Cancellation and refund policy

Our default policy provides a full refund for customer cancellations requested at least 2 hours before the session starts. Ordinary cancellations within 2 hours of the start time, no-shows and unused time after a session begins are not refundable, except where the venue or GOATEDDD fails to supply the booked service or applicable law requires otherwise.

A venue may set a different cancellation cutoff or eligibility rule. Any such variation must be shown on the venue page and in checkout before purchase; those disclosed terms apply to that booking. If no variation is displayed, the default above applies. Venue cancellation, non-delivery and duplicate-charge refunds are unaffected.

Requesting a cancellation

Open My bookings and select Contact us to see our support details. Email contact@goateddd.com with your issue and booking reference. A platform Super Admin reviews the request against the terms applicable to that booking. Your booking and payment remain unchanged until review; opening the contact popup or an email draft does not cancel the booking.

Paid bookings

After a platform Super Admin approves a cancellation, we separately review and arrange any refund due through Cashfree to the original payment source. Cancellation does not issue a refund automatically. The refund request may remain pending while Cashfree and your bank process it. A cancelled booking or refund request is not proof that money has reached your account. Contact support with your booking reference if a refund needs reconciliation.

Failed, duplicate or unconfirmed payments

If money was debited but the booking is not confirmed, check My bookings and contact support before paying again. We will reconcile the payment with the provider. Duplicate or unmatched payments are investigated separately from ordinary customer cancellations.

Venue unable to deliver

If the venue cancels, is closed or cannot provide the booked session, you may choose a full refund for that session instead of an alternative. Contact support with the booking reference so we can verify the issue with the venue. A verified duplicate charge is refunded in full. Applicable consumer rights remain unaffected.

Refund destination and timing

For approved refunds, we initiate the refund within 2 business days after confirming eligibility and payment details. Refunds go through the payment provider to the original payment source where supported. Credit is normally expected within 5-7 business days after initiation, but the bank or payment method may take longer. We provide the refund reference when available; contact support if the expected time passes without receipt. We do not deduct a cancellation fee from an eligible full refund.

Rescheduling and extensions

Changes depend on the venue's rules and actual resource availability. A change is effective only when the revised booking is confirmed. Additional time is not automatically included.