1. Overview
This policy applies to all purchases and rentals made through the PlayHood Website, including game equipment and game courses. Our free community Sunday meetups do not require payment and are therefore not covered under this policy.
2. Equipment Purchases
If you are not satisfied with a purchased item, you may request a cancellation or return within 7 days of delivery, provided the item is unused, undamaged, and in its original packaging.
| Situation | Refund Eligibility |
|---|---|
| Cancelled before dispatch | Full refund |
| Damaged/defective item received | Full refund or free replacement |
| Wrong item delivered | Full refund or free replacement |
| Change of mind (unused, within 7 days) | Refund minus shipping cost |
| Used or damaged by customer | Not eligible |
3. Equipment Rentals
Rental bookings can be cancelled up to 24 hours before the scheduled pickup/delivery for a full refund. Cancellations made within 24 hours of the rental start time may be subject to a partial cancellation charge to cover logistics costs. Rented equipment must be returned in the same condition it was received; damages beyond normal wear may be deducted from any applicable deposit.
4. Subscription Cancellations
You may cancel your PlayHood weekly game subscription at any time from your account or by contacting us via WhatsApp. Cancellation stops future billing but does not entitle you to a refund for the remaining days of your current billing period — you'll continue to receive your weekly game until that period ends. If you cancel partway through a 3-month or annual plan, no partial refund is issued for the unused portion, except where required by law or at PlayHood's discretion in exceptional circumstances (e.g., a billing error on our part).
5. Course Enrollments
For paid game courses or programs, cancellations made at least 48 hours before the course start date are eligible for a full refund. Cancellations made after the course has started will be assessed on a case-by-case basis, and partial refunds may be offered at PlayHood's discretion depending on how much of the course has been delivered.
6. How to Request a Refund or Cancellation
To request a refund or cancellation, please contact us via WhatsApp or email within the applicable window mentioned above, along with your order details (name, order date, and item/course/subscription purchased). Our team will review your request within 2 business days.
7. Refund Processing Time
Approved refunds will be processed back to your original payment method within 5-7 business days, depending on your bank or payment provider's processing time.
8. Non-Refundable Situations
- Items returned after the 7-day window
- Items that show signs of use, damage, or missing parts not caused by PlayHood or the courier
- Course access already substantially delivered/completed
- The unused portion of a cancelled subscription period, except as described in Section 4
9. Contact Us
For any refund or cancellation queries, please reach out via our Contact page — we aim to resolve every request fairly and quickly.