Cancellation and Refund Policy
Cancellation and Refund Policy
At Prime Padel, we understand that plans can change. Here’s everything you need to know about cancelling or rescheduling your bookings and lessons, so you can manage your play with confidence.
GENERAL
Prime Padel reserves the right to cancel, reschedule, or adjust bookings in the event of tournaments, special events, or unforeseen circumstances.
If rescheduling is not possible, a refund in the form of app wallet credit will be issued.
HAZE POLICY
Prime Padel follows relevant advisories from the National Environment Agency (NEA) and Sport Singapore (SportSG) and monitors air quality readings via the MyENV app.
Same-Day Bookings: For bookings taking place on the same day, Prime Padel will refer to the latest 1-hour PM2.5 reading for the relevant region in the MyENV app, based on the location of the booked venue (Prime GCW or Prime Dempsey).
Same-Day Cancellation Requests: When the 1-hour PM2.5 reading reaches Band 2 (Elevated) or above, players may request cancellation. Approved cancellations will be refunded in the form of credits to the player's in-app wallet.
Cancellation Timing: PM2.5 readings can fluctuate rapidly due to changes in wind and weather conditions. Cancellation requests will therefore be assessed based on the prevailing reading and the timing of the booking.
Prime Padel will not cancel a booking in advance solely based on the current 1-hour PM2.5 reading if the booking is more than one hour away. This does not prevent Prime Padel from cancelling a booking earlier if conditions or official advisories warrant it.
Next-Day 7AM Bookings: Players may refer to the latest 24-hour PSI reading and forecast/advisory to assess the expected haze conditions for the following morning.
Where the relevant PSI reading is classified as “Unhealthy” (PSI 101–200), players may request cancellation. Approved cancellations will be refunded in the form of credits to the player's in-app wallet.
Under this condition, Prime Padel will not proactively cancel 7AM bookings. Cancellations will only be processed upon request by the player.
Next-Day 7AM Lessons: Prime Padel will review the latest 24-hour PSI reading and forecast/advisory at the following times daily:
Prime GCW: 9PM
Prime Dempsey: 10PM
Prime Padel reserves the right to cancel 7AM lessons if haze conditions warrant cancellation, or if a cancellation request from the coach or any player results in the minimum required number of participants for a group lesson not being met.
If Prime Padel cancels a lesson, the affected player will receive a full refund in the form of credits to their in-app wallet.Prime Padel Initiated Cancellation and Closure: Prime Padel reserves the right to cancel affected bookings when any of the following thresholds is reached:
24-hour PSI reaches 201–300 (Very Unhealthy): Prime Padel may suspend outdoor activities and cancel affected bookings.
1-hour PM2.5 reaches Band 4 (Very High; 251 µg/m³ and above): Prime Padel may suspend outdoor activities and cancel affected bookings.
24-hour PSI exceeds 300: Prime Padel will cancel all bookings and may close the clubs for the day.
Where Prime Padel cancels a booking, the affected player will receive a full refund in the form of credits to their in-app wallet.
Operational decisions, including cancellations and closures, will be communicated through Prime Padel's WhatsApp channels and app push notifications.
Health and Safety: Players should consider their individual health conditions and follow the latest official health advisories before participating in outdoor activities. Players who choose to proceed with a booking during hazy conditions should be aware of the potential health risks associated with haze exposure.
Nothing in this policy excludes or limits any liability that cannot legally be excluded or limited.
COURT BOOKING
Cancellation Window
You may cancel a standard court booking at least 24 hours before the scheduled start time to be eligible for a refund.
Refund Method
All eligible refunds will be issued as credits to your account wallet. Cash refunds will not be provided under any circumstances.
Late Cancellations & No-Shows
Cancellations made less than 24 hours before the booking time, or failure to turn up for your booking, are not eligible for a refund.
Booking Under Play Pack
This cancellation policy also applies to court bookings purchased using a Play Pack:
Cancellations made more than 24 hours before the booking will be credited back to your Play Pack.
Cancellations made within 24 hours, or failure to turn up, will result in the booking being forfeited.
Facility-Initiated Cancellations
Prime Padel reserves the right to cancel a booking due to health and safety concerns or other unforeseen circumstances. Where possible, reasonable efforts will be made to reschedule your booking or provide a refund.
