Comprehensive Policy for Sports Facility Operations
Applicable to: Sports Venue, Equipment Rental, Equipment Sales, Apparels, Food & Beverages (F&B), and Corporate / Private Events
1. Purpose of the Policy
This policy outlines the rules, responsibilities, and standard operating procedures for customers, staff, partners, and vendors to ensure smooth operations, safety, transparency, and a premium experience across all services offered at the sports facility.
2. General Facility Policy
2.1 Entry & Access
- Entry is permitted only during operational hours.
- All users must complete registration and comply with facility rules.
- Management reserves the right to deny entry to anyone violating policies or causing disruption.
2.2 Safety & Conduct
- Proper sports attire and non-marking shoes are mandatory.
- Abusive language, misconduct, substance abuse, or damage to property is strictly prohibited.
- Players must follow court-specific rules and staff instructions at all times.
2.3 Liability
- Users participate at their own risk.
- The facility is not responsible for injuries, loss of personal belongings, or accidents unless caused by proven negligence.
3. Court & Venue Booking Policy
3.1 Booking & Payments
- Courts and venues must be booked in advance via approved booking channels.
- Full payment is mandatory to confirm any court or venue booking.
- Promotional or discounted bookings are non-transferable and time-bound.
3.2 Cancellation Policy
- No cancellation is allowed in any case once a booking is confirmed.
- No refunds or credits will be issued for cancellations, no-shows, or partial usage.
3.3 Rescheduling Policy
- Rescheduling requests must be made at least 24 hours prior to the booked slot.
- Rescheduling is subject to prior management approval and slot availability.
- If the rescheduled slot is priced higher than the original booking, the difference amount must be paid.
- No rescheduling is allowed within 24 hours of the booking time.
3.4 Usage Rules
- Booked time includes warm-up and cool-down.
- Overstaying beyond booked time will attract additional charges.
- If a court is booked through official booking channels, the facility manager reserves the right to change the allotted court number in any case due to operational, maintenance, or management requirements, without affecting the booking validity.
4. Equipment Rental Policy
4.1 Rental Terms
- Equipment is rented on an hourly or session basis.
- A valid ID or refundable security deposit may be required.
4.2 Responsibility & Damage
- Customers are fully responsible for rented equipment during usage.
- Damage, loss, or misuse will be charged at actual repair or replacement cost.
4.3 Return
- Equipment must be returned immediately after session completion.
- Late returns may attract penalty charges.
5. Equipment Purchase (Retail Sales) Policy
5.1 Pricing & Billing
- All prices are inclusive/exclusive of taxes as mentioned.
- Bills are mandatory for warranty and returns.
5.2 Returns & Exchanges
- Returns are accepted only in case of manufacturing defects.
- Exchanges are allowed within 7 days with original packaging and bill.
- Used or damaged items are strictly non-returnable and non-exchangeable.
6. Apparel Sales Policy
- Trial is permitted only for sizing and hygiene standards must be followed.
- Apparel once sold cannot be returned unless defective.
- Discounted or clearance items are final sale.
7. Food & Beverages (F&B) Policy
7.1 Consumption Rules
- Outside food and beverages are not permitted unless approved by management.
- Food and beverages must be consumed only in designated areas.
7.2 Hygiene & Safety
- The facility follows strict hygiene and food safety standards.
- Any food allergies must be informed at the time of ordering.
7.3 Refunds
- No refunds once food or beverages are prepared or served.
8. Corporate Events, Tournaments & Private Bookings Policy
8.1 Booking & Advance
- A minimum 50% advance payment is required to block event dates.
- Balance payment must be cleared before the event start.
8.2 Customization & Services
- Event inclusions (courts, equipment, referees, F&B, branding, etc.) must be finalized in writing over the official email with the designated Event POC.
- Any additional services requested during the event will be charged extra.
8.3 Cancellation
- Cancellations within 7 days of the event are non-refundable.
- Management reserves the right to reschedule events due to force majeure.
9. Memberships & Packages Policy (If Applicable)
- Membership benefits are non-transferable.
- Validity extensions are not allowed except in special circumstances.
- Refunds are not permitted once membership is activated.
10. Marketing, Promotions & Media Policy
- Photography or videography for commercial use requires prior approval.
- The facility may use images or videos captured on premises for promotional purposes.
