Refunds and Cancellations
Last updated: 7 November 2026
If you cancel a booking more than 24 hours before kick-off, you get your money back in full as PlayFives credit. If you cancel within 24 hours, we can't refund it, because we can no longer fill your spot. This page explains exactly how that works for pay-to-play games, Flex memberships and the waitlist.
Cancelling a booking
Situation | What you get back | How you get it |
|---|---|---|
You cancel more than 24 hours before kick-off | The full amount, including any part you paid by card | PlayFives credit in your wallet |
You cancel 24 hours or less before kick-off | Nothing | Not applicable |
You don't turn up | Nothing | Not applicable |
We cancel the game | The full amount you paid for that game | Back to the payment method you used |
Credit is added to your wallet straight away and can be used on any future booking. Credit is not paid out as cash, except as set out under "Deleting your account" below.
Bookings close 15 minutes before kick-off. If you booked spots for friends, each friend's spot follows the same rules, and any refund goes to the person who paid.
Flex memberships
With Flex Regular and Flex Plus you pay a deposit equal to the game's price when you book, instead of paying the full price. With Flex Unlimited you pay nothing at booking.
- You play: your deposit comes back after the game, to the payment method you used, card included.
- You cancel more than 24 hours before kick-off: your deposit comes back, and the game does not count towards your monthly allowance.
- You cancel within 24 hours: no refund, and the game still counts towards your monthly allowance.
- You don't turn up: if your organiser marks you as a no-show, we keep the deposit.
Your monthly allowance is counted per billing month. Your membership itself is cancelled from your billing settings and runs to the end of the period you have paid for.
The waitlist
Joining a waitlist for a full game costs nothing. When a spot opens, everyone on the waitlist is told, and the first person to confirm and pay gets it. Until then we may place a temporary hold on your card to check it is valid. A hold is not a charge: the money is taken only if you win the spot, and the hold is released if you don't.
Private and host-run games
Private and host-run games follow the same cancellation rules. The price you saw when you booked is the price the rules refer to.
Deleting your account
If you delete your account, unspent credit that you bought with cash is refunded to the card you paid with. Credit that came from promotions, referrals, rewards, gifts or goodwill isn't refunded and is forfeited. If you have a confirmed booking in a game that hasn't happened yet, or you are the only organiser of a game that hasn't been played, you need to cancel or hand it over first.
How long refunds take
Credit appears immediately. Refunds to a card are sent by us straight away, and your bank usually takes 5 to 10 working days to show them.
Problems and requests
If you think we've got something wrong, for example you were marked as a no-show but attended, email support@playfives.com with your booking details and we'll review it. Nothing on this page affects your statutory rights as a consumer.