Inclement Weather
We will always do our best to proceed with bookings, considering weather and court conditions. A final decision will be made one hour before the scheduled start time.
If the Facility determines the booking can proceed and you choose not to turn-up, it will be treated as a No-Show, with no refund.
No refunds will be issued if play is interrupted by inclement weather after the halfway mark of the session.
For a 60-minute booking, the halfway mark is defined as 30 minutes and beyond.
Scope of Policy
This cancellation policy applies only to standard court bookings and does not apply to private event bookings. Please refer to the Private Event Cancellation Policy for separate terms.
OPEN MATCHES
Cancelling Unfilled Open Matches
If your Open Match is still unfilled, you may cancel your booking up to 12 hours before the scheduled start time to receive a refund.
How Refunds Are Issued
All eligible refunds will be credited to your Prime wallet. Please note that cash refunds are not available under any circumstances.
Late Cancellations (Within 12 Hours)
Cancellations made less than 12 hours before the match start time are not eligible for a refund.
Court Release & Full Court Takeover
For unfilled Open Matches, courts will be released for full court bookings 24 hours before the scheduled match time.
If a full court booking takes over the slot, the Open Match will be cancelled and all registered players will receive a full credit refund to their Prime wallet.
The standard court booking cancellation policy will apply to any full-court booking made on a released court slot.
Your Responsibility for Unfilled Matches
You are responsible for managing your Open Match bookings:
If you leave an unfilled Open Match at least 12 hours before, your refund will be credited.
If you remain in the match within 12 hours, a refund will only be issued if the court is taken over by a full court booking.
If no takeover occurs, no refund will be granted.
Utilisation of Unfilled Match slots
The organiser is fully responsible for covering the cost of any unfilled spots if the match proceeds as scheduled.
Prime Padel reserves the right to suspend or cancel any match in the event that payment for unfilled spots has not been made.
No-Show Policy (Fully Booked Matches)
If you fail to turn up for a fully booked Open Match, you will be considered a No-Show and will be responsible for the full court fee, as the match cannot proceed without all players present.
Payment may be requested by Prime Padel or the remaining players.
Inclement Weather
We will always do our best to proceed with matches, considering weather and court conditions. A final decision will be made one hour before the scheduled start time.
If the Facility determines the match can proceed and you choose not to attend, it will be treated as a No-Show, with no refund.
No refunds will be issued if play is interrupted due to weather after the halfway point of the session.
For a 60-minute booking, the halfway mark is 30 minutes and beyond.
Facility-Initiated Cancellations
If Prime Padel cancels an Open Match due to weather or unforeseen circumstances, you will receive a full credit refund to your Prime wallet.
Club Discretion
Prime Padel is unable to assist with refunds or credits outside of these Terms & Conditions. We encourage you to review your bookings carefully and manage cancellations early to avoid forfeiting your sessions.
PRIVATE LESSONS (1-ON-1, PAIR, GROUP)
Cancellation Window
You may cancel your private lesson at least 48 hours before the scheduled start time to be eligible for a refund.
Refund Method
All eligible refunds will be credited to your account wallet. Cash refunds will not be provided under any circumstances.
Late Cancellations & No-Shows
Cancellations made less than 48 hours before the lesson start time, or failure to turn up for the lesson, are not eligible for any refund.
Inclement Weather
If a lesson is affected by inclement weather, refunds will be issued on a pro-rated basis.
Only players who attend the session are eligible for a refund.1-on-1 / Pair Lessons (60 minutes):
Up to 29 minutes: 100% refund
30 to 44 minutes: 50% refund
45 minutes or more: No refund
Group Lessons (90 minutes):
Up to 29 minutes: 100% refund
30 to 59 minutes: 66% refund
60 to 74 minutes: 33% refund
75 minutes or more: No refund
Rescheduling Policy
You may reschedule your lesson up to 48 hours before the booked time.
For rescheduling requests made within 48 hours, a valid reason must be provided and approval is subject to availability.Multiple Rescheduling
Multiple rescheduling of the same booking is strongly discouraged, as it disrupts the coach’s schedule. Prime Padel reserves the right to reject further rescheduling if a lesson has been rescheduled more than three times. In such cases, no refund will be provided.
OPEN / THEMATIC GROUP LESSONS
Minimum Participation Requirement
Group lessons will be confirmed once a minimum of three (3) participants is met.
