Cancellation & Refund Policy

1. Online bookings

• Once a booking is paid online, it cannot be cancelled, refunded or transferred, as that time is no longer offered to anyone else.
• No refund or extra time is given for late arrival, no-show, leaving early, choosing the wrong date, time, platform or number of players, or a change of plans.
• Moving a booking to another time is not guaranteed. If you call reception well before your session, staff may help at their discretion, subject to availability.
• Please check the date, time and number of players carefully before paying.

2. When we do refund

We will refund (in full or for the affected part), or offer you another slot if you prefer, when:

• The hub cancels or cannot provide your session — for example an unplanned closure, power failure or maintenance on our side.
• Your station fails and we cannot fix it or move you to an equivalent station — the unused time is refunded.
• You were charged but no booking was confirmed, you were charged twice, or the slot became unavailable while you were paying — the full amount is refunded.
• A tournament or event is cancelled by the hub — entry fees are refunded in full.

Refunds are not given when a session is ended because the house rules were broken, or for outages of game servers, publisher platforms or your own accounts that are outside our control.

3. How to request a refund

• Call +91 7709920559 or email zeropinghub@gmail.com within 48 hours of the session (or of the payment, for a payment issue), with your booking reference and the payment ID from your confirmation.
• We review every request and reply within 3 working days.

4. How and when you get the money back

• Approved refunds of online payments go back to the original payment method (card, UPI, net banking or wallet) through Razorpay. They usually reach your account within 5–7 working days after approval, depending on your bank.
• Payments made at the hub are refunded at the hub by the same method where possible.
• A GST credit note is issued against the original invoice for every refund.

5. Memberships, tournaments & private events

• Memberships are non-refundable once activated.
• Tournament entry fees are non-refundable once your team’s place is confirmed, unless the hub cancels the tournament. Disqualified teams are not refunded.
• Private events follow the payment and cancellation terms in the written quote you accept.

6. Coupons & free member minutes

• Any refund is based on the amount you actually paid. A coupon discount, free minutes or the free first hour are never paid out as cash.
• If the hub cancels your session, a coupon used on it can be used again (when its validity allows) and free member minutes are returned to your balance.
• If you do not show up, arrive late or leave early, the coupon and any free minutes used for that booking count as used.
• If a booking’s payment arrives after the hold expired and its one-time coupon code, free minutes or free first hour were already used for another booking, the booking is not confirmed and the payment is refunded in full.

7. Café food orders

• Café orders are paid directly to the restaurant that prepares them (or in cash on delivery where allowed), so refunds for food are made by that restaurant, normally to the same UPI account within 3 working days.
• You can cancel an order free of charge until the restaurant accepts it. Once accepted and being prepared, it cannot be cancelled.
• If the restaurant rejects your order after you paid, cannot deliver it, or delivers wrong, missing or spoiled items, you get a refund (or a replacement if you prefer) for the affected items. Tell reception straight away — we will contact the restaurant and follow it up for you.
• No refund is given for food that was delivered as ordered and eaten, or if a fake / wrong UPI reference was entered.
• Payments made to the wrong UPI ID, or UPI PIN / fraud issues on your side, must be raised with your bank or UPI app.

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