Refund policy

Refunds for SJM1 Arena bookings.

This policy explains how refunds are reviewed for online bookings, manual support requests, add-ons, long bookings, cancellations, payment errors, and arena-initiated changes.

General refund approach

  • Refund requests are reviewed based on booking status, payment status, cancellation timing, arena availability, operational impact, and whether the service or slot was used.
  • Approved refunds are returned to the same payment method used for the original payment within 7 working days, subject to bank, card network, FPX, Stripe, or payment-provider processing times.
  • Transaction fees, bank charges, gateway charges, or administrative costs may be non-refundable where they have already been incurred or cannot be recovered.

Eligible refund cases

  • Duplicate payments or incorrect charges caused by a confirmed payment or system error.
  • A booking cancelled by SJM1 Arena because of maintenance, unsafe conditions, venue restrictions, double-booking errors, or operational requirements where no suitable alternative slot is accepted.
  • Paid add-ons that cannot be provided and are not replaced with a suitable alternative.
  • A booking that cannot be confirmed after successful payment because the slot becomes unavailable due to a system or admin issue.

Cases that may not qualify

  • Customer no-shows, unused booking time, late arrival, or leaving the session early.
  • Customer mistakes such as selecting the wrong date, time, add-on, or package unless the team approves a correction.
  • Cancellation requests made too close to the booked slot where the arena cannot reasonably resell or reassign the slot.
  • Participants being removed or sessions being stopped because of unsafe conduct, facility misuse, violation of arena rules, or unlawful behavior.
  • Weather, traffic, parking, transport issues, or personal scheduling conflicts unless the team chooses to approve a goodwill arrangement.

Booking changes instead of refunds

  • Where possible, SJM1 Arena may offer a date or time change instead of a refund, subject to availability and the booking modification rules.
  • Package bookings, event bookings, tournaments, collaboration requests, or long half-day/full-day bookings may require separate review because staffing, setup, add-ons, and preparation may already be arranged.
  • Approved booking changes do not guarantee a refund of any price difference unless confirmed by the team.

How to request a refund

  • Contact SJM1 Arena as soon as possible using the contact page, email, or available booking support channel.
  • Include your name, email, phone number, booking date and time, payment reference if available, and the reason for the refund request.
  • We may ask for extra information to verify the booking, payment, account ownership, or incident details before deciding the request.

Payment method and timing

  • Refunds are made to the same payment method used for the original transaction.
  • Approved refunds are initiated within 7 working days, but the final date funds appear in your account may depend on your bank, card issuer, FPX bank, payment wallet, or payment provider.
  • SJM1 Arena does not store full card details and cannot redirect a refund to a different card, bank account, or person unless the payment provider and applicable rules allow it.

Disputes and chargebacks

  • Customers should contact SJM1 Arena first so the team can review the booking and payment record.
  • If a chargeback, bank dispute, or payment-provider claim is opened, the booking account may be placed under review while the provider resolves the matter.
  • Fraudulent, abusive, or repeated refund claims may result in account restrictions or refusal of future bookings.

Refund support