If fewer than three spots are filled 48 hours before the scheduled start time, the lesson will be cancelled and a credit refund will be issued to your account wallet.Cancellations & No-Shows
If you are unable to attend due to illness or other reasons, please inform the Facility at least 48 hours in advance to request a reschedule.
Failure to do so will be considered a No-Show, and the lesson will not be eligible for refund or rescheduling.Lessons Purchased Under Lesson Pack
This cancellation policy also applies to Group Lessons purchased using a Lesson Pack:
Cancellations made more than 48 hours before the lesson will be credited back to your Lesson Pack.
Cancellations made within 48 hours, or failure to turn up, will result in the lesson being forfeited.
Late Cancellation Policy
Please understand that last-minute cancellations disrupt lesson scheduling and coach availability.
As such, cancellations within 48 hours of a scheduled lesson are non-refundable.Inclement Weather
If a lesson is affected by inclement weather, refunds will be issued on a pro-rated basis.
Only players who attend the session are eligible for a refund.Group Lessons (90 minutes):
Up to 29 minutes: 100% refund
30 to 59 minutes: 66% refund
60 to 74 minutes: 33% refund
75 minutes or more: No refund
CLINICS
Minimum Participation Requirement
Clinics will be confirmed once a minimum of four (4) participants is met.
If fewer than four spots are filled 48 hours before the scheduled start time, the clinic will be cancelled and a credit refund will be issued to your account wallet.Cancellations & No-Shows
If you are unable to attend due to illness or other reasons, please inform the Facility at least 48 hours in advance to request a reschedule.
Failure to do so will be considered a No-Show, and the clinic will not be eligible for refund or rescheduling.Late Cancellation Policy
Last-minute cancellations disrupt the scheduling of the Facility and coaches.
Therefore, cancellations within 48 hours of a scheduled clinic are non-refundable.Inclement Weather
If a clinic is affected by inclement weather, refunds will be issued on a pro-rated basis.
Only participants who attend the session are eligible for a refund.Clinics (120 minutes):
Up to 59 minutes: 100% refund
60 to 89 minutes: 50% refund
90 minutes or more: No refund
SOCIAL
Minimum Participation Requirement
Social events, such as Americanos, require a minimum of eight (8) players to proceed.
If fewer than eight spots are filled 48 hours before the scheduled event, the event will be cancelled and a credit refund will be issued to your account wallet.Cancellations & Refund Eligibility
Cancellations made at least 48 hours before the event are eligible for a credit refund.
Late Cancellations & No-Shows
Cancellations made less than 48 hours before the event, or failure to turn up, are not eligible for a refund.
Inclement Weather
If an event is affected by inclement weather, refunds will be issued on a pro-rated basis.
Only participants who attend the event are eligible for a refund.Social Events (120 minutes):
Up to 59 minutes: 100% refund
60 to 89 minutes: 50% refund
90 minutes or more: No refund
ACADEMY
Commitment
Players enrolled in the Academy are encouraged to attend all 12 weekly sessions.
Personal Cancellations & No-Shows
Lessons missed due to personal commitments, medical leave, or no-shows are non-refundable.
No make-up lessons will be provided for missed sessions.Inclement Weather
If a session is cancelled due to inclement weather, the value of the affected lesson will be credited to your app wallet.
No make-up lessons will be arranged.Academy Lessons (90 minutes):
Up to 29 minutes: 100% refund
30 to 44 minutes: 50% refund
45 minutes or more: No refund
PRIVATE EVENT BOOKING
Advance Cancellation
Cancellations for private event bookings or facilitators must be made at least 14 days in advance to be eligible for a refund, which will be credited to your account wallet.
Late Cancellations & No-Shows
Cancellations made less than 14 days before the scheduled event, or failure of participants to turn up, are not eligible for a refund.
Facilitator Fees
The facilitator’s fee is strictly non-refundable if the organiser cancels or reschedules the event less than 14 days in advance, or if the event is affected by inclement weather or Haze condition.
Food and Beverage
Pre-ordered food and beverages are subject to the cancellation policy stated in the agreement. No refunds will be issued if the organiser cancels or reschedules the event less than 14 days in advance, or if the event is affected by inclement weather or haze conditions.
