its own rules.
• Refunds: Courtogo does not issue, guarantee or process refunds for manual payments. Whether a refund is given, how much, and how it is sent are decided by the venue alone.
• Payment errors: Courtogo is not liable for money sent to the wrong account, in the wrong amount, or outside the Courtogo booking flow.
• Payment disputes: Courtogo does not handle refunds, chargebacks or payment disputes for manual payments, and cannot confirm whether a payment arrived. Raise these with the venue first.
• Reports and complaints: You may still report a venue under section 12 or email support@courtogo.com. Courtogo reviews every report and may act against the venue, but reporting does not recover money paid to the venue.
• Venue owners: A venue that takes manual payments is solely responsible for honouring, rescheduling and refunding those bookings, and its owner agrees to indemnify Courtogo against claims, losses and costs arising from them.
• Exceptions: Nothing in this section excludes liability for Courtogo's own fraud, gross negligence or wilful misconduct, or any obligation that cannot be waived under Philippine law, including the Internet Transactions Act of 2023 (RA 11967) and the Consumer Act of the Philippines (RA 7394).

The full Disclaimer, including what to do if you think you have been scammed and how to protect yourself, forms part of these terms.