Refund policy

Refunds for SJM 1 Arena bookings.

This policy explains how we review refunds for online payments, 50% upfront payments, remaining balances, manual payments, add-ons, cancellations, failed payment attempts, and arena-initiated changes.

General refund approach

  • Refunds are reviewed based on booking status, payment status, payment method, cancellation timing, arena availability, operational impact, and whether the booked slot or add-on was used.
  • Approved refunds are normally returned to the same payment source within 7 working days after approval or gateway confirmation, subject to bank, card network, FPX, wallet, and payment-provider timelines.
  • Transaction fees, bank charges, payment-gateway charges, administrative costs, or already-incurred setup costs may be non-refundable where they cannot be recovered.
  • A refund request is not approved until the team confirms it or the payment provider confirms the reversal.

Failed, pending, or duplicate payment attempts

  • If a payment attempt fails, stays pending, expires, or cannot be verified, the booking may remain unpaid, expire, or be marked as payment failed depending on the booking stage.
  • If money is deducted during an unsuccessful or pending payment attempt, it should usually be credited back to the same payment source within 7 working days, subject to the payment provider and bank processing time.
  • Duplicate successful payments or incorrect charges caused by a confirmed system or payment error are eligible for review and refund of the duplicate or incorrect amount.
  • Please keep any bill code, reference number, bank reference, or payment screenshot so the team can verify the transaction if needed.

Partial payments and remaining balances

  • Where the checkout offers a 50% payment option, a successful 50% payment can confirm the booking, but the remaining balance is still payable.
  • Paying 50% upfront does not waive the unpaid balance. The remaining amount may be collected at the arena or through a later online payment link.
  • Refunds for partially paid bookings are reviewed against the actual amount paid, not only the booking total.
  • If a remaining-balance payment is made incorrectly, duplicated, or not matched to the booking, the team will review the payment records and gateway references before deciding the refund or correction.

Eligible refund cases

  • A booking cancelled by SJM 1 Arena because of maintenance, unsafe conditions, venue restrictions, operational requirements, or a confirmed double-booking error where no suitable alternative slot is accepted.
  • A successful payment that cannot be matched to a confirmed booking because of a system or payment-provider issue.
  • A duplicate payment, overpayment, or incorrect amount confirmed in the booking payment records.
  • A paid add-on that cannot be provided and is not replaced with a suitable alternative.
  • A manual payment recorded in error by the team, once verified by the backoffice records.

Cases that may not qualify

  • No-shows, unused booking time, late arrival, leaving the session early, or customer-side delays.
  • Selecting the wrong date, time, add-on, or payment option unless the team approves a correction.
  • Cancellation requests made too close to the slot where the arena cannot reasonably resell, reassign, or recover the operational cost.
  • Sessions stopped or participants removed because of unsafe conduct, facility misuse, breach of arena rules, or unlawful behaviour.
  • Weather, traffic, parking, transport issues, personal schedule conflicts, or team availability issues unless the team approves a goodwill arrangement.

Changes instead of refunds

  • Where possible, SJM 1 Arena may offer a date or time change instead of a refund, subject to slot availability and the booking rules active at that time.
  • Long bookings, events, tournaments, collaborations, and special arrangements may require separate review because staffing, setup, and add-on preparation may already be committed.
  • Approved booking changes do not automatically include a refund of any price difference unless the team confirms it.

How to request support or a refund

  • Contact SJM 1 Arena as soon as possible through the contact page, email, phone, or available support channel.
  • Include your name, contact details, booking number if available, booking date and time, payment amount, payment method, bill code or reference number if available, and the reason for the request.
  • We may ask for extra information to verify the booking, payment, account ownership, manual payment, or incident details before deciding the request.

Payment method and timing

  • Approved online refunds are returned through the original payment method where possible.
  • Manual or backoffice payments may require separate handling depending on how the payment was collected and recorded.
  • SJM 1 Arena does not store full card details and cannot redirect an online refund to a different card, bank account, or person unless the payment provider and applicable rules allow it.
  • The final date funds appear in your account may depend on your bank, card issuer, FPX bank, payment wallet, or payment provider.

Disputes and chargebacks

  • Customers should contact SJM 1 Arena first so the team can review the booking and payment records.
  • If a chargeback, bank dispute, or payment-provider claim is opened, the booking or account may be placed under review while the provider resolves the matter.
  • Fraudulent, abusive, or repeated refund claims may result in account restrictions, refusal of future bookings, or further verification requirements.

Refund support