- Promotional offers cannot be combined unless explicitly stated.
11. Coaching Policy
11.1 Coaching Services
- Coaching is provided by certified and authorized coaches only.
- Coaching fees must be paid in advance as per selected plans.
- Missed coaching sessions are non-refundable and non-adjustable unless approved by management.
- Coaches and management reserve the right to deny sessions in case of misconduct or non-compliance with facility rules.
12. Badminton Racket Stringing (Gutting) Policy
- Racket stringing (gutting) is done at the owner's risk.
- While utmost care is taken, management is not responsible for any damage, cracks, or breakage occurring during or after the gutting process.
- Old or pre-damaged rackets may be more susceptible to damage during stringing.
13. Parking Policy
- Parking is provided as a facility convenience only.
- Management is not responsible for any damage, theft, or loss to vehicles parked in or around the premises.
- Vehicles must be parked only in designated areas.
14. First Aid & Medical Assistance Policy
- The venue provides basic first-aid assistance only.
- In case of serious injury or emergency, users must arrange medical help at their own cost.
- The facility shall not be held liable for medical outcomes beyond basic first aid.
15. Staff & Vendor Policy
- Staff must adhere to professional conduct and service standards.
- Vendors must comply with facility rules, hygiene standards, and timelines.
16. Payment, Cancellation, and Refund Policy (Rackonnect)
16.1 Cancellation Policy
16.1.1 Merchant Partner Policies
- Cancellation terms and conditions are defined by the respective merchant partners and are available on their information page before booking or purchase.
- The applicable cancellation policy is also included in the booking ticket and can be accessed via the user's order history.
16.1.2 User-Initiated Cancellations
- Users may initiate cancellations directly through their booking ticket on the Rackonnect platform, where applicable.
- The eligible refund amount, if any, will be displayed before final submission of the cancellation request.
16.2 Refund Policy
16.2.1 Refund Processing Timeline
- Approved refunds will be credited to the original mode of payment (bank account, credit card, debit card, or UPI) within 5–7 working days from the date of initiation.
16.2.2 Third-Party Services
- Rackonnect facilitates bookings for third-party service providers but does not control or define their cancellation or refund policies.
- Any refund-related disputes for third-party services are strictly between the user and the respective service provider.
- Third-party service providers are responsible for clearly displaying their cancellation and refund policies on the Rackonnect platform.
16.2.3 Refund Deductions
- Refunds processed under third-party cancellation policies may be subject to deduction of applicable bank or payment gateway charges (up to 3% of the total paid amount).
16.3 Policy for Rackonnect-Organized Events, Venues, and Services
16.3.1 No Cancellations Allowed
- Once a booking or order for a Rackonnect-organized event, venue, coaching program, or service is successfully placed, no cancellation is permitted under any circumstances.
- All payments for such bookings are non-refundable, non-saleable, non-exchangeable, non-transferable, and non-adjustable.
16.3.2 Event or Venue Cancellations by Rackonnect
- In the event of cancellation by Rackonnect, users will be issued a voucher equivalent to the full booking amount.
- The voucher will be valid for six (6) months from the date of cancellation and can be redeemed for future bookings only.
16.4 Failed Transactions
- Refunds arising from failed or incomplete online transactions will be processed within 7–10 working days from the transaction date.
16.5 Fraud and Unauthorized Transactions
- Rackonnect shall not be held liable for any unauthorized, fraudulent, or suspicious transactions carried out using a user's payment instruments.
- No refunds shall be provided in cases involving unauthorized access, misuse, or fraud.
16.6 General Guidelines
16.6.1 User Responsibility
- Users are advised to carefully review the cancellation and refund policies of the respective merchant partner or service provider prior to making any booking or purchase.
- All cancellation and refund queries related to third-party services must be addressed directly to the concerned service provider.
16.6.2 Platform Responsibility
- Rackonnect operates solely as an intermediary platform for third-party bookings and facilitates transparent policy communication.
- Rackonnect shall not be liable for disputes, claims, or disagreements arising from third-party cancellation or refund policies.
17. Policy Amendments
- Rackonnect reserves the right to amend, revise, or update this policy at any time without prior notice.
- The latest version of the policy shall be binding and applicable to all users.
18. Acceptance
By using the facility or availing any service, customers agree to abide by all policies mentioned above.
— Management
Last updated: January 2025